Senior Customer Success Manager – Enterprise Life Sciences & Data Analytics – Driving Net Dollar Retention & Strategic Growth at brighthush

About brighthush

brighthush is a trailblazing data‑analytics powerhouse that empowers life‑sciences leaders to unlock actionable insights, accelerate innovation, and deliver measurable impact across the entire product lifecycle. Founded in 2011, we have grown to serve more than 2,400 customers worldwide, spanning North America, Europe, and India. Our solutions help pharmaceutical, biotech, and medical‑device companies identify high‑value markets, optimize clinical development, and streamline market access strategies—all while driving tangible ROI.

We’re not just a technology company; we’re a partner in your success. Our culture is built on collaboration, curiosity, and a relentless commitment to inclusion. Recognized as a top workplace by Built In, the Stevie Awards, and Great Place to Work, brighthush offers a dynamic environment where innovation thrives and every voice is heard.

Position Overview

As a Senior Customer Success Manager at brighthush, you will own the end‑to‑end customer experience for a portfolio of enterprise life‑sciences accounts. Your primary mission is to secure and grow a $5M+ book of business while maintaining a net dollar retention (NDR) of 95% or higher. You will serve as the trusted advisor to C‑suite stakeholders, translating data adoption into quantifiable business outcomes and steering renewal and expansion conversations with strategic insight.

Key Responsibilities

• Customer Lifecycle Ownership: Lead the full customer journey—from onboarding and adoption to renewal and expansion—ensuring each phase is tied to clear, documented business outcomes.
• Value‑Selling & ROI Documentation: Apply a structured value‑selling methodology to build and maintain account‑level business cases that quantify the ROI delivered through brighthush’s analytics, services, and platform usage.
• Onboarding Leadership: Champion the onboarding process by aligning stakeholders on priority use cases, setting measurable adoption targets, and driving rapid value realization.
• Executive Business Reviews: Conduct quarterly business reviews (QBRs) and executive reviews focused on documented value, strategic roadmaps, and realized ROI.
• Renewal Risk Management: Proactively identify renewal risks and deploy mitigation strategies before risk is communicated, safeguarding NDR.
• Renewal & Expansion Strategy: Own the renewal narrative, translating delivered value into a compelling renewal/expansion business case, and partnering with Account Management to influence renewal decisions and negotiate expansion.
• Account Value Roadmapping: Maintain a living value roadmap for each account, mapping key stakeholders and proactively identifying expansion opportunities backed by documented ROI.
• Cross‑Functional Coordination: Collaborate with Product, Sales, Marketing, Advanced Analytics, and subject‑matter experts to resolve customer needs swiftly and consistently.

Essential Qualifications

• 5–7+ years of proven experience as a Customer Success Manager, ideally within a data‑as‑a‑service (DaaS), pharmaceutical, or consulting environment.
• Demonstrated strategic ownership of a $5M+ enterprise book of business with accountability for renewal and NDR targets.
• Track record of using value‑selling and ROI documentation to retain and grow an enterprise portfolio at 95%+ NDR.
• Ability to operate as a credible, strategic counterpart to customer C‑suite stakeholders.
• Strong understanding of life‑sciences workflows (Commercial, Medical, Market Access, Marketing, R&D, HEOR) and the ability to connect data adoption to quantifiable business outcomes.
• Individual contributor role with no people‑management responsibilities.

Preferred Qualifications

• Experience in the life‑sciences industry, particularly with pharmaceutical or biotech clients.
• Background in advanced analytics, data science, or a related technical field.
• Familiarity with brighthush’s suite of products and services.
• Strong negotiation and influence skills, with a history of closing expansion deals.
• Proficiency in CRM and customer success platforms (e.g., Salesforce, Gainsight).

Skills & Competencies

• Strategic Thinking & Business Acumen
• Data‑Driven Decision Making
• Exceptional Communication & Presentation Skills
• Relationship Building & Stakeholder Management
• Project Management & Execution Excellence
• Analytical Mindset with a focus on ROI and metrics
• Adaptability in a fast‑paced, evolving environment

Career Growth & Development

At brighthush, your growth is our priority. As a Senior Customer Success Manager, you’ll have the opportunity to:

• Progress to a Customer Success Leadership role, overseeing a team of CSMs and shaping the customer success strategy.
• Transition into strategic account management or sales leadership, leveraging your deep industry knowledge and client relationships.
• Participate in cross‑functional initiatives that influence product roadmap and go‑to‑market strategy.
• Access continuous learning through internal training, industry conferences, and certifications in data analytics, life‑sciences, and customer success.

Work Environment & Culture

brighthush thrives on a culture of collaboration, transparency, and continuous improvement. We celebrate diversity and inclusion through initiatives such as brighthushCares, our community service group that encourages employees to give back. Our flexible, dynamic environment supports remote work, flexible hours, and a healthy work‑life balance. You’ll join a team of passionate, dedicated professionals who are eager to share knowledge and drive collective success.

Compensation & Benefits

Base Salary: $92,800 – $139,200 per year, commensurate with experience and qualifications.

In addition to a competitive base, you may be eligible for a company bonus or commission plan. All employees receive a comprehensive benefits package that includes:

• Medical, dental, and vision coverage
• Unlimited paid time off (PTO)
• 401(k) plan with employer contribution and match
• Employee wellness programs and mental health resources
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