Senior Director – Head of Customer Success for Laboratory Solutions (North America) – Strategic Growth & Client Advocacy Leader

About brighthush – Pioneering Breakthroughs in Healthcare

At brighthush, we are on a mission to transform the way healthcare is delivered, making advanced diagnostics and laboratory solutions accessible to every patient, everywhere. Our global community of more than 70,000 dedicated professionals spans over 70 countries, united by a shared purpose: to innovate responsibly, champion sustainability, and improve outcomes for the people who matter most. We celebrate diversity, encourage bold thinking, and provide the resources you need to thrive both personally and professionally.

Why This Role Matters

The Senior Director – Head of Customer Success for our Laboratory Solutions business in North America will be the strategic champion of customer value. You will shape the voice of the customer across the organization, drive loyalty, retention, and advocacy, and ensure that every laboratory partner extracts measurable, lasting benefits from our cutting‑edge technologies and services. This is a high‑visibility role that sits at the intersection of product, sales, service, and executive leadership, offering you the platform to influence the future of healthcare delivery.

Key Responsibilities

Strategic Leadership & Team Development

• Define, communicate, and execute a comprehensive Customer Success strategy that aligns with brighthush’s North American business priorities and the evolving needs of laboratory customers.
• Recruit, mentor, and develop a high‑performing, cross‑functional Customer Success team capable of delivering world‑class service at scale.
• Design scalable engagement models that guide customers through every stage of their lifecycle—from onboarding to renewal and expansion.
• Foster a culture of accountability, continuous improvement, and customer advocacy throughout the organization.

Customer Advocacy & Experience Management

• Serve as the primary voice of the customer, translating insights into actionable initiatives that improve product design, service delivery, and overall experience.
• Partner with Sales, Marketing, and Product teams to amplify success stories, develop reference programs, and build a robust ecosystem of customer advocates.
• Lead executive business reviews that showcase value, reinforce partnerships, and uncover new growth opportunities.
• Implement feedback loops that ensure customer concerns are addressed promptly, reducing escalations and churn.

Value Realization & Outcome Delivery

• Collaborate with laboratory leaders to develop customized success plans that align with their strategic objectives, operational workflows, and quality metrics.
• Guide customers in optimizing laboratory performance, workflow efficiency, and diagnostic accuracy, ensuring they achieve measurable ROI.
• Monitor and report on key performance indicators such as Net Promoter Score (NPS), Customer Satisfaction (CSAT), retention rates, health scores, and solution adoption.
• Leverage data analytics to identify risk signals early, design mitigation strategies, and drive continuous improvement.

Growth Enablement & Expansion

• Develop and execute retention and expansion strategies that increase renewal rates, upsell opportunities, and overall customer lifetime value.
• Identify at‑risk accounts, lead cross‑functional recovery plans, and turn potential churn into renewed partnerships.
• Work closely with Sales & Service teams to surface expansion opportunities, co‑create joint value propositions, and secure strategic deals.
• Strengthen relationships with laboratory directors, health‑system executives, and C‑suite stakeholders to become a trusted advisor.

Operational Excellence & Governance

• Establish, track, and continuously refine a suite of success metrics—including NPS, CSAT, health scores, adoption rates, and escalation trends—to drive data‑informed decision making.
• Implement standardized processes, tools, and governance frameworks that improve efficiency, consistency, and scalability across the Customer Success organization.
• Collaborate with Finance, Supply Chain, R&D, and other functional leaders to align resources with customer priorities and business objectives.
• Promote a collaborative culture where customer success is embedded in every strategic conversation.

Essential Qualifications

• Education: Bachelor’s degree required; advanced degree (MBA, MSc, or related) preferred.
• Experience: Minimum 8 years of progressive leadership experience in Customer Success, Customer Experience, Healthcare Services, Laboratory Operations, or Commercial Excellence.
• Industry Knowledge: Proven background in diagnostics, healthcare technology, medical devices, or life sciences.
• Leadership Track Record: Demonstrated success building and scaling high‑performing teams that deliver measurable improvements in loyalty, retention, and revenue growth.
• Executive Influence: Ability to build trusted relationships with laboratory directors, health‑system leaders, and C‑suite executives.
• Strategic & Analytical Acumen: Strong business sense, data‑driven decision‑making, and the ability to translate complex insights into clear action plans.
• Emotional Intelligence: Resilience, empathy, and excellent communication skills to navigate difficult conversations and foster trust.

