Senior Enterprise Customer Success Director – CRM & Lifecycle Optimization Champion for Life‑Sciences Innovation at brighthush, Empowering Biotech & Pharma to Accelerate Patient Outcomes
About brighthush
brighthush is a pioneering public‑benefit corporation that is redefining how life‑sciences companies harness cloud technology to accelerate research, development, and patient care. With a rapid growth trajectory that recently surpassed $3 billion in revenue, we operate in more than 15 countries and serve a portfolio of biotech, pharmaceutical, medical‑device, and diagnostics leaders. Our mission is simple yet powerful: to empower our customers to innovate faster, collaborate more effectively, and deliver measurable value to patients worldwide.
At the heart of brighthush are four guiding principles that shape every interaction, product, and partnership:
- Do the Right Thing – Ethical decision‑making and integrity guide our actions.
- Customer Success – We measure our success by the impact we create for our clients.
- Employee Success – Our people are our greatest asset; we invest in their growth and well‑being.
- Speed – Rapid iteration and delivery keep us ahead of industry change.
Our Work Anywhere culture empowers teams to thrive wherever they choose—whether that means working from home, in one of our state‑of‑the‑art offices, or a hybrid model. Flexibility, collaboration, and a shared sense of purpose are the hallmarks of our workplace, and we celebrate the diverse perspectives that drive innovation.
The Opportunity
We are looking for an experienced Strategic Customer Success Leader to spearhead the adoption and optimization of our flagship CRM Suite for the life‑sciences sector. In this role, you will act as a trusted advisor and change catalyst for our most strategic customers, translating complex business challenges into actionable solutions that accelerate customer success and drive measurable outcomes.
As a key member of the Customer Success organization, you will partner with commercial, medical, and operational leaders across our client base, working closely with cross‑functional teams—product, support, sales, services, and business consulting—to design and execute a robust CRM management program that aligns with each client’s unique strategy and objectives.
Key Responsibilities
- Proactive Customer Engagement – Build and nurture strong relationships with key stakeholders across commercial, medical, and operational functions. Understand their initiatives, goals, success criteria, milestones, and organizational culture to deliver tailored value.
- Strategic Alignment & Program Design – Collaborate with product, support, sales, services, and consulting teams to develop a comprehensive CRM management program that aligns with each client’s strategy and drives adoption.
- Product Evangelism – Educate customers on the capabilities of the brighthush CRM Suite, including best practices, use cases, and operating models that deliver measurable ROI.
- Efficiency & Effectiveness Analysis – Evaluate how customers currently manage their brighthush CRM investment, identify gaps, and recommend efficiency and effectiveness gains that reduce friction and accelerate outcomes.
- Capability Demonstration – Showcase CRM functionalities through live demos, workshops, and tailored use‑case scenarios that illustrate how to address known challenges and close gaps.
- Product Feedback Loop – Act as the liaison between customers and the product team, capturing customer intelligence and influencing the brighthush product roadmap.
- Release Optimization – Guide customers on best practices for adopting new releases, including governance, change management, and adoption strategies.
- Change Leadership – Lead and influence change initiatives within customer organizations, ensuring adoption of best practices and continuous improvement.
- Data‑Driven Insight Generation – Leverage utilization metrics, customer data, and industry benchmarks to provide actionable insights that drive performance and ROI.
- Thought Leadership & Advocacy – Represent brighthush at industry events, webinars, and advisory boards, positioning the company as a thought leader in life‑sciences CRM.
Essential Qualifications
- 7+ years of experience in CRM consulting, delivery, or implementation within the life‑sciences sector.
- Deep expertise in the brighthush CRM Suite and brighthush Vault, or comparable enterprise platforms.
- Proven track record of acting as a strategic, trusted advisor to senior customers, influencing change and driving measurable outcomes.
- Exceptional communication skills—capable of interpreting, articulating, and presenting complex concepts to diverse audiences, from business leaders to IT professionals.
- Strong analytical mindset, with the ability to process, analyze, and interpret customer data, utilization metrics, and requirements.
- Self‑starter mentality, owning the ongoing success of customer engagements and driving results independently.
- Willingness to travel up to 15% of the time to client sites.
