Senior Customer Experience Executive – Driving Client Success, Strategic Partnerships, and Innovation in Mid‑Atlantic Healthcare – Join brighthush

About brighthush

brighthush stands at the forefront of the convergence between healthcare and biotechnology, redefining how clinicians, laboratories, and patients access and interpret critical diagnostic information. By seamlessly integrating cutting‑edge genomic testing with advanced data analytics and comprehensive care platforms, we transform complex medical data into clear, actionable insights that empower decision‑makers at every level of the healthcare continuum.

Our mission is simple yet profound: to bring clarity and confidence to every healthcare journey, ensuring that each decision is informed, timely, and life‑changing. At brighthush, we believe that exceptional customer experience is the engine of progress. Our cross‑functional teams—spanning research & development, sales, support, and operations—work in harmony to deliver interactions that reflect our core values of Integrity, Courage, and Passion.

As we expand our footprint across the Mid‑Atlantic region, we are seeking a dynamic, client‑centric professional to join our Customer Experience team and help elevate the standard of care for our partners.

Why Join brighthush?

At brighthush, you will be part of a mission‑driven organization that values innovation, collaboration, and continuous learning. We offer:

• Opportunity to work with cutting‑edge genomic and data‑driven technologies that shape the future of healthcare.
• A culture that rewards curiosity, creativity, and a passion for solving real‑world problems.
• Access to a network of industry leaders, thought‑provoking conferences, and ongoing professional development.
• A flexible, remote‑first work model complemented by regional hubs in Baltimore, Northern Virginia, and Washington, DC.
• Competitive compensation, comprehensive benefits, and a clear career progression roadmap.

Position Overview

The Senior Customer Experience Executive (CEE) is a pivotal role that serves as the primary liaison for a select group of high‑impact brighthush accounts. Based in the Baltimore, Northern Virginia, and Washington, DC region, the CEE will manage the entire customer lifecycle—from pre‑to post‑testing—ensuring seamless service delivery, proactive issue resolution, and continuous improvement of our product portfolio.

As a trusted advisor, you’ll collaborate with cross‑functional stakeholders, analyze client data, and champion tailored solutions that drive account growth and satisfaction. Your influence will shape the way brighthush partners with hospitals, pathology laboratories, and patients, reinforcing our reputation as a customer‑first organization.

Key Responsibilities

• Client Partnership & Account Management – Build deep, strategic relationships with key accounts, becoming the go‑to point of contact for all operational and product inquiries.
• Operational Excellence – Oversee end‑to‑end testing processes, ensuring accuracy, timeliness, and compliance with regulatory standards.
• Process Improvement – Identify bottlenecks, propose solutions, and collaborate with internal teams to implement custom workflows that enhance service delivery.
• Data‑Driven Insights – Monitor ordering patterns, usage metrics, and client feedback to uncover trends and recommend actionable improvements.
• Stakeholder Collaboration – Work closely with Sales, Operations, Quality Assurance, and Technical Support to align on account strategies and resolve escalated issues.
• Feedback Loop – Capture client insights, document best practices, and partner with the Operations team to translate feedback into tangible process enhancements.
• Communication & Responsiveness – Respond to client inquiries within 24 hours, maintain a professional and warm presence across email, phone, and occasional face‑to‑face meetings.
• Project Coordination – Lead cross‑departmental initiatives, allocate resources efficiently, and ensure project milestones are met on schedule.
• Travel & Representation – Travel up to 30% of the time within the assigned region and attend bi‑annual company meetings to represent brighthush’s commitment to client success.
• Compliance & Governance – Adhere to attendance policies, data privacy regulations (HIPAA), and internal quality standards.
• Continuous Learning – Stay current on product updates, industry trends, and emerging technologies to provide informed guidance to clients.

