Seasoned Senior Customer Success Manager – Commercial Content & Digital Asset Management Specialist for Life Sciences – Champion Customer Growth, Innovation, and Digital Transformation at brighthush

About brighthush

brighthush is a trailblazing, mission‑driven technology company that empowers life‑sciences organizations to accelerate the delivery of life‑changing therapies to patients worldwide. With a laser focus on industry‑specific cloud solutions, we help our customers streamline regulatory compliance, enhance marketing effectiveness, and unlock the full value of their digital assets. As a public benefit corporation, brighthush is legally committed to balancing the interests of customers, employees, society, and investors, ensuring that every decision we make contributes to a healthier future for all.

Why brighthush is the Place to Grow Your Career

At brighthush, we believe that great work happens when people are empowered, supported, and inspired. Our culture is built on four core values: Do the Right Thing, Customer Success, Employee Success, and Speed. We are a Work‑Anywhere company, offering the flexibility to work from home, in the office, or a hybrid model—so you can thrive in the environment that best fuels your creativity and productivity.

What We’re Looking For

We’re seeking an experienced, customer‑centric leader to join our Commercial Content team as a Senior Customer Success Manager. In this role, you will be the trusted advisor for our largest, most strategic customers, ensuring they achieve measurable business outcomes through the effective use of our Commercial Content and Digital Asset Management applications.

The Role

As a Senior Customer Success Manager at brighthush, you will be the primary point of contact for 4–6 global, enterprise‑level customers post‑implementation. Your mission is to deepen relationships, drive adoption, and translate our technology into tangible value for each customer’s business objectives.

Key Responsibilities

• Customer Relationship Leadership: Own the end‑to‑end customer journey, building trust with business decision makers and application owners across multiple functional areas.
• Strategic Advisory: Conduct regular business reviews, identify growth opportunities, and develop customized roadmaps that align our solutions with each customer’s evolving goals.
• Proactive Engagement: Initiate and lead quarterly business reviews, adoption workshops, and training sessions to ensure customers are fully leveraging the capabilities of our Commercial Content and Digital Asset Management platforms.
• Issue Escalation & Resolution: Serve as the liaison between customers and internal teams (Product, Engineering, Sales, and Services) to resolve technical or functional challenges swiftly and transparently.
• Cross‑Customer Collaboration: Facilitate knowledge sharing and best‑practice sessions among customers, fostering a community of practice that drives collective success.
• Data‑Driven Insights: Leverage usage analytics and customer feedback to identify adoption gaps, recommend enhancements, and influence product roadmap decisions.
• Revenue & Growth Impact: Partner with Sales to identify upsell and expansion opportunities, contributing to the overall growth of the customer portfolio.
• Travel & On‑Site Support: Travel up to 25% of the time to meet customers in person, attend industry events, and support critical implementation milestones.

Essential Qualifications

• 7+ years of experience in promotional content, medical communications, or related roles within the life‑sciences industry.
• Proven track record of managing relationships with senior stakeholders in large, global pharmaceutical or biotechnology organizations.
• Strong consulting background with a focus on customer success, change management, and digital transformation.
• Demonstrated ability to translate complex technical solutions into clear business value propositions.
• Excellent communication, presentation, and facilitation skills, with the ability to influence at all levels.
• Comfortable working in a fast‑paced, high‑growth SaaS environment.
• Willingness and ability to travel up to 25% of the time.

Preferred Qualifications

• Based in North America, preferably on the East Coast, to support regional customer engagements.
• 7+ years of experience in software, SaaS, or consulting roles, with a deep understanding of cloud‑native platforms.
• Hands‑on experience with Digital Asset Management or Content Management systems, ideally within a life‑sciences context.
• Prior exposure to brighthush’s Vault or similar regulatory‑compliant content platforms.
• Experience working with cross‑functional teams in a global, matrixed organization.

Skills & Competencies

• Customer‑Obsessed Mindset: Passion for delivering exceptional customer experiences and a relentless focus on outcomes.
• Strategic Thinking: Ability to see the big picture, anticipate future needs, and craft long‑term success plans.
• Analytical Acumen: Proficiency in data analysis, KPI tracking, and deriving actionable insights from usage metrics.
• Project Management: Strong organizational skills, with the capacity to manage multiple initiatives simultaneously.
• Collaboration & Influence: Skilled at building consensus across cross‑functional teams and external partners.
• Adaptability: Comfortable navigating ambiguity and driving change in a dynamic environment.
• Technical Fluency: Comfortable learning new software tools, understanding technical concepts, and translating them for non‑technical audiences.

Career Growth & Learning Opportunities

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

• Structured mentorship programs with senior leaders in Customer Success, Product, and Sales.
• Continuous learning resources, including industry certifications, workshops, and conferences.
• Clear career pathways from Customer Success Manager to Director of Customer Success, and beyond.
• Cross‑functional project assignments that broaden your skill set and expose you to new business areas.
• Regular performance reviews that focus on growth, feedback, and goal setting.

Work Environment & Culture

brighthush fosters an inclusive, collaborative, and high‑energy workplace. Our teams are distributed globally, yet we maintain a strong sense of community through:

• Virtual town halls, hackathons, and innovation challenges.
• Regular team‑building activities, both in‑person and virtual.
• Open‑door leadership and transparent communication channels.
• Commitment to work‑life balance, with flexible schedules and generous paid time off.
• Recognition programs that celebrate individual and team achievements.

Compensation & Benefits

We offer a competitive total rewards package that reflects your experience, expertise, and the value you bring to brighthush:

• Base Salary: $100,000 – $160,000 (commensurate with experience and location).
• Potential for variable bonuses and equity awards, aligned with company performance and individual contributions.
• Comprehensive health coverage, including medical, dental, vision, and life insurance.
• Flexible paid time off (PTO) and company‑paid holidays.
• 401(k) retirement plan with company match.
• 1% charitable giving program, allowing employees to support causes they care about.
• Professional development budget and tuition reimbursement.
• Wellness initiatives, including mental health resources and fitness stipends.

How to Apply

Ready to make a tangible impact on the life‑sciences industry? Submit your resume and cover letter through our careers portal. Our hiring process is designed to be transparent and respectful of your time:

1. Application submission.
2. Within 3 days, you’ll receive a link to a brief personality assessment.
3. After assessment completion, our team reviews your full application and contacts you with next steps.
4. If selected, you’ll progress through a structured interview series:
   1. Conversation with the hiring manager.
   2. Practical case exercise.
   3. Final discussion with a senior leader from the Customer Success organization.
5. Final decision communicated by the hiring manager.

Join brighthush Today

At brighthush, you’ll work alongside passionate, talented professionals who are dedicated to transforming the life‑sciences sector. If you are a strategic thinker, a customer‑first advocate, and a collaborative leader, we invite you to apply and help us shape the future of healthcare innovation.