- Legal authorization to work in the United States and residency within the U.S.
Preferred Qualifications
- Experience in the life‑sciences industry, including biotechnology, pharmaceuticals, medical devices, or diagnostics.
- Background in implementing brighthush Vault or CRM solutions in heavily regulated environments such as finance, banking, oil & energy, chemicals, or agriculture/food products.
- Experience managing CRM programs, including governance, data quality, and adoption strategies.
Skills & Competencies
- Strategic Thinking – Ability to see the big picture and translate it into actionable plans that align with client objectives.
- Customer‑Centric Mindset – Passion for delivering exceptional customer experiences and driving long‑term value.
- Technical Proficiency – Comfortable navigating complex CRM platforms, data structures, and integration points.
- Influence & Negotiation – Skilled at building consensus and persuading stakeholders across functional boundaries.
- Project Management – Strong organizational skills, with the ability to manage multiple priorities and deliver on commitments.
- Data‑Driven Decision Making – Proficiency in analyzing metrics, generating insights, and using data to inform recommendations.
- Adaptability – Thrives in a fast‑moving environment, quickly adjusting to new challenges and opportunities.
Career Growth & Development
At brighthush, we believe that your growth is our success. As a Customer Success Leader, you will have access to a wealth of learning resources, including:
- Structured onboarding and continuous training programs focused on industry trends, product expertise, and soft‑skill development.
- Mentorship from senior leaders and subject‑matter experts across product, sales, and consulting.
- Opportunities to lead cross‑functional initiatives, such as product roadmap sessions, customer advisory boards, and industry thought‑leadership projects.
- Clear career pathways to senior CSM, Customer Success Director, or Product Management roles.
- Regular performance reviews and personalized development plans that align with your career aspirations.
Work Environment & Culture
Our culture is defined by collaboration, transparency, and a shared commitment to impact. You will work alongside a diverse team of professionals who bring a blend of industry expertise, technical skill, and entrepreneurial spirit. We celebrate successes, learn from challenges, and continuously iterate to improve both our products and our processes.
Key cultural pillars include:
- Innovation – Encouraging creative problem‑solving and experimentation.
- Accountability – Taking ownership of outcomes and driving results.
- Inclusivity – Fostering a welcoming environment where all voices are heard.
- Work‑Life Balance – Supporting flexible schedules and remote work to promote well‑being.
- Community Impact – Engaging in volunteer initiatives and charitable giving that align with our mission.
Compensation & Benefits
We offer a competitive total rewards package that reflects your experience, expertise, and contributions. The base salary range for this role is $75,000 – $115,000 per year, with potential for variable bonus and equity components based on performance and company metrics.
Additional benefits include:
- Comprehensive medical, dental, and vision coverage.
- Flexible paid time off (PTO) and company‑paid holidays.
- Retirement savings plan with employer match.
- 1% charitable giving program to support causes aligned with our mission.
- Professional development stipend and access to industry conferences.
- Wellness programs, including mental health resources and fitness subsidies.
- Employee assistance program for personal and professional support.
Perks & Benefits
- Remote‑first flexibility with optional office spaces in key locations.
- Equity participation to share in the company’s growth.
- Employee referral bonuses for bringing in top talent.
- Annual company retreats and team‑building events.
- Access to cutting‑edge technology and tools to support your work.
- Recognition programs that celebrate individual and team achievements.
Interview Process
We value your time and aim to keep the hiring journey transparent and efficient. Here’s what you can expect:
- Submit your application and resume through our career portal.
- Within 3 days, you’ll receive a link to a brief personality assessment administered by a third‑party partner.
- After completing the assessment, our team will review your full application package and follow up with an email regarding next steps.
- If selected for interviews, the process will include:
- A conversation with the hiring manager to discuss your experience and fit.
- A practical case exercise to demonstrate your consultative approach and problem‑solving skills.
- A final conversation with a senior leader from the Customer Success group.
- Upon completion of all interviews, the hiring manager will communicate the final decision.
Equal Opportunity Statement
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, sex, sexual orientation, gender identity or expression, religion, national origin, age, disability, marital status, pregnancy, protected veteran status, or any other protected characteristic.
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