Remote Director of Customer Success – Pharmacovigilance & Signal Management for Life Sciences SaaS Platform

About brighthush

brighthush is a global talent solutions partner that empowers life‑science organizations to build, scale, and sustain high‑performance teams. With a deep understanding of the regulatory landscape, scientific rigor, and the unique challenges of drug safety, we help our clients accelerate innovation while maintaining the highest standards of compliance. Our culture is built on collaboration, continuous learning, and a relentless focus on delivering measurable impact for both our clients and the teams we place.

Why This Role Matters

In the fast‑evolving world of pharmacovigilance, the ability to detect, assess, and mitigate safety signals can mean the difference between a successful product launch and a costly recall. Our pharmacovigilance SaaS platform is trusted by leading pharmaceutical, biotech, and contract research organizations to streamline signal detection, manage adverse event data, and support regulatory submissions. As the Director of Customer Success, you will be the strategic partner who ensures our customers not only adopt the platform but also realize tangible safety and business outcomes.

Role Overview

As a remote leader based in the United States, you will own the full post‑implementation lifecycle for a portfolio of enterprise customers. Your influence will span from application owners and signal management teams to C‑suite executives. You will drive customer retention, expansion, and advocacy while translating customer insights into product enhancements that keep our platform at the cutting edge of safety analytics.

Key Responsibilities

• End‑to‑End Relationship Ownership: Manage the entire customer journey—from onboarding to renewal—ensuring seamless adoption and sustained value.
• Sentiment & Health Monitoring: Leverage health scoring, usage analytics, NPS/CSAT, and executive engagement to proactively identify and mitigate risks.
• Escalation Leadership: Own the escalation process, coordinating with Support, Engineering, and Product to resolve issues swiftly and protect customer confidence.
• Quarterly Business Reviews (QBRs): Lead data‑driven QBRs that showcase measurable outcomes, align platform usage with strategic safety objectives, and uncover upsell opportunities.
• Voice of the Customer: Synthesize feedback, usage patterns, and unmet needs into actionable insights for Product Management and Engineering.
• Product Roadmap Collaboration: Partner with Product Management to validate new capabilities, prioritize features, and champion adoption of releases.
• Community Building: Establish advisory boards, user communities, and cross‑customer forums to foster peer learning and advocacy.
• Growth & Expansion: Identify, qualify, and develop expansion opportunities across modules, data sources, users, business units, geographies, and services.
• Strategic Account Planning: Build and execute account plans with clear growth targets, stakeholder maps, budgets, and buying cycles.
• Sales Partnership: Collaborate with Sales to move opportunities from discovery to close, ensuring gross and net revenue retention.
• Customer Advocacy: Cultivate references, case studies, and champions that accelerate new business.
• Industry Thought Leadership: Provide customers with best‑practice guidance on signal detection, regulatory expectations, and emerging technologies such as AI‑enabled safety analytics.

Essential Qualifications

• 10+ years of experience in life sciences, software, or consulting with a strong focus on enterprise customer engagement.
• Deep knowledge of drug safety and pharmacovigilance processes, including signal detection and management (EU GVP Module IX, FDA guidance).
• Proven track record of building executive relationships at large global pharmaceutical or biotech companies.
• Demonstrated success in driving renewals, upsells, or cross‑sell, with ownership of revenue targets.
• Data‑driven account management mindset—using health metrics and usage insights to act proactively.
• Exceptional communication, presentation, and executive presence; ability to translate complex scientific and technical concepts into clear business value.
• Strong problem‑solving skills and a proactive, ownership‑driven mindset.
• Legal authorization to work in the United States without current or future visa sponsorship.
• Hands‑on experience with pharmacovigilance products such as signal detection, safety databases, or safety analytics applications.
• Experience in a high‑growth enterprise SaaS environment.
• Familiarity with customer success and CRM platforms (e.g., Gainsight, Salesforce).
• Degree in life sciences, pharmacy, computer science, or a related business field.
• Advanced degree (PhD, PharmD, MBA, etc.) is a plus.

Preferred Qualifications

• Experience leading a global customer success team across multiple time zones.
• Background in regulatory affairs or quality assurance within the pharmaceutical industry.
• Knowledge of AI‑driven safety analytics and emerging digital health technologies.
• Proficiency in data visualization tools (Tableau, Power BI) to create compelling dashboards for executive stakeholders.

Skills & Competencies

• Strategic Thinking & Visionary Leadership
• Customer‑Centric Mindset with a passion for delivering measurable outcomes
• Analytical Acumen—ability to interpret complex data sets and translate insights into action
• Influence & Negotiation—comfort engaging with C‑suite executives and cross‑functional teams
• Project Management—expertise in orchestrating multi‑disciplinary initiatives with tight deadlines
• Adaptability—thrives in a fast‑paced, evolving SaaS environment
• Collaboration—strong interpersonal skills to build relationships across product, sales, support, and engineering

Career Growth & Learning Opportunities

At brighthush, we believe that the best leaders are lifelong learners. As Director of Customer Success, you will:

• Lead a high‑impact team that shapes the future of pharmacovigilance technology.
• Participate in executive‑level strategy sessions, influencing product direction and market positioning.
• Access a curated learning library covering regulatory science, AI in drug safety, and advanced customer success methodologies.
• Earn certifications in Customer Success Management, Product Management, and Data Analytics.
• Benefit from a mentorship program that pairs you with senior leaders across the organization.

Work Environment & Culture

Our remote-first culture empowers you to work from anywhere in the United States while staying connected to a vibrant, collaborative community. We value:

• Flexibility—work hours that fit your life, with a focus on results rather than rigid schedules.
• Diversity & Inclusion—an environment where every voice is heard and celebrated.
• Innovation—freedom to experiment, iterate, and bring bold ideas to life.
• Transparency—open communication from leadership to frontline teams.
• Well‑being—comprehensive health benefits, mental health support, and a generous paid‑time‑off policy.

Compensation, Perks & Benefits

While specific figures are tailored to experience and qualifications, the overall package includes:

• Competitive base salary with performance‑based bonuses.
• Equity or stock‑option program to share in the company’s growth.
• Health, dental, and vision insurance with a generous employer contribution.
• 401(k) plan with company match.
• Unlimited paid time off and a flexible work‑from‑home policy.
• Professional development stipend and conference travel support.
• Access to cutting‑edge tools and technology to excel in your role.

How to Apply

Ready to lead the next generation of pharmacovigilance excellence? Submit your resume and a brief cover letter outlining why you’re the ideal fit for this role. We’re excited to explore how your expertise can help our customers thrive.

Join brighthush Today

At brighthush, we’re not just building teams—we’re shaping the future of drug safety. If you’re passionate about customer success, driven by data, and eager to make a real impact in life sciences, we want to hear from you. Apply now and become a pivotal part of a company that values innovation, collaboration, and the relentless pursuit of excellence.