Senior Customer Experience Executive – Precision Oncology Diagnostics & Strategic Account Management – Baltimore, Northern Virginia & Washington, DC – Championing Patient‑Centric Solutions & Driving Clinical Impact at brighthush

About brighthush

brighthush stands at the forefront of precision medicine, weaving together cutting‑edge genomics, sophisticated data analytics, and clinical expertise to deliver diagnostics that reshape patient care. Our mission is to accelerate the adoption of precision oncology by translating complex genomic data into clear, actionable insights that empower clinicians, researchers, and patients worldwide. From leading research institutions and tertiary hospitals to community clinics, our solutions enable medical professionals to make faster, more accurate treatment decisions that directly improve patient outcomes.

At brighthush, curiosity fuels every breakthrough, teamwork drives every project, and an unwavering commitment to quality shapes every interaction with our partners and customers. We are not just a technology company; we are a partner in the fight against cancer, dedicated to improving lives through science and service.

Why This Role Matters

As a Senior Customer Experience Executive, you will be the vital bridge between scientific discovery and real‑world impact. Your strategic stewardship of high‑value accounts across Baltimore, Northern Virginia, and Washington, DC will shape how clinicians perceive our diagnostics, influence treatment pathways, and ultimately affect patient lives. By delivering exceptional service, you will reinforce brighthush’s reputation as the trusted partner of choice in precision oncology.

Your insights will inform product development, market strategy, and continuous improvement of our service delivery. In short, you will help turn data into life‑saving decisions.

Key Responsibilities

• Client Account Stewardship: Own a portfolio of strategic accounts, delivering proactive engagement, anticipating needs, and ensuring consistent satisfaction across the region.
• Service Coordination: Partner with Sales, Technical Support, and Implementation teams to orchestrate seamless delivery of diagnostic services—from sample collection to result interpretation.
• Issue Resolution & Escalation: Serve as the first line of defense for client concerns, diagnosing root causes, and driving timely, effective solutions that preserve trust and loyalty.
• Data‑Driven Insights: Leverage CRM platforms—brighthush experience is highly preferred—to track account health, identify upsell opportunities, and report on key performance metrics to senior leadership.
• Process Improvement: Champion continuous improvement initiatives by gathering client feedback, mapping pain points, and recommending actionable enhancements to internal workflows.
• Thought Leadership: Represent brighthush at industry conferences, webinars, and client meetings, articulating our value proposition and staying abreast of emerging trends in precision oncology.
• Compliance & Quality Assurance: Ensure all client interactions adhere to regulatory standards (HIPAA, FDA, ISO) and internal quality guidelines.
• Cross‑Functional Collaboration: Work closely with R&D, Marketing, and Finance to align customer insights with product roadmaps, pricing strategies, and financial targets.
• Territory Management: Develop and execute a territory plan that maximizes account penetration, revenue growth, and customer retention.
• Mentorship & Team Leadership: Mentor junior Customer Experience team members, sharing best practices and fostering a culture of continuous learning.

Essential Qualifications

• Bachelor’s degree in Life Sciences, Business, Healthcare Administration, or a related field, or equivalent professional experience.
• Minimum of 4 years of progressive customer service experience within biotech, healthcare, or pharmaceutical sales environments.
• Proven track record of managing complex client portfolios and delivering measurable improvements in customer satisfaction.
• Strong familiarity with CRM platforms—brighthush experience is highly preferred.
• Excellent written and verbal communication skills, with the ability to translate technical concepts into clear, client‑friendly language.
• Demonstrated problem‑solving aptitude and a proactive, solutions‑oriented mindset.
• Ability to travel up to 60% within the designated territory, including Baltimore, Northern Virginia, and Washington, DC.
• Valid driver’s license and reliable transportation for on‑site client visits.

Preferred Qualifications

• Experience in oncology diagnostics or related precision medicine sectors.
• Advanced proficiency in brighthush Suite (Word, PowerPoint, Excel) and data visualization tools.
• Knowledge of regulatory compliance frameworks (HIPAA, FDA, ISO 13485) and quality management systems.
• Previous exposure to cross‑functional project management and stakeholder engagement.
• Fluency in additional languages (Spanish, French, Mandarin) is a plus.

Core Skills & Competencies

• Customer‑Centric Mindset: Passion for delivering exceptional service and building lasting relationships.
• Analytical Thinking: Ability to interpret data, identify trends, and translate insights into actionable strategies.
• Collaboration & Influence: Skilled at working with diverse teams and influencing decision‑makers across the organization.
• Adaptability: Comfortable navigating a fast‑paced, evolving industry and adjusting priorities accordingly.
• Project Management: Strong organizational skills, with a proven ability to manage multiple initiatives simultaneously.
• Technical Acumen: Comfortable learning new software, tools, and scientific concepts quickly.
• Strategic Vision: Ability to see the big picture while managing day‑to‑day operational details.

Career Growth & Learning Opportunities

At brighthush, professional development is as vital as the work you do. As a Senior Customer Experience Executive, you will:

• Gain exposure to cutting‑edge diagnostics technologies and the science behind them.
• Participate in leadership development programs that sharpen strategic thinking and influence skills.
• Earn certifications in brighthush Administration, Customer Success Management, or Healthcare Compliance.
• Progress into senior client‑facing roles such as Account Director, Customer Success Manager, or Regional Sales Lead.
• Contribute to cross‑functional initiatives that shape product roadmaps and market strategies.
• Attend industry conferences and workshops to stay ahead of emerging trends and regulatory changes.
• Benefit from a mentorship program that pairs you with senior leaders across the organization.

Work Environment & Culture

brighthush fosters a culture of transparency, innovation, and mutual respect. Our remote‑first model allows you to work from Baltimore, Washington, DC, or Northern Virginia while staying connected through collaborative tools and regular virtual town halls. We celebrate diversity, encourage open dialogue, and reward creativity. Whether you’re a seasoned professional or an emerging talent, you’ll find a supportive community that values your unique perspective.

We believe that a healthy work‑life balance fuels creativity and productivity. Our flexible scheduling, remote work options, and emphasis on mental and physical well‑being create an environment where you can thrive both personally and professionally.

Compensation, Perks & Benefits

We offer a competitive salary range of USD 67,280 – 84,100 per year, commensurate with experience and performance. In addition to base pay, you will receive:

• Performance‑based bonuses tied to customer satisfaction and account growth.
• Comprehensive health, dental, and vision insurance plans.
• 401(k) retirement plan with company match.
• Generous paid time off, including vacation, sick leave, and holidays.
• Flexible work arrangements and a fully remote work setup.
• Professional development stipend for courses, certifications, and conferences.
• Employee wellness programs, including virtual fitness classes and mental health resources.
• Employee referral bonuses for bringing top talent into the brighthush family.

How to Apply

Ready to make a tangible difference in patient care while advancing your career? Submit your resume and a cover letter that highlights how your experience aligns with the responsibilities and qualifications above. Join brighthush and help us bring precision medicine to life for patients worldwide.

Join brighthush Today!

We’re excited to meet passionate, customer‑focused professionals who share our mission to transform healthcare. If you thrive in a dynamic, collaborative environment and are eager to contribute to groundbreaking diagnostics, we encourage you to apply now. Together, we can shape the future of precision medicine.