Strategic Senior Customer Success Manager – Enterprise SaaS & Life Sciences – $5M+ Book Management, ROI Champion, 95%+ Net Revenue Retention Expert, Driving Growth & Customer Advocacy

About brighthush

brighthush stands at the forefront of cloud‑based data, analytics, and actionable insights for the life sciences and healthcare sectors. Our mission is simple yet ambitious: empower organizations to make smarter, faster decisions by blending deep industry expertise with cutting‑edge technology. From clinical trial data to regulatory compliance dashboards, we deliver solutions that translate raw data into measurable business outcomes. Our culture thrives on curiosity, collaboration, and an unwavering focus on customer success. As a global, remote‑first company, we unite diverse talent from across the United States to innovate and transform how healthcare professionals access and leverage data.

Why Join brighthush?

At brighthush, you’ll be part of a high‑impact team that shapes the future of healthcare analytics. We value ownership, creativity, and a data‑driven mindset. Our remote work model offers flexibility while fostering a strong sense of community through virtual town halls, peer learning sessions, and quarterly all‑hands meetings. We invest in your professional growth with mentorship programs, access to industry conferences, and a generous learning stipend. If you thrive in a fast‑paced, customer‑centric environment and want to make a tangible difference in the life sciences ecosystem, brighthush is the place for you.

Position Overview

We are seeking an experienced Senior Customer Success Manager to lead the strategic management of a $5M+ enterprise book within the life sciences and pharmaceutical space. In this role, you will own the entire customer lifecycle—from onboarding to expansion—ensuring that our clients realize maximum value from our platform. You will be a trusted advisor, driving product adoption, documenting ROI, and maintaining a 95%+ Net Revenue Retention (NRR) rate. Your deep understanding of life sciences workflows and your ability to translate data into actionable insights will be critical to our clients’ success and to brighthush’s continued growth.

Key Responsibilities

• Strategic Account Leadership: Own a portfolio of high‑value enterprise accounts, developing and executing account plans that align with each client’s business objectives.
• Customer Lifecycle Management: Guide customers through every stage—onboarding, adoption, expansion, and renewal—ensuring a seamless experience and sustained engagement.
• Value Selling & ROI Documentation: Quantify the impact of our solutions on clients’ operations, produce detailed ROI reports, and present findings to executive stakeholders.
• Product Adoption & Enablement: Collaborate with product and engineering teams to champion feature adoption, gather user feedback, and drive continuous improvement.
• Renewal & Expansion: Lead renewal negotiations, identify upsell opportunities, and secure multi‑year contracts that contribute to revenue growth.
• Customer Advocacy & Feedback Loop: Serve as the voice of the customer, translating insights into product enhancements and service improvements.
• Cross‑Functional Collaboration: Partner with Sales, Marketing, Product, and Support to align on customer journeys and ensure a unified approach to success.
• Metrics & Reporting: Track key performance indicators such as NRR, churn, adoption rates, and customer health scores; provide regular reports to leadership.

Essential Qualifications

• 5–7+ years of Customer Success or Account Management experience in DaaS, pharmaceuticals, or consulting environments.
• Proven track record of managing a $5M+ enterprise book with a 95%+ NRR.
• Deep knowledge of life sciences workflows, regulatory landscapes, and data analytics within the healthcare sector.
• Strong value‑selling skills with the ability to articulate ROI and business impact to C‑suite executives.
• Excellent communication, presentation, and stakeholder management abilities.
• Experience with SaaS platforms, CRM systems (e.g., brighthush), and customer success tools (e.g., brighthush, brighthush).
• Self‑motivated, results‑driven, and comfortable working in a remote, fast‑paced environment.

Preferred Qualifications

• Background in the life sciences industry, including experience with clinical trials, regulatory submissions, or pharmaceutical supply chains.
• Certifications in Customer Success Management (e.g., Certified Customer Success Manager).
• Experience leading cross‑functional teams and driving product roadmap initiatives.
• Fluency in data analysis tools such as SQL, Python, or brighthush to support ROI reporting.
• Prior experience in a high‑growth SaaS startup or scale‑up environment.

Key Skills & Competencies

• Strategic Thinking: Ability to develop long‑term account plans that align with business goals.
• Customer Advocacy: Passion for championing customer needs and translating them into product enhancements.
• Analytical Acumen: Proficiency in interpreting data to uncover insights and drive decision‑making.
• Relationship Building: Talent for building trust with stakeholders at all levels.
• Project Management: Skilled at coordinating initiatives across multiple teams and ensuring timely delivery.
• Adaptability: Comfortable navigating ambiguity and rapidly changing priorities.
• Communication: Clear, concise, and persuasive in both written and verbal formats.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent and providing clear pathways for advancement. As a Senior Customer Success Manager, you will have the opportunity to:

• Progress to a Director of Customer Success role, overseeing a larger portfolio and shaping the overall customer strategy.
• Lead cross‑functional initiatives that influence product development, marketing, and sales strategies.
• Mentor junior team members, fostering a culture of knowledge sharing and continuous improvement.
• Participate in industry conferences, webinars, and workshops to stay at the forefront of life sciences and SaaS trends.
• Access a generous learning stipend for courses, certifications, and professional development programs.

Work Environment & Culture

brighthush is a remote‑first organization that values flexibility, collaboration, and transparency. Our culture is defined by:

• Inclusive Community: Regular virtual coffee chats, team building events, and a dedicated Slack community to connect across time zones.
• Data‑Driven Decision Making: A culture that embraces experimentation, metrics, and evidence‑based strategies.
• Innovation Focus: Encouragement to propose new ideas, experiment with emerging technologies, and iterate quickly.
• Work‑Life Balance: Flexible hours, generous paid time off, and a focus on mental well‑being.
• Recognition & Rewards: Regular shout‑outs, performance bonuses, and a transparent recognition program.

Compensation & Benefits

Salary Range: USD 92,800 – 139,200 per year (commensurate with experience and qualifications). Bonus Potential: Performance‑based bonuses tied to individual and company metrics. Equity: Eligible for a stock‑option plan to share in brighthush’s growth. Benefits:

• 401(k) matching up to 4% of your salary.
• Comprehensive health, dental, and vision insurance plans.
• Generous paid time off (PTO) policy, including vacation, sick leave, and personal days.
• Flexible work schedule and remote work infrastructure stipend.
• Professional development stipend and tuition reimbursement.
• Employee assistance program and wellness resources.

How to Apply

If you are a strategic, customer‑centric leader with a passion for the life sciences industry and a proven track record of driving revenue growth, we want to hear from you. Submit your application through our careers portal or click the link below to Apply for this job