Preferred Qualifications & Additional Skills

• Experience leading Customer Success functions within a global, matrixed organization.
• Familiarity with SaaS, subscription‑based, or technology‑enabled service models in the healthcare sector.
• Proficiency with CRM and Customer Success platforms (e.g., Salesforce, Gainsight, Totango).
• Track record of influencing product roadmaps based on customer feedback.
• Multilingual capabilities or experience working across diverse cultural contexts in North America.
• Certification in Project Management (PMP, Prince2) or Customer Success (CCSP) is a plus.

Core Skills & Competencies for Success

• Strategic Vision: Ability to see the big picture while executing detailed plans.
• Customer‑Centric Mindset: Passion for delivering exceptional experiences and tangible outcomes.
• Data Literacy: Comfort with analytics, KPI dashboards, and translating numbers into narratives.
• Collaboration: Strong cross‑functional partnership skills, breaking down silos.
• Change Management: Proven ability to lead teams through transformation and continuous improvement.
• Communication: Clear, persuasive storytelling for both internal stakeholders and external customers.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is limited only by your ambition. In this senior leadership role you will:

• Gain exposure to global executive leadership and influence company‑wide strategy.
• Participate in industry conferences, thought‑leadership panels, and advanced training programs.
• Access a robust internal learning platform offering courses in leadership, data analytics, healthcare innovation, and more.
• Be eligible for accelerated promotion pathways into Vice‑President or General Manager roles as the business expands.

Work Environment & Culture at brighthush

We believe that great ideas emerge when people feel valued, respected, and empowered. Our culture is built on:

• Diversity & Inclusion: A truly global workforce that celebrates differences in background, thought, and perspective.
• Flexibility: Hybrid work models, generous paid time off, and resources to support work‑life harmony.
• Innovation Labs: Access to cutting‑edge labs and research facilities where you can collaborate with scientists, engineers, and clinicians.
• Community Impact: Opportunities to contribute to sustainability initiatives and global health programs.

Compensation, Perks & Benefits

While exact figures may vary based on location, experience, and market conditions, the total rewards package includes:

• Competitive base salary ranging from $213,330 to $293,326, with performance‑based bonuses and equity participation.
• Comprehensive health coverage (medical, dental, vision) and wellness programs.
• Retirement savings plan with company match (401(k) or equivalent).
• Life, short‑term, and long‑term disability insurance.
• Paid parental leave, paid sick & safe time, and generous vacation accrual.
• Transportation benefits such as paid parking or public‑transit subsidies.
• Employee assistance programs, continuous learning stipends, and mentorship opportunities.

How to Apply

If you are ready to lead a world‑class Customer Success organization and make a lasting impact on laboratory care across North America, we invite you to submit your application through our talent community. Please create a profile, upload your resume, and complete the short questionnaire. Our recruiting team will review your submission and reach out to discuss next steps.

Equal Opportunity & Inclusion Statement

brighthush is an Equal Opportunity and Affirmative Action Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees, regardless of race, color, religion, gender, sexual orientation, gender identity, age, disability, veteran status, or any other characteristic protected by law. All qualified applicants will receive consideration for employment without discrimination.

Reasonable Accommodations

We are dedicated to providing reasonable accommodations for candidates with disabilities throughout the recruitment process. If you require assistance, please let us know, and we will work with you to ensure a fair and accessible experience.

Join brighthush and Shape the Future of Laboratory Success

At brighthush, you will be part of a purpose‑driven organization that is redefining healthcare delivery. Your leadership will empower laboratories to achieve higher efficiency, better patient outcomes, and sustainable growth. Take the next step in your career—apply today and become a catalyst for change.