Senior Director – Head of Customer Success, Laboratory Solutions & Diagnostics – North America (Remote) – Leading Innovation in Lab Technology at brighthush

Welcome to brighthush – Where Laboratory Innovation Meets Customer Excellence

In a world where precision medicine and digital health are reshaping the way we diagnose and treat disease, brighthush stands at the forefront of laboratory transformation. We deliver a portfolio that spans point‑of‑care testing, laboratory information systems, advanced analytics, and integrated workflows, empowering healthcare providers to make faster, more accurate decisions. Our solutions unlock the full potential of every laboratory, driving better patient outcomes and redefining the industry’s future.

About the Role: Senior Director – Head of Customer Success

We are looking for a visionary, data‑driven leader to join our North American team as the Head of Customer Success. In this senior leadership position, you will shape the future of customer experience, accelerate adoption of our solutions, and build lasting partnerships with laboratory leaders, health systems, and executive stakeholders. If you thrive in a fast‑paced, high‑impact environment and are passionate about turning customer insights into measurable business outcomes, we want to hear from you.

Key Responsibilities

As the voice of the customer at brighthush, you will lead a high‑performing Customer Success organization that spans the entire customer lifecycle. Your strategic influence will shape product development, service delivery, and the overall customer journey.

Customer Success Strategy & Execution

• Define & Implement Strategy – Craft a comprehensive Customer Success strategy aligned with brighthush’s business priorities and the evolving needs of laboratory customers.
• Build & Scale Teams – Recruit, mentor, and grow a world‑class team of Customer Success Managers, Analysts, and Support Specialists.
• Design Engagement Models – Create scalable engagement frameworks that guide customers from onboarding through expansion, ensuring consistent value realization.
• Champion Accountability – Foster a culture of accountability, continuous improvement, and proactive advocacy across all customer touchpoints.
• Own Strategic Partnerships – Lead retention, renewal, and growth initiatives with key accounts.

Customer Experience Champion

• Advocate for Customers – Translate customer insights into actionable improvements in product, service, and process.
• Collaborate Across Functions – Work with Sales, Marketing, Product, and R&D to elevate success stories, case studies, and advocacy programs.
• Build Trust & Loyalty – Lead initiatives that reinforce confidence and long‑term loyalty among laboratory leaders and health system executives.

Value Realization & Outcomes

• Measure Business Impact – Ensure customers achieve measurable outcomes such as workflow efficiency, quality metrics, and operational cost savings.
• Develop Success Plans – Partner with customers to create tailored success plans aligned with their strategic goals.
• Facilitate Executive Reviews – Conduct executive business reviews that showcase ROI, strengthen partnerships, and uncover expansion opportunities.

Retention & Growth Engine

• Proactive Retention – Develop and execute strategies to prevent churn, optimize renewals, and drive upsell/cross‑sell initiatives.
• Identify At‑Risk Accounts – Lead cross‑functional recovery plans with Sales, Service, and Finance.
• Executive Relationships – Build relationships with laboratory directors, health system leaders, and C‑suite stakeholders.
• Strategic Account Planning – Support growth initiatives with data‑driven insights and health indicators.

Operational Excellence

• Metrics & Reporting – Define, track, and report on key Customer Success metrics: NPS, CSAT, retention, health scores, adoption, and escalation trends.
• Data Analytics – Leverage analytics to uncover risks, opportunities, and continuous improvement levers.
• Process & Tool Governance – Implement scalable processes, tools, and governance models that enhance efficiency and consistency.

Cross‑Functional Collaboration

• Partner with Core Teams – Work closely with Sales, Service, Marketing, Supply Chain, R&D, and Finance to align on customer priorities.
• Influence Roadmap – Provide customer‑centric insights that shape product roadmap, pricing, and service offerings.
• Embed Customer‑Centric Mindset – Ensure decisions across the organization are driven by real‑world impact.

