Remote Customer Success Specialist – Onboarding, Training, and Account Management at brighthush

About brighthush

brighthush is a trailblazing biotechnology leader dedicated to unlocking the full potential of synthetic DNA. Since our founding in 2013, we have empowered scientists, researchers, and innovators worldwide with cutting‑edge gene synthesis, variant library creation, and custom DNA solutions. Our mission is to accelerate scientific discovery and bring transformative therapies to patients faster. With a vibrant team of 501‑1000 employees, we blend deep scientific expertise with a culture of collaboration, curiosity, and continuous improvement.

Why Join brighthush?

At brighthush, we believe that every team member plays a pivotal role in shaping the future of biotechnology. As a Remote Customer Success Specialist, you will be at the heart of our customer experience, ensuring that our clients receive world‑class support from the moment they place an order to the final delivery of their custom DNA products. You’ll work alongside sales, engineering, logistics, and support teams to create seamless, high‑impact interactions that drive customer satisfaction, loyalty, and growth.

Key Responsibilities

• Customer Onboarding & Training: Guide new clients through the entire onboarding journey, from initial contact to successful project completion. Deliver tailored training sessions on our platform, order placement, and best practices.
• Account Management: Serve as the primary point of contact for a portfolio of strategic accounts. Build and nurture long‑term relationships, ensuring clients feel valued and supported.
• Sales Support: Collaborate closely with the sales team to create accurate, customized quotations, manage order updates, and provide real‑time status reports.
• Cross‑Functional Coordination: Act as the liaison between sales, Global Logistics, Commercial Operations, and Global Support to resolve issues, streamline processes, and enhance the overall customer experience.
• Data & Reporting: Maintain up‑to‑date dashboards and reports for both internal stakeholders and external customers. Analyze sales performance data to identify trends and recommend improvements.
• Process Improvement: Identify gaps in the customer journey, propose solutions, and lead cross‑functional initiatives to implement best practices.
• Ad‑Hoc Projects: Support special projects such as contract configuration for discount pricing, pilot programs, and new product launches.

Essential Qualifications

• 3–6 years of experience in sales, account management, customer success, or client relations within a fast‑paced, technology‑driven environment.
• Strong organizational skills with meticulous attention to detail.
• Excellent written and verbal communication skills, capable of translating complex technical information into clear, actionable guidance.
• Proficiency with Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) and familiarity with CRM platforms (e.g., Salesforce, HubSpot).
• Self‑motivated, proactive, and resourceful problem‑solver who thrives both independently and as part of a collaborative team.
• Bachelor’s degree in a relevant field (e.g., Biology, Chemistry, Life Sciences, Business, or Communications).

Preferred Qualifications

• Experience in the biotechnology or life sciences industry, particularly with synthetic DNA or gene synthesis services.
• Knowledge of laboratory workflows, sequencing technologies, and bioinformatics tools.
• Previous exposure to customer success metrics such as NPS, CSAT, and churn reduction.
• Advanced Excel skills, including pivot tables, macros, and data visualization.
• Experience working with remote teams across multiple time zones.

Skills & Competencies

• Customer‑centric mindset with a passion for delivering exceptional service.
• Strong analytical and problem‑solving abilities.
• Effective stakeholder management and communication.
• Adaptability to changing priorities and fast‑moving projects.
• Commitment to continuous learning and professional development.

Career Growth & Learning Opportunities

At brighthush, we invest heavily in the growth of our people. As a Customer Success Specialist, you will have access to:

• Structured onboarding and mentorship programs to accelerate your integration into the team.
• Regular training sessions on new products, industry trends, and emerging technologies.
• Cross‑functional projects that broaden your skill set and expose you to different business functions.
• Clear career pathways to senior Customer Success Manager, Director of Customer Experience, or Product Management roles.
• Opportunities to contribute to thought leadership through internal blogs, webinars, and industry conferences.

Work Environment & Company Culture

brighthush fosters a culture of transparency, innovation, and inclusivity. Our remote‑first approach means you can work from anywhere in the USA while staying connected through:

• Weekly virtual team huddles and monthly all‑hands meetings.
• Collaborative tools such as Slack, Microsoft Teams, and Asana.
• Regular virtual coffee chats and team‑building events.
• A supportive environment where ideas are welcomed, and feedback is constructive.

Compensation, Perks & Benefits

While specific figures vary based on experience, brighthush offers a competitive total rewards package that typically includes:

• Base salary commensurate with experience and market benchmarks.
• Performance‑based incentives and annual bonuses.
• Equity options to share in the company’s long‑term success.
• Comprehensive health, dental, and vision insurance.
• Flexible paid time off and a generous holiday schedule.
• Professional development stipend and access to online learning platforms.
• Remote work stipend to support home office setup.

How to Apply

Ready to make a tangible impact on the scientific community? Submit your application through our careers portal or click the link below. We look forward to learning how your expertise and passion align with brighthush’s mission to accelerate discovery and innovation.

H1B Sponsorship

brighthush has a history of supporting international talent through H1B sponsorships. While sponsorship is not guaranteed for every position, we encourage qualified candidates to apply and discuss potential pathways during the interview process.