Senior Customer Success Manager – Clinical Diagnostics & Genomics – Championing Strategic Partnerships, Revenue Growth, and Innovation for Global Healthcare Leaders at brighthush

About brighthush

brighthush is a trailblazer in precision medicine, seamlessly blending next‑generation genomics with cloud‑native technology to empower clinical laboratories, research institutions, and biotech innovators worldwide. Our mission is to unlock the full potential of genomic data through scalable, secure, and user‑friendly solutions that accelerate patient care and transform research pipelines. At brighthush, curiosity, integrity, and measurable impact are not just buzzwords—they are the bedrock of everything we do. We’re redefining how the world approaches personalized medicine, and we’re inviting leaders who are ready to shape that transformation.

Why brighthush?

When you join brighthush, you become part of a global community that is reshaping the future of healthcare. Our team is a vibrant mix of scientists, engineers, data analysts, and customer success leaders who share a common passion for improving lives. We celebrate diversity, champion continuous learning, and empower every employee to innovate. Whether you’re a seasoned professional or an emerging talent, you’ll find a supportive environment that rewards curiosity, collaboration, and a drive to make a difference. At brighthush, your work directly influences the trajectory of clinical genomics and the health outcomes of patients worldwide.

Role Overview

As a Senior Customer Success Manager at brighthush, you will serve as the strategic linchpin that ensures our most valuable customers achieve measurable success with our genomics and diagnostics platforms. You will act as a trusted advisor, technical guide, and growth catalyst across a portfolio of high‑value accounts. Your deep industry knowledge, combined with a passion for customer advocacy, will help shape the future of clinical genomics while driving revenue expansion and customer retention. You will be the bridge between our customers’ clinical objectives and our product roadmap, ensuring that every interaction delivers tangible value.

Key Responsibilities

Strategic Advisory & Relationship Building

• Establish and nurture trusted advisor relationships with senior stakeholders, including C‑suite executives, clinical leads, and laboratory directors.
• Develop comprehensive Customer Success Plans that define critical outcomes, measurable KPIs, and a clear roadmap to success.
• Conduct regular business reviews, presenting data‑driven insights that demonstrate value and inform future strategy.
• Act as the voice of the customer within brighthush, translating their needs into actionable product and service enhancements.
• Facilitate quarterly executive briefings that align customer goals with brighthush’s strategic initiatives.
• Identify and champion cross‑functional initiatives that align product development, marketing, and support with customer priorities.
• Maintain a deep understanding of each customer’s business model, regulatory landscape, and competitive positioning.

Solution Expertise & Implementation Guidance

• Serve as the subject‑matter expert on brighthush’s product suite, translating complex technical features into actionable best practices for customers.
• Collaborate with product and engineering teams to provide real‑world feedback, influencing roadmap decisions and feature prioritization.
• Create and maintain playbooks, case studies, and knowledge base articles that accelerate customer adoption and efficiency.
• Lead the design and delivery of customized training programs, webinars, and workshops that empower customers to maximize platform value.
• Develop and maintain a library of troubleshooting guides and quick‑start resources to reduce time‑to‑value for new users.
• Act as a technical liaison during onboarding, ensuring seamless integration of our solutions into the customer’s data ecosystem.
• Stay current on emerging genomic technologies, regulatory updates, and industry best practices to provide forward‑looking guidance.

Customer Advocacy & Internal Championing

• Represent customer interests in cross‑functional meetings, ensuring their voice shapes product development and service enhancements.
• Monitor customer sentiment through health scores, NPS surveys, and direct feedback, proactively addressing concerns before they become escalations.
• Facilitate risk‑based account monitoring, identifying early warning signs and coordinating mitigation plans.
• Champion a culture of continuous improvement by sharing customer success stories and lessons learned across the organization.
• Serve as a mentor to junior customer success team members, fostering a culture of knowledge sharing and professional growth.
• Collaborate with marketing to develop customer‑centric collateral that showcases success metrics and case studies.
• Advocate for customer‑driven enhancements in the product backlog, ensuring alignment with strategic priorities.

Technical Account Management

• Track and report on customer performance against agreed KPIs, delivering transparent dashboards to both internal stakeholders and external sponsors.
• Identify opportunities for additional use‑cases, drafting business cases that justify expanded adoption of brighthush solutions.
• Coordinate with technical delivery teams to ensure seamless onboarding, integration, and ongoing support.
• Oversee the resolution of technical issues, working closely with engineering to expedite fixes and communicate status updates.
• Maintain a deep understanding of the customer’s data ecosystem, ensuring compliance with regulatory and security standards.
• Lead quarterly health checks, assessing system performance, data integrity, and user adoption.
• Develop and present executive‑level reports that highlight ROI, cost savings, and clinical impact.

