Senior Customer Success Manager – Clinical Trial Management Systems & Site Research – Championing Adoption, Retention, and Growth at brighthush

About brighthush

brighthush is a trailblazing data platform and technology company that empowers AI‑enabled precision health solutions. By transforming multimodal health data into actionable insights, predictive models, and real‑time decision support, brighthush accelerates research and improves care for individuals and communities worldwide. Our mission is to make healthcare more personalized, predictive, and precise—one data point at a time. We are not just a software vendor; we are a partner in the scientific journey, turning complex clinical data into clear, strategic decisions that shape the future of medicine.

Why Join brighthush?

At brighthush, you’ll be part of a dynamic, cross‑functional team that blends cutting‑edge technology, data science, and clinical expertise. We champion a culture of curiosity, collaboration, and continuous learning. Whether you’re a seasoned customer success professional or a rising star, you’ll find opportunities to shape product strategy, influence industry standards, and make a tangible impact on patient outcomes. Our people are our greatest asset, and we invest heavily in their growth, well‑being, and professional fulfillment.

Position Overview

As a Senior Customer Success Manager – Site Research, you will steward the post‑sales relationship for a portfolio of brighthush Viewpoint Site CTMS customers. Your focus will be on seamless onboarding, sustained product adoption, proactive health monitoring, and long‑term retention. You will also identify upsell opportunities, manage renewals, and collaborate closely with Sales, Product, Engineering, Support, and Learning teams to deliver an exceptional customer experience. In this role, you will become the trusted advisor for our most strategic accounts, ensuring that every site maximizes the value of brighthush’s platform and that our customers achieve their research goals efficiently and effectively.

Key Responsibilities

• Strategic Relationship Management: Serve as the primary trusted advisor for each account. Conduct regular business reviews, develop tailored account plans, and align product value with executive and operational goals. Build deep, long‑term relationships with site directors, protocol managers, and data managers, ensuring that brighthush remains a strategic partner in their research mission.
• Onboarding & Adoption Leadership: Design and execute implementation roadmaps, end‑user training programs, and adoption strategies. Map customer trial workflows to brighthush Viewpoint Site CTMS capabilities, ensuring best‑practice adoption. Deliver hands‑on workshops, create adoption playbooks, and monitor adoption metrics to drive continuous improvement.
• Retention & Revenue Growth: Own the end‑to‑end renewal process, negotiate contracts, and identify expansion opportunities. Work with Legal and Finance to secure pricing exceptions and deal desk approvals. Use data‑driven insights to forecast renewal revenue, identify churn risks, and implement proactive mitigation plans.
• Cross‑Functional Advocacy: Act as the voice of the customer within brighthush. Partner with Sales, Product, Engineering, and Support to route feedback, resolve escalations, and validate new feature functionality. Translate customer pain points into product enhancements that drive adoption and satisfaction.
• Account Health & Operations: Monitor customer health metrics—usage data, support tickets, protocol volume—and maintain accurate CRM documentation, playbooks, and renewal forecasts. Use analytics tools to surface trends, flag potential issues, and recommend corrective actions.
• Thought Leadership: Share industry insights, best practices, and emerging trends with customers and internal stakeholders to position brighthush as a thought leader in clinical research technology. Author white papers, speak at conferences, and contribute to community forums to elevate the brand and deepen customer trust.

Essential Qualifications

• Bachelor’s degree or equivalent combination of education and experience. A background in life sciences, health informatics, or a related field is highly desirable.
• Minimum 3+ years of experience in Customer Success, Account Management, Client Services, Clinical Research, or Healthcare Technology. Experience managing complex, multi‑site accounts is a plus.
• Proven track record of managing customer relationships, engaging executive and operational stakeholders, and driving retention and contract renewals. Demonstrated ability to influence decision makers and secure long‑term commitments.
• Exceptional communication, presentation, problem‑solving, and cross‑functional organizational skills. Ability to translate technical concepts into clear, actionable insights for diverse audiences.
• Demonstrated ability to juggle multiple priorities and accounts simultaneously in a fast‑paced environment. Strong time‑management and organizational skills.

Preferred Qualifications

• Domain Expertise: Experience with SaaS, healthcare technology, clinical research operations, site workflows, or Clinical Trial Management Systems (CTMS). Familiarity with regulatory requirements (e.g., 21 CFR Part 11, GDPR) is a plus.
• Enterprise Focus: Experience supporting enterprise healthcare organizations, Integrated Delivery Networks (IDNs), or Academic Medical Centers (AMCs). Ability to navigate complex procurement processes and multi‑stakeholder environments.
• Commercial Acumen: Hands‑on experience with contract negotiation, pricing exceptions, deal desk processes, and renewal forecasting. Comfort with financial modeling and ROI calculations.
• Customer Success Methodologies: Familiarity with customer health metrics, structured account planning methodologies, and proactive adoption strategies. Experience with tools such as Gainsight, Totango, or similar platforms is a plus.

Core Skills & Competencies

• Strategic Account Planning
• Customer Onboarding & Training
• Data‑Driven Decision Making
• Stakeholder Management
• Negotiation & Deal Closure
• Cross‑Functional Collaboration
• Problem Resolution & Escalation Management
• CRM & Analytics Proficiency (e.g., Salesforce, Tableau)
• Adaptability & Resilience
• Continuous Learning & Curiosity

Career Growth & Learning Opportunities

At brighthush, your career trajectory is designed to be both fast and rewarding. As a Senior Customer Success Manager, you will have the opportunity to:

• Lead cross‑functional product initiatives and influence roadmap decisions.
• Mentor junior CSMs and build a high‑performing customer success team.
• Transition into strategic roles such as Customer Success Director, Head of Customer Experience, or Product Management.
• Participate in industry conferences, webinars, and white‑paper collaborations to establish yourself as a thought leader.
• Access continuous learning resources, including certifications in SaaS, healthcare analytics, and customer success best practices.
• Engage in mentorship programs that pair you with senior leaders across the organization.
• Contribute to internal innovation labs, shaping new product features and services.

Work Environment & Culture

brighthush thrives on a culture of inclusion, transparency, and empowerment. We offer:

• Hybrid work model with flexible hours to support work‑life balance.
• Collaborative, cross‑functional teams that value diverse perspectives.
• Regular town‑hall meetings, hackathons, and innovation challenges.
• Commitment to mental health and well‑being through comprehensive wellness programs.
• Inclusive hiring practices and a zero‑tolerance policy for bias.
• Community outreach initiatives that support local health research and education.
• Annual company retreats that foster team bonding and strategic alignment.

Compensation & Benefits

The base salary for this full‑time position ranges from $90,000 to $136,000, depending on experience, location, and skill set. In addition to a competitive base, you will be eligible for:

• Performance‑based annual bonus structure.
• Equity options to share in brighthush’s growth.
• Comprehensive health, dental, and vision insurance.
• 401(k) plan with company match.
• Paid time off, parental leave, and flexible vacation policy.
• Professional development stipend and tuition reimbursement.
• Wellness stipend, on‑site fitness facilities, and mental health resources.
• Access to a global network of industry experts and thought leaders.

Eligibility & Equal Opportunity

Qualified applicants must not require employer‑sponsored work authorization now or in the future for employment in the United States. brighthush is an equal‑opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Ready to Make an Impact?

If you are passionate about transforming clinical research through technology, thrive in a fast‑paced environment, and want to build lasting relationships with healthcare leaders, we want to hear from you. Join brighthush and help shape the future of precision health.

Apply Today and become a key driver of success for our customers and our mission.