• Build and nurture deep strategic relationships with a portfolio of VIP and enterprise-tier clients, serving as their trusted advisor and primary point of contact at the executive level. • Understand each partner's business goals through structured discovery and continuous dialogue, ensuring our solutions consistently align with and accelerate their success. • Maintain a forward-looking view of each partner's health - identifying risks and friction points early and driving swift internal action to resolve them before they escalate. • Own escalation management with urgency and professionalism, deploying rapid response to protect the integrity of the relationship when issues arise. • Serve as a proactive partner advocate internally, ensuring the voice of the customer is represented across product, sales, engineering, and support teams. • Own end-to-end execution of partner deliverables, ensuring internal stakeholders are aligned and accountable. • Identify and support upsell, cross-sell, and expansion opportunities, contributing to revenue growth through long-term relationship development. • Propose new products, features, and solutions that drive measurable value, aligned to each partner's strategic objectives. • Conduct Executive and Quarterly Business Reviews to assess partner health, review KPI progress, and surface actionable strategic insights. • Track and analyze customer success metrics across your portfolio, translating data into strategic recommendations at a senior leadership level. • Maintain accurate records of all partner interactions, health signals, and opportunities.

• Based on the standard property management services in accounting, tenant communication, maintenance and operating-cost billing provided by the experts on our company's platform, you will ensure property performance for owners by independently directing key value-creating processes and decisions. • Oversee the building's strategic positioning with regard to usage type and tenant mix, and actively manage expiring leases and the targeted handling of contractual option rights. • Develop leasing concepts that consider fit-out investments and independently negotiate individual leases with commercial tenants. • Ensure a cost-efficient selection of (alternative) procedures and the coordinated execution of maintenance and CapEx measures on properties in coordination with our technical building and insurance experts. • Maintain close customer relationships with key tenants and continuously review market needs to design leasable space for the future. • Participate in property budget planning and establish/monitor suitable controlling to measure success and ensure compliance with financial targets. • Regularly coordinate with the property owner to present property performance and opportunities to optimize costs based on current economically and technically relevant developments in the property.

• Respond to customer inquiries via chat or email • Provide accurate information on services and policies • Resolve routine issues such as subscription status updates, refund requests and billing inquiries • Escalate complex cases to higher-level support when necessary • Follow clear guidance given by the leadership team when appeasing customers • Empathetic to customers’ needs but understanding of the business’ bottom line • Collect and share feedback to external teams to ensure the needs of the customers are being met

Let's talk about the team The Brightree Customer Success Team is responsible for driving consistent customer value through adoption of Brightree products and services. Customer Success Managers align with key stakeholders on top priority initiatives by providing ongoing data-driven insights, recommendations, and best practices to support their goals. This team contributes to our overall mission of increasing adoption and optimizing HME operations thus allowing our customers to focus on patient care. Feedback from the Customer Success Team informs our product roadmap and helps align resources across Brightree towards our goal of having the most successful customers in the HME industry. Let’s talk about the role The Manager, Customer Success plays a critical leadership role within the Customer Success organization. Reporting to the Director of Customer Success, this role is responsible for leading and mentoring the Customer Success Manager (CSM) and Customer Success Specialist teams. The Manager, Customer Success ensures consistent execution of customer engagement strategies, drives adoption of Brightree solutions, supports operational excellence across the team, and actively works to grow revenue and mitigate risk. The Manager plays an active role in engaging with strategic customers across a broad scope of initiatives. Let's talk about Responsibilities: - Executive‑level point of escalation for strategically significant customers. - Build and maintain strong relationships with healthcare providers, enterprise clients, and internal leaders to support adoption, retention, and satisfaction. - Manage and Execute Customer Negotiations & Escalations - Successfully employs special skills, such as negotiating with customers or management or attempting to influence senior level leaders regarding matters of significance to the organization - Owns escalation path for CSM and Specialist-managed accounts, responding with urgency and clarity - Lead Staff Development - Leads and develops the Customer Success Manager and Specialist teams to drive customer ROI and satisfaction - Coaches team members to identify and mitigate customer risk and promote long-term engagement while maintaining low churn levels - Lead, mentor, and coach a team of individual contributors to achieve performance targets and long‑term career growth. - Provides performance feedback and career development guidance to team members - Expansion & Revenue Retention - Team execution of expansion goals and maintaining best in class net revenue retention - Implement processes and tools to support scalable customer success practices through multiple pathways; in-person, virtually and digitally. - Execution & Monitoring of Resmed Strategy and SOPs - Implement clear team and individual goals that align with company goals, objectives, KPIs, and operating rhythms to monitor team performance and drive accountability. - Partners with the Director of Customer Success to align team goals with broader organizational objectives - Supports execution of strategies to increase adoption and optimize customer operations - Execution and monitoring of SOPs to verify consistency in customer experience - Collaborate with cross-functional teams to ensure alignment on customer priorities and initiatives - Travels up to 40% overnight based on business needs Let's talk Qualifications & Experience: - Ideal candidates bring a blend of healthcare domain expertise and business experience, with a passion for transforming platform adoption and outcomes through technology. - Minimum 4 years of HME experience required - Minimum 4 years of related experience leading customer-facing teams - Proven success in executing change management initiatives and driving measurable results. - Proven ability to manage multiple priorities and respond with urgency to customer needs - Strong interpersonal and communication skills - Demonstrated versatility and problem-solving ability - Maintains strong understanding of HME industry trends and customer needs - Industry relationships with customers, partners, and advocacy groups a plus - Bachelor’s degree in business, education, nursing, healthcare administration, or a related field. Equivalent experience or certifications will be considered. - Proficiency in Microsoft tools, Salesforce, Gainsight, and other platforms - Experience working with Brightree software and services - Professional demeanor and commitment to excellence in conduct and appearance. - Self-directed, motivated, resourceful learner with strong dedication and commitment level to the tasks at hand. - Outstanding presentation, written, and verbal communication skills. - Ability to work in a fast paced, high-pressure environment on a high performing and dynamic team. We are shaping the future at ResMed, and we recognize the need to build on and broaden our existing skills and continue to attract and retain the world’s best talent. We work hard to offer holistic benefits packages, provide flexible work arrangements, cultivate a workforce culture that allows employees to grow personally and professionally, and deliver competitive salaries to our team members. Employees scheduled to work 30 or more hours per week are eligible for benefits. This position qualifies for the following benefits package: comprehensive medical, vision, dental, and life, AD&D, short-term and long-term disability insurance, sleep care management, Health Savings Account (HSA), Flexible Spending Account (FSA), commuter benefits, 401(k), Employee Stock Purchase Plan (ESPP), Employee Assistance Program (EAP), and tuition assistance. Employees accrue fifteen days Paid Time Off (PTO) in their first year of employment, receive 11 paid holidays plus 3 floating days and are eligible for 14 weeks of primary caregiver or two weeks of secondary caregiver leave when welcoming new family members. Individual pay decisions are based on a variety of factors, such as the candidate’s geographic work location, relevant qualifications, work experience, and skills. At ResMed, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current base range for this position is: $112,000 - $168,000 ​For remote positions located outside of the US, pay will be determined based the candidate’s geographic work location, relevant qualifications, work experience, and skills. Joining us is more than saying “yes” to making the world a healthier place. It’s discovering a career that’s challenging, supportive and inspiring. Where a culture driven by excellence helps you not only meet your goals, but also create new ones. We focus on creating a diverse and inclusive culture, encouraging individual expression in the workplace and thrive on the innovative ideas this generates. If this sounds like the workplace for you, apply now! We commit to respond to every applicant.