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

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.

In this role, you will:

• Own the end‑to‑end customer journey from onboarding to expansion.
• Build deep, trusted relationships with key stakeholders across multiple levels.
• Translate complex data into clear, actionable business insights.
• Champion your customers’ voices within brighthush, influencing product roadmap and support processes.
• Represent brighthush 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.

Essential Qualifications

• Minimum 5 years of proven experience in customer success, account management, or commercial account development within the healthcare or life sciences sector.
• Deep familiarity with the challenges and regulatory landscape of hospitals, laboratories, and clinical research environments.
• Track record of proactively building relationships, identifying upsell opportunities, and driving measurable adoption metrics.
• Strong stakeholder management skills, with the ability to navigate multi‑level decision trees and influence outcomes.
• Experience partnering with sales teams to co‑create account strategies and support commercial growth.
• Excellent communication, presentation, and storytelling abilities, both written and verbal.
• Proficiency with CRM platforms (e.g., Salesforce, HubSpot) and analytics tools.
• Demonstrated ability to thrive in a fast‑moving, high‑growth SaaS environment.

Preferred Qualifications

• Background in genomics, bioinformatics, or clinical informatics.
• Experience working with cloud‑native platforms and AI/ML solutions.
• Knowledge of HIPAA, GDPR, and other data privacy regulations.
• Previous experience in a startup or high‑growth SaaS environment.
• Fluency in multiple languages is a plus.
• Certifications in customer success, product management, or data science.

Skills & Competencies

• Strategic Thinking: Ability to see the big picture while managing day‑to‑day details.
• Analytical Acumen: Comfortable interpreting data dashboards and deriving actionable insights.
• Customer‑Centric Mindset: Passion for delivering exceptional experiences and building long‑term partnerships.
• Collaboration & Influence: Skilled at working cross‑functionally and persuading stakeholders at all levels.
• Adaptability: Thrive in a fast‑moving, evolving environment with shifting priorities.
• Communication: Clear, concise, and persuasive in both written and verbal formats.
• Technical Fluency: Comfortable navigating complex software, APIs, and data pipelines.
• Project Management: Ability to juggle multiple initiatives, set priorities, and meet deadlines.

Career Growth & Learning Opportunities

At brighthush, we believe that your professional development is as important as the work you do. As a Remote Customer Success Manager, you will:

• Gain exposure to the full product lifecycle, from onboarding to advanced analytics.
• Participate in cross‑functional leadership workshops that cover product strategy, sales enablement, and data science.
• Earn certifications in customer success best practices, cloud technologies, and healthcare compliance.
• Progress into senior roles such as Customer Success Director, VP of Customer Success, or even product leadership positions.
• Attend annual industry conferences and receive sponsorship for continued education.
• Lead internal initiatives such as customer success playbooks, training modules, and community forums.
• Mentor junior team members and contribute to the broader brighthush community.

Work Environment & Company Culture

brighthush is a fully remote, distributed organization that values flexibility, autonomy, and results. Our culture is built on:

• Transparency: Open communication channels, regular all‑hands meetings, and an open‑door policy for leadership.
• Innovation: Dedicated time for experimentation, hackathons, and a “fail fast, learn fast” mindset.
• Diversity & Inclusion: A commitment to creating a welcoming environment for people of all backgrounds.
• Well‑being: Comprehensive health plans, mental health resources, and flexible work hours to support work‑life balance.
• Community: Volunteer opportunities, mentorship programs, and a global network of peers.
• Recognition: Regular shout‑outs, peer‑to‑peer awards, and a culture that celebrates both individual and team achievements.

Compensation, Perks, and Benefits

While specific figures are tailored to experience and location, brighthush offers a competitive base salary, performance‑based bonuses, and equity options that align your success with the company’s growth. Additional benefits include:

• Health, dental, and vision insurance.
• Unlimited paid time off and flexible holiday scheduling.
• Professional development stipend and tuition reimbursement.
• Well‑being program with gym memberships, meditation apps, and wellness coaching.
• Annual company retreats and virtual team‑building events.
• Technology stipend for home office setup.
• Employee stock purchase plan with matching contributions.

Success Metrics & KPIs

To ensure alignment with both customer and company goals, we track the following metrics:

• Customer Adoption Rate – percentage of active users versus total licenses.
• Net Promoter Score (NPS) – customer satisfaction and loyalty.
• Renewal Rate – percentage of contracts renewed at the end of the term.
• Upsell & Expansion Revenue – incremental revenue from additional modules or services.
• Time to Value – average time for a new customer to achieve a defined business outcome.
• Customer Health Score – composite metric of usage, support tickets, and engagement.

Tools & Technology Stack

As a Remote Customer Success Manager, you will work with a suite of modern tools designed to streamline collaboration and data analysis:

• CRM: Salesforce, HubSpot.
• Analytics: Tableau, Power BI, or custom dashboards built on our platform.
• Communication: Slack, Microsoft Teams, Zoom.
• Project Management: Asana, Jira, or Trello.
• Customer Feedback: Qualtrics, SurveyMonkey, or in‑app surveys.
• Documentation: Confluence, Notion, or Google Workspace.

How to Apply

If you are passionate about transforming patient care through data, thrive in a collaborative, high‑growth environment, and want to make a tangible impact on the future of precision medicine, we want to hear from you. Submit your resume and a brief cover letter outlining why you’re the ideal fit for this role, and let’s start a conversation about how you can help brighthush continue to lead the industry.

We look forward to exploring the possibilities together!