Senior Director – Global Customer Success & Go‑to‑Market Strategy for Resins & Technologies – Remote (USA) – Leading Innovation in Biopharma Solutions

About brighthush and the Life‑Changing Opportunity Ahead

brighthush stands at the forefront of the biotechnology revolution, turning laboratory breakthroughs into life‑saving therapies that touch millions of lives worldwide. Our portfolio is a seamless continuum that spans foundational research tools, cutting‑edge cell‑based assays, and next‑generation cell and gene therapies. Every day, our customers rely on brighthush to streamline manufacturing, accelerate time‑to‑market, and unlock therapeutic potential that was once thought impossible.

With a presence in over 40 countries, brighthush cultivates a culture where curiosity is celebrated, collaboration is the norm, and every team member has the opportunity to shape the future of healthcare. Whether you are a seasoned executive or an emerging leader, you will find at brighthush a platform that rewards ambition, nurtures talent, and celebrates impact.

Why This Role Matters

The Senior Director of Customer Success for our Resins & Technologies business unit is a pivotal role that bridges strategy, operations, and customer experience. You will own the end‑to‑end journey of our customers, ensuring they receive world‑class support, actionable insights, and a partnership that drives measurable value. Your leadership will shape how brighthush engages with its most critical customers, influences product development, and scales market growth across the globe.

Key Responsibilities

1. Lead Global Customer Success Strategy

• Develop and execute a multi‑year Customer Success roadmap that aligns with the Resins & Technologies portfolio objectives and commercial priorities.
• Create a unified customer engagement model that integrates insights, analytics, adoption, technical partnership, and commercial governance.
• Elevate Voice of Customer (VoC) capabilities, embedding customer insights into product, R&D, and commercial strategy discussions.
• Own and champion the Resins & Technologies Go‑to‑Market strategy, defining positioning, segmentation, and adoption pathways.
• Ensure global Sales, Marketing, and R&D teams are empowered through Commercial Playbooks, data‑driven targeting, and enablement programs.
• Drive portfolio growth by leveraging deep analytics, competitive intelligence, and customer‑focused value differentiation.

2. Build and Develop a High‑Performing Customer Success Organization

• Directly manage leaders responsible for Customer Success & Adoption, Customer Insights & Product Analytics, and Specin Governance.
• Establish a culture of continuous improvement, accountability, and cross‑functional collaboration.
• Mentor and coach senior leaders, fostering talent development and succession planning.

3. Provide Senior Oversight for Go‑to‑Market Implementation

• Coordinate planning and execution of growth initiatives with the global commercial organization, including sales specialists, regional account managers, and the Global Strategic Account team.
• Lead the launch and integration of new manufacturing capabilities at brighthush’s site in Muskegon, MI, USA.
• Develop and refine a contracts & negotiations framework that supports commercial objectives while safeguarding customer relationships.

4. Drive Insights, Analytics, and Data‑Driven Decision Making

• Set the vision for customer, product, and market analytics across the business unit.
• Oversee segmentation, customer journey mapping, adoption analytics, and whitespace identification.
• Translate insights into actionable requirements for portfolio strategy, commercial execution, and product innovation.
• Integrate predictive analytics and customer health metrics to inform life‑cycle management activities in product management teams.

5. Advance Customer Experience and Lifecycle Excellence

• Govern the design and continuous improvement of the end‑to‑end customer journey.
• Champion initiatives that enhance onboarding, adoption, retention, satisfaction, and long‑term partnership.
• Build scalable processes for proactive customer engagement, escalation management, and systemic issue resolution.

Essential Qualifications

• Master’s degree in Life Sciences, Business, Data Science, Marketing, or a related field.
• 10+ years of progressive experience in Customer Success, Commercial Excellence, Product Management, or related customer‑facing leadership roles.
• Proven track record of leading multidisciplinary teams and delivering results in a global commercial environment.
• Strong analytical mindset with the ability to translate complex customer, product, and market data into strategic recommendations.
• Demonstrated stakeholder leadership across product, R&D, commercial, and operational functions.
• Experience in Customer Insights, Analytics, Market Research, or Commercial Strategy.
• Background in the Pharmaceuticals, Life Sciences, or Biotechnology industry.
• Fluency in English, both written and oral.

Preferred Qualifications

• Experience managing high‑performance teams in a matrixed organization.
• Hands‑on experience with predictive analytics, customer health scoring, and journey mapping tools.
• Deep understanding of the regulatory landscape and commercial dynamics in the biopharma sector.
• Track record of successfully scaling customer success programs across multiple regions.

Key Skills & Competencies

• Strategic Vision & Execution
• Customer‑Centric Leadership
• Data‑Driven Decision Making
• Cross‑Functional Collaboration
• Change Management & Process Improvement
• Stakeholder Engagement & Influence
• Analytical & Problem‑Solving Skills
• Communication & Presentation Excellence
• Adaptability & Resilience

Career Growth & Learning Opportunities

At brighthush, your career trajectory is as dynamic as the science we support. As Senior Director, you will:

• Lead strategic initiatives that shape the future of our Resins & Technologies portfolio.
• Collaborate with senior leaders across product, R&D, and commercial functions, gaining exposure to the full spectrum of business operations.
• Mentor and develop the next generation of customer success leaders.
• Participate in executive‑level strategy sessions, influencing company‑wide priorities.
• Access to continuous learning programs, including industry conferences, leadership workshops, and internal knowledge‑sharing forums.

Work Environment & Culture at brighthush

Our culture is built on three pillars: Innovation, Integrity, and Impact. We celebrate curiosity, encourage bold thinking, and reward outcomes that move the needle for patients worldwide. As a remote leader, you will enjoy:

• Flexible work arrangements that support work‑life balance.
• Collaborative virtual tools that keep you connected with global teams.
• A supportive network of peers and mentors across the organization.
• Regular virtual town halls, innovation challenges, and cross‑functional hackathons.

Compensation, Perks, and Benefits

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

• Base Salary: $220,000 – $240,000 (USD) for U.S. residents.
• Bonus & Incentive Pay: Target earnings as a percentage of base salary, tied to objective eligibility criteria and performance.
• Health & Wellness: Comprehensive medical, dental, and vision coverage.
• Retirement: 401(k) plan with company match.
• Paid Time Off: Generous vacation, sick leave, and personal days.
• Professional Development: Reimbursement for certifications, courses, and industry conferences.
• Wellness Programs: Access to virtual fitness classes, mental health resources, and employee assistance programs.
• Equity & Stock Options: Eligibility for company equity awards in line with senior leadership compensation.

How to Apply

Ready to lead the next wave of customer success at brighthush? Submit your application through our careers portal or click the link below to start the process.

Apply to this role at brighthush

Equal Opportunity Employer

brighthush is committed to creating a diverse and inclusive workplace. We welcome applicants of all backgrounds and identities to apply for this role.