Strategic Head of Customer Success & MLR Operations – Leading Business Value Creation at brighthush

About brighthush

brighthush is a trailblazing technology company at the intersection of pharmaceutical marketing and artificial intelligence. Our mission is to transform how life‑science organizations create, review, and distribute promotional content by leveraging cutting‑edge AI to ensure compliance, accelerate time‑to‑market, and unlock new revenue streams. With a global footprint that spans North America, Europe, and Asia, we empower clients to navigate the complex regulatory landscape while delivering compelling, data‑driven marketing strategies.

Why Join brighthush?

At brighthush, we believe that the future of pharma marketing is built on collaboration, innovation, and a relentless focus on customer success. As a fast‑growing startup that has already secured significant Series A funding, we offer a dynamic environment where your ideas can shape product roadmaps, influence industry standards, and directly impact the success of our clients. We champion a culture of transparency, continuous learning, and work‑life balance, supported by a fully remote model that gives you the flexibility to thrive wherever you are.

Position Overview

The Strategic Head of Customer Success & MLR Operations will be a senior leader responsible for building and scaling a world‑class Customer Success organization that drives adoption, retention, and revenue growth for our AI‑powered MLR (Medical, Legal, Regulatory) platform. You will partner with executive leadership to translate operational excellence into measurable business value, ensuring that every client interaction reflects brighthush’s commitment to quality, compliance, and innovation.

Key Responsibilities

• Build and Lead a High‑Performing Team: Recruit, mentor, and develop a diverse Customer Success and MLR Operations team that embodies brighthush’s values and delivers exceptional client outcomes.
• Strategic Vision & Execution: Develop a comprehensive CS strategy that aligns with brighthush’s growth objectives, including onboarding, adoption, upsell, and renewal programs.
• Operational Excellence: Design and implement scalable processes, workflows, and KPIs that drive efficiency, reduce churn, and maximize customer lifetime value.
• Client Advocacy: Serve as the voice of the customer within the organization, translating client feedback into product enhancements and service improvements.
• Cross‑Functional Collaboration: Partner with Sales, Product, Marketing, and Engineering to create seamless handoffs, co‑develop go‑to‑market initiatives, and ensure a unified customer experience.
• Data‑Driven Decision Making: Leverage analytics to monitor CS health metrics, forecast renewal risks, and identify upsell opportunities.
• Thought Leadership: Represent brighthush at industry conferences, webinars, and client events, positioning the company as a leader in AI‑enabled MLR compliance.
• Financial Accountability: Manage the CS budget, forecast revenue impact, and report on ROI to senior leadership.

Essential Qualifications

• 8–12 years of progressive leadership experience in MLR operations, pharma marketing, or enterprise customer success.
• Proven track record of building and scaling customer success teams in a SaaS or technology environment.
• Deep understanding of MLR processes, regulatory frameworks (FDA, EMA, MHRA, etc.), and the challenges faced by life‑science marketers.
• Strong C‑level communication skills with experience presenting to executives, board members, and external stakeholders.
• Hands‑on experience with Veeva Vault PromoMats or similar MLR platforms.
• Data‑driven mindset: proficiency in using analytics tools (e.g., Tableau, Looker, Power BI) to derive actionable insights.
• Exceptional project management skills, with the ability to juggle multiple initiatives and deliver results on time.
• Fluency in English; additional languages are a plus.

Preferred Qualifications

• Experience in a high‑growth startup or venture‑backed company, with a demonstrated ability to thrive in fast‑paced, ambiguous environments.
• Background in AI or machine learning applications within the pharma or life‑science sector.
• Prior experience in enterprise CS for B2B SaaS products with a focus on compliance or regulated industries.
• Knowledge of global MLR compliance requirements beyond the U.S. (e.g., Canada, Japan, Australia).
• Certification in Customer Success Management (CSM) or related disciplines.

Core Skills & Competencies

• Strategic Leadership: Ability to set vision, align teams, and drive execution across multiple functions.
• Customer‑Centric Mindset: Passion for delivering value, resolving complex issues, and building long‑term relationships.
• Analytical Acumen: Strong quantitative skills to interpret data, forecast trends, and optimize processes.
• Communication: Clear, persuasive, and adaptable communication style for both internal stakeholders and external clients.
• Change Management: Experience leading organizational change, fostering adoption, and embedding new practices.
• Collaboration: Proven ability to work cross‑functionally and influence without direct authority.
• Tech Savvy: Comfortable with CRM systems (Salesforce), CS platforms (Gainsight, Totango), and collaboration tools (Slack, Teams).

Career Growth & Learning Opportunities

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

• Executive mentorship from the CEO and Board members.
• Annual learning budget for conferences, certifications, and advanced courses.
• Opportunities to co‑author white papers, case studies, and industry reports.
• Clear career ladder: from Head of CS to Chief Customer Officer or VP of Product.
• Cross‑departmental projects that broaden your skill set and visibility.

Work Environment & Culture

Our remote‑first culture is built on trust, autonomy, and accountability. You will enjoy:

• Flexible working hours that respect your personal commitments.
• Weekly virtual team huddles and quarterly all‑hands meetings.
• Regular virtual coffee chats with founders and product leaders.
• Inclusive hiring practices that celebrate diversity and foster belonging.
• Annual virtual retreats and optional in‑person meet‑ups for team bonding.

Compensation & Benefits

While specific figures vary based on experience, brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with senior leadership roles in the SaaS and life‑science sectors.
• Performance‑based equity grants that vest over four years.
• Annual bonus tied to company and individual performance metrics.
• Comprehensive health, dental, and vision insurance for you and your dependents.
• 401(k) plan with company match.
• Unlimited paid time off and a generous parental leave policy.
• Wellness stipend, mental health resources, and access to virtual fitness classes.
• Professional development stipend and tuition reimbursement for relevant courses.

How to Apply

If you are a visionary leader who thrives on turning complex regulatory challenges into strategic business opportunities, we want to hear from you. Please submit your resume, a cover letter outlining your relevant experience, and any portfolio pieces that showcase your impact in customer success or MLR operations.

Join brighthush and help us redefine the future of pharmaceutical marketing. Together, we’ll create solutions that not only meet regulatory standards but also empower our clients to innovate responsibly and effectively.