Senior Customer Success Manager – Accelerating Client Growth, Product Adoption, and Strategic Partnerships in Life‑Sciences Technology at brighthush

About brighthush

brighthush is a pioneering force in the life‑sciences technology sector, delivering an AI‑driven biosimulation platform that empowers biopharmaceutical innovators, academic research teams, and regulatory agencies to accelerate drug discovery and development. With a presence in more than 70 countries, we transform raw data into actionable insights, shorten development timelines, and increase the likelihood of regulatory approval. Our mission is simple yet profound: to make the science of medicine faster, smarter, and more accessible for patients worldwide.

At brighthush, we believe that the true value of technology is realized when it is adopted and leveraged by people. That’s why we place a premium on customer success – ensuring that every client not only implements our platform but fully realizes its transformative potential. If you thrive in a fast‑moving, data‑driven environment and enjoy building lasting relationships with high‑impact stakeholders, we want you on our team.

Key Responsibilities

1. Client Journey Champion

• Serve as the primary point of contact from post‑sale onboarding through ongoing adoption and version upgrades.
• Build and nurture professional relationships with client executives, IT leads, and end users, facilitating virtual meetings, detailed email exchanges, and ticket‑based support.
• Coordinate with Implementation Managers and Technical Operations to streamline administrative tasks surrounding installations and upgrades, ensuring a smooth transition for new and at‑risk accounts.
• Provide proactive, out‑of‑hours support for global clients, handling emergencies and off‑peak maintenance with composure and efficiency.

2. Product Evangelist

• Master the brighthush platform by studying documentation, experimenting in sandbox environments, and staying current on feature releases.
• Guide clients through our knowledge libraries, delivering engaging training sessions that highlight best practices and advanced use cases.
• Act as the voice of our Product Managers and Clinical Data Consultants, translating technical capabilities into tangible business value.
• Negotiate upgrade timelines with client IT teams, articulating the ROI of the latest version and ensuring alignment with their operational schedules.

3. Customer Advocate & Internal Liaison

• Conduct in‑depth research on each client, documenting insights in our CRM and prioritizing follow‑up questions.
• Maintain meticulous records of pre‑call agendas, post‑call minutes, and support tickets to track bug reports, feature requests, and informational needs.
• Escalate or deescalate issues strategically, ensuring the right internal resources address client concerns within agreed timelines.
• Self‑diagnose technical problems, troubleshoot bugs, and collaborate with subject‑matter experts to deliver timely solutions.

4. Business Analyst

• Track qualitative and quantitative metrics that reflect account health, including usage patterns, click paths, and satisfaction scores.
• Identify gaps between client processes and the intended use of the brighthush platform, recommending scope and sequence for adoption.
• Translate data insights into actionable recommendations for both clients and internal product teams.
• Balance long‑term strategic health with short‑term crisis management, ensuring sustainable growth for high‑profile accounts.

Essential Qualifications

• Fluent in Portuguese and experienced in the life‑sciences sector.
• Curiosity about client challenges, a cautious approach to brand reputation, and a relentless commitment to follow‑through.
• Adaptability to rapid organizational change, openness to constructive feedback, and resilience under pressure.
• High tolerance for ambiguity, meticulous attention to detail, and a drive to elevate quality.
• Service‑oriented mindset, capable of building trust as a trusted advisor while advancing brighthush objectives.
• Exceptional communication skills – from calm, reassuring dialogue to persuasive negotiation.
• Resourceful problem‑solving, balancing independent initiative with collaborative teamwork across disciplines.
• Located on the East Coast of the United States (or willing to relocate).

Preferred Qualifications

• Experience in a remote role that demands constant verbal and written communication.
• Proven ability to influence stakeholders, including founders and partners, without formal authority.
• Academic or professional background in business, programming, data science, health sciences, medical writing, customer support, project management, or corporate communications.
• Prior work with SaaS vendors, clinical laboratories, pharmaceutical companies, or Contract Research Organizations (CROs), especially in Clinical Data Management, Biostatistics, or CDISC data submissions.

Skills & Competencies

• Strategic thinking and analytical rigor.
• Strong stakeholder management and cross‑functional collaboration.
• Technical fluency with data analytics, cloud platforms, and SaaS ecosystems.
• Project management, including roadmap alignment and resource prioritization.
• Excellent written and verbal communication, with the ability to tailor messaging to diverse audiences.
• Proactive learning mindset and continuous improvement focus.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is as dynamic as the industry we serve. As a Customer Success Manager, you will:

• Progress to senior leadership roles such as Director of Customer Success or VP of Client Experience.
• Lead cross‑functional initiatives that shape product strategy, market positioning, and global expansion.
• Participate in executive‑level strategy sessions, gaining exposure to high‑level decision making.
• Access continuous learning programs, including certifications in data science, project management, and industry‑specific regulations.
• Benefit from a culture that rewards innovation, collaboration, and measurable impact.

Work Environment & Culture

brighthush thrives on a culture of transparency, agility, and empowerment. Our remote‑first model offers flexibility while fostering a sense of community through:

• Weekly virtual town halls and cross‑team knowledge‑sharing sessions.
• Monthly hackathons and innovation challenges that encourage creative problem solving.
• Inclusive hiring practices that celebrate diverse perspectives and experiences.
• Employee‑owned wellness initiatives, including mental health resources and flexible scheduling.
• A collaborative environment where every voice can influence product direction and customer outcomes.

Compensation, Perks, and Benefits

While specific figures are tailored to experience and market conditions, brighthush offers a competitive total‑reward package that includes:

• Base salary commensurate with industry standards and your expertise.
• Performance‑based bonuses tied to client satisfaction, adoption metrics, and revenue growth.
• Comprehensive health, dental, and vision coverage.
• 401(k) matching and financial wellness resources.
• Unlimited paid time off and flexible work arrangements.
• Professional development budget and access to industry conferences.
• Employee stock‑option program, allowing you to share in brighthush’s long‑term success.

Why Join brighthush?

When you join brighthush, you become part of a mission that directly impacts the speed and safety of life‑saving medicines. You’ll work with a passionate team that values curiosity, accountability, and continuous improvement. Your contributions will shape the way thousands of scientists and clinicians harness data to bring new therapies to patients worldwide.

Ready to make a tangible difference? Apply today and help us redefine the future of drug development.