Senior Global Customer Success Director – Life Sciences & Pharmacovigilance SaaS Platform – Championing Client Engagement, Retention, and Revenue Growth at brighthush

About brighthush

brighthush is a high‑growth, mission‑driven SaaS company that empowers life‑sciences organizations to navigate the complex world of drug safety with confidence, agility, and foresight. Our flagship pharmacovigilance platform blends AI‑driven signal detection, real‑time safety analytics, and streamlined regulatory reporting into a single, intuitive ecosystem. This enables pharmaceutical, biotech, and contract research organizations to meet evolving global compliance standards while accelerating time‑to‑market for life‑saving therapies.

Founded on a passion for innovation and a commitment to excellence, brighthush has grown to a vibrant team of 300+ professionals who thrive on collaboration, continuous learning, and a culture that celebrates both individual achievements and collective success. Headquartered in the United States, our impact is truly global – serving clients across North America, Europe, and Asia.

Why This Role Matters

In the life‑sciences sector, patient safety is paramount. Our customers depend on accurate, timely data to make life‑saving decisions. As Senior Global Customer Success Director, you will be the linchpin that connects our cutting‑edge technology with the people who rely on it. You will own the entire customer journey—from onboarding to renewal—and you will shape the future of our platform by translating real‑world feedback into product enhancements. Your strategic vision and hands‑on expertise will directly influence the success of our customers and the growth trajectory of brighthush.

Key Responsibilities

• End‑to‑End Customer Ownership – Manage the full lifecycle of a portfolio of enterprise customers, from application owners and signal management teams to heads of drug safety and executive sponsors.
• Proactive Health Management – Monitor customer sentiment through health scoring, usage analytics, NPS/CSAT, and regular executive engagement. Identify early warning signs and intervene before issues become critical.
• Escalation Leadership – Own risk identification and lead cross‑functional escalations (Support, Engineering, Product) to protect customer confidence and secure renewals.
• Strategic Business Reviews – Lead Quarterly Business Reviews (QBRs) and value reviews that demonstrate measurable outcomes, align adoption with each customer’s safety objectives, and uncover upsell opportunities.
• Voice of the Customer – Synthesize feedback, usage patterns, and unmet needs into clear, prioritized insights for Product Management and Engineering. Champion the customer’s perspective across the organization.
• Product Roadmap Collaboration – Partner closely with Product Management to shape the roadmap, validate new capabilities with customers, and drive adoption of releases.
• Community Building – Establish and lead customer advisory boards, user communities, and cross‑customer forums that foster collaboration, peer learning, and advocacy.
• Account Growth Champion – Identify, qualify, and develop expansion opportunities across additional modules, data sources, users, business units, geographies, and services.
• Strategic Account Planning – Build and execute account plans with defined growth targets, mapping stakeholders, budgets, buying cycles, and decision processes.
• Revenue Partnership – Collaborate with Sales to progress opportunities from discovery through close, with accountability for gross and net revenue retention across the portfolio.
• Reference & Advocacy Development – Cultivate customer references, case studies, and advocates that accelerate new business and strengthen brand credibility.
• Industry Thought Leadership – Discuss signal detection and management best practices with customers, helping them streamline workflows, strengthen inspection readiness, and achieve business goals.
• Regulatory & Technological Insight – Bring an informed industry perspective on evolving regulatory expectations and emerging technologies, including AI‑enabled safety analytics.