Essential Qualifications

• Bachelor’s degree in Business, Life Sciences, or a related field (advanced degree preferred).
• 8+ years of progressive leadership experience in Customer Success, Customer Experience, or a related domain within diagnostics, healthcare technology, medical devices, or life sciences.
• Proven track record of building and scaling high‑performing teams that deliver measurable improvements in customer loyalty, retention, and revenue growth.
• Deep understanding of laboratory operations, workflow optimization, and quality metrics.
• Experience influencing executive stakeholders, including laboratory directors, health system leaders, and C‑suite executives.
• Strong business acumen, strategic thinking, and data‑driven decision‑making skills.
• Exceptional communication, negotiation, and conflict‑resolution abilities.
• Resilience, emotional intelligence, and the capacity to navigate complex, high‑stakes conversations.
• Demonstrated ability to lead through change, develop talent, and foster a culture of continuous improvement.

Preferred Qualifications

• Experience with SaaS or cloud‑based laboratory information systems.
• Knowledge of regulatory frameworks (CLIA, CAP, ISO) and quality assurance processes.
• Background in commercial excellence or sales enablement within the life sciences sector.
• Proficiency with CRM, CSAT, NPS, and analytics platforms (e.g., brighthush, brighthush, brighthush).
• Track record of implementing customer success metrics that drive business outcomes.

Key Skills & Competencies

• Strategic Leadership & Vision
• Customer‑Centric Mindset
• Data Analytics & Insight Generation
• Team Building & Talent Development
• Change Management & Agility
• Stakeholder Engagement & Influence
• Project Management & Process Optimization
• Financial Acumen & Budget Oversight
• Communication & Storytelling
• Resilience & Emotional Intelligence

Career Growth & Development

At brighthush, your career trajectory is as dynamic as the industry we serve. As Head of Customer Success, you will:

• Lead a cross‑functional executive team, positioning yourself for future roles such as VP Customer Experience or Chief Customer Officer.
• Shape the strategic direction of our Customer Success organization, influencing product roadmap and go‑to‑market strategy.
• Gain exposure to global markets, high‑profile laboratory clients, and emerging diagnostic technologies.
• Participate in leadership development programs, mentorship opportunities, and industry conferences.
• Benefit from a culture that rewards innovation, collaboration, and continuous learning.

Work Environment & Culture at brighthush

brighthush is committed to fostering an inclusive, collaborative, and high‑energy workplace. Our remote‑first culture empowers you to work from anywhere while staying connected through:

• Weekly virtual town halls and cross‑departmental syncs.
• Digital collaboration tools (brighthush, brighthush, brighthush) that keep teams aligned.
• Regular virtual coffee chats and informal networking events.
• A focus on work‑life balance, with flexible hours and generous time‑off policies.
• Continuous feedback loops and performance recognition programs.

Compensation & Benefits

brighthush offers a competitive total rewards package that reflects your expertise and the value you bring to our organization.

• Base Salary: $213,330 – $293,326 (market‑adjusted for geography, experience, and qualifications).
• Commission & Incentives: Commission eligibility is aligned with brighthush’s performance plan, rewarding both individual and company success.
• Health & Wellness: Comprehensive medical, dental, and vision coverage.
• Retirement: 401(k) plan with company match.
• Insurance: Life, long‑term and short‑term disability.
• Paid Time Off: Generous vacation, sick leave, and personal days.
• Transportation: Paid parking or public transportation stipend.
• Professional Development: Reimbursement for certifications, courses, and industry conferences.
• Wellness Initiatives: Virtual fitness classes, mental health resources, and wellness stipends.

Why Join brighthush?

When you join brighthush, you become part of a mission‑driven organization that is reshaping laboratory science. You will:

• Lead a high‑impact team that directly influences patient outcomes.
• Collaborate with industry leaders and innovators.
• Drive strategic initiatives that shape the future of diagnostics.
• Enjoy a flexible, remote work environment that supports your personal and professional growth.
• Benefit from a culture that values diversity, equity, and inclusion.

Ready to Make a Difference?

If you are a strategic thinker, a customer advocate, and a proven leader ready to take the next step in your career, we invite you to apply. Join brighthush and help laboratories worldwide unlock their full potential.

Apply at brighthush