Senior Customer Success Manager – Life Sciences & Lab Informatics Platform – Strategic Adoption Champion, Accelerating Scientific Discovery, and Maximizing Client Success at brighthush

Welcome to brighthush – Where Science Meets Innovation

At brighthush, we are redefining how life‑sciences professionals harness data. Our unified, highly configurable lab informatics platform empowers researchers, clinicians, and pharmaceutical teams to capture, analyze, and act on data with unprecedented speed and accuracy. By seamlessly integrating instrument data, sample tracking, advanced analytics, and regulatory compliance, we free scientists from the tedium of data wrangling so they can focus on the core of discovery. With a global mission to accelerate scientific progress, brighthush is the partner every laboratory—from boutique academic labs to large pharmaceutical R&D hubs—needs to achieve faster, more reliable, and reproducible results.

Why brighthush is the Future of Life Sciences

In an era where data is the new DNA, the ability to manage, interpret, and share complex datasets is paramount. brighthush sits at the intersection of cutting‑edge technology and rigorous scientific methodology, offering a platform that is not only powerful but also intuitive. Built on open standards, modular architecture, and AI‑driven insights, our solution scales with laboratories of all sizes without compromising quality or compliance. We are not just a software vendor; we are a catalyst for scientific breakthroughs. Our customers report faster time‑to‑value, higher data integrity, and a measurable increase in research output—all while staying compliant with the most demanding regulatory frameworks.

About the Role: Senior Customer Success Manager

We are seeking an experienced Senior Customer Success Manager who blends strategic insight with an outcome‑focused mindset. In this role, you will be the trusted partner for our life‑sciences clients, ensuring they realize the full value of our platform, achieve rapid time‑to‑value, and drive sustained adoption. You will collaborate across sales, product, engineering, and support to anticipate needs, resolve challenges, and uncover new opportunities for growth. Your influence will shape product roadmaps, inform feature prioritization, and ultimately accelerate scientific discovery worldwide.

What Makes This Role Unique

Unlike traditional account‑management positions, this role places you at the heart of scientific discovery. You will translate complex laboratory challenges into actionable product improvements, influence the roadmap of a platform that powers research worldwide, and build a legacy of success stories that inspire the next generation of scientists. Your work will directly impact the pace of innovation in academia, industry, and clinical research. You will be a bridge between the laboratory bench and the boardroom, turning data insights into strategic decisions.

Key Responsibilities

Customer Relationship Management

• Build and nurture deep, trust‑based relationships with key stakeholders across client organizations, from bench scientists to C‑suite executives.
• Act as the primary advocate for customers within brighthush, ensuring their voice shapes product roadmap and service delivery.
• Lead quarterly business reviews (QBRs) to assess health, performance, and strategic alignment, presenting data‑driven insights and actionable recommendations.
• Develop and maintain account plans that align with clients’ long‑term scientific goals and commercial objectives, updating them quarterly.
• Track and analyze customer health metrics, usage KPIs, and satisfaction scores to inform proactive interventions and continuous improvement.
• Identify upsell and cross‑sell opportunities that deliver additional value and reinforce partnership, collaborating with sales and product teams to close deals.

Onboarding & Adoption

• Design and execute a seamless onboarding journey that welcomes new customers and accelerates adoption, ensuring a smooth transition from implementation to daily use.
• Collaborate with the implementation team to translate pre‑sale expectations into actionable deployment plans, setting realistic milestones and success criteria.
• Create engaging onboarding materials—guides, videos, and workshops—that empower users from day one, tailoring content to different roles and expertise levels.
• Monitor early adoption milestones and provide targeted coaching to ensure success, using data dashboards to track progress and intervene when needed.
• Facilitate knowledge transfer sessions with scientific teams, ensuring they can fully leverage platform capabilities for their research objectives.

Issue Resolution & Support

• Proactively monitor accounts for potential friction points and intervene before issues become blockers, maintaining a high level of customer satisfaction.
• Own the customer success plan, setting clear objectives, timelines, and success criteria, and reporting progress to internal stakeholders.
• Coordinate with support, engineering, and product teams to resolve incidents swiftly and transparently, ensuring minimal impact on research timelines.
• Collect and analyze feedback at critical touchpoints, feeding insights back into continuous improvement loops and product enhancements.
• Maintain a calm, solution‑driven demeanor that reduces customer stress and reinforces confidence in brighthush.

Education & Advocacy

• Lead educational initiatives—webinars, workshops, and in‑house training—to deepen product knowledge and best practices across client teams.
• Champion best practices for data management, workflow optimization, and AI integration, positioning brighthush as a thought leader in the industry.
• Expand internal contacts within accounts, fostering cross‑functional collaboration and uncovering new value streams for both the client and brighthush.
• Strive for a 100% referenceable customer base by delivering exceptional experiences that inspire advocacy and word‑of‑mouth referrals.

