Senior Director of Customer Success – Resins & Technologies – Leading Global Customer Experience, Data‑Driven Growth, and Strategic Go‑to‑Market Initiatives at brighthush

About brighthush

brighthush stands at the forefront of life‑science innovation, seamlessly blending cutting‑edge research with transformative technology. With a portfolio that spans high‑performance resins, next‑generation separation platforms, and state‑of‑the‑art analytical solutions, we empower researchers, biopharma companies, and academic institutions to accelerate vaccine development, streamline cell‑therapy manufacturing, and unlock precision‑medicine pipelines. Operating in more than 40 countries, brighthush has earned a reputation as a global leader in biotechnology, delivering tools that enable breakthrough discoveries and commercial success.

Our culture is built on curiosity, collaboration, and an unwavering focus on customer success. Every interaction with a client is an opportunity to learn, innovate, and create lasting value. If you thrive in a fast‑paced, data‑driven environment and want to shape the future of biopharma, brighthush is the place for you.

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.
• Unify customer engagement across insights, analytics, adoption, technical partnership, and commercial governance, creating a seamless experience for every stakeholder.
• Elevate Voice of Customer (VoC) capabilities, ensuring that customer insights are embedded into product development, R&D, and commercial strategy discussions.
• Own the GTM strategy for Resins & Technologies, driving positioning, segmentation, and adoption pathways that accelerate market growth.
• Enable global Sales, Marketing, and R&D teams through Commercial Playbooks, data‑driven targeting, and continuous training.
• Drive portfolio growth by leveraging deep analytics, competitive intelligence, and customer‑focused value differentiation.

Team Building & Development

• Directly manage leaders responsible for Customer Success & Adoption, Customer Insights & Product Analytics, and Specin Governance.
• Foster a high‑performance culture that encourages innovation, accountability, and continuous improvement.
• Implement mentorship and career‑development programs that help team members grow into future leaders.

Operational Excellence & Program Management

• Provide senior oversight for GTM implementation, ensuring alignment with global commercial initiatives.
• Coordinate growth initiatives with sales specialists, regional account managers, and the Global Strategic Account team.
• Lead customer programs for new manufacturing sites, ensuring smooth onboarding and adoption.
• Develop and maintain a robust contracts & negotiations framework that protects both brighthush and our customers.

Data‑Driven Decision Making

• Set the vision for customer, product, and market analytics across the business unit.
• Oversee segmentation, customer journey mapping, adoption analytics, and whitespace identification.
• Translate insights into actionable requirements for portfolio strategy, commercial execution, and product innovation.
• Integrate predictive analytics and customer health metrics to inform lifecycle management activities.

Customer Experience & Lifecycle Management

• Govern the design and continuous improvement of the end‑to‑end customer journey.
• Drive initiatives that enhance onboarding, adoption, retention, satisfaction, and long‑term partnership.
• Build scalable processes for proactive engagement, escalation management, and systemic issue resolution.

Essential Qualifications

• Master’s degree in Life Sciences, Business, Data Science, Marketing, or a related field.
• 10+ years of progressive experience in Customer Success, Commercial Excellence, Product Management, or related customer‑facing leadership roles.
• Proven track record of leading multidisciplinary teams and delivering measurable results in a global commercial environment.
• Expertise in translating complex customer, product, and market data into strategic recommendations.
• Strong stakeholder leadership 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.
• Demonstrated ability to manage high‑performance teams and foster a culture of continuous improvement.
• Fluency in English, both written and oral.

Preferred Qualifications

• Experience with advanced separation technologies, resins, or analytical solutions.
• Knowledge of regulatory frameworks and compliance requirements in the life sciences sector.
• Experience leading GTM strategy for complex, multi‑product portfolios.
• Proficiency in advanced analytics tools (e.g., Tableau, Power BI, Python, R).
• Background in contract negotiation and partnership management.

Key Skills & Competencies

• Strategic Thinking & Visionary Leadership
• Data‑Driven Decision Making
• Customer‑Centric Mindset
• Cross‑Functional Collaboration
• Change Management & Process Improvement
• Analytical & Quantitative Skills
• Excellent Communication & Presentation Skills
• Project Management & Execution Excellence
• Adaptability & Resilience in a Fast‑Paced Environment

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.
• Engage in cross‑functional projects that expose you to R&D, manufacturing, and global commercial operations.
• Receive mentorship from senior leaders who have shaped the life sciences industry.
• Access a robust learning platform featuring courses on data analytics, product innovation, and customer experience.
• Be considered for future executive roles within brighthush, including Vice President or Chief Customer Officer positions.

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.
• Continuous Learning – Every day presents a new opportunity to grow, whether through formal training or on‑the‑job challenges.
• Customer‑First Mindset – Success is measured by the impact we create for our customers and the scientific community.
• Collaboration Across Borders – Our global teams work together seamlessly, leveraging the best talent from around the world.
• 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.
• Bonus & Incentive Pay – Target earnings as a percentage of base salary, based on objective performance metrics.
• Health & Wellness – Comprehensive medical, dental, vision, and mental health coverage.
• Retirement & Savings – 401(k) plan with company match.
• Paid Time Off – Generous vacation, sick leave, and personal days.
• Professional Development – Reimbursement for certifications, conferences, and advanced training.
• Remote Work Flexibility – Fully remote role with support for home office setup.
• Employee Assistance Program – Confidential counseling and support services.

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.