About brighthush
brighthush is a pioneering force in the life‑sciences technology arena, delivering a unified, highly configurable lab informatics platform that transforms how researchers, clinicians, and pharmaceutical teams capture, analyze, and act on data. By seamlessly integrating instrument data, sample tracking, advanced analytics, and regulatory compliance, our platform liberates scientists from data wrangling, allowing them to focus on the core of discovery. With a global mission to accelerate scientific progress, brighthush empowers every stakeholder in the research ecosystem to achieve faster, more reliable, and reproducible results.
Why brighthush is the Future of Life Sciences
In an era where data is the new DNA, the ability to manage, interpret, and share complex datasets is paramount. brighthush sits at the intersection of cutting‑edge technology and rigorous scientific methodology, offering a platform that is not only powerful but also intuitive. Our solution is built on a foundation of open standards, modular architecture, and AI‑driven insights, ensuring that laboratories of all sizes—from boutique academic labs to large pharmaceutical R&D hubs—can scale their operations without compromising quality or compliance.
Position Overview
We are seeking an experienced Senior Customer Success Manager who blends strategic insight with an outcome‑focused mindset. In this role, you will be the trusted partner for our life‑sciences clients, ensuring they realize the full value of our platform, achieve rapid time‑to‑value, and drive sustained adoption. You will collaborate across sales, product, engineering, and support to anticipate needs, resolve challenges, and uncover new opportunities for growth.
Your Impact as a Senior Customer Success Manager
As a senior member of the Customer Success team, you will:
- Translate scientific challenges into actionable product improvements that shape the future of laboratory informatics.
- Serve as the voice of the customer in executive forums, influencing strategy and roadmap decisions.
- Lead high‑impact initiatives that accelerate adoption for some of the world’s most prestigious research institutions.
- Build a legacy of client success stories that inspire the next generation of scientists.
Key Responsibilities
Customer Relationship Management
- Build and nurture deep, trust‑based relationships with key stakeholders across client organizations.
- Act as the primary advocate for customers within brighthush, ensuring their voice shapes product roadmap and service delivery.
- Lead quarterly business reviews (QBRs) to assess health, performance, and strategic alignment.
- Develop and maintain account plans that align with clients’ long‑term scientific goals and commercial objectives.
- Track and analyze customer health metrics, usage KPIs, and satisfaction scores to inform proactive interventions.
- Identify upsell and cross‑sell opportunities that deliver additional value and reinforce partnership.
Onboarding & Adoption
- Design and execute a seamless onboarding journey that welcomes new customers and accelerates adoption.
- Collaborate with the implementation team to translate pre‑sale expectations into actionable deployment plans.
- Create engaging onboarding materials—guides, videos, and workshops—that empower users from day one.
- Monitor early adoption milestones and provide targeted coaching to ensure success.
Issue Resolution & Support
- Proactively monitor accounts for potential friction points and intervene before issues become blockers.
- Own the customer success plan, setting clear objectives, timelines, and success criteria.
- Coordinate with support, engineering, and product teams to resolve incidents swiftly and transparently.
- Collect and analyze feedback at critical touchpoints, feeding insights back into continuous improvement loops.
- Maintain a calm, solution‑driven demeanor that reduces customer stress and reinforces confidence in brighthush.
Education & Advocacy
- Lead educational initiatives—webinars, workshops, and in‑house training—to deepen product knowledge.
- Champion best practices for data management, workflow optimization, and AI integration.
- Expand internal contacts within accounts, fostering cross‑functional collaboration and uncovering new value streams.
- Strive for a 100% referenceable customer base by delivering exceptional experiences that inspire advocacy.
Hospitality‑Driven Engagement
- Adopt a concierge‑style approach, anticipating needs and delivering personalized support.
- Design touchpoints that feel personable, attentive, and genuinely helpful—turning routine interactions into memorable moments.
- Ensure every customer feels respected, valued, and empowered to succeed.
Success Metrics & KPIs
- Customer Health Score (CHS) above 85% across all managed accounts.
- Net Promoter Score (NPS) improvement of at least 10 points year‑over‑year.
- Adoption rate of new platform features within 90 days of release.
- Revenue growth from upsell/cross‑sell initiatives exceeding 15% of base ARR.
- Reduction in support ticket volume by 20% through proactive education and issue resolution.
Required Qualifications
- Bachelor’s degree in Bioinformatics, Life Sciences, Scientific Computing, Data Management, or a related field.
- 10+ years of customer success, account management, or client‑facing roles within the scientific software industry.
- Hands‑on experience with ELN/LIMS, laboratory informatics, or AI‑driven research platforms.
- Global travel experience to client sites is a plus.
Preferred Qualifications
- Experience with AI/ML integration in laboratory workflows.
- Background in scientific research or clinical operations.
- Fluency in multiple languages to serve a diverse global client base.
Skills & Competencies
- Empathetic Communication – Exceptional interpersonal skills with a focus on listening, patience, and understanding.
- Problem‑Solving – Ability to anticipate challenges and devise creative, customer‑centric solutions.
- Organizational Excellence – Mastery of multitasking, prioritization, and managing multiple accounts simultaneously.
- Team Collaboration – Proven track record of working cross‑functionally to elevate customer experience.
- CRM & Success Tool Proficiency – Advanced knowledge of Salesforce, Gainsight, or similar platforms; experience with survey analytics is a plus.
- Willingness to travel globally to support key accounts.
Career Growth & Learning Pathways
At brighthush, your professional development is a priority. You will have access to:
- Structured mentorship programs with senior leaders.
- Regular training on emerging technologies, industry trends, and customer success best practices.
- Opportunities to lead cross‑functional initiatives, influencing product strategy and market positioning.
- Clear career pathways—from Customer Success Manager to Director of Customer Success, and beyond.
Work Environment & Culture
Our hybrid model blends the flexibility of remote work with the camaraderie of in‑office collaboration. You’ll enjoy:
- Inclusive, diverse teams that celebrate different perspectives.
- Transparent communication channels and open‑door leadership.
- A culture that rewards curiosity, experimentation, and continuous improvement.
- Regular team‑building events, hackathons, and science‑focused community outreach.
Compensation & Benefits
While specific figures vary by experience, brighthush offers a competitive total rewards package that includes:
- Base salary commensurate with market standards for senior customer success roles.
- Performance‑based bonuses tied to customer health, adoption, and revenue growth.
- Equity participation to share in the company’s long‑term success.
- Comprehensive health, dental, and vision insurance.
- Generous paid time off, parental leave, and flexible work arrangements.
- Professional development budget and conference travel support.
Diversity, Equity & Inclusion
brighthush is committed to fostering an inclusive workplace that reflects the communities we serve. We actively encourage applications from individuals of all backgrounds, ensuring a fair and equitable hiring process.
How to Apply
Ready to make a tangible impact on scientific discovery? Submit your application through our careers portal or click the link below to start your journey with brighthush.
Apply for this job