Senior Customer Success Lead – Onboarding & Delivery Specialist for AI‑Driven Life Sciences SaaS Solutions
About brighthush
brighthush is a trailblazing AI company redefining the Life Sciences content lifecycle. By automating Medical, Legal, and Regulatory review, we empower research institutions, pharma companies, and biotech innovators to accelerate product development, reduce time‑to‑market, and maintain compliance with the most stringent industry standards. Our cutting‑edge platform blends natural language processing, machine learning, and domain‑specific knowledge bases to deliver instant, accurate, and actionable insights for every stakeholder in the regulatory ecosystem. At brighthush, we believe that technology should amplify human expertise, not replace it – and that’s why we’re building a culture of curiosity, collaboration, and continuous learning.
Why Join brighthush?
As a rapidly expanding SaaS provider in the regulated Life Sciences sector, brighthush offers a unique blend of high‑impact work, innovative technology, and a supportive, inclusive work environment. You’ll be part of a team that is not only shaping the future of regulatory science but also redefining how companies bring life‑saving therapies to patients worldwide. Our remote‑first model gives you the flexibility to work from anywhere in the United States while staying connected to a vibrant community of engineers, scientists, and customer success professionals who are passionate about making a difference.
Key Responsibilities
- Lead end‑to‑end customer onboarding: Design and execute onboarding roadmaps that ensure new clients achieve rapid value realization, from initial discovery calls through full platform adoption.
- Drive customer health and success metrics: Track, analyze, and report on KPIs such as Net Promoter Score (NPS), Customer Satisfaction (CSAT), churn risk, and usage adoption. Translate data into actionable insights for both customers and internal stakeholders.
- Coordinate cross‑functional feedback loops: Act as the primary liaison between customers, product, engineering, and support teams to surface pain points, prioritize feature requests, and ensure timely resolution of issues.
- Champion AI‑native workflows: Educate customers on best practices for integrating brighthush’s AI tools into their existing regulatory pipelines, ensuring compliance and maximizing ROI.
- Mentor and coach junior team members: Provide guidance on onboarding strategies, data analysis techniques, and customer communication best practices.
- Contribute to continuous improvement: Identify process gaps, propose enhancements, and implement automation to streamline onboarding and delivery workflows.
Essential Qualifications
- Experience: 4–8 years in customer success, implementation, or technical project management roles within SaaS or regulated industries (Life Sciences, healthcare, finance, or similar).
- Project Management: Proven track record of managing complex multi‑phase projects, including scope definition, resource allocation, risk mitigation, and stakeholder communication.
- Data‑Driven Decision Making: Comfortable working with large datasets, dashboards, and analytics tools to derive actionable insights.
- Communication: Exceptional written and verbal communication skills, with the ability to translate technical concepts into clear, concise customer‑facing documentation.
- AI & Automation Fluency: Familiarity with AI‑native workflows, machine learning concepts, and how they can be leveraged in regulated environments.
- Tools: Proficiency in Jira, Confluence, HubSpot, and Veeva Vault PromoMats (or equivalent platforms).
- Languages: Fluent in English; additional languages are a plus.
Preferred Qualifications
- Regulatory Knowledge: Experience working with FDA, EMA, or other regulatory bodies, and familiarity with GxP, ISO 13485, or similar standards.
- Technical Background: Understanding of software development lifecycles, API integrations, and data security best practices.
- Leadership Experience: Prior role as a team lead or manager, with a history of building high‑performing customer success teams.
- Change Management: Experience driving adoption of new tools and processes in enterprise settings.
Core Skills & Competencies
- Strategic Thinking & Vision
- Customer‑Centric Mindset
- Analytical & Problem‑Solving Abilities
- Project & Program Management
- Stakeholder Engagement & Influence
- Data Visualization & Reporting
- Adaptability & Resilience
- Team Collaboration & Mentorship
Career Growth & Learning Opportunities
At brighthush, we’re committed to your professional development. As a Customer Success Lead, you’ll have access to:
- Structured mentorship programs with senior leaders across product, engineering, and executive teams.
- Annual learning stipend for certifications, conferences, and workshops.
- Cross‑functional project assignments that broaden your skill set and expose you to new business domains.
- Clear promotion pathways to Director or VP of Customer Success, and opportunities to transition into product management or strategy roles.
Work Environment & Culture at brighthush
Our remote‑first culture is built on trust, transparency, and a shared mission to accelerate scientific discovery. You’ll experience:
- Flexible work hours that respect your personal and professional life.
- Weekly virtual town halls and monthly all‑hands meetings to keep everyone aligned.
- Inclusive team rituals such as “Innovation Fridays” where you can pitch new ideas.
- A collaborative platform (Slack, Teams, Confluence) that keeps communication seamless across time zones.
- Access to a global network of experts, including data scientists, regulatory specialists, and industry thought leaders.
Compensation, Perks, and Benefits
While specific figures vary based on experience, brighthush offers a competitive total rewards package that includes:
- Base salary commensurate with market rates for senior customer success roles.
- Performance‑based bonuses tied to customer health metrics and company 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.
- Unlimited paid time off and flexible vacation policies.
- Home‑office stipend and tech allowance to ensure you have the best tools for remote work.
- Wellness programs, including virtual fitness classes and mental health resources.
Ready to Make an Impact?
If you’re a seasoned customer success professional who thrives on solving complex problems, loves working with AI technologies, and is passionate about improving the regulatory journey for life‑science innovators, brighthush wants to hear from you. Join us and help shape the future of medical content management while advancing your career in a supportive, forward‑thinking environment.