Senior Specialty Customer Success Executive – Strategic Accounts (East Coast) – Remote – Leading Women’s Health, Genetics, and IVF Diagnostics Innovation at brighthush

About brighthush

brighthush is a pioneering force in laboratory diagnostics, redefining how clinicians, researchers, and patients access and interpret life‑changing data. With a global footprint that spans North America, Europe, Asia, and beyond, we fuse cutting‑edge technology, advanced analytics, and relentless curiosity to deliver insights that transform patient care. Our focus on women’s health, genetics, and IVF diagnostics isn’t just a niche—it’s a mission to empower personalized medicine, accelerate research breakthroughs, and improve outcomes for millions worldwide. At brighthush, we don’t just keep pace with the future of healthcare; we shape it.

Why brighthush is the Place to Grow Your Career

As a remote‑based Senior Specialty Customer Success Executive, you’ll be the linchpin that connects our strategic partners to the full spectrum of brighthush’s solutions. You’ll collaborate with sales, operations, marketing, and technology teams to deliver world‑class support that keeps our partners thriving. Our culture is built on collaboration, continuous learning, and a shared commitment to excellence. At brighthush, you’ll have the chance to make a tangible impact on global health while enjoying the flexibility and autonomy that remote work offers. We invest in your professional growth, provide mentorship from senior leaders, and offer a clear career ladder that can lead to roles such as Strategic Account Manager, Sales Director, or Product Manager.

Role Overview

This role is a blend of strategic account management, customer success, and sales operations. You will own the end‑to‑end customer journey for our high‑value partners, ensuring seamless onboarding, proactive relationship management, and continuous value delivery. Simultaneously, you will drive growth initiatives by identifying new opportunities, executing targeted outreach, and collaborating across departments to unlock upsell and cross‑sell potential. Your analytical mindset and customer‑centric approach will help us refine processes, elevate service levels, and ultimately accelerate our mission to deliver reliable, actionable insights for women’s health, genetics, and IVF diagnostics.

Key Responsibilities

Client Onboarding & Relationship Management (≈75% of role)

• End‑to‑End Onboarding – Lead the full onboarding journey for new strategic accounts, coordinating kit shipments, portal configuration, and comprehensive user training. You’ll ensure a smooth transition from prospect to active partner, setting the stage for long‑term success.
• High‑Level Relationship Management – Maintain proactive, high‑level relationships with key accounts, ensuring a seamless customer experience through regular check‑ins, issue resolution, and value‑add initiatives. Your ability to anticipate client needs and provide tailored solutions will be critical.
• Performance Analytics – Generate and analyze detailed performance reports, monitor turnaround times (TAT), manage specialty pricing requests, and keep Salesforce, EMR, and portal data current and accurate. Your analytical insights will drive continuous improvement and help us meet our service level agreements.
• Continuous Improvement – Identify operational bottlenecks and design targeted intervention or remediation plans that drive continuous improvement. You’ll collaborate with cross‑functional teams to implement best practices and streamline processes.
• Customer Advocacy – Serve as the voice of the customer within brighthush, translating client feedback into actionable product and process enhancements. Your advocacy will help shape future roadmap priorities.

Sales Operations & Growth Initiatives (≈25% of role)

• Data‑Driven Account Prioritization – Conduct in‑depth analysis to uncover low‑volume clients and potential new accounts, leveraging data to prioritize outreach. Your insights will help the sales team focus on high‑impact opportunities.
• Strategic Outreach – Execute targeted cold‑calling campaigns and generate qualified leads, aiming to secure at least five high‑quality appointments per month for Directors of Strategic Accounts. Your communication skills will be essential in building new relationships.
• Upsell & Cross‑Sell – Drive upsell opportunities by presenting new product lines, providing training, and ensuring smooth order submissions. Your deep product knowledge will enable you to articulate value propositions that resonate with clients.
• Cross‑Functional Collaboration – Work closely with brighthush Division sales teams, Regional Directors, operations, marketing, and customer master groups to uncover new opportunities and support customer needs. Your teamwork will help align strategy across the organization.
• Revenue Forecasting – Collaborate with finance and sales leadership to forecast revenue contributions from strategic accounts, ensuring accurate pipeline management and resource allocation.

