Strategic Remote Head of Customer Success – Pharma & Biotech Regulatory Solutions

About brighthush

brighthush is a trailblazing, early‑stage AI‑driven platform that is redefining how pharmaceutical and biotechnology companies navigate the complex world of regulatory submissions. Backed by leading healthcare and AI investors, we empower regulatory affairs and medical writing teams to produce the high‑quality, compliant documents that secure drug approvals—often cutting 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.

We operate 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.

Key Responsibilities

• Design and run the customer success playbook: Develop comprehensive onboarding, training, success plans, health‑tracking metrics, and executive review cadences that align with our customers’ regulatory milestones.
• Own strategic enterprise relationships: Personally manage three to five high‑value pharma and biotech accounts, driving adoption, satisfaction, and expansion while handling escalations and ensuring a seamless handoff to sales for renewals and upsells.
• Measure and prioritize account health: Define and refine health‑scoring models, segment customers by value and risk, and use data to drive proactive engagement.
• Partner with sales and product: Collaborate with the sales team to set pre‑launch expectations and with product/engineering to surface customer‑derived insights that inform roadmap decisions.
• Build and lead the CS team: Recruit, coach, and develop a Customer Success Manager (CSM), establishing a culture of continuous improvement and high performance.
• Escalation ownership: Serve as the primary point of contact for all customer escalations, ensuring rapid resolution and learning from each incident.
• Competitive intelligence: Monitor the competitive landscape from the customer’s perspective and keep leadership informed of emerging trends and threats.

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.

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.

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.

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.

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.