Remote Mid-Market Customer Success Manager – Accelerating Scientific Adoption, Retention, and Growth at brighthush

About brighthush

brighthush is a trailblazing science visualization platform that empowers researchers, scientists, and educators to transform complex data into clear, compelling stories. Founded in 2017, brighthush has grown to a vibrant community of 201‑500 employees and is headquartered in Toronto, Ontario. Our mission is to democratize scientific communication, enabling every lab, university, and pharmaceutical organization to share their discoveries with precision and impact. With a global customer base spanning academia, biotech, and pharma, we are on the cusp of redefining how science is visualized and communicated.

Why Join brighthush?

At brighthush, we celebrate curiosity, collaboration, and continuous learning. Our remote‑first culture means you can work from anywhere in the U.S. or Canada while staying connected to a dynamic, cross‑functional team that values your voice and expertise. We invest in your professional growth through mentorship, training, and access to industry conferences. As a mid‑market Customer Success Manager, you will be the linchpin that drives renewal, expansion, and long‑term customer success for a portfolio of high‑impact scientific institutions.

Key Responsibilities

• Own a Mid‑Market Book of Business – Manage a portfolio of 200+ mid‑market accounts, ensuring a deep understanding of each customer’s scientific goals, workflows, and strategic priorities.
• Drive Renewals & Expansion – Lead the full commercial lifecycle: from renewal forecasting and contract negotiations to upsell and cross‑sell opportunities that align with institutional needs.
• Build Trusted Partnerships – Cultivate relationships with senior scientific, operational, and procurement stakeholders, positioning brighthush as a strategic partner in research and scientific communication.
• Proactive Risk Management – Identify renewal risks early, develop mitigation plans, and collaborate with Sales to pursue expansion strategies.
• Champion Customer Adoption – Work closely with Product and Marketing to align the platform with real scientific workflows, ensuring customers realize value quickly and consistently.
• Data‑Driven Account Planning – Leverage analytics to surface growth opportunities, conduct ongoing customer discovery, and create actionable account plans.
• Accelerate Time‑to‑Value – Design and deliver onboarding, training, and best‑practice workshops that reduce ramp‑up time and empower users to create high‑quality visualizations.
• Cross‑Functional Collaboration – Partner with Sales, Product, Marketing, and Support to capture customer feedback, influence roadmap decisions, and ensure a seamless customer experience.
• Metrics & Reporting – Track and report on key performance indicators such as renewal rate, expansion revenue, NPS, and CSAT, using tools like Salesforce, Gainsight, and Tableau.

Essential Qualifications

• 3–5+ years of experience in Customer Success, Account Management, or a similar client‑facing role within a SaaS environment.
• Proven track record of owning the full commercial lifecycle: renewals, contract negotiations, and revenue growth through upsell and expansion.
• Strong ability to engage senior scientific and operational stakeholders, tailoring value messaging to diverse audiences.
• Familiarity with Customer Success metrics (retention, expansion, renewal forecasting, pipeline contribution).
• Excellent communication, organization, and prioritization skills.
• BSc or Master’s degree in Life Sciences, Chemistry, Biology, or a related field.

Preferred Qualifications

• Experience working with pharmaceutical, biotech, or academic research organizations.
• Knowledge of scientific visualization tools or experience in a research‑focused SaaS product.
• Proficiency with CRM and CS tools such as Salesforce, Gainsight, HubSpot, or similar.
• Experience leading cross‑functional initiatives and influencing product roadmap.
• Demonstrated ability to analyze data and translate insights into actionable plans.

Skills & Competencies

• Strategic Thinking – Ability to see the big picture and align customer success initiatives with business objectives.
• Relationship Building – Proven skill in building trust with senior stakeholders and fostering long‑term partnerships.
• Analytical Acumen – Comfortable working with data to forecast renewals, identify expansion opportunities, and measure success.
• Communication Excellence – Clear, concise, and persuasive communication across written, verbal, and presentation formats.
• Project Management – Strong organizational skills to manage multiple accounts, timelines, and cross‑team dependencies.
• Adaptability – Thrive in a fast‑paced, evolving environment, quickly learning new tools and processes.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is shaped by your ambition and performance. As a Customer Success Manager, you will:

• Progress to a Senior Customer Success Manager or Customer Success Director role, overseeing larger portfolios and mentoring junior teammates.
• Transition into Product Management or Sales Leadership, leveraging your deep customer insights to influence product strategy or drive enterprise sales.
• Participate in leadership development programs, including executive coaching, cross‑functional projects, and industry conferences.
• Contribute to thought leadership by publishing case studies, speaking at webinars, and sharing best practices with the broader scientific community.

Work Environment & Culture

brighthush is built on a foundation of collaboration, transparency, and innovation. Our remote‑first model empowers you to work from anywhere while staying connected through:

• Weekly virtual team huddles and monthly all‑hands meetings.
• Digital collaboration tools (Slack, Microsoft Teams, Miro, and Asana).
• Open‑door leadership and a culture that encourages experimentation and learning.
• Inclusive hiring practices that celebrate diverse perspectives and experiences.

Compensation & Perks

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

• Base salary commensurate with market rates for mid‑market Customer Success Managers.
• Performance‑based bonuses tied to renewal, expansion, and customer satisfaction metrics.
• Health, dental, and vision insurance (U.S. and Canada).
• 401(k) matching (U.S.) and RRSP contribution matching (Canada).
• Unlimited paid time off and flexible work hours.
• Professional development stipend and access to industry conferences.
• Equity options as part of the long‑term incentive plan.
• Wellness programs, including virtual fitness classes and mental health resources.

How to Apply

If you are passionate about science, thrive in a fast‑paced SaaS environment, and want to make a tangible impact on the research community, we would love to hear from you. Submit your application through our career portal or click the link below to start your journey with brighthush.