Senior Customer Success & Field Application Lead – US Life Sciences – Championing Adoption, Growth, and Innovation at brighthush

About brighthush

brighthush is a pioneering life‑science enterprise that is redefining how researchers, clinicians, and laboratories detect and analyze genetic mutations. Our portfolio of cutting‑edge molecular diagnostics tools empowers scientists worldwide to accelerate discoveries, improve patient outcomes, and bring precision medicine to the next level. At brighthush, curiosity fuels our culture, collaboration drives our innovation, and a relentless commitment to excellence shapes every product we deliver. As we expand our footprint across the United States, we are seeking a dynamic, customer‑centric leader to join our commercial team and help shape the future of molecular diagnostics.

Why This Role Matters

As a Senior Customer Success & Field Application Lead, you will be the bridge between our groundbreaking products and the laboratories that rely on them. You’ll blend deep technical expertise with commercial insight, ensuring that every customer not only adopts our technology but thrives with it. Your influence will drive product adoption, customer satisfaction, and revenue growth—while feeding real‑world insights back to our product and engineering teams. In this role, you will become a trusted advisor, a catalyst for scientific progress, and a key driver of brighthush’s next phase of growth.

Key Responsibilities

• Build and nurture client relationships – Act as the primary point of contact for a portfolio of U.S. customers, ranging from academic labs to clinical research centers. Develop deep, trust‑based partnerships that enable long‑term collaboration and mutual success.
• Deliver technical and application expertise – Spend time in the lab, troubleshooting, optimizing protocols, and providing hands‑on training. Maintain a high level of product knowledge and stay current with the latest scientific developments.
• Drive adoption and expansion – Guide customers through onboarding, training, and integration of our superRCA technology into their workflows. Identify upsell and cross‑sell opportunities that align with their research goals.
• Lead cross‑functional projects – Collaborate with Sales, Marketing, Product Development, and Operations to execute customer success initiatives, product launches, and pilot programs.
• Provide customer training and support – Design and deliver training materials, webinars, and on‑site demos. Serve as the go‑to resource for post‑sale technical questions.
• Contribute to strategy and product roadmap – Capture customer feedback, market trends, and competitive insights. Work with the product team to shape future features and enhancements.
• Represent brighthush at external events – Attend scientific conferences, symposia, and industry trade shows. Deliver presentations, network with key opinion leaders, and showcase our solutions.
• Stay ahead of industry trends – Continuously monitor academic literature, regulatory changes, and emerging technologies to anticipate customer needs and potential risks.
• Collaborate internally – Partner with Marketing to refine messaging, with Product Development to prioritize feature requests, and with Operations to ensure seamless delivery and support.
• Champion continuous improvement – Identify process gaps, propose solutions, and lead initiatives that enhance the customer experience and operational efficiency.
• Mentor and develop junior team members – Share knowledge, provide coaching, and help build a high‑performing customer success organization.

Essential Qualifications

• Bachelor’s degree in Life Sciences, Molecular Biology, Genetics, or a related field (Master’s or Ph.D. preferred).
• Minimum of 5 years of experience in customer success, field applications, account management, or technical support within the life‑science or diagnostics industry.
• Strong analytical and organizational skills with a proven ability to manage complex, multi‑phase projects.
• Excellent communication and interpersonal skills, capable of engaging cross‑functional teams and building rapport with scientists and clinicians.
• Problem‑solving mindset with hands‑on laboratory experience and troubleshooting expertise.
• Track record of successful product launches, lifecycle management, and measurable impact on customer adoption.
• Familiarity with regulatory and quality standards (e.g., CLIA, ISO, FDA) relevant to molecular diagnostics.
• Proven project management skills: prioritization, deadline adherence, and multi‑project coordination.
• Adaptability to a fast‑paced, evolving environment with a continuous improvement focus.
• Self‑motivated, goal‑oriented, and consistently meets or exceeds performance targets.
• Strong time‑management and organizational abilities, able to work independently and collaboratively.
• Willingness to travel up to 50% of the time, including domestic and occasional international trips, with flexibility for weekend travel.
• Creative, divergent thinker who challenges conventional approaches and builds on others’ ideas.

