Senior Strategic Customer Success Manager – Global Life Sciences Events & Meetings Leadership – Remote, brighthush

About brighthush

brighthush stands at the forefront of the life sciences event and meeting industry, blending decades of expertise with cutting‑edge technology to create transformative experiences. From virtual conferences that connect researchers worldwide to hybrid summits that bring together clinicians, regulators, and investors, brighthush delivers solutions that accelerate scientific discovery, foster collaboration, and amplify brand impact. Our global footprint spans continents, and our culture is built on agility, integrity, and a relentless pursuit of excellence.

We believe every event is an opportunity to create lasting value—for our clients, their stakeholders, and the broader life sciences community. At brighthush, we empower our people to think big, act boldly, and collaborate across borders to deliver outcomes that exceed expectations.

Why Join brighthush?

• Impactful Work: Shape the success of high‑profile life sciences accounts, influencing strategy, execution, and revenue growth.
• Career Growth: Accelerate your career through mentorship, leadership development, and cross‑functional exposure.
• Global Reach: Work with a distributed team across the U.S., U.K., Brazil, China, and beyond, while enjoying the flexibility of remote work.
• Competitive Compensation: Earn a market‑aligned salary, performance bonuses, and a comprehensive benefits package.
• Culture of Innovation: Contribute to pioneering event solutions that blend technology, sustainability, and creativity.

Key Responsibilities

As a Strategic Customer Success Manager at brighthush, you will be the linchpin between our clients and the internal teams that deliver world‑class events. Your role blends strategic vision with hands‑on execution, ensuring that every engagement delivers measurable business outcomes.

Account Management

• Develop and execute a customized account management plan that aligns with client objectives and brighthush’s strategic priorities.
• Lead a multi‑tiered communication cadence, including quarterly business reviews, bi‑monthly update calls, and regular on‑site visits.
• Negotiate and monitor SLAs, KPIs, and service levels, ensuring all metrics are met or exceeded.
• Act as the primary client liaison, coordinating cross‑functional teams to deliver on commitments.
• Maintain and update account Standard Operating Procedures, ensuring they reflect current best practices and client needs.
• Track and report on account performance, including non‑billable labor, budget variances, and reconciliation accuracy.
• Facilitate issue resolution following brighthush’s protocols, ensuring swift and satisfactory outcomes.
• Represent brighthush at industry events, conferences, and client meetings to strengthen relationships and showcase thought leadership.

Business Development

• Identify and cultivate new revenue streams within existing accounts, focusing on upsell and cross‑sell opportunities.
• Lead the creation of sales solution plans for new service lines, including pricing, proposals, and presentations.
• Collaborate with the sales team on RFP responses, ensuring a cohesive strategy and compelling value proposition.
• Analyze client satisfaction data to uncover growth opportunities and drive continuous improvement.
• Develop joint‑venture proposals and maintain ethical, long‑term relationships with key decision makers.
• Stay abreast of competitor offerings, market trends, and emerging technologies to position brighthush as a thought leader.

Event Management

• Serve as the lead planner for high‑impact events, ensuring alignment with client objectives and brand guidelines.
• Create and manage program budgets, proactively flagging variances and securing approvals.
• Identify cost‑saving opportunities during post‑program billing and reporting.
• Coordinate with venue partners, suppliers, and internal stakeholders to guarantee flawless execution.

On‑Site Physical Activities (Non‑Essential)

While the core of this role is strategic and client‑focused, occasional on‑site support may be required. This includes standing, walking, lifting up to 40 lbs, and traveling to event venues. All activities are performed in a safe, supportive environment with appropriate training and equipment.

Essential Qualifications

• Minimum 5 years of experience in the life sciences meetings and events industry, with a focus on operations.
• At least 2 years of people management experience, leading cross‑functional teams.
• Strong understanding of the event lifecycle, including final reconciliation and reporting.
• Proficiency with event technology platforms (e.g., brighthush) and virtual/hybrid event solutions.
• Excellent oral and written communication skills, capable of engaging senior stakeholders.
• Demonstrated ability to manage multiple projects simultaneously, delivering on time and within budget.
• Proactive, solution‑oriented mindset with a track record of driving continuous improvement.
• Willingness to travel up to 35% of the time, including international assignments.
• College degree or equivalent professional experience.

Preferred Qualifications

• Experience in a virtual office environment and remote team collaboration.
• Knowledge of data analytics tools and reporting dashboards.
• Experience with sustainability initiatives in event planning.
• Certified Professional in Learning and Performance (CPLP) or similar credentials.

Skills & Competencies

• Strategic Thinking & Visionary Leadership
• Client Relationship Management & Stakeholder Engagement
• Project & Program Management (Agile & Waterfall)
• Financial Acumen – Budgeting, Forecasting, and ROI Analysis
• Negotiation & Conflict Resolution
• Data‑Driven Decision Making
• Adaptability & Resilience in Fast‑Paced Environments
• Cross‑Cultural Communication & Collaboration

Career Growth & Learning Opportunities

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

• Structured mentorship programs with senior leaders.
• Leadership training workshops covering strategy, people management, and innovation.
• Cross‑functional projects that broaden your skill set and industry knowledge.
• Global conferences and industry events to expand your network and expertise.
• Continuous learning resources, including online courses, certifications, and knowledge sharing sessions.

Work Environment & Culture

Our culture is defined by:

• Collaboration: A distributed team that works seamlessly across time zones.
• Agility: Rapid decision‑making and iterative improvement.
• Innovation: A sandbox for experimenting with new technologies and event formats.
• Inclusivity: A commitment to diversity, equity, and belonging.
• Well‑Being: Flexible work arrangements, mental health resources, and a supportive environment.

Compensation & Benefits

While specific figures vary by role and experience, brighthush offers:

• Competitive base salary with performance‑based bonuses.
• Health, dental, vision, and life insurance plans.
• 401(k) retirement plan with company match.
• Paid holidays, vacation, and sick leave.
• Fully equipped remote work kit: laptop, monitor, and mobile phone.
• Global Giveback program encouraging volunteer service.
• Optional on‑site work at our headquarters near Milwaukee or other locations.

What We Expect

Beyond the technical skills, we value:

• Cultural Excellence: Alignment with brighthush values of quality, agility, flexibility, and innovation.
• Role Expectations: Ownership, accountability, and a proactive approach to client success.
• Emotional Intelligence: Empathy, active listening, and the ability to navigate complex stakeholder dynamics.

How to Apply

Ready to elevate client success and drive transformative events in the life sciences sector? Click the link below to submit your application and join the brighthush team.