Senior Remote Customer Success Manager – West Coast – Championing Adoption, Expansion, and Strategic Growth for Precision Medicine Leaders at brighthush – Empowering Data‑Driven Patient Outcomes and Transforming Clinical Decision‑Making

About brighthush and the Future of Data‑Driven Medicine

brighthush is a trailblazer in the precision medicine arena, turning raw genomic data and intricate clinical workflows into actionable insights that elevate patient outcomes worldwide. Since our founding in 2011, we have partnered with hospitals, laboratories, and research institutions across the United States and beyond, delivering a cloud‑native, AI‑powered platform that streamlines operations, accelerates discovery, and drives measurable ROI. Our mission is simple yet profound: empower clinicians and scientists with the data they need to make faster, smarter decisions that save lives.

We thrive on curiosity, collaboration, and an unwavering focus on customer success. Every team member is encouraged to challenge the status quo, experiment with new ideas, and bring their authentic selves to work. Whether you’re a seasoned professional or an early‑career talent, you’ll find a culture that rewards innovation, values diversity, and celebrates the impact you create.

Why Join brighthush as a Remote Customer Success Manager?

As a Remote Customer Success Manager on the West Coast, you will serve as the linchpin between our cutting‑edge technology and the clinicians, scientists, and administrators who rely on it daily. Your role is pivotal in ensuring that our customers not only adopt but fully realize the value of brighthush’s solutions. You’ll collaborate closely with sales, product, and engineering teams to create a seamless, strategic partnership that drives growth, retention, and advocacy.

What You’ll Do Every Day

• Own the end‑to‑end customer journey: From initial discovery to full platform adoption, you’ll guide customers through a structured, data‑driven onboarding experience.
• Build deep, trusted relationships: Engage with key stakeholders across multiple levels—executives, clinicians, data scientists, and administrators—to understand their evolving needs.
• Translate data into actionable insights: Convert complex usage metrics into clear, business‑impact stories that demonstrate ROI.
• Champion customer voices: Advocate for customers within brighthush, influencing product roadmap, support processes, and training initiatives.
• Represent brighthush publicly: Speak at industry events, webinars, and user groups, positioning the company as a thought leader in precision medicine.

Key Responsibilities

• Onboard and Enable Customers: Guide new users through a structured adoption journey, ensuring they understand the platform’s capabilities and can quickly derive value.
• Drive Adoption and Expansion: Identify opportunities to increase usage, introduce complementary applications, and demonstrate ROI through data‑driven success stories.
• Build Trusted Relationships: Act as the primary advocate for customers, listening deeply to their evolving needs, anticipating challenges, and aligning solutions that fit their strategic goals.
• Stakeholder Mapping: Develop a comprehensive view of decision‑makers, influencers, and end‑users within complex hospital, laboratory, and healthcare ecosystems.
• Collaborate with Sales: Partner with sales colleagues through joint customer meetings, field ride‑alongs, and account reviews to ensure a coordinated, high‑impact customer experience.
• Strategic Account Management: Shift focus from reactive support to proactive growth, delivering account plans, renewal strategies, and expansion roadmaps.
• Customer Advocacy: Champion customer feedback within brighthush, influencing product roadmap, support processes, and training initiatives.
• Data‑Driven Insights: Leverage usage analytics, health metrics, and market trends to craft actionable recommendations that drive adoption and satisfaction.
• Thought Leadership: Represent brighthush at industry conferences, webinars, and user groups, positioning the company as a trusted partner in precision medicine.
• Metrics & Reporting: Own the creation of quarterly business reviews, adoption dashboards, and success metrics that align with customer goals.
• Continuous Improvement: Identify gaps in the customer journey, propose process enhancements, and work with cross‑functional teams to implement solutions.
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