Commercial Account Management & Growth

• Lead the renewal cycle from initial outreach through contract negotiation, ensuring high renewal rates and revenue retention.
• Identify upsell and expansion opportunities within existing accounts, collaborating with sales and product teams to close deals.
• Maintain accurate forecasting and pipeline visibility, contributing to the broader revenue strategy.
• Collaborate with marketing to develop account‑specific collateral that supports sales and customer success initiatives.
• Analyze market trends and competitor activity to position brighthush solutions strategically within each account.
• Negotiate contract terms, pricing, and service level agreements that reflect customer value and business objectives.
• Track and report on expansion metrics, ensuring alignment with company growth targets.

Essential Qualifications

• 10+ years of experience in customer‑facing technical roles such as pre‑sales, consulting, or technical delivery within the clinical diagnostics or life sciences software industry.
• Proven track record of building and managing relationships with senior clinical and laboratory leaders.
• Strong understanding of outcome‑based success models and the ability to translate them into actionable plans.
• Exceptional written and verbal communication skills, with the ability to tailor messaging for diverse audiences.
• Highly organized, detail‑oriented, and proactive, with a knack for juggling multiple priorities in a fast‑paced environment.
• Comfortable working cross‑functionally, collaborating with sales, product, engineering, and support teams.
• Scientific background in genomics or related fields is highly desirable; clinical laboratory experience, especially with Next‑Generation Sequencing, is a plus.
• Experience managing complex, multi‑year contracts and renewal processes.
• Proficiency in CRM and customer success platforms (e.g., brighthush, brighthush, brighthush).

Preferred Qualifications

• Experience with SaaS platforms and cloud‑based genomics solutions.
• Knowledge of regulatory frameworks such as CLIA, CAP, and ISO 15189.
• Prior experience in a high‑growth, technology‑driven startup environment.
• Demonstrated ability to develop and deliver training workshops or webinars for technical audiences.
• Experience with data‑analytics tools and dashboards (e.g., brighthush, brighthush).
• Background in project management methodologies (Agile, Scrum).

Skills & Competencies

• Strategic Thinking – Ability to see the big picture and align customer goals with business objectives.
• Data‑Driven Decision Making – Proficiency in analyzing performance metrics and translating insights into action.
• Customer‑Centric Mindset – Passion for delivering exceptional service and fostering long‑term partnerships.
• Problem‑Solving – Creative and analytical approach to troubleshooting complex technical challenges.
• Leadership – Influence without authority, guiding cross‑functional teams toward shared goals.
• Adaptability – Thrive in ambiguous, evolving environments and pivot quickly as priorities shift.
• Communication – Clear, concise, and persuasive communication across all levels of the organization.
• Project Management – Ability to manage multiple initiatives simultaneously, ensuring timely delivery.
• Technical Fluency – Comfortable translating complex genomic concepts into actionable business insights.

Career Growth & Learning Opportunities

At brighthush, your professional development is a top priority. You will have access to:

• Structured mentorship programs with senior leaders across product, sales, and engineering.
• Continuous learning resources, including certifications in genomics, data analytics, and customer success frameworks.
• Opportunities to lead cross‑functional initiatives, such as product launches, customer training programs, or global expansion projects.
• Clear career pathways to senior leadership roles, such as Director of Customer Success or VP of Customer Experience.
• Participation in industry conferences, workshops, and hackathons to stay at the cutting edge of genomics and customer success.
• Access to a dedicated learning budget for books, courses, and certifications.
• Regular internal knowledge‑sharing sessions and “Lunch & Learn” events to foster continuous improvement.

Work Environment & Company Culture

brighthush fosters a collaborative, inclusive, and high‑energy culture where every voice matters. Our core values—People First, Patient Focused, Integrity, Curious, and Impactful—guide every decision and interaction. We celebrate diversity, encourage continuous learning, and empower employees to innovate and take ownership of their work. Remote work is fully supported across the United States and North America, with flexible schedules, virtual team‑building events, and a robust digital collaboration ecosystem. You’ll find a supportive network that values work‑life balance while driving ambitious goals.

Compensation & Benefits

While specific figures vary based on experience and location, brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with experience and market benchmarks.
• Performance‑based bonuses tied to customer success metrics and revenue growth.
• Equity or stock‑option plans to share in the company’s long‑term success.
• Comprehensive health, dental, and vision insurance for you and your dependents.
• Generous paid time off, including vacation, sick leave, and personal days.
• Flexible work arrangements, with a fully remote model across the United States and North America.
• Professional development budget and access to industry conferences.
• Wellness programs, including mental health resources and wellness stipends.
• Employee assistance programs and 401(k) matching.
• Annual company retreats and team‑building experiences.

How to Apply

Ready to join a team that is shaping the future of clinical genomics? Submit your application through the link below. We look forward to learning how your expertise and passion can help our customers thrive.

Apply to this role at brighthush

Closing

At brighthush, you will be part of a mission‑driven organization that values innovation, integrity, and impact. If you are a seasoned customer success professional with a deep understanding of genomics and a desire to make a tangible difference in patient care, we invite you to apply. Together, we can accelerate scientific discovery and improve health outcomes worldwide.