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 not just a technology company – it’s a catalyst for change in the life‑sciences sector. For over a decade, we have partnered with pharmaceutical giants, boutique biotech innovators, and world‑class academic institutions to transform the way clinical trials are conceived, executed, and analyzed. Our end‑to‑end eClinical suite—spanning electronic data capture (EDC), randomization, eConsent, patient engagement, and advanced analytics—provides a single, data‑driven platform that eliminates operational friction, safeguards patient safety, and accelerates the delivery of life‑changing therapies.
At brighthush, we believe that technology should empower researchers, not constrain them. That’s why our solutions are built on a foundation of open standards, rigorous data integrity, and a relentless focus on user experience. Whether you’re a CRO managing multi‑site studies or a university research team conducting early‑phase trials, brighthush gives you the tools to turn complex data into actionable insights.
Why This Role Is a Game Changer
In a world where clinical research is increasingly digital, the bridge between technology and tangible business outcomes is customer success. As the Senior eClinical Customer Success Team Lead, you will be the strategic engine that drives brighthush’s growth in the UK and US markets. You’ll 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. In short, you’ll be the linchpin that turns technology adoption into measurable business impact.
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.
- Champion diversity, equity, and inclusion by actively recruiting from under‑represented talent pools and ensuring equitable advancement opportunities.
Own Net Revenue Retention (NRR) and Expansion
- Take full ownership of NRR for the eClinical portfolio, setting ambitious yet realistic targets that align with brighthush’s growth strategy.
- Identify upsell and cross‑sell opportunities within existing accounts, collaborating closely with Sales and Account Executives to create joint expansion plans.
- Execute expansion strategies that increase ARR by 15–20% year‑over‑year while maintaining a laser focus on customer health and satisfaction.
- Leverage data to forecast renewal probabilities and proactively engage at-risk accounts.
Escalation Management and Issue Resolution
- Serve as the first line of defense for complex customer issues, ensuring rapid, transparent communication and swift resolution.
- Coordinate cross‑functional resolution with Product, Support, Services, and Engineering to preserve trust and satisfaction.
- Document lessons learned and update SOPs to prevent recurrence and improve future response times.
- Act as a customer advocate within the organization, ensuring that frontline insights inform product and process improvements.
Proactive Health & Risk Monitoring
- Leverage Salesforce, usage analytics, and health scorecards to proactively flag at‑risk accounts and prioritize outreach.
- 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.
- Maintain a real‑time dashboard that tracks key health metrics and alerts the team to emerging risks.
Process & KPI Optimization
- Design, document, and refine Customer Success workflows, SOPs, and reporting dashboards to increase efficiency and consistency.
- 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.
- Lead quarterly process reviews to identify bottlenecks and implement corrective actions.
Product Evangelism and Adoption
- Champion the adoption of brighthush’s full suite—Insight Reporting, Participate/ePRO, Randomization, eConsent, and upcoming modules—by demonstrating ROI and best practices.
- Facilitate training sessions, webinars, and workshops to accelerate user proficiency and reduce time‑to‑value.
- Gather user feedback and collaborate with Product to shape future releases and feature prioritization.
- Develop customer success playbooks that guide teams on how to maximize platform value for specific therapeutic areas.
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 and quarterly business reviews.
- Build a community of power users who can serve as brand ambassadors and reference customers.
Revenue Forecasting and Strategic Planning
- Collaborate with Finance and Sales to forecast renewals, upsells, and expansion revenue with high accuracy.
- 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.
- Develop scenario planning models to assess the impact of market changes on revenue and retention.
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, ensuring that brighthush remains a trusted partner.
- Represent brighthush at industry conferences and webinars to showcase thought leadership and market expertise.
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 and promote holistic understanding of the business.
- Champion a culture of continuous learning by facilitating knowledge sharing sessions and peer‑to‑peer coaching.
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.
- Access to a dedicated internal innovation lab where you can experiment with new ideas and technologies.
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.
- Annual team retreats that combine professional development with team bonding.
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.
- Access to a global network of industry experts and thought leaders.
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.