Strategic Senior Director of Customer Success & Go‑to‑Market Leadership – Resins & Technologies Portfolio, Global Life Sciences Innovation, Remote (USA) – Champion Growth, Customer Experience, and Market Expansion at brighthush

About brighthush

brighthush is more than a life‑sciences company; it is a global catalyst for the next wave of medical breakthroughs. With a presence in over 40 countries, we empower scientists, clinicians, and biopharma partners to accelerate the development of vaccines, biologics, and cell‑and‑gene therapies. Our multidisciplinary teams—comprising chemists, data scientists, regulatory experts, and customer‑success specialists—work in unison to translate complex science into tangible patient outcomes. At brighthush, every interaction, from the first lab bench experiment to the final product launch, is an opportunity to create lasting impact. We don’t just build products; we build the future of medicine.

Why brighthush is the Place to Shape Tomorrow

• Mission‑Driven Impact: Your strategic decisions will directly influence therapies that save lives and improve quality of life worldwide.
• Global Reach, Local Touch: Operate remotely from anywhere in the United States while collaborating with cross‑functional teams across continents.
• Continuous Learning: Access world‑class training, mentorship, and a culture that rewards curiosity and innovation.
• Inclusive Culture: A workplace that celebrates diversity, equity, and belonging, ensuring every voice is heard.
• Strategic Influence: Shape the future of our product portfolio and the way we engage with customers on a global scale.
• Competitive Compensation: A comprehensive package that rewards your expertise and dedication.

Role Overview

As the Senior Director of Customer Success for the Resins & Technologies portfolio, you will be the strategic leader responsible for designing and executing a world‑class customer experience. You will partner with commercial, product, marketing, operations, and R&D leaders to ensure that our customers receive unparalleled support, actionable insights, and a partnership that drives adoption, expansion, and long‑term value. Your influence will extend to the Go‑to‑Market strategy, portfolio leadership, and the overall growth trajectory of the business unit.

Key Responsibilities

• Global Customer Success Strategy: Craft a multi‑year roadmap that aligns with business unit objectives and commercial priorities. Translate high‑level goals into actionable plans, metrics, and governance structures that can be scaled across regions.
• Unified Engagement Model: Build a cohesive framework that integrates insights, analytics, adoption, technical partnership, and commercial governance across all customer touchpoints. Ensure that every interaction—from onboarding to renewal—is consistent, data‑driven, and customer‑centric.
• Voice of Customer (VoC) Champion: Elevate VoC capabilities, ensuring that customer feedback informs product development, R&D, and commercial strategy. Lead the design of surveys, focus groups, and real‑time listening tools that capture the pulse of the market.
• Go‑to‑Market Leadership: Own the Resins & Technologies Go‑to‑Market strategy, including positioning, segmentation, and adoption pathways. Work closely with marketing and sales to craft compelling narratives that resonate with scientists, clinicians, and procurement leaders.
• Enablement of Commercial Teams: Deliver commercial playbooks, data‑driven targeting, and enablement programs that empower sales, marketing, and R&D teams worldwide. Provide training, tools, and resources that enable teams to articulate value and close deals faster.
• Portfolio Growth & Analytics: Leverage deep analytics and competitive intelligence to identify growth opportunities and differentiate our value proposition. Translate market trends into actionable insights that shape product roadmaps and pricing strategies.
• Team Leadership & Development: Direct and mentor leaders across Customer Success & Adoption, Customer Insights & Product Analytics, and Spec‑in Governance. Foster a culture of high performance, continuous learning, and accountability.
• Cross‑Functional Oversight: Coordinate Go‑to‑Market implementation, growth initiatives, and customer programs in partnership with global commercial stakeholders. Ensure alignment across product, sales, marketing, and operations to deliver a seamless customer journey.
• Customer Lifecycle Excellence: Govern the design and continuous improvement of the end‑to‑end customer journey, focusing on onboarding, adoption, retention, and satisfaction. Implement best practices in customer health scoring, churn prevention, and upsell strategies.
• Data‑Driven Decision Making: Set the vision for customer, product, and market analytics; translate insights into actionable requirements for portfolio strategy and product innovation. Champion a culture of evidence‑based decision making across the organization.

