Remote Customer Success Specialist – LIMS & Lab Informatics – Life Sciences Platform Onboarding & Support

About brighthush

brighthush is a forward‑thinking life‑sciences technology company that empowers research laboratories worldwide with cutting‑edge Laboratory Information Management Systems (LIMS) and Lab Informatics solutions. Our mission is to streamline wet‑lab and dry‑lab workflows, accelerate discovery, and enable scientists to focus on what matters most: breakthrough science. With a culture rooted in collaboration, curiosity, and continuous improvement, brighthush is rapidly expanding its footprint across the United States and beyond.

Why Join brighthush?

As a Remote Customer Success Specialist, you will be the bridge between our customers and the brighthush platform. You’ll shape the customer journey, troubleshoot complex issues, and help us build a world‑class support ecosystem. This role offers:

• Full remote flexibility with a focus on work‑life balance.
• Competitive salary and performance‑based bonuses.
• Comprehensive health, dental, and vision coverage after a brief probationary period.
• Equity eligibility once you’re part of the core team.
• Rapid career progression as the customer success team scales.
• Access to continuous learning resources, industry conferences, and internal knowledge sharing.

Key Responsibilities

In this role, you will:

• Own the end‑to‑end customer onboarding process – from initial discovery calls to full platform adoption, ensuring that both wet‑lab and dry‑lab workflows integrate seamlessly into brighthush’s LIMS.
• Deliver tailored training and day‑to‑day support – conduct live workshops, create instructional videos, and provide on‑call assistance to scientists, technicians, and lab managers.
• Diagnose and resolve configuration and workflow issues – collaborate closely with Product and Engineering teams to triage, prioritize, and close tickets quickly.
• Build and nurture trusted relationships – engage in candid conversations, manage expectations, and turn challenges into opportunities for improvement.
• Design and refine support processes – develop user stories, knowledge‑base articles, and best‑practice guides that elevate the overall customer experience.
• Act as a voice of the customer – gather feedback, identify trends, and advocate for product enhancements that align with scientific workflows.

Essential Qualifications

• 1–2 years of experience in customer success, implementation, support, or consulting within the life‑sciences sector.
• Strong technical aptitude and a problem‑solving mindset.
• Excellent communication skills, both written and verbal, with confidence in customer‑facing interactions.
• Academic background in life sciences, biotechnology, bioinformatics, engineering, or a related discipline.
• Hands‑on experience with LIMS/ELN systems – implementation, support, or daily use is highly preferred.
• Project management, consulting, or startup experience is a plus.

Preferred Qualifications

• Experience working in a fast‑paced SaaS environment.
• Familiarity with laboratory workflows such as sample tracking, data capture, and regulatory compliance.
• Proficiency in data visualization tools (e.g., Tableau, Power BI) or scripting languages (Python, R) for data‑driven support.
• Previous involvement in creating or maintaining a knowledge base or community forum.

Skills & Competencies

• Customer‑centric mindset – always prioritizing the user experience.
• Analytical thinking – turning complex data into actionable insights.
• Collaboration – working effectively with cross‑functional teams.
• Adaptability – thriving in a rapidly evolving product landscape.
• Time management – juggling multiple priorities while maintaining high service levels.

Career Growth & Learning Opportunities

At brighthush, your professional development is a top priority. You will:

• Participate in a structured onboarding program that covers product knowledge, industry trends, and soft‑skill development.
• Attend quarterly “Innovation Labs” where you can propose new features or process improvements.
• Receive mentorship from senior leaders in Customer Success, Product, and Engineering.
• Earn certifications in LIMS/ELN platforms, data science, or project management.
• Progress into senior or lead roles as the team expands, with clear performance metrics and promotion pathways.

Work Environment & Culture at brighthush

Our culture is built on transparency, empowerment, and a shared passion for science. You’ll find:

• A fully remote, globally distributed team that values flexibility and results.
• Weekly virtual coffee chats and monthly town‑hall meetings to keep everyone connected.
• A “no‑silence” policy that encourages open dialogue and rapid feedback.
• Regular hackathons and cross‑departmental projects that foster creativity.
• A commitment to diversity, equity, and inclusion – we believe diverse teams drive better science.

Compensation & Perks

• Competitive base salary commensurate with experience.
• Performance‑based bonuses tied to customer satisfaction and adoption metrics.
• Health, dental, and vision insurance for you and your dependents.
• Equity program after a successful probation period.
• Generous paid time off, including sick leave and personal days.
• Flexible working hours to accommodate time‑zone differences.
• Access to a curated library of industry journals, webinars, and training courses.

Ready to Make an Impact?

If you are a proactive, science‑savvy professional who thrives on solving real‑world problems for researchers, we want to hear from you. Join brighthush and help shape the future of laboratory informatics, one customer success story at a time.

Apply today and become part of a team that is redefining how life‑sciences labs operate in the digital age.