Essential Qualifications

• 10+ years of experience in life sciences, software, or consulting, with a strong focus on enterprise customer success.
• Deep knowledge of drug safety and pharmacovigilance processes and regulations, including signal detection and management (e.g., EU GVP Module IX, FDA guidance).
• Proven track record of building and managing relationships with executive stakeholders at large global pharmaceutical or biotech companies.
• Demonstrated success driving renewals, upsell, or cross‑sell, with a comfort level owning or contributing to revenue targets.
• Data‑driven approach to account management, leveraging health metrics and usage insights to act proactively.
• Exceptional communication, presentation, and executive presence, with the ability to translate complex scientific and technical concepts into clear business value.
• Strong problem‑solving skills and a proactive, ownership‑driven mindset.
• Legally authorized to work in the United States without current or future need for visa sponsorship.
• Hands‑on experience with pharmacovigilance products such as signal detection, safety database, or safety analytics applications.
• Experience in a high‑growth enterprise SaaS environment.
• Familiarity with customer success and CRM platforms (e.g., brighthush).
• Degree in life sciences, pharmacy, computer science, or a related business field.
• Advanced degree (MBA, PhD, or equivalent) is a plus.

Preferred Qualifications

• Experience leading a global customer success team across multiple time zones.
• Background in regulatory affairs or quality assurance within the pharmaceutical industry.
• Proficiency in data visualization tools (e.g., brighthush) to create compelling dashboards for executive stakeholders.
• Track record of building and scaling customer advisory boards or user communities.
• Fluency in additional languages (e.g., Spanish, French, Mandarin) to support global clients.

Skills & Competencies

• Strategic Thinking – Ability to see the big picture, anticipate market shifts, and align customer success initiatives with business objectives.
• Customer‑Centric Mindset – Deep empathy for customers’ challenges and a relentless drive to deliver value.
• Analytical Acumen – Proficiency in interpreting data, deriving insights, and making evidence‑based decisions.
• Leadership & Influence – Proven ability to lead cross‑functional teams, influence stakeholders, and inspire a culture of excellence.
• Communication Excellence – Clear, concise, and persuasive communication across all levels, from front‑line staff to C‑suite executives.
• Project Management – Strong organizational skills, with the ability to manage multiple priorities and deliver on deadlines.
• Adaptability – Comfortable navigating ambiguity, embracing change, and thriving in a fast‑paced environment.

Career Growth & Learning Opportunities

At brighthush, we believe that your professional development is as important as your contributions to our customers. As Senior Global Director of Customer Success, you will:

• Lead a high‑impact, cross‑functional team and mentor junior customer success managers.
• Shape the strategic direction of our platform and influence product innovation.
• Participate in executive‑level strategy sessions and industry conferences.
• Access continuous learning resources, including certifications in customer success, data analytics, and regulatory affairs.
• Benefit from a clear career ladder that can lead to roles such as VP of Customer Success, Chief Customer Officer, or Head of Product.

Work Environment & Culture at brighthush

We foster a culture that values:

• Collaboration – Open communication channels, cross‑team projects, and a shared commitment to customer success.
• Innovation – A safe space to experiment, iterate, and bring new ideas to life.
• Inclusivity – A diverse workforce that respects and celebrates different perspectives.
• Work‑Life Balance – Flexible remote work arrangements, generous paid time off, and wellness programs.
• Recognition – Regular shout‑outs, performance bonuses, and career advancement opportunities.

Compensation & Benefits

While specific figures are tailored to experience and market conditions, brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with experience and industry standards.
• Performance‑based bonuses tied to customer retention, expansion, and overall business impact.
• Equity options to share in the company’s long‑term success.
• Comprehensive health, dental, and vision insurance.
• 401(k) plan with company match.
• Unlimited paid time off and flexible work hours.
• Professional development stipend and access to industry conferences.
• Remote work stipend and home‑office equipment allowance.

How to Apply

If you are a seasoned customer success leader with a passion for life sciences and a proven ability to drive growth, we want to hear from you. Please submit your résumé and a cover letter that highlights your most impactful customer success achievements to the link below.

Apply to this role at brighthush

Join brighthush – Where Customer Success Meets Life‑Saving Innovation

At brighthush, you will be part of a mission‑driven team that transforms how the life‑sciences industry safeguards patient health. Your expertise will shape the future of pharmacovigilance, empower global organizations to meet regulatory demands, and ultimately save lives. If you are ready to lead, innovate, and make a tangible impact, apply today and help us build a brighter, safer future.

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