Senior Customer Success Lead & Meeting Manager – Pharma Congress Specialist (Remote UK) – Championing Innovation & Excellence in Global Life Sciences Event Management at brighthush

About brighthush

brighthush stands at the forefront of the life‑sciences event industry, delivering world‑class virtual, hybrid, and in‑person experiences that bring together researchers, clinicians, regulators, and industry leaders. With a legacy spanning more than five decades, we empower our clients to connect, collaborate, and innovate through meticulously planned congresses, conferences, and stakeholder engagements. Our culture is built on quality, agility, flexibility, and innovation, and we place our customers at the heart of everything we do.

Why brighthush is the Place to Accelerate Your Career

In a world where scientific breakthroughs and regulatory changes happen at lightning speed, the events that bring researchers, clinicians, regulators, and industry leaders together are more critical than ever. At brighthush, we don’t just host events – we shape the conversations that drive the future of medicine. If you thrive on solving complex problems, enjoy collaborating across disciplines, and want to see the tangible impact of your work on global health, brighthush is the place for you.

Role Overview

As the Senior Customer Success Lead & Meeting Manager, you will be the linchpin between our clients and the operations team. Your day‑to‑day responsibilities will blend strategic account stewardship (20%) with hands‑on operational excellence (80%). You will ensure flawless delivery of every event, drive continuous improvement, and uncover new growth opportunities. This remote UK‑based role demands a proactive, detail‑oriented professional who thrives in a fast‑paced, cross‑functional environment.

Key Impact Areas

• Lead the end‑to‑end lifecycle of flagship pharma congresses, from concept to close.
• Drive client satisfaction and revenue growth through consultative account management.
• Champion process improvements that increase efficiency, reduce costs, and enhance the client experience.
• Build and nurture long‑term relationships with senior decision‑makers across the life sciences ecosystem.

Why This Role Matters

Pharma congresses are high‑stakes events that shape research, regulatory discussions, and market dynamics. Your work will directly influence the success of these pivotal gatherings, ensuring that stakeholders receive the highest level of service and that brighthush’s reputation for excellence is reinforced. By mastering the intersection of strategy, operations, and client success, you will become a trusted advisor to some of the world’s most influential pharma and biotech organizations.

Key Responsibilities

Program Management (Strategic & Tactical)

• Act as Lead Planner / Meeting Owner for flagship events, steering the entire lifecycle from concept to close.
• Develop, monitor, and adjust program budgets to guarantee forecast accuracy and profitability.
• Track client and program budgets in real time, flagging variances and recommending corrective actions.
• Conduct regular stakeholder meetings to review project timelines, resource allocation, and risk mitigation.
• Collaborate with the brighthush Controller to perform comprehensive client audits and financial reconciliations.
• Identify post‑program billing opportunities and upsell potential to maximize revenue.
• Lead program operations turnovers, briefings, and debriefings to ensure seamless handovers and knowledge transfer.
• Analyze client satisfaction survey data, translating insights into actionable process improvements.
• Maintain document accuracy and final reconciliation timelines, ensuring compliance with internal SOPs.
• Build proactive relationships with high‑volume client meeting owners, positioning brighthush as a trusted partner.
• Drive cross‑departmental collaboration to meet Service Level Agreement (SLA) targets.
• Plan and coordinate meetings and events for the account as required, ensuring alignment with client objectives.

Account Management (Consultative & KPI‑Driven)

• Apply a consultative project management approach to manage multiple decision‑makers across the client organization.
• Implement and monitor KPI/SLA programs, ensuring that performance metrics are met or exceeded.
• Train planners on account‑specific processes, fostering consistency and quality across the team.
• Analyze and refine operational systems, driving efficiency and scalability.
• Develop and update all account forms and processes to meet evolving client expectations.
• Review time spent on projects versus management fees, identifying cost‑saving opportunities.
• Qualify new meetings and register them into Cvent, acting as a backup to the Senior Account Manager (SAM).
• Resolve issues with meeting owners and handle escalations from planners, ensuring rapid resolution.
• Assist accounting with follow‑up on past‑due invoices, maintaining healthy cash flow.
• Participate in industry events and company initiatives to strengthen client relationships.

