Strategic Director of Customer Success – SaaS & Clinical Research Solutions – Remote Leadership Opportunity at brighthush

About brighthush

brighthush is a trailblazing SaaS company that is redefining the clinical research landscape. With a mission to accelerate medical breakthroughs, we deliver cloud‑based solutions that streamline clinical trials, reduce costs, and enhance data integrity. Our platform empowers research teams worldwide to conduct studies faster, more accurately, and with greater collaboration. Based in San Antonio, TX, brighthush operates as a fully remote organization, giving our talent the flexibility to thrive from anywhere while staying connected to a vibrant, mission‑driven culture.

Why Join brighthush?

At brighthush, you’ll be part of a high‑impact team that is shaping the future of healthcare. We value innovation, ownership, and a relentless focus on customer success. Our culture is built on transparency, continuous learning, and a shared commitment to improving patient outcomes. If you’re a strategic thinker who thrives in a fast‑moving, data‑driven environment, this is the place to grow your career and make a real difference.

Role Overview

The Director of Customer Success is a senior leadership position responsible for building, scaling, and leading a world‑class Customer Success organization. Reporting directly to the EVP of Operations, you will set the vision for customer engagement, drive retention and expansion, and champion the Voice of the Customer across all product, support, and marketing initiatives. Your strategic insights will shape the customer lifecycle, influence product roadmap decisions, and ensure that every client derives maximum value from brighthush’s solutions.

Key Responsibilities

• Strategic Leadership: Define and execute a comprehensive Customer Success strategy that aligns with brighthush’s growth objectives and customer expectations.
• Team Building & Development: Recruit, mentor, and retain top talent in the Customer Success organization. Foster a culture of high performance, continuous improvement, and customer advocacy.
• Customer Lifecycle Management: Oversee all phases of the customer journey—from onboarding and adoption to renewal and expansion—ensuring seamless transitions and measurable outcomes.
• Data‑Driven Decision Making: Leverage analytics platforms (e.g., Gainsight, Salesforce) to monitor health scores, churn risk, and adoption metrics. Translate insights into actionable plans that drive retention and upsell opportunities.
• Cross‑Functional Collaboration: Partner with Sales, Product, Marketing, and Support to align messaging, deliver customer‑centric initiatives, and embed customer feedback into product development.
• Executive Engagement: Build and maintain executive‑level relationships with key accounts. Conduct business reviews, develop action plans, and present strategic recommendations to senior leadership.
• Process & Tool Optimization: Continuously refine Customer Success processes, implement best practices, and scale tools to support a growing customer base.
• Financial Impact: Drive Net Revenue Retention (NRR) and Customer Lifetime Value (CLV) through proactive upsell, cross‑sell, and renewal strategies.
• Voice of the Customer: Champion customer insights across the organization, ensuring that product enhancements and support improvements reflect real user needs.
• Travel & Representation: Represent brighthush at industry conferences, client visits, and networking events as needed (5‑10% of time).

Essential Qualifications

• 7+ years of progressive experience in Customer Success, Account Management, or a related field within SaaS or technology.
• 5+ years in a leadership or managerial role, demonstrating the ability to build and scale high‑performing teams.
• Proven track record of driving retention, expansion, and NRR in a subscription‑based business.
• Deep familiarity with Customer Success platforms (e.g., Gainsight) and CRM systems (e.g., Salesforce).
• Strong analytical mindset with experience using data to inform strategy and measure impact.
• Excellent written and verbal communication skills, capable of presenting complex ideas to executive audiences.
• Strong project management skills—capable of juggling multiple initiatives while maintaining focus on key metrics.
• Experience in the clinical research or life sciences space is highly desirable.
• Ability to travel 5‑10% of the time for client visits and industry events.

Preferred Qualifications

• Experience implementing or optimizing Customer Success tools and processes at scale.
• Background in leading organizational change initiatives, especially around Customer Success team expansion.
• Hands‑on experience with clinical trial management systems or related software solutions.
• Knowledge of regulatory requirements and compliance standards in the clinical research industry.

Core Competencies & Skills

• Strategic Thinking & Visionary Leadership
• Customer‑Centric Mindset & Empathy
• Data Analysis & KPI Ownership
• Team Coaching & Talent Development
• Stakeholder Management & Influence
• Problem Solving & Decision Making
• Change Management & Process Improvement
• Financial Acumen & Revenue Growth Focus
• Communication & Presentation Excellence

Career Growth & Learning Opportunities

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

• Leadership training programs and mentorship from senior executives.
• Industry conferences, webinars, and certification courses—many of which are fully reimbursed.
• Cross‑functional projects that broaden your skill set beyond Customer Success.
• Clear career pathways to senior leadership roles such as VP of Customer Success or Chief Customer Officer.
• Regular performance reviews with actionable feedback and growth plans.

Work Environment & Culture

brighthush is a fully remote, inclusive workplace that values flexibility, collaboration, and innovation. Our culture is defined by:

• Transparent communication—weekly all‑hands meetings and open‑door leadership.
• Data‑driven decision making—every initiative is backed by measurable outcomes.
• Employee well‑being—mental health resources, flexible schedules, and a supportive community.
• Recognition programs—Employee of the Quarter, peer shout‑outs, and milestone celebrations.
• Continuous learning—access to an internal knowledge hub and external learning platforms.

Compensation & Benefits

While the exact salary will be determined based on experience and interview performance, brighthush offers a competitive package that includes:

• Health, dental, and vision insurance (including tele‑health options).
• Long‑term disability and life insurance.
• Unlimited Paid Time Off (PTO) and 9 paid holidays.
• Paid parental leave and flexible family support.
• Monthly $100 connectivity stipend reimbursement.
• 401(k) plan with 100% match on the first 3% of contributions and 50% on the next 2%.
• Work Anniversary bonus and performance‑based incentives.
• Employee referral program with generous rewards.

How to Apply

If you are ready to lead a high‑impact Customer Success organization, drive revenue growth, and shape the future of clinical research technology, we want to hear from you. Submit your application through the link below, ensuring you include your desired salary range and any relevant experience.

Apply to this job at brighthush

Equal Opportunity Employer

brighthush is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, or any other protected status.

Compliance & Background Checks

All successful candidates must complete and pass reference and background checks. Please note that the desired salary must be indicated in your application for consideration.