Senior Customer Experience Executive – Oregon & Washington – Driving Client Success, Service Excellence, and Strategic Partnerships in Life‑Science & Healthcare Innovation at brighthush

About brighthush

brighthush is more than a company; it is a catalyst for change in the Pacific Northwest’s healthcare ecosystem. Founded on the belief that science and compassion can coexist, we deliver a portfolio that spans advanced molecular diagnostics, precision medicine, and integrated health solutions. Our mission is simple yet profound: to illuminate the path to better health outcomes for patients worldwide.

We operate at the intersection of cutting‑edge technology and patient‑centric care. By empowering clinicians, laboratories, and health systems with faster, more accurate diagnostics, we enable personalized treatment plans that transform outcomes. Our commitment to Integrity, Courage, and Passion is woven into every product, partnership, and interaction, ensuring that exceptional service is not a goal but a daily reality.

As we expand our footprint across Oregon and Washington, we invite passionate professionals to join us in shaping the future of healthcare—one patient, one clinician, and one laboratory at a time.

Role Overview

As a Senior Customer Experience Executive (CEE) for the Oregon and Washington territories, you will be the primary advocate for our key accounts. You will partner with clinicians, hospital administrators, pathology labs, and patients to ensure seamless access to our full suite of products and services. Your role is pivotal in translating complex scientific solutions into tangible value for our clients, while continuously refining our service delivery to exceed expectations.

This hybrid position—remote with occasional travel up to 60%—requires a dynamic, client‑centric professional who thrives in cross‑functional environments. You will collaborate closely with Sales, Operations, Product, and Technical Support teams to design and implement customized solutions that drive account growth and satisfaction.

Why This Role Matters

In the fast‑evolving world of diagnostics, the customer experience can be the difference between a successful partnership and a missed opportunity. As Senior CEE, you will:

• Act as the bridge between scientific innovation and real‑world application. You’ll translate technical data into actionable insights for clinicians and administrators.
• Shape the customer journey from initial inquiry to post‑deployment support. Your roadmap will guide clients through every touchpoint.
• Influence product development through direct feedback from frontline users. Your voice will help shape the next generation of diagnostics.
• Drive revenue growth by identifying upsell and cross‑sell opportunities. You’ll turn relationships into measurable business outcomes.
• Champion a culture of continuous improvement. Your initiatives will streamline processes and elevate the overall experience.

Key Responsibilities

• Client Advocacy & Relationship Management: Serve as the trusted advisor for all Oregon and Washington accounts, building deep, long‑term relationships with clinicians, administrators, and lab managers.
• Strategic Account Planning: Develop and execute account plans that align with client goals, identify upsell and cross‑sell opportunities, and track key performance indicators.
• Service Delivery Oversight: Monitor the end‑to‑end customer journey, ensuring timely delivery of diagnostics, data insights, and support services.
• Problem Resolution & Escalation Management: Act as the first line of defense for client issues, escalating complex cases to the appropriate internal teams and ensuring swift resolution.
• Cross‑Functional Collaboration: Partner with Sales, Product Development, and Technical Support to tailor solutions that meet unique client needs.
• Data‑Driven Insights: Leverage customer data to identify trends, forecast demand, and recommend product enhancements.
• Training & Enablement: Conduct workshops and training sessions for client staff on new technologies, best practices, and regulatory compliance.
• Market Intelligence: Stay abreast of regional healthcare trends, competitor activities, and regulatory changes that impact our clients.
• Reporting & Analytics: Prepare regular reports on account health, satisfaction scores, and growth metrics for senior leadership.
• Continuous Improvement: Champion initiatives that streamline processes, reduce turnaround times, and enhance overall customer experience.
• Mentorship & Team Development: Guide junior account managers, fostering a culture of learning and high performance.
• Stakeholder Engagement: Represent brighthush at industry conferences, client meetings, and community events to strengthen brand presence.

Essential Qualifications

• Bachelor’s degree in Life Sciences, Healthcare Administration, Business, or a related field.
• Minimum of 5 years’ experience in a customer‑facing role within the life‑science, diagnostics, or healthcare services industry.
• Proven track record of managing complex accounts and driving customer satisfaction scores above 90%.
• Strong understanding of molecular diagnostics, laboratory workflows, and clinical decision‑making processes.
• Exceptional communication skills—both written and verbal—across all stakeholder levels.
• Demonstrated ability to analyze data, identify insights, and translate findings into actionable strategies.
• Experience with CRM platforms (e.g., Salesforce) and Microsoft Office Suite.
• Self‑motivated, proactive, and comfortable working in a hybrid environment with frequent travel.
• Commitment to brighthush’s core values of Integrity, Courage, and Passion.

