Senior Director, Customer Success & Lifecycle Excellence – Resins & Technologies, Global Strategy & Go‑to‑Market Leadership – Driving Growth, Innovation, and Customer Delight at brighthush

About brighthush

brighthush is not just a life‑sciences company; it is a global catalyst for scientific discovery and therapeutic breakthrough. With a presence in more than 40 countries, we empower researchers, clinicians, and industry partners to accelerate the development of next‑generation medicines. Our portfolio of advanced resins, catalysts, and manufacturing technologies is engineered to streamline research workflows, enhance product quality, and reduce time‑to‑market for life‑changing therapies. At brighthush, curiosity fuels innovation, collaboration drives excellence, and an unwavering commitment to customer success is woven into every product and service we deliver.

Why This Role Matters

As the Senior Director of Customer Success & Lifecycle Excellence, you will be the strategic engine that transforms customer insights into measurable growth. You will architect the end‑to‑end customer journey, ensuring that every touchpoint—from initial engagement to long‑term partnership—delivers exceptional value. Your leadership will shape product innovation, market strategy, and operational excellence, positioning brighthush as the partner of choice for life‑sciences organizations worldwide.

Who You Are

You are a visionary leader with a proven track record of building high‑performance teams in a global, matrixed environment. You thrive on turning data into actionable strategy, and you are passionate about creating a culture of continuous improvement and customer obsession. Your experience spans customer success, commercial excellence, product management, and analytics within the life‑sciences or biotechnology sectors. You are comfortable speaking to C‑suite executives, translating complex insights into clear business cases, and driving cross‑functional initiatives that accelerate revenue and customer satisfaction.

Key Responsibilities

Strategic Leadership & Execution

• Visionary Strategy Development: Design a multi‑year Customer Success strategy that aligns with the Resins & Technologies portfolio goals and commercial priorities, delivering a clear roadmap for growth and customer delight.
• Go‑to‑Market Ownership: Own the GTM strategy, defining positioning, segmentation, and adoption pathways that drive revenue and customer satisfaction across all regions.
• Unified Engagement Model: Build a cohesive customer engagement framework that integrates insights, analytics, adoption, technical partnership, and commercial governance.
• Voice of Customer Champion: Lead VoC initiatives, embedding customer insights into product development, R&D, and commercial strategy discussions.
• Cross‑Functional Collaboration: Partner with Sales, Marketing, Product Management, R&D, and Operations to ensure seamless delivery of value to customers.
• Portfolio Growth Driver: Leverage deep analytics, competitive intelligence, and customer‑focused value differentiation to accelerate portfolio expansion.
• Continuous Improvement: Set the vision for ongoing enhancement of customer success processes, tools, and metrics.
• Thought Leadership Representation: Represent brighthush at industry conferences, customer forums, and advisory panels to reinforce thought leadership.

Team Building & Development

• High‑Performance Team Leadership: Recruit, mentor, and inspire a high‑performing Customer Success organization, overseeing leaders in Customer Success & Adoption, Customer Insights & Product Analytics, and Spec‑in Governance.
• Culture of Accountability: Foster a culture of continuous improvement, accountability, and data‑driven decision making.
• Scalable Processes: Implement scalable processes for proactive engagement, escalation management, and systemic issue resolution.
• Career Pathways: Develop career pathways and succession plans for team members, ensuring talent retention and growth.
• Diversity & Inclusion: Champion diversity, equity, and inclusion initiatives within the Customer Success function.

Operational Excellence & Program Management

• GTM Implementation Oversight: Oversee GTM implementation and deployment, ensuring alignment with global commercial initiatives.
• Growth Initiative Coordination: Coordinate growth initiatives with sales specialists, regional account managers, and the Global Strategic Account team.
• Customer Program Leadership: Lead customer programs for new manufacturing sites, including the launch of our state‑of‑the‑art facility in Muskegon, MI.
• Contract & Negotiation Guidance: Provide guidance on contracts, negotiations, and framework development to support commercial success.
• Digital Tool Adoption: Drive the adoption of digital tools and platforms that enhance customer engagement and operational efficiency.
• Compliance Assurance: Ensure compliance with regulatory and quality standards across all customer success activities.

