Strategic Remote Head of Customer Success – AI‑Powered Regulatory Solutions for Pharma & Biotech – Driving Life‑Science Innovation at brighthush

About brighthush

brighthush is a trailblazing, early‑stage AI‑driven platform that is redefining how pharmaceutical and biotechnology companies navigate the complex maze of regulatory submissions. Backed by leading healthcare and AI investors, we empower regulatory affairs and medical writing teams to produce high‑quality, compliant documents that secure drug approvals—often slashing weeks of manual drafting and review into a fraction of the time. Founded by seasoned leaders who previously built and led a clinical research technology company, brighthush has already secured deployments with several of the largest pharma organizations and is experiencing rapid growth as our customers expand their use of the platform.

Operating in a remote‑first environment while maintaining a strong presence in Boston and New Jersey—key hubs for life‑sciences innovation—our culture is built on agility, transparency, and a relentless focus on customer impact. At brighthush, you’ll join a small, high‑velocity team that is shaping the future of regulatory technology and making a tangible difference in the speed at which life‑saving treatments reach patients worldwide.

The Opportunity

We are seeking our first dedicated Head of Customer Success to design, launch, and scale the customer success function from the ground up. Reporting directly to a co‑founder, you will own the end‑to‑end experience for our most strategic enterprise pharma and biotech accounts, ensuring they achieve measurable ROI and become advocates for brighthush. This is a builder role—no middle management layer—where you will have direct access to leadership, real executive sponsorship for each account, and the autonomy to shape the customer journey, processes, and team.

What You’ll Do

Design and Run the Customer Success Playbook

• Develop comprehensive onboarding programs that guide new customers from first login to full platform adoption, incorporating role‑specific training, regulatory best practices, and AI‑powered workflow integration.
• Create success plans that map customer objectives to platform capabilities, setting clear milestones tied to regulatory submission timelines.
• Define health‑tracking metrics—usage, feature adoption, compliance scores, and satisfaction indices—to proactively identify at‑risk accounts.
• Establish executive review cadences that keep C‑suite stakeholders informed and engaged, turning data into actionable insights.

Own Strategic Enterprise Relationships

• Personally manage three to five high‑value pharma and biotech accounts, driving adoption, satisfaction, and expansion.
• Handle escalations with a calm, solution‑focused approach, ensuring rapid resolution and learning from each incident.
• Serve as the primary liaison between customers and internal teams—sales, product, engineering—to align expectations and deliver on promises.

Measure and Prioritize Account Health

• Define and refine health‑scoring models that segment customers by value, risk, and growth potential.
• Leverage data analytics to surface trends, forecast churn, and recommend proactive engagement strategies.
• Report on key performance indicators (KPIs) to leadership, translating numbers into strategic actions.

Partner with Sales and Product

• Collaborate with the sales team to set realistic pre‑launch expectations and post‑sale success metrics.
• Work closely with product and engineering to surface customer‑derived insights that inform roadmap decisions.
• Champion the customer voice in product demos, beta tests, and feature prioritization.

Build and Lead the CS Team

• Recruit, coach, and develop a Customer Success Manager (CSM) who embodies brighthush’s values and mission.
• Establish a culture of continuous improvement, high performance, and data‑driven decision making.
• Implement scalable processes, tools, and dashboards that enable the CS function to grow efficiently.

Champion Customer Advocacy

• Identify and nurture brand ambassadors, facilitating case studies, testimonials, and user group events.
• Coordinate thought leadership pieces, webinars, and conference appearances that showcase customer success stories.
• Leverage advocacy to fuel sales, marketing, and product development cycles.

Drive Operational Excellence

• Implement scalable processes, tools, and dashboards that enable the CS function to grow efficiently.
• Ensure consistent delivery of high‑quality service across all customer touchpoints.
• Continuously refine workflows to reduce friction, improve response times, and increase customer satisfaction.