Hospitality‑Driven Engagement

• Adopt a concierge‑style approach, anticipating needs and delivering personalized support that exceeds expectations.
• Design touchpoints that feel personable, attentive, and genuinely helpful—turning routine interactions into memorable moments.
• Ensure every customer feels respected, valued, and empowered to succeed, fostering long‑term loyalty and partnership.

Success Metrics & KPIs

• Customer Health Score (CHS) above 85% across all managed accounts, reflecting high satisfaction and engagement.
• Net Promoter Score (NPS) improvement of at least 10 points year‑over‑year, indicating growing customer advocacy.
• Adoption rate of new platform features within 90 days of release, demonstrating effective onboarding and training.
• Revenue growth from upsell/cross‑sell initiatives exceeding 15% of base ARR, contributing to company growth.
• Reduction in support ticket volume by 20% through proactive education and issue resolution, improving operational efficiency.

Required Qualifications

• Bachelor’s degree in Bioinformatics, Life Sciences, Scientific Computing, Data Management, or a related field.
• 10+ years of customer success, account management, or client‑facing roles within the scientific software industry.
• Hands‑on experience with ELN/LIMS, laboratory informatics, or AI‑driven research platforms, demonstrating deep technical understanding.
• Global travel experience to client sites is a plus, showcasing adaptability and cultural sensitivity.
• Proven track record of driving adoption, revenue growth, and customer satisfaction in a complex B2B environment.

Preferred Qualifications

• Experience with AI/ML integration in laboratory workflows, enabling advanced analytics and predictive insights.
• Background in scientific research or clinical operations, providing firsthand knowledge of laboratory challenges.
• Fluency in multiple languages to serve a diverse global client base and build stronger relationships.
• Certifications in Customer Success Management, Project Management, or related disciplines.

Skills & Competencies

• Empathetic Communication – Exceptional interpersonal skills with a focus on listening, patience, and understanding.
• Problem‑Solving – Ability to anticipate challenges and devise creative, customer‑centric solutions.
• Organizational Excellence – Mastery of multitasking, prioritization, and managing multiple accounts simultaneously.
• Team Collaboration – Proven track record of working cross‑functionally to elevate customer experience.
• CRM & Success Tool Proficiency – Advanced knowledge of Salesforce, Gainsight, or similar platforms; experience with survey analytics is a plus.
• Willingness to travel globally to support key accounts and build face‑to‑face relationships.
• Strategic thinking with a data‑driven mindset, able to translate metrics into actionable insights.
• Adaptability and resilience in a fast‑moving, high‑growth environment.

Career Growth & Learning Pathways

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

• Structured mentorship programs with senior leaders, providing guidance and career coaching.
• Regular training on emerging technologies, industry trends, and customer success best practices, ensuring you stay ahead of the curve.
• Opportunities to lead cross‑functional initiatives, influencing product strategy and market positioning.
• Clear career pathways—from Customer Success Manager to Director of Customer Success, and beyond—supported by performance reviews and skill assessments.
• Access to a global network of peers and experts, fostering knowledge sharing and collaboration across regions.

Work Environment & Culture

Our hybrid model blends the flexibility of remote work with the camaraderie of in‑office collaboration. You’ll enjoy:

• Inclusive, diverse teams that celebrate different perspectives and drive innovation.
• Transparent communication channels and open‑door leadership, encouraging ideas and feedback at all levels.
• A culture that rewards curiosity, experimentation, and continuous improvement, with regular hackathons and innovation challenges.
• Regular team‑building events, science‑focused community outreach, and wellness initiatives that promote work‑life balance.
• Access to cutting‑edge tools and resources that empower you to deliver exceptional customer experiences.

Compensation & Benefits

While specific figures vary by experience, brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with market standards for senior customer success roles.
• Performance‑based bonuses tied to customer health, adoption, and revenue growth.
• Equity participation to share in the company’s long‑term success and align your interests with our mission.
• Comprehensive health, dental, and vision insurance for you and your family.
• Generous paid time off, parental leave, and flexible work arrangements to support your personal and professional life.
• Professional development budget and conference travel support, enabling you to stay at the forefront of industry trends.
• Employee wellness programs, including mental health resources, fitness stipends, and on‑site amenities.

Diversity, Equity & Inclusion

brighthush is committed to fostering an inclusive workplace that reflects the communities we serve. We actively encourage applications from individuals of all backgrounds, ensuring a fair and equitable hiring process. Our diversity initiatives include mentorship programs, employee resource groups, and partnerships with organizations that promote STEM education for underrepresented groups.

How to Apply

Ready to make a tangible impact on scientific discovery? Submit your application through our careers portal or click the link below to start your journey with brighthush.