Essential Qualifications

• High school diploma or equivalent; bachelor’s degree preferred.
• Proven ability to manage multiple accounts simultaneously while maintaining meticulous attention to detail.
• Excellent written and verbal communication skills, with the ability to translate complex information into clear, actionable insights.
• Experience with Salesforce and other CRM platforms; proficiency in data entry and reporting.
• Highly adaptable, comfortable with ambiguity, and able to thrive in a rapidly changing environment.
• Strong organizational skills and the ability to prioritize competing demands.
• Demonstrated commitment to customer success and a passion for improving patient outcomes.

Preferred Qualifications

• Bachelor’s degree in life sciences, biology, or a related field.
• 3+ years of Customer Success, Account Management, or Sales experience in Women’s Health, Genetics, or Diagnostics.
• Previous laboratory or diagnostics sales experience.
• Established relationships with IVF clinics, gamete donor banks, large OB consortiums, and hospital/health system partners.
• Experience in a strategic account support or specialty customer support role.
• Knowledge of regulatory requirements and compliance standards in the diagnostics industry.

Skills & Competencies

• Strategic thinking and analytical problem‑solving.
• Strong project management and organizational skills.
• Customer‑centric mindset with a passion for delivering exceptional service.
• Data‑driven decision making and proficiency in reporting tools.
• Team collaboration across cross‑functional departments.
• Resilience and the ability to manage competing priorities.
• Excellent interpersonal skills and the ability to build trust with diverse stakeholders.
• Proficiency in Microsoft Office Suite, Salesforce, and other CRM platforms.

Career Growth & Learning Opportunities

At brighthush, we believe that continuous learning is the engine of innovation. We provide a robust learning ecosystem that includes:

• Ongoing training programs covering product knowledge, sales techniques, and industry trends.
• Exposure to the full sales cycle—from prospecting to closing—enhancing your skill set for future leadership roles.
• Mentorship from senior leaders in the Women’s Health and Genetics divisions, building a network that supports career advancement.
• Internal career pathways that can lead to roles such as Strategic Account Manager, Sales Director, or Product Manager.
• Attendance at industry conferences, webinars, and workshops—often sponsored by brighthush—to stay ahead of emerging trends.
• Access to a digital library of courses, certifications, and knowledge bases to deepen technical expertise.

Work Environment & Company Culture

brighthush values diversity, inclusion, and belonging. Our remote work model offers flexibility while fostering a collaborative culture through:

• Regular virtual team meetings, knowledge‑sharing sessions, and cross‑departmental projects.
• Access to state‑of‑the‑art collaboration tools and a robust internal communication platform.
• A supportive environment that encourages innovation, creativity, and continuous improvement.
• Recognition programs that celebrate individual and team achievements.
• Inclusive hiring practices that ensure every voice is heard and valued.
• Community outreach initiatives that give back to the communities we serve.

Compensation & Benefits

We offer a competitive base salary ranging from $70,000 to $85,000, plus a variable compensation plan that includes bonuses and commissions based on performance metrics. In addition, you will receive:

• Comprehensive medical, dental, and vision coverage.
• Life insurance, short‑term and long‑term disability.
• 401(k) retirement plan with company match.
• Paid Time Off (PTO) and Flexible Time Off (FTO) policies.
• Tuition reimbursement and professional development stipends.
• Employee Stock Purchase Plan (ESPP).
• Access to wellness programs and employee assistance resources.
• Remote‑friendly equipment stipend and home‑office setup support.
• Annual performance review and career development planning.

How to Apply

Ready to make a real impact on global health? Submit your application through the link below. We’re excited to learn how your expertise and passion align with brighthush’s mission.

Apply to This Job

Equal Opportunity Employer

brighthush is proud to be an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment where everyone can thrive. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), family or parental status, marital, civil union or domestic partnership status, sexual orientation, gender identity, gender expression, personal appearance, age, veteran status, disability, genetic information, or any other legally protected characteristic. Qualified applicants with arrest or conviction records will be considered in accordance with applicable law.

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