Senior Director of Customer Success – Resins & Technologies – Driving Global Customer Experience, Data‑Powered Growth, and Strategic Go‑to‑Market Leadership at brighthush

About brighthush

brighthush is a trailblazer in the life‑science arena, fusing pioneering research with cutting‑edge technology to deliver transformative solutions. Our portfolio spans high‑performance resins, next‑generation separation platforms, and state‑of‑the‑art analytical tools that empower researchers, biopharma companies, and academic institutions worldwide. With a presence in more than 40 countries, brighthush has earned a reputation as a global leader in biotechnology, enabling breakthrough discoveries and commercial success for our partners. We thrive on curiosity, collaboration, and an unwavering focus on customer success, turning every client interaction into an opportunity to innovate and create lasting value.

Why This Role Matters

As the Senior Director of Customer Success for the Resins & Technologies business unit, you will be the linchpin that connects our customers’ scientific ambitions with brighthush’s product portfolio. You will own the end‑to‑end customer journey—from the first engagement and specification to adoption, expansion, and long‑term value realization. Your strategic vision will guide a global, multidisciplinary team and influence the go‑to‑market (GTM) strategy, ensuring that brighthush remains the partner of choice for life‑science innovators.

Key Responsibilities

Strategic Leadership & Execution

• Develop and execute a multi‑year Customer Success plan that aligns with the Resins & Technologies portfolio objectives and the broader business unit goals, ensuring measurable impact on revenue, retention, and customer satisfaction.
• Unify customer engagement across insights, analytics, adoption, technical partnership, and commercial governance, creating a seamless experience for every stakeholder and eliminating silos.
• Elevate Voice of Customer (VoC) capabilities, ensuring that customer insights are embedded into product development, R&D, and commercial strategy discussions, driving continuous improvement.
• Own the GTM strategy for Resins & Technologies, driving positioning, segmentation, and adoption pathways that accelerate market growth and create a differentiated value proposition.
• Enable global Sales, Marketing, and R&D teams through Commercial Playbooks, data‑driven targeting, and continuous training, ensuring alignment and execution excellence.
• Drive portfolio growth by leveraging deep analytics, competitive intelligence, and customer‑focused value differentiation, translating insights into actionable initiatives.

Team Building & Development

• Directly manage leaders responsible for Customer Success & Adoption, Customer Insights & Product Analytics, and Specin Governance, fostering a culture of high performance and accountability.
• Champion a high‑performance culture that encourages innovation, continuous improvement, and a shared sense of purpose across the organization.
• Implement mentorship and career‑development programs that help team members grow into future leaders, ensuring succession planning and talent retention.

Operational Excellence & Program Management

• Provide senior oversight for GTM implementation, ensuring alignment with global commercial initiatives and timely delivery of key milestones.
• Coordinate growth initiatives with sales specialists, regional account managers, and the Global Strategic Account team, driving cross‑functional collaboration.
• Lead customer programs for new manufacturing sites, ensuring smooth onboarding, adoption, and integration into the broader ecosystem.
• Develop and maintain a robust contracts & negotiations framework that protects both brighthush and our customers, mitigating risk and maximizing value.

Data‑Driven Decision Making

• Set the vision for customer, product, and market analytics across the business unit, establishing standards, governance, and best practices.
• Oversee segmentation, customer journey mapping, adoption analytics, and whitespace identification, providing actionable insights to stakeholders.
• Translate insights into actionable requirements for portfolio strategy, commercial execution, and product innovation, ensuring data‑backed decisions.
• Integrate predictive analytics and customer health metrics to inform lifecycle management activities, proactively addressing churn risks.

Customer Experience & Lifecycle Management

• Govern the design and continuous improvement of the end‑to‑end customer journey, ensuring a consistent, high‑quality 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 engagement, escalation management, and systemic issue resolution, reducing friction and increasing loyalty.

Essential Qualifications

• Master’s degree in Life Sciences, Business, Data Science, Marketing, or a related field, demonstrating a strong foundation in both technical and commercial disciplines.
• 10+ years of progressive experience in Customer Success, Commercial Excellence, Product Management, or related customer‑facing leadership roles, with a proven track record of delivering measurable results in a global commercial environment.
• Expertise in translating complex customer, product, and market data into strategic recommendations that drive growth and operational efficiency.
• Strong stakeholder leadership across product, R&D, commercial, and operational functions, with the ability to influence and inspire cross‑functional teams.
• Experience in Customer Insights, Analytics, Market Research, or Commercial Strategy, with a deep understanding of the life‑science market landscape.
• Background in the Pharmaceuticals, Life Sciences, or Biotechnology industry, with a nuanced appreciation of scientific and regulatory complexities.
• Demonstrated ability to manage high‑performance teams and foster a culture of continuous improvement, accountability, and innovation.
• Fluency in English, both written and oral, with excellent communication and presentation skills that resonate with technical and non‑technical audiences.