Business Development & Growth

• Identify and pursue opportunities for new or expanded service offerings, including strategic partnerships.
• Upsell additional brighthush services, leveraging deep industry knowledge and client insights.
• Network with key decision‑makers and senior leaders to position brighthush as the preferred event partner.
• Maintain ethical, transparent relationships with clients, fostering long‑term loyalty.
• Stay informed on competitor strengths and weaknesses, using insights to differentiate brighthush.

Onsite Physical Activities (Non‑Essential Functions)

While the core responsibilities are remote, occasional onsite support may be required during live event execution. These activities are not essential but may be necessary for certain events.

• Frequent standing, walking, and occasional lifting of event materials (25–40 lbs).
• Extended periods on feet (up to 4 hours) during setup and teardown.
• Travel to event sites, venues, and client locations, including overnight stays.
• Occasional driving for material transport, subject to approval.
• Adaptability to varying environments, weather conditions, and noise levels.

Essential Qualifications

• Minimum of 4 years’ experience in the travel or event industry, specifically managing meetings and events.
• Proven knowledge of virtual and hybrid event platforms.
• Hands‑on experience managing program lifecycles, including final reconciliation.
• Proficiency with Cvent and other event management software.
• Willingness to travel up to 35% of the time, including international travel.
• Proximity to client headquarters preferred, but remote work is fully supported.
• Strong oral and written communication skills in both internal and client‑facing contexts.
• Track record of successfully managing multiple projects simultaneously.
• Ability to deliver creative solutions within tight timelines while optimizing resources.
• Excellent interpersonal skills, with a focus on clear, concise, and professional communication.
• Advanced computer skills: Word, Excel, Outlook, database management (Lanyon, Cvent), and social media.

Preferred Qualifications

• Experience working in a virtual office environment.
• Background in pharmaceutical or life sciences event management.
• Knowledge of regulatory compliance and data privacy standards relevant to pharma events.
• Experience with global event logistics and cross‑border coordination.
• Leadership experience in a customer success or account management capacity.

Skills & Competencies

• Strategic Thinking: Ability to align event objectives with broader business goals.
• Project Management: Expertise in planning, scheduling, and resource allocation.
• Financial Acumen: Budgeting, forecasting, and cost control.
• Client Relationship Management: Building trust and delivering value.
• Data Analysis: Turning survey data and metrics into actionable insights.
• Communication: Clear, persuasive, and tailored messaging for diverse audiences.
• Adaptability: Thriving in dynamic, fast‑paced environments.
• Collaboration: Working effectively across cross‑functional teams.
• Problem Solving: Proactive identification and resolution of issues.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent and fostering continuous development. As a Senior Customer Success Lead, you will:

• Progress into senior account management or strategic partnership roles.
• Lead cross‑regional initiatives, expanding your global footprint.
• Access industry‑leading training programs, certifications, and conferences.
• Receive mentorship from seasoned leaders in event strategy and client success.
• Shape the future of pharma event experiences through innovation projects.

Work Environment & Company Culture

brighthush embraces a remote‑first culture, supported by a distributed workforce across the UK, US, China, Brazil, and Latin America. Our environment is:

• Inclusive and diverse, celebrating different perspectives.
• Collaborative, with open communication channels and transparent decision‑making.
• Innovation‑driven, encouraging experimentation and creative problem‑solving.
• Flexible, offering flexible hours and a healthy work‑life balance.
• Supportive, with a focus on employee well‑being and professional growth.

Compensation & Perks

While specific figures are tailored to experience and market conditions, brighthush offers:

• Competitive base salary aligned with industry standards.
• Performance‑based bonuses tied to client satisfaction and revenue targets.
• Paid holidays, personal time off, and sick leave.
• Company‑sponsored pension scheme.
• Fully equipped remote work setup: laptop, monitor, and mobile phone.
• Global Giveback program encouraging volunteer service and community impact.
• Access to a global network of events, conferences, and professional development resources.

How to Apply

Ready to elevate your career and make a tangible impact on the pharmaceutical event landscape? Submit your resume and a brief cover letter outlining your relevant experience and why you’re the ideal fit for brighthush. We look forward to discovering how your expertise can help us continue to set the standard for life sciences event excellence.

Join brighthush – Where Innovation Meets Impact

As a Senior Customer Success Lead & Meeting Manager, you will be at the forefront of shaping the future of pharma congresses. Your strategic vision, operational expertise, and client‑centric mindset will drive success for our clients and propel brighthush to new heights. If you’re passionate about delivering exceptional event experiences and thrive in a dynamic, remote environment, we want to hear from you.