Senior eClinical Customer Success Team Lead – Global Retention & Expansion Strategist, Innovation Champion, Driving Customer Success in UK & US Clinical Trial Technology at brighthush
About brighthush
brighthush is a trailblazer in life‑sciences technology, turning complex clinical research challenges into streamlined, data‑driven solutions. With a decade of proven impact, we partner with pharmaceutical giants, boutique biotech pioneers, and world‑class academic institutions to reimagine how clinical trials are conceived, executed, and analyzed. Our suite—spanning electronic data capture (EDC), randomization, eConsent, patient engagement, and advanced analytics—forms the backbone of modern research programs worldwide. By marrying cutting‑edge software with an uncompromising focus on data integrity and patient safety, we empower our clients to accelerate discovery, reduce operational friction, and deliver better outcomes for patients.
Why This Role Is a Game Changer
In an era where clinical research is increasingly digital, customer success is the linchpin that transforms technology adoption into measurable business impact. As the Senior eClinical Customer Success Team Lead, you will be the strategic driver behind brighthush’s growth in the UK and US markets. You will blend hands‑on coaching with visionary oversight, ensuring that every member of the Customer Success squad delivers world‑class service, fuels revenue, and champions the adoption of brighthush’s platform across a diverse portfolio of life‑sciences organizations. Your leadership will shape the customer journey from onboarding through renewal, creating a seamless experience that keeps our clients engaged, satisfied, and eager to expand their partnership with brighthush.
Key Responsibilities
Build and Inspire a High‑Performing Team
- Recruit, mentor, and develop a Customer Success team that embodies brighthush’s values of empathy, accountability, and continuous improvement.
- Provide regular performance feedback, career development plans, and coaching that align individual aspirations with company objectives.
- Foster a culture of psychological safety where team members feel empowered to experiment, learn, and share insights.
Own Net Revenue Retention (NRR) and Expansion
- Take full ownership of NRR for the eClinical portfolio, setting ambitious yet realistic targets.
- Identify upsell and cross‑sell opportunities within existing accounts, collaborating closely with Sales and Account Executives.
- Execute expansion strategies that increase ARR by 15–20% year‑over‑year, while maintaining a focus on customer health.
Escalation Management and Issue Resolution
- Serve as the first line of defense for complex customer issues, ensuring rapid, transparent communication.
- Coordinate cross‑functional resolution with Product, Support, Services, and Engineering to preserve trust and satisfaction.
- Document lessons learned and update SOPs to prevent recurrence.
Proactive Health & Risk Monitoring
- Leverage Salesforce, usage analytics, and health scorecards to proactively flag at‑risk accounts.
- Implement targeted interventions—such as health reviews, QBRs, and executive stakeholder meetings—to mitigate churn and unlock expansion.
- Develop predictive models that identify early warning signs and recommend mitigation tactics.
Process & KPI Optimization
- Design, document, and refine Customer Success workflows, SOPs, and reporting dashboards.
- Establish clear KPIs (NRR, churn, expansion ARR) and drive continuous improvement through data‑driven insights.
- Champion a culture of experimentation, testing new processes, and iterating based on results.
Product Evangelism and Adoption
- Champion the adoption of brighthush’s full suite—Insight Reporting, Participate/ePRO, Randomization, eConsent, and upcoming modules—by demonstrating ROI.
- Facilitate training sessions, webinars, and workshops to accelerate user proficiency.
- Gather user feedback and collaborate with Product to shape future releases.
Customer Advocacy & Feedback Loop
- Partner with Product and Leadership to surface customer insights, market trends, and feature requests.
- Translate frontline experience into actionable product roadmaps that keep brighthush ahead of the competition.
- Represent the customer voice in executive strategy sessions.
Revenue Forecasting and Strategic Planning
- Collaborate with Finance and Sales to forecast renewals, upsells, and expansion revenue.
- Contribute to quarterly business reviews and strategic planning sessions that align Customer Success initiatives with overall company growth targets.
- Provide data‑backed recommendations for resource allocation and investment priorities.
Global Market Insight
- Stay abreast of regulatory changes, market dynamics, and competitive developments in both the UK and US life‑sciences sectors.
- Translate this knowledge into proactive strategies that protect and grow our customer base.
- Advise on market‑specific compliance requirements and best practices.
Leadership Development
- Identify high‑potential team members and create tailored development plans that prepare them for future leadership roles within brighthush.
- Mentor emerging leaders, fostering a pipeline of talent ready to step into senior positions.
- Encourage cross‑functional collaboration to broaden skill sets.
