Senior Director & Head of Customer Success – Laboratory Solutions, North America – Championing Customer Advocacy, Accelerating Growth, and Innovating Healthcare Diagnostics at brighthush

About brighthush and the Laboratory Solutions Landscape

brighthush is a global trailblazer in medical technology, redefining how clinicians, laboratories, and health systems deliver care worldwide. With a presence in more than 70 countries and a dedicated workforce of over 72,000 professionals, we are the trusted partner for cutting‑edge diagnostics, laboratory automation, and data‑driven insights. Our mission is simple yet profound: to pioneer breakthroughs in healthcare for everyone, everywhere, sustainably.

In an era where precision medicine and rapid diagnostics are becoming the norm, the demand for high‑performance laboratory solutions is growing exponentially. From point‑of‑care testing to large‑scale clinical laboratories, our portfolio empowers institutions to streamline workflows, improve quality, and ultimately enhance patient outcomes. The Laboratory Solutions division is integral to clinical decision‑making and treatment pathways worldwide, and we are looking for a visionary leader to drive customer success across North America.

Why brighthush is the Right Place for Your Next Career Move

At brighthush, we celebrate diversity, individuality, and the unique contributions of every team member. Our culture is built on collaboration, continuous learning, and a shared commitment to excellence. We empower our employees to step beyond their comfort zones by providing:

• Flexible work arrangements and resources that support both professional and personal growth.
• Access to world‑class training, mentorship, and leadership development programs.
• A global community of scientists, clinicians, developers, and business leaders who share a common purpose.

We believe that the best outcomes arise when people are encouraged to innovate, challenge the status quo, and collaborate across disciplines. If you are passionate about customer success, thrive in a fast‑paced environment, and want to make a tangible impact on patient care, brighthush is the place for you.

Position Overview

As the Senior Director & Head of Customer Success – Laboratory Solutions, North America, you will be the strategic leader responsible for driving customer value, loyalty, and growth across our laboratory portfolio. You will serve as the voice of the customer, translating insights into actionable strategies that reinforce brighthush’s reputation as a trusted partner. Your leadership will shape the future of customer success, ensuring that every laboratory, health system, and executive stakeholder experiences measurable, sustainable value from our solutions.

Key Responsibilities

• Strategic Leadership – Define and execute a comprehensive Customer Success strategy that aligns with brighthush’s business priorities and the evolving needs of laboratory customers. This includes setting long‑term vision, short‑term goals, and key performance indicators that drive success.
• Team Building & Development – Recruit, mentor, and lead a high‑performing Customer Success team, fostering a culture of accountability, continuous improvement, and customer advocacy. Provide coaching, career pathing, and performance feedback to unlock each team member’s potential.
• Customer Engagement Models – Design scalable engagement frameworks that support customers throughout their lifecycle, from onboarding to renewal and expansion. Create playbooks, enablement tools, and success plans that ensure consistent, high‑quality interactions.
• Voice of the Customer – Champion customer insights across the organization, ensuring that feedback drives product enhancements, service improvements, and strategic decisions. Lead cross‑functional initiatives that translate customer data into actionable change.
• Retention & Growth – Develop and implement initiatives that improve retention, renewal rates, and lifetime value, while identifying upsell and cross‑sell opportunities. Leverage data analytics to forecast churn risks and proactively mitigate them.
• Operational Excellence – Establish and monitor key metrics (NPS, CSAT, health scores, adoption rates, churn, etc.) and use data analytics to drive continuous improvement. Build dashboards, reporting frameworks, and executive summaries that keep stakeholders informed.
• Cross‑Functional Collaboration – Partner with Sales, Service, Marketing, Supply Chain, R&D, and Finance to align on customer priorities and business objectives. Facilitate joint planning sessions, shared OKRs, and integrated roadmaps.
• Executive Relationship Management – Build and maintain strong relationships with laboratory directors, health system leaders, and C‑suite executives, positioning brighthush as a strategic partner. Conduct quarterly business reviews, executive briefings, and stakeholder workshops.
• Risk Management – Proactively identify at‑risk customers and lead cross‑functional recovery plans to mitigate churn. Develop contingency plans, escalation protocols, and rapid response teams.
• Strategic Account Planning – Support account teams with customer insights, health indicators, and value realization outcomes to drive strategic growth. Provide guidance on account segmentation, renewal strategies, and expansion roadmaps.