Essential Qualifications

• 8+ years of progressive experience in customer success, client services, delivery, or consulting, with a proven track record of senior customer‑facing leadership.
• Direct experience serving enterprise pharma, biotech, or CRO customers—ideally within a software company focused on life‑sciences regulatory solutions or a regulatory consulting practice.
• Demonstrated ownership of enterprise relationships, including running executive reviews, managing escalations, and driving renewal and expansion.
• Experience building sustainable customer programs (onboarding, health scoring, success plans) that continue to deliver value after your departure.
• Exceptional written and verbal communication skills, with the ability to translate complex technical topics into clear, actionable insights for diverse audiences.
• Hands‑on use of AI tools in daily workflows, with a passion for leveraging emerging technologies to enhance customer outcomes.
• Thrives in a small, fast‑moving team where processes are still being defined and the opportunity to shape the future is abundant.
• Exposure to drug development documentation, eCTD submissions, or GxP‑regulated software; prior startup experience or building a CS team from scratch is a strong plus.

Preferred Qualifications

• Experience in a venture‑backed, high‑growth SaaS environment.
• Background in medical writing or regulatory affairs, providing deep domain knowledge of the challenges our customers face.
• Track record of influencing product strategy through customer‑derived insights.
• Proficiency in data‑driven decision making, with experience using analytics platforms to track customer health and success metrics.
• Familiarity with the FDA, EMA, and other global regulatory bodies’ submission requirements.

Skills & Competencies

• Strategic Thinking: Ability to see the big picture, anticipate customer needs, and align success initiatives with business goals.
• Relationship Building: Proven skill in cultivating trust with C‑level stakeholders and navigating complex enterprise environments.
• Analytical Acumen: Strong quantitative mindset to develop metrics, interpret data, and drive continuous improvement.
• Leadership & Coaching: Talent for mentoring a high‑potential team member and fostering a culture of accountability and growth.
• Communication: Clear, concise storytelling across written and verbal channels, tailored to technical and non‑technical audiences.
• Adaptability: Comfortable with ambiguity, rapid change, and the opportunity to iterate on processes and programs.
• Customer‑Obsessed: Deep empathy for the regulatory challenges our customers face and a relentless drive to deliver value.

Career Growth & Learning

At brighthush, your impact will be visible from day one. As the first Head of Customer Success, you will shape the function’s strategy, processes, and culture—setting the foundation for future growth. You will report directly to a co‑founder, gaining unparalleled exposure to executive decision‑making and the opportunity to influence product, sales, and overall company direction.

We invest heavily in professional development, offering mentorship, access to industry conferences, and a learning budget to keep you at the forefront of customer success best practices. You will have the chance to lead cross‑functional initiatives, contribute to thought leadership pieces, and represent brighthush at regulatory forums and tech summits.

Work Environment & Culture

Our remote‑first model empowers you to work from anywhere while staying connected through weekly virtual huddles, quarterly in‑person offsites, and a vibrant Slack community. We value work‑life balance, encourage flexible schedules, and celebrate achievements with virtual happy hours and recognition programs.

At brighthush, diversity, equity, and inclusion are not buzzwords—they are the foundation of our hiring, collaboration, and innovation. We actively seek perspectives from across the life‑sciences ecosystem and foster an environment where every voice is heard and valued.

Compensation & Benefits

• Base Salary: $180,000–$210,000, commensurate with experience.
• Equity: Stock options that allow you to share in the company’s growth and success.
• Health & Wellness: Comprehensive medical, dental, and vision coverage.
• Remote Flexibility: Work from anywhere, with a preference for Boston or New Jersey for occasional in‑person collaboration.
• Travel: Approximately 25% travel for customer visits, kickoffs, and quarterly team offsites.
• Leadership Seat: A direct reporting line to a co‑founder, ensuring your voice is heard at the highest level.
• Impact: The chance to accelerate the journey from scientific discovery to approved treatments, making a real difference in patient lives.
• Professional Development: Annual budget for courses, certifications, and industry events.
• Wellness Programs: Access to virtual fitness classes, mental health resources, and wellness stipends.

Why brighthush?

At brighthush, you’ll be part of a mission that transcends technology—it’s about accelerating life‑saving therapies to patients worldwide. Your work will directly influence the speed and quality of regulatory submissions, reduce the time to market for new drugs, and ultimately improve patient outcomes. You’ll collaborate with top scientists, regulatory experts, and AI pioneers, all while shaping a customer success organization that sets industry standards.

How to Apply

Ready to lead the customer success revolution at brighthush? Submit your application through the link below and join a team that is dedicated to transforming regulatory science with AI and human expertise.

Apply to brighthush Today

We are an equal‑opportunity employer committed to fostering a diverse and inclusive workplace. If you are passionate about customer success, regulatory science, and building something that matters, we encourage you to apply.