Strategic Senior Customer Success Manager – Commercial Content & Digital Transformation Lead Driving Life‑Sciences Innovation, Regulatory Excellence, and Digital Adoption for Global Pharma & Biotech Partners at brighthush

About brighthush

brighthush is more than a technology vendor; it is a public‑benefit pioneer that is redefining how life‑sciences organizations translate research into real‑world impact. With a cloud‑native, data‑driven platform, we empower pharmaceutical, biotech, and medical device companies to accelerate drug development, streamline regulatory compliance, and deliver patient‑centric value at scale. Our global footprint spans more than 15 countries, and our vibrant remote‑first culture gives teams the freedom to thrive wherever they choose to work. Guided by core values—Do the Right Thing, Customer Success, Employee Success, and Speed—brighthush is a strategic partner in your mission to bring life‑saving therapies to patients faster and more efficiently.

Role Overview

As the Senior Customer Success Manager – Commercial Content & Digital Transformation Lead, you will serve as the strategic bridge between brighthush’s flagship Commercial Content and Medical Vault applications and our most strategic, global customers. Your mandate is to ensure that these customers not only adopt our solutions but also derive measurable business value, turning technology into a catalyst for growth, compliance excellence, and patient outcomes. You will act as a trusted advisor, a strategic partner, and a relentless advocate for our customers’ success.

Key Responsibilities

• Lead a portfolio of 4–6 large, global customers post‑implementation, focusing on PromoMats and Medical Vault.
• Act as a trusted advisor to business decision makers and application owners, fostering deep, long‑term relationships built on curiosity, transparency, and proactive engagement.
• Collaborate with Strategy, Sales, Product, and Services teams to translate customer needs into actionable product enhancements and service offerings.
• Develop and present strategic roadmaps that align brighthush solutions with each customer’s business goals, regulatory milestones, and digital transformation objectives.
• Facilitate peer‑to‑peer and customer‑to‑brighthush knowledge exchanges, creating a community of practice that accelerates learning and innovation across the industry.
• Own the end‑to‑end customer journey, from onboarding and adoption to renewal and expansion, ensuring a seamless experience that drives satisfaction and advocacy.
• Identify and mitigate risks, escalating issues to the appropriate internal stakeholders and ensuring timely resolution.
• Track and report on key success metrics—usage, adoption, renewal rates, and net promoter score—providing insights that inform both customer strategy and product roadmap.
• Champion continuous improvement initiatives by gathering customer feedback, conducting post‑implementation reviews, and driving data‑driven action plans.
• Represent brighthush at industry conferences, webinars, and customer events, positioning the company as a thought leader in life‑sciences digital transformation.

Essential Qualifications

• Minimum of 7 years’ experience in promotional content or medical roles within the life‑sciences sector.
• Proven track record of working with large, global pharmaceutical or biotech organizations.
• Strong customer‑facing consulting experience, with the ability to manage relationships with C‑suite executives and technical stakeholders.
• Exceptional communication skills—both written and verbal—in English, with the ability to translate complex technical concepts into business value.
• Willingness and ability to travel up to 25% of the time, primarily to key customer sites and industry events.
• Deep understanding of regulatory frameworks (e.g., FDA, EMA, PMDA) and how digital tools support compliance.
• Experience with SaaS delivery models and cloud‑native platforms.

Preferred Qualifications

• Based in North America, preferably on the East Coast, to align with our primary customer base.
• 7+ years of experience in software or consulting, with a deep understanding of SaaS delivery models.
• Hands‑on experience with cloud‑native platforms and SaaS ecosystems.
• Prior exposure to Vault or similar content management systems.
• Certifications such as CDISC, GxP, or other life‑sciences regulatory standards.

Skills & Competencies

• Strategic Thinking – Ability to see the big picture and translate it into actionable plans.
• Relationship Management – Building trust with diverse stakeholders, from regulatory affairs to IT leaders.
• Data‑Driven Decision Making – Leveraging analytics to measure success and inform continuous improvement.
• Project Management – Coordinating cross‑functional initiatives with tight deadlines.
• Adaptability – Thriving in a fast‑paced, evolving industry with shifting regulatory landscapes.
• Customer Advocacy – Championing the customer’s voice within brighthush to shape product evolution.
• Communication & Storytelling – Articulating complex concepts in a clear, compelling manner.
• Leadership & Influence – Guiding teams and stakeholders toward shared objectives without direct authority.

Career Growth & Learning Opportunities

At brighthush, we believe that your professional development is as important as the impact you deliver to our customers. As a Senior Customer Success Manager, you will:

• Progress into senior leadership roles such as Director of Customer Success or Head of Commercial Content.
• Gain exposure to product strategy, sales enablement, and global market expansion initiatives.
• Participate in continuous learning programs, including industry certifications (e.g., CDISC, GxP), leadership workshops, and technical training on emerging cloud technologies.
• Engage with a global network of peers through internal communities of practice and external industry conferences.
• Lead cross‑functional projects that shape the future of life‑sciences digital solutions.

Work Environment & Culture

brighthush is a Work Anywhere organization, offering the flexibility to work from home or in our modern, collaborative offices. Our culture is defined by:

• Speed & Agility – Rapid iteration, quick decision‑making, and a bias for action.
• Collaboration – Cross‑functional teams that break down silos and work together toward shared goals.
• Inclusivity – A diverse workforce that celebrates different perspectives and backgrounds.
• Impact‑Driven – Every role contributes directly to improving patient outcomes worldwide.
• Continuous Learning – A culture that encourages curiosity, experimentation, and professional growth.
• Wellness & Balance – Programs that support mental, physical, and financial well‑being.

Compensation & Benefits

We offer a competitive total rewards package designed to attract top talent and reward high performance:

• Base Salary – $100,000 to $160,000, commensurate with experience and location.
• Variable Compensation – Performance bonuses and potential equity awards aligned with company growth.
• Comprehensive Health & Wellness benefits: medical, dental, vision, and basic life insurance.
• Generous Paid Time Off and company‑paid holidays, with a flexible PTO policy.
• Retirement 401(k) plan with company match.
• 1% Charitable Giving program, allowing employees to donate to causes they care about.
• Access to Professional Development funds for conferences, courses, and certifications.
• Wellness initiatives, including virtual fitness classes, mental health resources, and ergonomic support.
• Technology stipend for home‑office setup and remote collaboration tools.

Application Process

We value your time and aim to make the hiring journey transparent and efficient. Here’s what to expect:

1. Submit your application through our career portal.
2. Within 3 business days, you’ll receive a link to a brief personality assessment.
3. After assessment completion, our hiring team will review your full application and reach out with next steps.
4. If selected, you’ll progress through:
1. Initial conversation with the hiring manager to discuss your experience and role fit.
2. A practical case exercise focused on customer success scenarios.
3. Final conversation with a senior leader from the Customer Success organization.
5. Upon completion of all interviews, the hiring manager will communicate the final decision.

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 professionals who are committed to delivering tangible value to patients worldwide. With a culture that rewards innovation, a commitment to employee growth, and a focus on making a positive societal impact, brighthush offers a career that is both rewarding and meaningful.

Ready to take the next step in your career? Apply today and help us bring transformative solutions to the world of life sciences.