Essential Qualifications

• Bachelor’s degree required; advanced degree (MBA, MS, PhD) preferred. Demonstrated academic excellence and a commitment to lifelong learning.
• 8+ years of progressive leadership experience in Customer Success, Customer Experience, Healthcare Services, Laboratory Operations, or Commercial Excellence. Proven ability to scale teams and processes in a complex, regulated environment.
• Demonstrated success in the diagnostics, healthcare technology, medical devices, or life sciences industry. Deep understanding of laboratory workflows, regulatory requirements, and market dynamics.
• Proven track record of leading customer‑focused teams and delivering measurable improvements in loyalty, retention, and growth. Use data to drive decisions and celebrate wins.
• Experience building relationships and influencing executive stakeholders, including laboratory directors, health system leaders, and C‑suite executives. Strong negotiation and presentation skills.
• Strong business acumen, strategic thinking, and data‑driven decision‑making capabilities. Ability to translate complex data into clear, actionable insights.
• High resilience, emotional intelligence, and the ability to navigate difficult conversations while building trusted relationships. Demonstrated empathy and conflict‑resolution skills.
• Proven ability to lead through change, develop talent, and build high‑performing teams. Experience with change management frameworks and talent development.

Preferred Qualifications

• Experience with SaaS or subscription‑based laboratory solutions. Familiarity with recurring revenue models and customer lifecycle management.
• Knowledge of regulatory frameworks (e.g., CLIA, ISO 15189) and quality management systems. Ability to navigate compliance and quality assurance processes.
• Background in data analytics, customer segmentation, or predictive modeling. Expertise in leveraging analytics to forecast trends and drive proactive engagement.
• Fluency in multiple languages, especially English and Spanish. Ability to communicate effectively across diverse regions.

Core Competencies & Skills

• Strategic Vision & Execution – Ability to set long‑term direction and translate it into actionable plans.
• Customer‑Centric Leadership – Passion for delivering exceptional customer experiences and fostering advocacy.
• Data Analysis & Insight Generation – Proficiency in extracting insights from complex data sets.
• Change Management & Transformation – Skilled at leading organizational change and driving adoption.
• Stakeholder Engagement & Influence – Ability to build trust and influence decision‑makers at all levels.
• Team Development & Coaching – Commitment to developing talent and building high‑performing teams.
• Financial Acumen & Budget Management – Experience managing budgets, forecasting, and driving ROI.
• Communication & Storytelling – Exceptional written and verbal communication skills.
• Problem‑Solving & Decision‑Making – Strong analytical mindset and decisive action.

Career Growth & Learning Opportunities

At brighthush, your professional development is a top priority. As the Senior Director of Customer Success, you will:

• Lead cross‑functional initiatives that span product, sales, and operations, giving you a holistic view of the business.
• Participate in executive leadership forums, shaping the strategic direction of the Laboratory Solutions division.
• Access a robust learning ecosystem, including leadership development programs, industry conferences, and internal knowledge sharing sessions.
• Mentor and coach emerging leaders, building a legacy of high‑performance teams.
• Explore opportunities to transition into broader customer success or global customer experience roles within brighthush.

Work Environment & Culture Highlights

brighthush fosters an environment where innovation, collaboration, and inclusivity thrive. Key cultural pillars include:

• Diversity & Inclusion – We celebrate differences in background, perspective, and experience, ensuring every voice is heard.
• Flexibility – Hybrid work models and flexible schedules support work‑life balance.
• Continuous Learning – We invest in training, certifications, and knowledge sharing to keep our teams at the cutting edge.
• Impact‑Driven Projects – Your work directly influences patient outcomes and the global healthcare landscape.
• Recognition & Rewards – We celebrate achievements through peer recognition, performance bonuses, and career advancement.

Compensation & Benefits

Base Salary Range: $207,220 – $284,922 (subject to geography, experience, and qualifications). The role may also be commission‑eligible, with commissions based on individual and company performance.

Benefits include:

• Medical, dental, and vision insurance plans.
• 401(k) retirement plan with company match.
• Life insurance and long‑term/short‑term disability coverage.
• Paid time off, sick leave, and paid parental leave.
• Paid parking and public transportation subsidies.
• Wellness programs, including mental health resources and fitness stipends.
• Professional development budget and tuition reimbursement.

Equal Opportunity & Inclusion Statement

brighthush is an Equal Opportunity and affirmative action employer. We encourage diversity in the workplace and provide equal consideration to all qualified applicants regardless of race, color, creed, religion, national origin, citizenship status, ancestry, sex, age, disability, marital status, family responsibilities, pregnancy, genetic information, sexual orientation, gender expression, gender identity, transgender status, or veteran status. brighthush is committed to providing reasonable accommodations for individuals with disabilities throughout the hiring process.

How to Apply

Ready to lead the next wave of customer success at brighthush? Submit your application through our talent community portal. We look forward to learning how your vision, experience, and passion can help us deliver unparalleled value to our laboratory customers across North America.

Join brighthush – Where Innovation Meets Impact

At brighthush, you will be part of a global team that is redefining the future of healthcare. Your leadership will shape the customer experience, drive measurable outcomes, and accelerate the adoption of life‑changing laboratory solutions. If you are a strategic thinker, a collaborative leader, and a customer‑obsessed professional, we invite you to apply and help us continue to pioneer breakthroughs in healthcare for everyone, everywhere, sustainably.