Strategic Head of Customer Success & Implementation Delivery – Leading Global Life Sciences SaaS Transformation at brighthush

About brighthush

brighthush is a trailblazing, mission‑driven SaaS powerhouse that is redefining how life‑sciences companies bring therapies to patients faster and more efficiently. With a history of rapid growth—surpassing $3 billion in revenue last fiscal year—brighthush is now poised to expand its global footprint and deepen its impact on the industry. Our culture is built on four core values: Do the Right Thing, Customer Success, Employee Success, and Speed. We are proud to be a public benefit corporation, legally committed to balancing the interests of customers, employees, society, and investors.

As a Work‑Anywhere organization, brighthush empowers you to thrive in the environment that best suits your lifestyle—whether that means working from home, a local office, or a hybrid model. We are on a mission to transform the life‑sciences landscape, and we need visionary leaders who share our passion for creating positive, measurable impact.

Position Overview

The Head of Customer Success & Implementation Delivery will be a pivotal member of brighthush’s executive leadership team. You will spearhead the customer success and services organization, ensuring that our clients—world‑class biopharma and life‑sciences companies—achieve rapid, sustainable adoption of brighthush’s cutting‑edge SaaS solutions, including the flagship conversational AI platform, brighthush Ostro.

In this role, you will:

• Build, mentor, and scale a high‑performing customer success and implementation delivery team.
• Define and execute a customer‑centric strategy that drives adoption, retention, and revenue expansion.
• Collaborate closely with Sales, Product, and Engineering to shape account plans, roadmap priorities, and continuous improvement initiatives.
• Leverage data analytics to uncover insights, optimize processes, and demonstrate ROI to clients.
• Represent brighthush at industry events, summits, and client engagements, building lasting relationships with C‑suite leaders.

Key Responsibilities

• Team Leadership & Development – Recruit, onboard, and coach a diverse team of Customer Success Managers, Implementation Specialists, and Support Engineers. Foster a culture of ownership, collaboration, and continuous learning.
• Strategic Implementation Planning – Design and oversee end‑to‑end implementation roadmaps that align with each client’s business objectives and technical architecture.
• Customer Advocacy & Retention – Serve as the voice of the customer within brighthush, ensuring that feedback informs product enhancements and service delivery.
• Performance Metrics & Analytics – Build dashboards and KPIs to track adoption, usage, satisfaction, and financial impact. Use insights to refine processes and demonstrate value to stakeholders.
• Cross‑Functional Collaboration – Partner with Sales to create joint account plans, with Product to prioritize feature requests, and with Engineering to resolve technical challenges.
• Thought Leadership & Thought‑Provoking Engagements – Represent brighthush at industry summits, webinars, and client workshops, positioning the company as a trusted advisor.
• Continuous Process Improvement – Identify bottlenecks, implement best practices, and drive automation to increase efficiency and scalability.

Essential Qualifications

• 10+ years of progressive experience in customer success, implementation, or professional services within the life‑sciences or SaaS sector.
• Proven track record of building and scaling high‑performing teams, with direct management experience.
• Deep understanding of life‑sciences business processes, regulatory environments, and technology ecosystems.
• Strong analytical mindset: experience using data and analytics tools (e.g., Tableau, Power BI, SQL) to drive decision‑making.
• Hands‑on leadership style—willing to dive into the details and champion solutions.
• Excellent communication skills, capable of articulating complex concepts to both technical and non‑technical audiences.
• Demonstrated ability to influence cross‑functional teams and senior leadership.

Preferred Qualifications

• Experience with conversational AI or advanced analytics platforms in the life‑sciences domain.
• Background in a public benefit corporation or a company with a strong social impact mandate.
• Familiarity with agile methodologies and continuous delivery practices.
• Prior experience in a Work‑Anywhere or hybrid work environment.

Core Competencies & Skills

• Strategic Vision – Ability to translate business goals into actionable customer success strategies.
• Customer‑Centric Mindset – Passion for delivering exceptional client experiences and outcomes.
• Data‑Driven Decision Making – Proficiency in turning data into insights that inform strategy and process improvements.
• Leadership & Coaching – Talent for developing people, fostering a culture of accountability, and driving high performance.
• Change Management – Expertise in guiding organizations through technology adoption and transformation.
• Collaboration & Influence – Skilled at building relationships across departments and influencing executive stakeholders.
• Adaptability & Resilience – Comfortable navigating ambiguity and leading teams through rapid growth and change.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is as dynamic as our industry. As Head of Customer Success & Implementation Delivery, you will:

• Shape the future of our customer success organization and influence the overall product roadmap.
• Gain exposure to senior leadership and strategic decision‑making processes.
• Lead cross‑functional initiatives that span Sales, Product, Engineering, and Finance.
• Participate in industry summits, conferences, and thought‑leadership panels.
• Access a robust learning and development program, including certifications, workshops, and mentorship.

Work Environment & Culture

brighthush is a vibrant, inclusive community that values diversity, equity, and belonging. Our Work‑Anywhere model gives you the flexibility to work from wherever you thrive, while our collaborative culture ensures you’re always connected to your teammates and the broader mission.

We celebrate successes, learn from failures, and continuously iterate to improve. Our employees enjoy:

• Transparent communication from leadership.
• Opportunities to contribute to social impact initiatives.
• A culture that rewards speed, innovation, and customer focus.
• Regular team‑building events, both virtual and in‑person.

Compensation & Benefits

We offer a competitive total rewards package that reflects your expertise and the value you bring to brighthush:

• Base Salary – $200,000 – $270,000 (commensurate with experience and location).
• Variable Compensation – Performance‑based bonus and potential equity awards.
• Health & Wellness – Comprehensive medical, dental, vision, and basic life insurance.
• Paid Time Off – Flexible PTO, company‑paid holidays, and generous sick leave.
• Retirement & Financial Planning – 401(k) with company match and financial advisory services.
• Social Impact – 1% charitable giving program and volunteer time off.
• Professional Development – Reimbursement for certifications, conferences, and continuing education.
• Work‑Anywhere Perks – Home‑office stipend, flexible scheduling, and remote‑friendly tools.

Application Process

We value your time and strive for a transparent hiring journey. Here’s what to expect:

• Submit your application through our career portal.
• Initial screening with the hiring manager.
• Personality assessment to gauge cultural fit.
• Practical case exercise focused on customer success strategy.
• Final conversation with a senior leader from brighthush.
• Offer and onboarding—if you’re the right fit.

Why Join brighthush?

When you join brighthush, you become part of a mission‑driven organization that is reshaping the life‑sciences industry. You’ll work alongside passionate, talented professionals who are committed to delivering real, measurable value to our clients. Your leadership will directly influence how we help biopharma companies accelerate their journey from discovery to patient care.

We believe in empowering our people, fostering innovation, and creating a culture where every voice matters. If you are a strategic thinker, a data‑driven leader, and a customer‑obsessed professional ready to make a lasting impact, we want to hear from you.

Apply Today

Ready to lead the next wave of customer success at brighthush? Submit your resume and cover letter through our career portal and take the first step toward an exciting, impactful career.