Senior Director of Global Customer Success & Go‑to‑Market Strategy – Resins & Technologies Division – Remote (USA) – Driving Biopharma Innovation at brighthush

About brighthush – Pioneering the Future of Biopharma

brighthush is more than a biotechnology company; we are the architects of tomorrow’s life‑saving therapies. With a portfolio that spans the entire continuum of biopharma development—from foundational research tools and cutting‑edge cell‑based assays to next‑generation cell and gene therapies—our customers rely on us to streamline manufacturing, accelerate time‑to‑market, and unlock therapeutic potential that was once thought impossible.

Operating in over 40 countries, brighthush has cultivated a culture where curiosity is celebrated, collaboration is the norm, and every team member has the opportunity to shape the future of healthcare. Whether you are a seasoned executive or an emerging leader, you will find at brighthush a platform that rewards ambition, nurtures talent, and celebrates impact.

Why This Role Matters

The Senior Director of Customer Success for our Resins & Technologies business unit is a pivotal role that bridges strategy, operations, and customer experience. You will own the end‑to‑end journey of our customers, ensuring they receive world‑class support, actionable insights, and a partnership that drives measurable value. Your leadership will shape how brighthush engages with its most critical customers, influences product development, and scales market growth across the globe.

Key Responsibilities

1. Lead Global Customer Success Strategy

• Develop and execute a multi‑year Customer Success roadmap that aligns with the Resins & Technologies portfolio objectives and commercial priorities.
• Create a unified customer engagement model that integrates insights, analytics, adoption, technical partnership, and commercial governance.
• Elevate Voice of Customer (VoC) capabilities, embedding customer insights into product, R&D, and commercial strategy discussions.
• Own and champion the Resins & Technologies Go‑to‑Market strategy, defining positioning, segmentation, and adoption pathways.
• Ensure global Sales, Marketing, and R&D teams are empowered through Commercial Playbooks, data‑driven targeting, and enablement programs.
• Drive portfolio growth by leveraging deep analytics, competitive intelligence, and customer‑focused value differentiation.

2. Build and Develop a High‑Performing Customer Success Organization

• Directly manage leaders responsible for Customer Success & Adoption, Customer Insights & Product Analytics, and Specin Governance.
• Establish a culture of continuous improvement, accountability, and cross‑functional collaboration.
• Mentor and coach senior leaders, fostering talent development and succession planning.
• Implement performance metrics and recognition programs that align individual goals with company objectives.
• Champion diversity, equity, and inclusion initiatives within the Customer Success team.

3. Provide Senior Oversight for Go‑to‑Market Implementation

• Coordinate planning and execution of growth initiatives with the global commercial organization, including sales specialists, regional account managers, and the Global Strategic Account team.
• Lead the launch and integration of new manufacturing capabilities at brighthush’s site in Muskegon, MI, USA.
• Develop and refine a contracts & negotiations framework that supports commercial objectives while safeguarding customer relationships.
• Collaborate with legal, finance, and operations to ensure seamless contract execution and compliance.
• Drive cross‑functional alignment on pricing, packaging, and promotional strategies.

4. Drive Insights, Analytics, and 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 life‑cycle management activities in product management teams.
• Champion the adoption of advanced analytics tools and data governance practices.

5. Advance Customer Experience and Lifecycle Excellence

• Govern the design and continuous improvement of the end‑to‑end customer journey.
• Champion initiatives that enhance onboarding, adoption, retention, satisfaction, and long‑term partnership.
• Build scalable processes for proactive customer engagement, escalation management, and systemic issue resolution.
• Lead the development of a customer success community of practice to share best practices and lessons learned.
• Ensure that customer feedback loops are integrated into product roadmaps and service improvements.

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 results in a global commercial environment.
• Strong analytical mindset with the ability to translate complex customer, product, and market data into strategic recommendations.
• Demonstrated 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.
• Fluency in English, both written and oral.

Preferred Qualifications

• Experience managing high‑performance teams in a matrixed organization.
• Hands‑on experience with predictive analytics, customer health scoring, and journey mapping tools.
• Deep understanding of the regulatory landscape and commercial dynamics in the biopharma sector.
• Track record of successfully scaling customer success programs across multiple regions.
• Experience with SaaS or platform‑based business models.
• Knowledge of advanced analytics platforms such as Tableau, Power BI, or similar.

Key Skills & Competencies

• Strategic Vision & Execution
• Customer‑Centric Leadership
• Data‑Driven Decision Making
• Cross‑Functional Collaboration
• Change Management & Process Improvement
• Stakeholder Engagement & Influence
• Analytical & Problem‑Solving Skills
• Communication & Presentation Excellence
• Adaptability & Resilience
• Mentorship & Talent Development

Career Growth & Learning Opportunities

At brighthush, your career trajectory is as dynamic as the science we support. As Senior Director, you will:

• Lead strategic initiatives that shape the future of our Resins & Technologies portfolio.
• Collaborate with senior leaders across product, R&D, and commercial functions, gaining exposure to the full spectrum of business operations.
• Mentor and develop the next generation of customer success leaders.
• Participate in executive‑level strategy sessions, influencing company‑wide priorities.
• Access continuous learning programs, including industry conferences, leadership workshops, and internal knowledge‑sharing forums.
• Benefit from a structured career ladder that rewards impact and innovation.
• Explore cross‑functional roles in product management, commercial strategy, or global operations.

Work Environment & Culture at brighthush

Our culture is built on three pillars: Innovation, Integrity, and Impact. We celebrate curiosity, encourage bold thinking, and reward outcomes that move the needle for patients worldwide. As a remote leader, you will enjoy:

• Flexible work arrangements that support work‑life balance.
• Collaborative virtual tools that keep you connected with global teams.
• A supportive network of peers and mentors across the organization.
• Regular virtual town halls, innovation challenges, and cross‑functional hackathons.
• Access to a global community of scientists, engineers, and business leaders.
• Opportunities to travel to key customer sites and industry events as needed.

Compensation, Perks, and Benefits

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

• Base Salary: $220,000 – $240,000 (USD) for U.S. residents.
• Bonus & Incentive Pay: Target earnings as a percentage of base salary, tied to objective eligibility criteria and performance.
• Health & Wellness: Comprehensive medical, dental, and vision coverage.
• Retirement: 401(k) plan with company match.
• Paid Time Off: Generous vacation, sick leave, and personal days.
• Professional Development: Reimbursement for certifications, courses, and industry conferences.
• Wellness Programs: Access to virtual fitness classes, mental health resources, and employee assistance programs.
• Equity & Stock Options: Eligibility for company equity awards in line with senior leadership compensation.
• Remote Work Support: Stipend for home office setup and high‑speed internet.
• Family & Life Support: Flexible parental leave policies and childcare assistance.

How to Apply

Ready to lead the next wave of customer success at brighthush? Submit your application through our careers portal or click the link below to start the process.

Equal Opportunity Employer

brighthush is committed to creating a diverse and inclusive workplace. We welcome applicants of all backgrounds and identities to apply for this role.