Senior Strategic Customer Success Manager – Healthcare & Medical Devices – Driving Enterprise Growth, Regulatory Excellence, and Innovation at brighthush

About brighthush

brighthush stands at the forefront of product data management and commerce solutions, empowering more than 15,000 brands and 3,500 retailers worldwide to deliver flawless e‑commerce experiences across every channel. In the most heavily regulated sectors—healthcare, medical devices, pharmaceuticals, and life‑sciences—data accuracy, regulatory alignment, and supply‑chain transparency are not optional; they are the foundation of patient safety, market access, and brand integrity. Our platform is the trusted source of enriched product content that helps clients navigate complex supply chains, meet stringent regulatory requirements, and accelerate time‑to‑market. With a blend of cutting‑edge technology, deep industry expertise, and a relentless focus on customer success, brighthush is shaping the future of commerce in the most regulated industries on the planet.

Why brighthush?

• Impactful Work: Shape the future of healthcare and medical device commerce by ensuring our customers’ product data meets the highest standards of accuracy and regulatory compliance.
• Career Momentum: As a key member of the Customer Success organization, you will have a clear path to senior leadership roles, including Director of Customer Success or VP of Customer Experience.
• Collaborative Culture: Work side‑by‑side with Product, Engineering, Sales, and Support teams to deliver world‑class solutions.
• Global Reach, Local Touch: While brighthush operates worldwide, we value local expertise and encourage regional initiatives that drive customer success.
• Competitive Total Rewards: Base salary, performance‑based bonus, equity, and a comprehensive benefits package that supports your well‑being and growth.

Role Overview

As a Senior Strategic Customer Success Manager, you will own the end‑to‑end post‑sale relationship for a portfolio of brighthush’s largest and most strategic healthcare and medical device customers. Your role blends strategic advisory, operational excellence, and cross‑functional collaboration to drive measurable business outcomes. You will be the trusted advisor to senior stakeholders, ensuring that our solutions not only meet but exceed their expectations in a highly regulated environment.

Key Responsibilities

Customer Value & Outcomes

• Own the success of 8–12 enterprise accounts, ensuring adoption, retention, and expansion.
• Define, document, and track customer goals, success metrics, and ROI plans.
• Lead quarterly executive‑level reviews (QBRs) focused on value, impact, and strategic alignment.
• Partner with customers to navigate UDI/GUDID, FDA, and ISO requirements, aligning brighthush solutions to their compliance needs.
• Translate customer feedback into actionable insights that inform product roadmap and service enhancements.

Relationship Management

• Build trusted relationships with senior stakeholders (Director, VP, C‑level).
• Serve as the primary escalation point for all customer issues, ensuring rapid resolution and customer satisfaction.
• Conduct structured performance reviews and risk assessments to proactively mitigate churn.
• Act as a strategic partner, advising customers on best practices for data governance, quality, and regulatory alignment.

Adoption & Retention

• Drive deep product adoption across customer teams and use cases.
• Identify adoption barriers and partner with internal teams to remove roadblocks.
• Document risks in brighthush and develop mitigation plans.
• Collaborate with Commercial Sales and CSM Leadership to support renewals and upsell opportunities.
• Champion a culture of continuous improvement by encouraging customers to share success stories and lessons learned.

Growth & Expansion

• Identify expansion opportunities through value discovery and product alignment.
• Partner with Account Executives to support upsell and cross‑sell initiatives.
• Develop account plans that outline growth strategies, timelines, and resource requirements.
• Leverage industry insights to position brighthush as a strategic partner for future initiatives.

Advocacy

• Develop and nurture customer advocates within your portfolio.
• Mitigate advocacy risk and secure referrals, testimonials, and event speakers.
• Coordinate with Marketing to capture case studies and success stories.
• Represent customers in industry forums, conferences, and advisory boards.

Cross‑Functional Leadership

• Serve as the voice of the customer for Product, Support, and Services.
• Translate regulatory needs into clear product feedback and requirements.
• Coordinate internal resources to deliver a seamless enterprise experience.
• Drive product and service improvements that benefit the broader customer base.
• Facilitate cross‑team workshops and knowledge sharing sessions.

Essential Qualifications

• 4+ years of customer‑facing experience with proven success in client relationship management.
• Experience managing a book of business in the $4–$6M ARR range.
• Strong presentation skills and the ability to communicate value to executive audiences.
• High comfort with technology, especially databases and syndicated data.
• Proven ability to troubleshoot and resolve complex customer challenges.
• Ability to work independently and make decisions across a wide range of complexities.
• Experience working with both large, complex enterprises and mid‑sized organizations.
• Demonstrated success in driving adoption, retention, and expansion in a SaaS environment.

Preferred Qualifications

• Experience in the healthcare or medical device industry.
• Familiarity with brighthush regulations and medical device data standards (UDI/GUDID, FDA, ISO).
• Understanding of the medical device and healthcare supply chain, including manufacturers, distributors, GPOs, and health systems.
• Background in data governance, quality assurance, or regulatory compliance.

Skills & Competencies

• Strategic Thinking & Execution
• Customer Advocacy & Relationship Building
• Data‑Driven Decision Making
• Regulatory & Compliance Knowledge
• Project Management & Cross‑Functional Collaboration
• Analytical & Problem‑Solving Skills
• Excellent Written & Verbal Communication
• Proficiency with CRM tools (e.g., Salesforce, HubSpot) and data analytics platforms.
• Adaptability and resilience in a fast‑paced, evolving environment.

Career Growth & Learning Benefits

At brighthush, we invest in your professional development. You will have access to:

• Mentorship from senior leaders across the organization.
• Paid certifications in healthcare compliance, data management, and product management.
• Annual learning budget for conferences, workshops, and online courses.
• Clear promotion paths to Director of Customer Success, VP of Customer Experience, and beyond.
• Opportunities to lead cross‑functional initiatives and influence product strategy.
• Access to industry research, whitepapers, and thought‑leadership events.

Work Environment & Culture

Our culture is built on passion, ownership, and curiosity. We celebrate diverse perspectives and encourage innovative thinking. You’ll find a collaborative, fast‑paced environment where your ideas directly shape customer success and company strategy. We value work‑life balance, offering flexible remote work options and a supportive team culture. At brighthush, we believe that a healthy, engaged workforce is the foundation of exceptional customer outcomes.

Compensation & Perks

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

• Base salary commensurate with experience.
• Performance‑based bonus tied to customer success metrics.
• Equity options to share in the company’s growth.
• Comprehensive health, dental, and vision insurance.
• 401(k) plan with company match.
• Generous paid time off and parental leave.
• Wellness stipend and mental health resources.
• Continuous learning budget and professional development support.
• Employee referral program with competitive rewards.
• Annual company retreats and team‑building events.

Diversity, Equity & Inclusion

brighthush is committed to fostering an inclusive environment where every voice is heard and valued. We actively seek diverse talent and encourage applicants from all backgrounds to apply. Our inclusive culture fuels innovation and drives the success of our customers worldwide.

Privacy Notice

brighthush respects your privacy. All application data is stored securely for a reasonable period and is accessible only to HR and recruiting staff. If you request deletion or export of your data, we will comply promptly. For more details, please review our Job Applicant Privacy Notice.

Ready to Make an Impact?

If you are a strategic thinker with a passion for driving growth, ensuring compliance, and building lasting customer relationships in the healthcare and medical device space, we want to hear from you. Join brighthush and help shape the future of regulated commerce while advancing your career in a dynamic, supportive environment.

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