Preferred Qualifications

• Experience with advanced separation technologies, resins, or analytical solutions, providing a deep technical perspective on product offerings.
• Knowledge of regulatory frameworks and compliance requirements in the life sciences sector, ensuring alignment with industry standards.
• Experience leading GTM strategy for complex, multi‑product portfolios, with a proven ability to navigate market dynamics and competitive landscapes.
• Proficiency in advanced analytics tools (e.g., Tableau, Power BI, Python, R) to extract insights, build dashboards, and support data‑driven decision making.
• Background in contract negotiation and partnership management, ensuring mutually beneficial agreements and long‑term collaboration.

Key Skills & Competencies

• Strategic Thinking & Visionary Leadership – Ability to set a clear direction, anticipate market trends, and inspire teams to achieve ambitious goals.
• Data‑Driven Decision Making – Mastery of analytics, metrics, and evidence‑based approaches to guide strategy and execution.
• Customer‑Centric Mindset – Deep empathy for customer needs, translating insights into tangible value and loyalty.
• Cross‑Functional Collaboration – Proven track record of building partnerships across product, R&D, sales, marketing, and operations.
• Change Management & Process Improvement – Expertise in leading transformation initiatives, optimizing workflows, and driving continuous improvement.
• Analytical & Quantitative Skills – Strong quantitative acumen, with the ability to analyze complex data sets and derive actionable insights.
• Excellent Communication & Presentation Skills – Ability to articulate complex concepts clearly to diverse audiences, from technical teams to executive leadership.
• Project Management & Execution Excellence – Demonstrated success in managing large, cross‑functional projects on time and within budget.
• Adaptability & Resilience in a Fast‑Paced Environment – Thrives in dynamic, high‑growth settings, maintaining focus and delivering results under pressure.

Career Growth & Learning Opportunities

At brighthush, we invest heavily in the professional development of our leaders. As Senior Director, you will:

• Participate in executive leadership programs that sharpen strategic, financial, and operational acumen, preparing you for senior roles.
• Engage in cross‑functional projects that expose you to R&D, manufacturing, and global commercial operations, broadening your skill set.
• Receive mentorship from senior leaders who have shaped the life sciences industry, gaining insights into best practices and industry trends.
• Access a robust learning platform featuring courses on data analytics, product innovation, customer experience, and leadership development.
• Be considered for future executive roles within brighthush, including Vice President or Chief Customer Officer positions, as you demonstrate impact and leadership.

Work Environment & Culture

brighthush is a remote‑first organization that values flexibility, collaboration, and innovation. Our culture is defined by:

• Inclusivity & Diversity – We celebrate diverse perspectives and foster an environment where every voice is heard, driving creativity and innovation.
• Continuous Learning – Every day presents a new opportunity to grow, whether through formal training, on‑the‑job challenges, or peer knowledge sharing.
• Customer‑First Mindset – Success is measured by the impact we create for our customers and the scientific community, guiding every decision.
• Collaboration Across Borders – Our global teams work together seamlessly, leveraging the best talent from around the world to solve complex problems.
• Work‑Life Balance – Flexible schedules, generous paid time off, and a supportive environment help you thrive both professionally and personally.

Compensation & Benefits

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

• Base Salary – $220,000 – $240,000 (USD) for U.S. residents, commensurate with experience and market benchmarks.
• Bonus & Incentive Pay – Target earnings as a percentage of base salary, based on objective performance metrics and company goals.
• Health & Wellness – Comprehensive medical, dental, vision, and mental health coverage, ensuring you and your family are protected.
• Retirement & Savings – 401(k) plan with company match, supporting your long‑term financial security.
• Paid Time Off – Generous vacation, sick leave, and personal days, encouraging rest and rejuvenation.
• Professional Development – Reimbursement for certifications, conferences, and advanced training, fostering continuous growth.
• Remote Work Flexibility – Fully remote role with support for home office setup, enabling you to work from anywhere.
• Employee Assistance Program – Confidential counseling and support services for you and your loved ones.

How to Apply

If you are ready to lead brighthush’s next chapter in customer success and help shape the future of biopharma, we want to hear from you. Submit your application through our careers portal or click the link below to start your journey with brighthush.

Apply to this role at brighthush

brighthush is an Equal Opportunity Employer

We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, age, disability, veteran status, or any other protected characteristic.

Join brighthush today and help accelerate the real‑life impact of tomorrow’s science and technology. Together, we’ll transform the way the world approaches health and wellness.