Senior Remote Customer Success Manager – West Coast – Driving Adoption & Strategic Growth in Healthcare Technology at brighthush

About brighthush and the Future of Data‑Driven Medicine

brighthush is at the forefront of precision medicine, turning raw genomic data and complex clinical workflows into actionable insights that improve patient outcomes. 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 research, and drives measurable ROI. Our mission is simple: empower clinicians and scientists with the data they need to make faster, smarter decisions that save lives.

We are a company that thrives on curiosity, collaboration, and a relentless 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 be the linchpin between our cutting‑edge technology and the clinicians, scientists, and administrators who rely on it daily. Your role will be pivotal in ensuring that our customers not only adopt but fully realize the value of brighthush’s solutions. You’ll work 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.

What You’ll Do

• 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.

Key Responsibilities

• Expand Adoption and Value: Identify and execute opportunities to increase usage of existing accounts, 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.

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), analytics tools, and customer success software.
• Self‑motivated, results‑driven, and comfortable working independently in a remote environment.

Preferred Qualifications

• Background in genomics, bioinformatics, or a related scientific discipline.
• Experience with AI/ML‑based healthcare solutions or cloud‑native platforms.
• Prior exposure to the U.S. West Coast market and its unique regulatory and reimbursement frameworks.
• Fluency in multiple languages, especially Spanish or Mandarin, to support diverse customer bases.
• Advanced data analysis skills, with the ability to translate complex metrics into clear business insights.

Skills & Competencies

• Customer‑Centric Mindset: Passion for solving real‑world problems and delivering measurable value.
• Strategic Thinking: Ability to see the big picture while managing day‑to‑day execution.
• Collaboration: Proven success working cross‑functionally with sales, product, engineering, and support teams.
• Analytical Acumen: Comfortable interpreting data, identifying trends, and making data‑driven recommendations.
• Adaptability: Thrives in a fast‑paced, evolving environment with shifting priorities.
• Leadership: Inspires confidence in customers and colleagues alike, even from a remote setting.

Career Growth & Learning Opportunities

At brighthush, your professional development is a top priority. You will have access to:

• Structured onboarding and mentorship programs to accelerate your ramp‑up.
• Regular training on the latest advances in genomics, AI, and cloud technology.
• Opportunities to lead cross‑functional initiatives, such as product launches or customer advisory boards.
• Clear career pathways from Customer Success Manager to Senior Manager, Director, or VP of Customer Success.
• Support for pursuing industry certifications (e.g., Certified Customer Success Manager, PMP, or relevant scientific credentials).

Work Environment & Company Culture

brighthush is built on a foundation of trust, transparency, and a shared mission to improve patient care through data. Our remote‑first culture means you can work from anywhere in the United States while staying connected through:

• Weekly virtual town halls and team check‑ins.
• Collaborative tools like Slack, Microsoft Teams, and Asana.
• Annual in‑person retreats that foster team bonding and strategic alignment.
• A commitment to work‑life balance, with flexible hours and generous paid time off.

Compensation, Perks, and Benefits

While specific figures vary by role and location, brighthush offers a competitive total rewards package that typically includes:

• Base salary commensurate with experience and market benchmarks.
• Performance‑based bonuses tied to customer satisfaction, adoption metrics, and revenue growth.
• Equity or stock‑option plans that align your success with the company’s long‑term vision.
• Comprehensive health, dental, and vision insurance plans.
• 401(k) matching and retirement planning resources.
• Wellness programs, including mental health support and fitness stipends.
• Professional development budget for conferences, courses, and certifications.
• Remote work stipend to support home‑office setup.

H1B Sponsorship

brighthush has a strong history of sponsoring H1B visas, with multiple approvals in recent years. While we cannot guarantee sponsorship for every role, we encourage qualified international candidates to apply and discuss potential pathways during the interview process.

Ready to Make an Impact?

If you are a proactive, customer‑focused professional with a passion for healthcare innovation, we invite you to join brighthush as our next Remote Customer Success Manager. Help us empower clinicians and researchers to unlock the full potential of data‑driven medicine, and grow your career in a dynamic, mission‑driven environment.

Click the link below to apply and start your journey with brighthush today!