Senior Customer Success Manager – Life Sciences & Diagnostics – Remote, USA – Strategic Partner Driving Client Success, Innovation, and Scientific Impact at brighthush

About brighthush

brighthush is a trailblazing life‑science enterprise that is redefining how researchers, clinicians, and diagnostics laboratories discover, analyze, and interpret biological data. Leveraging cutting‑edge molecular analysis technologies—from high‑throughput sequencing to advanced proteomics—brighthush empowers scientists worldwide to accelerate breakthroughs in genomics, personalized medicine, and translational research. Our mission is simple yet profound: translate scientific curiosity into tangible, life‑changing outcomes. At brighthush, we celebrate curiosity, collaboration, and a relentless commitment to delivering measurable value to our customers.

Why brighthush is the Place to Grow Your Career

• Mission‑Driven Impact – Join a high‑growth organization that is at the forefront of life‑science innovation and is directly influencing the future of research and patient care.
• Remote‑First Flexibility – Work from anywhere in the United States with flexible scheduling that respects your work‑life balance.
• Collaborative Excellence – Partner with world‑class scientists, engineers, and sales professionals who are passionate about pushing the boundaries of science.
• Competitive Total Rewards – Enjoy a comprehensive benefits package that includes health, dental, vision, 401(k) matching, generous paid time off, and more.
• Continuous Learning – Access internal training programs, industry conference sponsorships, and a culture that encourages skill development and knowledge sharing.
• Strategic Influence – Play a pivotal role in scaling our customer success organization and shaping product strategy based on real‑world customer insights.

Role Overview

As a Senior Customer Success Manager at brighthush, you will be the trusted advisor for our most strategic accounts. Your day‑to‑day activities will revolve around building deep, long‑lasting relationships, ensuring customer satisfaction, and driving adoption of our advanced molecular analysis solutions. You will act as the bridge between our customers and the engineering, sales, and product teams, turning customer challenges into opportunities for growth and innovation.

Key Responsibilities

• Client Relationship Management – Serve as the primary point of contact for assigned customers, fostering trust and partnership through proactive communication and regular business reviews.
• Technical Enablement & Support – Provide expert guidance on the deployment, configuration, and optimization of our life‑science instruments and software platforms. Act as a liaison between customers and our engineering teams to resolve complex technical issues.
• Opportunity Identification & Upsell – Analyze customer usage patterns, identify gaps, and recommend additional products or services that align with their research goals. Collaborate with sales to close upsell and renewal deals.
• Project Management – Lead cross‑functional projects such as field deployments, training workshops, and pilot studies, ensuring timely delivery and stakeholder alignment.
• Customer Advocacy – Gather and synthesize customer feedback into actionable insights for product development, marketing, and support teams.
• Travel & On‑Site Support – Travel up to 50% of the time to visit key accounts, conduct on‑site training, and participate in scientific conferences and trade shows.

Essential Qualifications

• Bachelor’s degree in Life Sciences, Biomedical Engineering, Chemistry, or a related field.
• Minimum of 5 years of experience in customer success, field applications, account management, or technical support within the life‑science or diagnostics industry.
• Proven track record of managing complex, multi‑stakeholder relationships and driving customer satisfaction metrics such as NPS and CSAT.
• Strong project management skills, including the ability to coordinate cross‑functional teams and deliver projects on time and within budget.
• Excellent written and verbal communication skills in English, with the ability to translate technical concepts into clear, actionable guidance for diverse audiences.
• Willingness and ability to travel up to 50% of the time across the United States.

Preferred Qualifications

• Advanced degree (M.S., Ph.D.) in a life‑science discipline.
• Experience with high‑throughput sequencing, PCR, or other molecular analysis technologies.
• Familiarity with customer success platforms (e.g., Salesforce, Gainsight) and CRM systems (e.g., HubSpot).
• Demonstrated ability to develop and deliver training workshops or webinars for scientific audiences.
• Knowledge of regulatory requirements (e.g., CLIA, FDA) relevant to laboratory instruments.

Core Skills & Competencies

• Scientific Acumen – Deep understanding of molecular biology, genomics, and diagnostics workflows.
• Customer‑Centric Mindset – Passion for solving customer problems and turning challenges into opportunities.
• Strategic Thinking – Ability to see the big picture, anticipate future needs, and align solutions accordingly.
• Analytical Proficiency – Comfortable working with data, interpreting usage metrics, and deriving insights.
• Collaboration & Influence – Skilled at building consensus across engineering, sales, and support teams.
• Adaptability – Thrive in a fast‑paced, evolving environment where priorities shift quickly.

Career Growth & Learning Opportunities

At brighthush, we believe that your professional development is as important as your contribution to the team. As a Senior Customer Success Manager, you will:

• Lead the design and execution of a new customer success framework that will be adopted across the company.
• Mentor junior customer success associates, sharing best practices and fostering a culture of continuous improvement.
• Participate in cross‑functional strategy sessions, influencing product roadmap decisions based on real‑world customer feedback.
• Attend industry conferences, workshops, and training programs to stay ahead of emerging trends in life‑science technology.
• Progress into leadership roles such as Customer Success Director or VP of Customer Experience, depending on performance and organizational needs.

Work Environment & Culture

brighthush is a remote‑first organization that values autonomy, transparency, and collaboration. Our culture is defined by:

• Open communication channels – weekly all‑hands meetings, real‑time chat, and transparent decision‑making.
• Inclusive and diverse teams – we celebrate different backgrounds, perspectives, and ideas.
• Innovation‑driven mindset – we encourage experimentation, rapid prototyping, and learning from failure.
• Employee well‑being – flexible work hours, mental health resources, and a supportive peer network.

Compensation, Perks & Benefits

While the exact salary range will be determined based on experience and market benchmarks, brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with seniority and industry standards.
• Performance‑based bonuses tied to customer satisfaction, renewal rates, and upsell targets.
• Comprehensive health, dental, and vision insurance plans.
• 401(k) retirement plan with company matching.
• Generous paid time off, including vacation, sick leave, and personal days.
• Professional development stipend for courses, certifications, and conference attendance.
• Flexible work‑from‑home stipend and ergonomic equipment support.
• Employee wellness program, including virtual fitness classes and mental health counseling.

Ready to Make an Impact?

If you are a seasoned customer success professional with a passion for life‑science innovation, a knack for building lasting client relationships, and a desire to shape the future of molecular analysis, we want to hear from you. Join brighthush and help us empower scientists to unlock the secrets of biology, one discovery at a time.

Apply today and become part of a team that is not just building products, but building the future of life‑science research.