Essential Qualifications

• Advanced Degree: Master’s degree in Life Sciences, Business, Data Science, Marketing, or a related discipline. A Ph.D. or MBA is a plus, reflecting a blend of scientific rigor and business acumen.
• Proven Leadership Experience: 10+ years of progressive leadership in Customer Success, Commercial Excellence, Product Management, or a comparable customer‑facing role. Demonstrated ability to lead large, cross‑functional teams in a global environment.
• Growth‑Oriented Track Record: Proven ability to drive measurable growth—whether through customer expansion, renewal rates, or new market penetration—using data‑driven strategies.
• Analytical Mindset: Strong analytical skills with the ability to translate complex data into strategic recommendations that influence executive decision making.
• Stakeholder Leadership: Experience in stakeholder leadership across product, R&D, commercial, and operational functions, with a proven ability to build consensus and drive alignment.
• Customer Insights Expertise: Background in Customer Insights, Analytics, Market Research, or Commercial Strategy, with a deep understanding of how to turn insights into action.
• Industry Experience: Experience in Pharmaceuticals, Life Sciences, or Biotechnology, with a nuanced understanding of regulatory, compliance, and market dynamics.
• Fluency in English: Written and oral proficiency in English—essential for global collaboration and communication.

Preferred Qualifications

• Experience managing high‑performance teams in a matrixed organization, with a track record of developing talent and fostering a culture of ownership.
• Familiarity with predictive analytics, customer health metrics, and AI‑driven recommendation engines that enhance customer engagement.
• Demonstrated success in driving portfolio growth through data‑driven insights, including the ability to identify and prioritize high‑impact opportunities.
• Knowledge of regulatory and compliance frameworks in the life‑sciences sector, ensuring that customer success initiatives align with industry standards.

Skills & Competencies

• Strategic Vision & Execution: Ability to set long‑term direction and translate it into actionable plans that deliver measurable results.
• Customer‑Centric Leadership: Deep empathy for customer needs, coupled with the drive to deliver exceptional experiences at every touchpoint.
• Data Analytics & Insight Generation: Proficiency in data analysis tools, dashboards, and storytelling techniques that turn numbers into narratives.
• Cross‑Functional Collaboration: Proven ability to work effectively with diverse teams—from R&D to finance—to achieve shared objectives.
• Change Management & Process Improvement: Skilled at leading organizational change, streamlining processes, and embedding continuous improvement.
• Influence & Negotiation: Strong interpersonal skills that enable you to persuade stakeholders, negotiate agreements, and secure buy‑in.
• Mentorship & Talent Development: Commitment to coaching, developing, and retaining high‑potential talent.
• Adaptability in a Fast‑Paced Environment: Comfortable navigating ambiguity, shifting priorities, and rapid growth.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is designed to evolve with your ambitions. As Senior Director, you will:

• Lead strategic initiatives that shape the future of our product portfolio, influencing the direction of cutting‑edge technologies.
• Collaborate with executive leadership, gaining exposure to board‑level decision making and strategic planning.
• Access executive coaching, leadership development programs, and cross‑functional rotations that broaden your skill set.
• Mentor emerging leaders and build a high‑impact team culture that values innovation, accountability, and continuous learning.
• Participate in global strategy sessions, industry conferences, and thought‑leadership forums, positioning you as a recognized expert in the field.
• Engage in research‑driven projects that push the boundaries of science and technology, ensuring you stay at the forefront of the industry.

Work Environment & Culture

Our culture is built on three pillars: Innovation, Collaboration, and Impact. We foster an environment where:

• Ideas are challenged and refined through constructive dialogue, ensuring every voice is heard.
• Teams cross boundaries to deliver holistic solutions that meet the evolving needs of our customers.
• Success is measured by the difference we make in patients’ lives, not just by revenue or metrics.
• Work is flexible, with remote options that allow you to balance professional growth with personal well‑being.
• We celebrate diversity, equity, and belonging, creating a safe space for authentic collaboration.
• Continuous learning is embedded in our daily routines, with access to industry‑leading resources and training programs.
• Recognition and celebration of achievements are integral to our culture, fostering motivation and engagement.

Compensation & Benefits

Competitive base salary range: $220,000 – $240,000 (USD). This role also offers:

• Performance‑based bonus and incentive pay aligned with company and individual goals.
• Comprehensive benefits package including medical, dental, vision, and life insurance.
• Paid time off, holidays, and flexible work arrangements to support work‑life balance.
• 401(k) plan with company match to help you plan for the future.
• Professional development stipend and tuition reimbursement for continuous learning.
• Employee wellness programs, mental health resources, and access to a dedicated wellness coach.
• Equity participation in a company that is rapidly scaling and poised for global impact.
• Access to cutting‑edge technology tools and platforms that empower you to deliver exceptional customer experiences.

How to Apply

Ready to lead the next wave of customer success at brighthush? Submit your application through our careers portal or click the link below to start your journey with us.

Apply to this role

Closing Statement

Join brighthush and become part of a team that is not just building products, but building the future of healthcare. Your leadership will shape how scientists and clinicians around the world access the tools they need to bring life‑saving therapies to patients. If you are passionate about customer experience, data‑driven strategy, and global impact, we want to hear from you.

Apply today and help us accelerate the real‑life impact of tomorrow’s science and technology.