Analytics & Insight Leadership

• Analytics Vision: Set the vision for customer, product, and market analytics across the business unit.
• Segmentation & Journey Mapping: Oversee segmentation, customer journey mapping, adoption analytics, and whitespace identification.
• Insight Translation: Translate insights into actionable requirements for portfolio strategy, commercial execution, and product innovation.
• Predictive Analytics Integration: Integrate predictive analytics and customer health metrics to inform lifecycle management and product roadmap decisions.
• Data Governance: Establish a data governance framework that ensures data quality, security, and accessibility.
• Dashboard Development: Collaborate with IT and data science teams to build dashboards, scorecards, and reporting tools for stakeholders.

Essential Qualifications

• Master’s degree in Life Sciences, Business, Data Science, Marketing, or a related field.
• 10+ years of progressive leadership experience in Customer Success, Commercial Excellence, Product Management, or related customer‑facing roles.
• Proven track record of leading multi‑disciplinary teams and delivering results in a global commercial environment.
• Strong analytical mindset with the ability to translate complex data into strategic recommendations.
• Experience in customer insights, analytics, market research, or commercial strategy.
• Deep understanding of the Pharmaceuticals, Life Sciences, or Biotechnology industry.
• Fluency in English (written and oral).
• Experience managing high‑performance teams in a matrixed organization.
• Background in developing and executing GTM strategies for technology‑driven products.
• Knowledge of regulatory environments and compliance standards in the life‑sciences sector.
• Demonstrated ability to influence senior stakeholders across product, R&D, commercial, and operational functions.

Preferred Qualifications

• Ph.D. or equivalent advanced research experience in a relevant scientific discipline.
• Experience leading customer success initiatives in a high‑growth, venture‑backed life‑sciences company.
• Proficiency with advanced analytics platforms (e.g., Tableau, Power BI, SAS) and data‑science tools.
• Track record of building and scaling customer success functions from inception to enterprise‑wide adoption.
• Experience managing global customer success teams across multiple time zones and cultures.
• Strong understanding of digital transformation initiatives within the life‑sciences sector.

Core Competencies & Skills

• Strategic Thinking & Visionary Leadership
• Customer‑Centric Mindset & Relationship Building
• Data‑Driven Decision Making & Analytical Rigor
• Cross‑Functional Collaboration & Influence
• Change Management & Process Optimization
• Project Management & Execution Excellence
• Communication & Storytelling
• Adaptability & Resilience in a Fast‑Paced Environment
• Technical Acumen in Resins, Catalysts, and Manufacturing Technologies
• Financial Acumen – Budgeting, Forecasting, and ROI Analysis

Career Growth & Learning Opportunities

At brighthush, your career trajectory is supported by a robust learning ecosystem:

• Access to industry‑leading training programs, certifications, and conferences.
• Mentorship from senior leaders who are pioneers in the life‑sciences arena.
• Opportunities to lead cross‑functional initiatives that shape the future of our product portfolio.
• Clear pathways to executive leadership roles within the Resins & Technologies unit and beyond.
• Regular knowledge‑sharing sessions, hackathons, and innovation challenges.
• Support for pursuing advanced degrees or executive education programs.
• Participation in global strategy workshops and industry think‑tanks.
• Recognition programs that celebrate breakthrough achievements and customer impact.

Work Environment & Culture

Our remote‑first model empowers you to work from anywhere in the United States while staying connected through collaborative tools and regular virtual town halls. At brighthush, we celebrate diversity, foster inclusion, and encourage a healthy work‑life balance. Our culture is defined by:

• Transparency and open communication.
• Innovation and continuous improvement.
• Recognition of individual and team achievements.
• Commitment to employee well‑being and professional development.
• Community engagement and corporate social responsibility initiatives.
• Flexible work arrangements and remote work support.
• Access to cutting‑edge technology and collaboration platforms.
• Annual company‑wide retreats and team‑building events.

Compensation & Benefits

We offer a competitive total rewards package that reflects your expertise and the value you bring to brighthush:

• Base salary range: $220,000 – $240,000 (USD) for U.S. residents.
• Performance‑based bonus and incentive plans.
• Comprehensive health, dental, and vision coverage.
• Generous paid time off, including vacation, sick leave, and holidays.
• 401(k) retirement plan with company match.
• Flexible work arrangements and remote work support.
• Professional development stipend and tuition reimbursement.
• Employee wellness programs and mental health resources.
• Access to cutting‑edge technology and collaboration platforms.
• Annual company‑wide retreats and team‑building events.

How to Apply

Ready to lead the next wave of customer success at brighthush? Submit your application through our career portal or connect with our recruiting team directly. We look forward to exploring how your vision, experience, and passion can help us shape the future of life‑sciences together.