Essential Qualifications
- Bachelor’s Degree in Business, Life Sciences, Computer Science, or a related field.
- 8+ Years of Experience in Customer Success, Account Management, Clinical Operations, or a SaaS‑centric client‑facing role.
- Enterprise Relationship Management – Proven track record managing complex, multi‑stakeholder relationships in software, technology, or clinical research environments.
- Leadership Experience – Demonstrated success leading, mentoring, and scaling customer‑facing teams.
- Clinical Trial Knowledge – Familiarity with EDC platforms, eClinical systems, and the regulatory landscape of clinical research.
- UK Market Expertise – Strong preference for candidates with experience supporting NHS, UK public‑sector, or UK life sciences customers.
- Time‑Zone Collaboration – Ability to work effectively across UK and US time zones, with a preference for US East Coast residency to maximize overlap with UK business hours.
- Legal Eligibility – Must be legally authorized to work in the United States and not require employer sponsorship.
- Customer‑Centric Mindset – Comfortable engaging a high volume of customers via phone, email, and webinars.
Preferred Qualifications
- Experience with CROs, sponsors, biotech, pharma, or academic research organizations.
- Deep understanding of SaaS metrics—NRR, churn, expansion ARR, renewal forecasting—and experience driving them.
- Proficiency in conducting Quarterly Business Reviews (QBRs) and managing executive stakeholder relationships.
- Knowledge of UK healthcare and clinical research ecosystems, including regulatory nuances and communication norms.
- Experience with data‑driven customer success platforms such as Gainsight, Totango, or similar.
Core Competencies & Skills
- Strategic Thinking – Ability to translate customer insights into actionable growth strategies.
- Communication Excellence – Clear, concise, and persuasive communication across all levels—from frontline staff to C‑suite executives.
- Relationship Management – Building trust, managing expectations, and fostering long‑term partnerships.
- Data‑Driven Decision Making – Leveraging analytics to identify trends, forecast outcomes, and optimize processes.
- Operational Agility – Thriving in fast‑paced environments, juggling multiple priorities, and driving results under tight deadlines.
- Collaboration & Influence – Working cross‑functionally with Sales, Product, Support, Engineering, and Finance to deliver holistic customer solutions.
- Change Management – Leading teams through transitions, ensuring adoption of new processes, and maintaining high morale.
- Customer Advocacy – Championing the voice of the customer in product development and strategic planning.
Career Growth & Learning Opportunities
At brighthush, your professional development is a priority. You will have access to:
- Structured mentorship programs with senior leaders across the organization.
- Annual learning budget for certifications, conferences, and workshops.
- Clear career ladder for Customer Success leaders, with pathways to Director, VP, and Chief Customer Officer roles.
- Cross‑functional projects that expose you to product strategy, sales enablement, and global operations.
- Regular performance reviews that focus on growth, impact, and skill enhancement.
- Opportunities to present at industry conferences and contribute to thought‑leadership content.
Work Environment & Culture
brighthush thrives on a culture of transparency, collaboration, and innovation. Our remote‑first model empowers you to work from anywhere in the United States while staying connected through:
- Weekly team huddles, monthly all‑hands meetings, and quarterly town halls.
- Digital collaboration tools—Slack, Zoom, Notion, and Salesforce—that keep communication seamless.
- A flexible schedule that respects work‑life balance, with core overlap hours to support UK clients.
- A commitment to diversity, equity, and inclusion, ensuring every voice is heard and valued.
- Regular social events—virtual coffee breaks, game nights, and wellness challenges—to build camaraderie.
- Access to a dedicated employee assistance program and mental health resources.
Compensation & Benefits
While specific figures may vary, brighthush offers a competitive package that includes:
- Base Salary: $140,000 (US$) with On‑Target Earnings (OTE) exceeding $160,000.
- Performance‑based bonuses tied to NRR, expansion ARR, and customer satisfaction metrics.
- Comprehensive health, dental, and vision insurance.
- 401(k) plan with company match.
- Generous paid time off, parental leave, and a flexible vacation policy.
- Remote‑work stipend for home‑office equipment and internet.
- Employee wellness programs, including mental health resources and fitness subsidies.
- Annual tuition reimbursement for relevant professional development courses.
How to Apply
Ready to lead a dynamic team, drive revenue, and shape the future of clinical trial technology? Submit your resume and a cover letter that highlights your experience with customer success, enterprise relationships, and the clinical research ecosystem. Tell us why you’re excited to join brighthush and how you’ll help our customers thrive.