Essential Qualifications

• Bachelor’s degree in Business, Healthcare, Life Sciences, or a related field (or equivalent work experience).
• Minimum of 4 years of customer‑facing experience in biotech, healthcare, or related sales support roles.
• Residency within 50 miles of the Baltimore, Northern VA, or Washington, DC service area.
• Strong analytical mindset with the ability to interpret data and translate findings into actionable strategies.
• Excellent written and verbal communication skills, capable of engaging stakeholders at all levels.
• Proficiency in Microsoft Office Suite (Word, PowerPoint, Excel) and familiarity with CRM platforms.
• Demonstrated commitment to integrity, courage, and passion—core values that define brighthush.

Preferred Qualifications

• 5+ years of experience in a customer‑service or sales role within the biotech or healthcare sector.
• Hands‑on experience with Salesforce or similar CRM systems.
• Background in data and trend analysis for account management.
• Experience collaborating with remote or distributed teams.
• Track record of managing multiple concurrent initiatives while maintaining high quality and meeting deadlines.
• Proficiency in problem‑solving both technical and interpersonal challenges.
• Ability to work independently with minimal supervision.
• Understanding of HIPAA regulations and the importance of patient data privacy.
• Experience in negotiating and influencing cross‑functional stakeholders.

Skills & Competencies

• Client‑Centric Mindset – Passion for delivering outstanding service and anticipating client needs.
• Strategic Thinking – Ability to align account goals with brighthush’s business objectives.
• Analytical Acumen – Skilled at dissecting complex data sets to uncover insights.
• Collaboration & Influence – Comfortable working across departments and influencing decision‑makers.
• Adaptability – Thrives in a fast‑paced, evolving environment.
• Project Management – Strong organizational skills and a track record of delivering projects on time.
• Communication – Clear, concise, and persuasive in both written and verbal formats.
• Technical Proficiency – Comfortable navigating CRM systems, data dashboards, and Microsoft Office.

Career Growth & Learning Opportunities

At brighthush, we invest in our people. As a Senior Customer Experience Executive, you will:

• Participate in a structured onboarding program that includes mentorship from senior leaders.
• Access continuous learning resources—online courses, certifications, and industry conferences—to deepen your expertise in genomics, data analytics, and customer success.
• Engage in cross‑functional projects that broaden your skill set and expose you to new facets of the business.
• Advance to senior or managerial roles within the Customer Experience or Client Services divisions, with clear performance‑based pathways.
• Contribute to strategic initiatives that shape the future of healthcare diagnostics.

Work Environment & Company Culture

brighthush fosters a culture of collaboration, innovation, and inclusivity. Our remote‑first approach, combined with regional hubs in Baltimore, Northern VA, and Washington, DC, offers flexibility while maintaining strong team cohesion. We celebrate diversity, encourage open dialogue, and reward creative problem‑solving. As a member of our Customer Experience team, you’ll be part of a high‑energy, mission‑driven community that values each individual’s contribution.

Compensation & Benefits

We offer a competitive salary range of $67,280 – $84,100 per year, commensurate with experience and market conditions. In addition to base pay, you may be eligible for an annual discretionary bonus tied to individual and company performance. Our comprehensive benefits package includes:

• Health, dental, and vision insurance plans.
• Flexible spending accounts (FSA) and health savings accounts (HSA).
• 401(k) retirement plan with company match.
• Paid time off (PTO), holidays, and sick leave.
• Professional development stipend and tuition reimbursement.
• Employee wellness programs and mental health resources.
• Employee stock purchase plan (ESPP) and equity options.
• Remote work flexibility and travel allowances.

How to Apply

If you’re ready to elevate client success, drive innovation, and grow your career at a forward‑thinking organization, we’d love to hear from you. Submit your resume and a cover letter outlining why you’re the ideal fit for the Senior Customer Experience Executive role at brighthush.

Apply to brighthush Today

Closing Statement

At brighthush, every client interaction is an opportunity to make a lasting impact on patient outcomes and healthcare innovation. If you thrive in a fast‑paced, data‑driven environment and are passionate about delivering world‑class customer experiences, we invite you to join our team. Together, we can transform the way healthcare is delivered—one partnership at a time.

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*This posting is open to qualified candidates regardless of location, provided they meet the residency requirement for the Baltimore, Northern VA, or Washington, DC region.*