Desired Qualifications

• Ph.D. or equivalent expertise in translational medicine, genetics, or genomics, with a demonstrable record of scientific contributions.
• Experience with high‑throughput sequencing, PCR, or related molecular techniques.
• Prior exposure to a startup or high‑growth biotech environment.
• Experience leading customer success teams or managing large, complex customer portfolios.
• Proficiency in CRM systems (e.g., Salesforce) and customer success platforms.

Skills & Competencies

• Strategic thinking and the ability to translate customer insights into actionable business strategies.
• Exceptional presentation and facilitation skills for both technical and non‑technical audiences.
• Data‑driven decision making, with proficiency in analyzing adoption metrics, NPS, and churn indicators.
• Strong negotiation and conflict‑resolution abilities.
• Proficiency in Microsoft Office, PowerPoint, and data visualization tools.
• Fluency in English; additional language skills are a plus.

Career Growth & Development

At brighthush, your career trajectory is as dynamic as the science we champion. You’ll have the opportunity to:

• Lead cross‑functional initiatives that shape product strategy and market positioning.
• Mentor junior team members and contribute to a culture of continuous learning.
• Progress into senior leadership roles such as Director of Customer Success, VP of Commercial Operations, or Chief Customer Officer.
• Participate in industry panels, conferences, and scientific publications, amplifying your professional footprint.
• Engage in rotational programs that expose you to Sales, Product Development, and Operations, broadening your skill set.
• Access to a structured leadership development program, including mentorship, coaching, and executive training.

Learning & Innovation

We invest heavily in professional development. Expect access to:

• On‑the‑job training with senior scientists and product experts.
• Industry certifications (e.g., CLIA, ISO) and specialized workshops.
• Internal knowledge‑sharing sessions, hackathons, and cross‑departmental projects.
• Stipends for attending conferences, webinars, and continuing education courses.
• Access to a digital learning platform with courses in leadership, data analytics, and emerging technologies.

Work Environment & Culture

Our culture is defined by:

• Collaboration across disciplines—science, engineering, marketing, and sales work hand‑in‑hand.
• Transparency and open communication, with regular town‑hall meetings and feedback loops.
• Flexibility—remote work options, flexible hours, and a supportive work‑life balance.
• A commitment to diversity, equity, and inclusion, ensuring every voice is heard.
• Recognition programs that celebrate both individual and team achievements.
• A vibrant, inclusive community that celebrates curiosity, experimentation, and learning.

Compensation & Benefits

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

• Base salary commensurate with market rates for senior customer success leaders in the life‑science sector.
• Performance‑based bonus structure tied to customer adoption, satisfaction, and revenue growth.
• Equity options that allow you to share in the company’s long‑term success.
• Comprehensive health, dental, and vision insurance for you and your dependents.
• 401(k) plan with company match to support your future.
• Paid time off, including vacation, sick leave, and holidays.
• Professional development budget and travel reimbursement for conferences and training.
• Wellness programs, including gym memberships, mental health resources, and flexible work arrangements.
• Employee assistance program and financial planning services.

How to Apply

If you’re passionate about transforming molecular diagnostics, thrive in a fast‑paced environment, and want to make a tangible impact on scientific discovery, we’d love to hear from you. Submit your resume and a brief cover letter outlining why you’re the ideal fit for this role. Our hiring team will review your application promptly and reach out to schedule an initial conversation.

Join brighthush Today

Be part of a company that is not only advancing science but also empowering the scientists who use our tools. At brighthush, you’ll find a place where curiosity is celebrated, innovation is rewarded, and your career can grow as rapidly as the science we support. Ready to help transform mutation detection and improve patient outcomes worldwide? Apply now and become a key driver of our next phase of growth.