Senior Director, Global Customer Success & Go‑to‑Market Strategy – Resins & Technologies Division – Remote (United States) – Champion Customer Experience at brighthush

About brighthush

brighthush is a trailblazer in the life‑sciences arena, delivering cutting‑edge resins, chromatography media, and process technologies that accelerate the discovery, development, and manufacturing of life‑saving therapies. With a footprint in more than 40 countries, we empower researchers, clinicians, and manufacturers to bring vaccines, biologics, and cell‑ and gene‑based medicines to market faster and more efficiently. Our culture is built on curiosity, collaboration, and a relentless focus on customer success—every day offers a new opportunity to learn, innovate, and make a tangible impact on global health.

Why This Role Matters

As the Senior Director of Customer Success for the Resins & Technologies business unit, you will be the chief architect of the entire customer journey—from first engagement to long‑term value realization. Your strategic vision will shape how brighthush partners with customers, influences product development, and drives portfolio growth. In an era where scientific breakthroughs are increasingly complex, your leadership will ensure that brighthush remains the trusted partner of choice for researchers and manufacturers worldwide.

Key Responsibilities

Strategic Leadership & Execution

• Develop and execute a multi‑year Customer Success strategy that aligns with the Resins & Technologies portfolio goals and commercial priorities, ensuring measurable impact on revenue and customer lifetime value.
• Create a unified customer engagement model that integrates insights, analytics, adoption, technical partnership, and commercial governance into a seamless experience.
• Elevate Voice of Customer (VoC) capabilities across the organization, ensuring that customer insights feed into product, R&D, and commercial strategy discussions.
• Own and lead the Resins & Technologies Go‑to‑Market strategy, including positioning, segmentation, and adoption pathways that resonate with diverse customer segments.
• Ensure successful enablement of global Sales, Marketing, and R&D teams through Commercial Playbooks, data‑driven targeting, and continuous training.
• Drive portfolio growth through deep analytics, competitive intelligence, and customer‑focused value differentiation, translating insights into actionable business decisions.

Team Building & Development

• Lead a high‑performing Customer Success organization, directly managing leaders responsible for Customer Success & Adoption, Customer Insights & Product Analytics, and Specin Governance.
• Provide senior oversight for Go‑to‑Market implementation, coordinating growth initiatives with the global commercial organization and customer programs at brighthush’s new manufacturing site in Muskegon, MI.
• Guide the development of a contracts & negotiations framework that supports scalable, customer‑centric engagements and protects both customer interests and business objectives.
• Mentor and coach team members, fostering a culture of continuous improvement, data‑driven decision making, and cross‑functional collaboration.

Data‑Driven Decision Making

• Set the vision for customer, product, and market analytics across the business unit, establishing standards for data quality, governance, and reporting.
• Oversee segmentation, customer journey mapping, adoption analytics, and whitespace identification to uncover growth opportunities.
• Translate insights into actionable requirements for portfolio strategy, commercial execution, and product innovation, ensuring alignment with corporate objectives.
• Integrate predictive analytics and customer health metrics to inform lifecycle management activities in the product teams, driving proactive engagement and risk mitigation.

Customer Experience & Lifecycle Excellence

• Govern the design and continuous improvement of the end‑to‑end customer journey, ensuring a frictionless experience across all touchpoints.
• Drive initiatives that enhance onboarding, adoption, retention, satisfaction, and long‑term partnership, turning customers into advocates.
• Build scalable processes for proactive customer engagement, escalation management, and systemic issue resolution, reducing time‑to‑resolution and increasing customer trust.
• Champion a culture of customer obsession, embedding customer‑centric thinking into every decision and process at brighthush.

Essential Qualifications

• Master’s degree in Life Sciences, Business, Data Science, Marketing, or a related field.
• Extensive experience in Customer Success, Commercial Excellence, Product Management, or related customer‑facing leadership roles.
• Proven ability to lead multidisciplinary teams and deliver results in a global commercial environment.
• Strong stakeholder leadership experience 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.
• Track record of managing high‑performance teams and driving measurable business outcomes.
• Fluency in English, both written and oral.

Preferred Qualifications & Competencies

• Advanced analytical skills with proficiency in data visualization tools (e.g., Tableau, Power BI).
• Experience with CRM platforms such as Salesforce and customer success platforms like Gainsight.
• Deep understanding of the regulatory landscape for biologics and advanced manufacturing.
• Demonstrated ability to translate complex data into clear, actionable business recommendations.
• Strong communication skills, capable of influencing senior leaders across multiple functions.
• Adaptability to a fast‑paced, evolving industry with a bias toward continuous improvement.
• Experience leading cross‑functional initiatives that span R&D, manufacturing, and commercial operations.
• Track record of implementing customer‑centric frameworks that drive revenue growth.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is defined by the impact you create. As Senior Director, you will:

• Shape the strategic direction of a global business unit and influence company‑wide initiatives.
• Collaborate with senior executives, including the VP of Product Management and the Chief Commercial Officer, to align customer success with corporate strategy.
• Lead cross‑functional projects that span R&D, manufacturing, and commercial operations, gaining exposure to all facets of the business.
• Participate in executive leadership forums and industry conferences, positioning yourself as a thought leader in customer success and biopharma innovation.
• Benefit from a robust learning and development program, including leadership coaching, technical training, and access to industry research.
• Earn opportunities to publish white papers, speak at conferences, and contribute to industry standards, enhancing your professional brand.

Culture & Work Environment

brighthush thrives on a culture of curiosity, collaboration, and customer obsession. We value:

• Inclusive teamwork that respects diverse perspectives and fosters creative problem‑solving.
• Transparent communication that empowers employees to innovate and take ownership of outcomes.
• A commitment to work‑life balance, supported by flexible remote work options and generous time‑off policies.
• Recognition of achievements through peer‑to‑peer awards, milestone celebrations, and public acknowledgment of impact.
• Community engagement initiatives that give back to the scientific and local communities, reinforcing our purpose beyond profit.
• A dynamic, fast‑paced environment where continuous improvement is not just encouraged but expected.

Compensation & Benefits

We offer a competitive total rewards package that reflects the value of your expertise and the impact of your work:

• Base Salary: $220,000 – $240,000 per year (US)
• Bonus & Incentive Pay: Target earnings as a percentage of base salary, tied to individual and company performance.
• Comprehensive health, dental, and vision insurance plans.
• Generous paid time off, including vacation, sick leave, and holidays.
• 401(k) retirement plan with company match.
• Professional development budget and tuition reimbursement.
• Employee wellness programs and mental health resources.
• Access to cutting‑edge scientific resources, industry events, and internal knowledge‑sharing platforms.
• Equity participation in a company that is shaping the future of biopharmaceutical manufacturing.

How to Apply

If you are ready to lead transformative customer success initiatives and help shape the future of biopharmaceutical manufacturing, we want to hear from you. Join brighthush and be part of a team that accelerates the real‑life impact of tomorrow’s science and technology.

Apply now to become the next Senior Director of Customer Success – Resins & Technologies at brighthush.