Preferred Qualifications

• Advanced degree (MS or PhD) in a life‑science discipline.
• Experience in a senior customer success or account management role within a diagnostics or biotech company.
• Knowledge of regulatory frameworks such as CLIA, CAP, and FDA guidelines.
• Proficiency in data visualization tools (e.g., Tableau).
• Fluency in a second language commonly used in the Pacific Northwest healthcare community.
• Experience leading cross‑functional project teams and driving change initiatives.

Skills & Competencies

• Strategic Thinking: Ability to see the big picture while managing day‑to‑day operational details.
• Customer‑Centric Mindset: Passion for delivering value and exceeding client expectations.
• Analytical Acumen: Strong quantitative skills to interpret data and drive decisions.
• Collaboration & Influence: Proven ability to work cross‑functionally and influence stakeholders at all levels.
• Adaptability: Comfortable navigating a fast‑paced, evolving industry.
• Problem‑Solving: Creative and decisive approach to resolving complex challenges.
• Leadership: Ability to mentor junior team members and lead initiatives.
• Tech Savvy: Comfortable leveraging digital tools to enhance workflow and communication.
• Regulatory Awareness: Understanding of compliance standards that govern diagnostics and patient data.

Career Growth & Learning Opportunities

At brighthush, we believe that professional growth is a shared journey. As Senior CEE, you will:

• Lead high‑impact projects that shape our customer experience strategy across the region.
• Mentor and coach junior account managers, fostering a culture of continuous improvement.
• Participate in leadership development programs that refine your strategic, analytical, and people‑management skills.
• Gain exposure to cutting‑edge diagnostics technologies and emerging market trends.
• Advance into senior leadership roles such as Director of Customer Success, Regional Account Director, or VP of Client Experience.
• Earn industry certifications (e.g., Certified Professional in Healthcare Quality, Certified Customer Experience Professional) through our learning budget.
• Attend global conferences and workshops to stay ahead of industry developments.

Work Environment & Company Culture

brighthush is built on a foundation of collaboration, innovation, and respect. Our Pacific Northwest offices and remote teams share a unified culture that celebrates:

• Integrity: Transparent communication and ethical decision‑making.
• Courage: Bold experimentation and willingness to challenge the status quo.
• Passion: A relentless drive to improve patient outcomes and client satisfaction.

We foster a flexible work environment that balances autonomy with teamwork. Our hybrid model supports remote work while encouraging in‑person collaboration during key projects, client visits, and team‑building events. We also host quarterly “Innovation Days” where employees can pitch new ideas, collaborate across departments, and celebrate successes.

Compensation & Benefits

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

• Base salary commensurate with industry standards and your expertise.
• Performance‑based bonuses tied to client satisfaction, account growth, and operational excellence.
• Comprehensive health, dental, and vision insurance plans.
• 401(k) retirement plan with company match.
• Generous paid time off, including vacation, sick leave, and holidays.
• Professional development budget for conferences, certifications, and training.
• Employee wellness programs, including mental health resources and fitness stipends.
• Flexible work arrangements and travel support for client engagements.
• Equity participation plan for eligible employees.

Why Join brighthush?

When you become part of brighthush, you join a mission‑driven organization that is reshaping the future of healthcare. You will:

• Work with cutting‑edge diagnostics that directly impact patient care.
• Collaborate with a talented, multidisciplinary team that values innovation and continuous learning.
• Drive tangible improvements in client satisfaction and operational efficiency.
• Be part of a culture that rewards Integrity, Courage, and Passion.
• Enjoy a supportive environment that balances professional growth with personal well‑being.
• Contribute to a regional ecosystem that supports community health initiatives and public health research.

If you are a strategic, client‑focused professional eager to make a real difference in the lives of patients and healthcare providers, we invite you to apply. Join brighthush and help us illuminate the path to better health outcomes for patients worldwide.

Apply Now

Ready to take the next step in your career? Submit your application through our careers portal and become a key player in transforming healthcare across Oregon and Washington.