Director of Customer Success Operations – Strategic Leadership for Scalable SaaS Growth at brighthush

About brighthush

brighthush is the global leader in AI‑powered marketing solutions for multi‑location businesses. Leveraging its proprietary Genius AI™ platform and a suite of Genius Agents™, brighthush delivers a digital workforce that can handle the workload of thousands of local marketers, enabling brands to achieve unparalleled digital visibility, deepen customer engagement, and accelerate growth at scale.

Recognized by industry analysts as one of the world’s most innovative companies, brighthush powers nearly a thousand top brands across diverse sectors. Founded in 2012 and backed by leading strategic investors, brighthush is redefining how multi‑location brands manage and scale their marketing initiatives.

Why This Role Matters

The Director of Customer Success Operations will be the strategic quarterback for the entire post‑sales journey. Partnering directly with the Chief Customer Officer and the executive leadership team, you will design, implement, and continuously refine the processes, programs, and technology stack that empower brighthush’s Customer Success organization to deliver measurable value, drive revenue expansion, and safeguard long‑term customer loyalty.

Key Responsibilities

• Strategic Insight & Cross‑Functional Alignment: Maintain a holistic view of brighthush’s business drivers, translating data into actionable insights that improve customer health, adoption, and satisfaction.
• Process Architecture & Playbook Development: Design, document, and evolve end‑to‑end playbooks for onboarding, training, support, expansion, renewal, and churn mitigation, ensuring repeatable and scalable delivery.
• Technology Stewardship: Own the implementation and optimization of the customer success tech stack—including Salesforce, Gainsight, MindTickle, Service Cloud, Salesloft, and Pardot—maximizing functionality and integration across the lifecycle.
• Data Quality & Governance: Partner with data engineering and product teams to guarantee accurate, unified customer records, establishing standards that drive reliable reporting and decision‑making.
• KPI Definition & Dashboard Management: Create and maintain real‑time dashboards, KPIs, and workflow automations that surface risk, highlight expansion opportunities, and enable proactive intervention.
• Executive Reporting & Insight Generation: Deliver scheduled and ad‑hoc reports to the executive team, translating raw data into strategic recommendations that influence product roadmaps and go‑to‑market strategies.
• Training & Enablement Leadership: Develop comprehensive training curricula for new hires and ongoing enablement, ensuring the Customer Success team is proficient in processes and technology.
• Collaboration with Product & Engineering: Act as the voice of the customer within product development, championing serviceability, roadmap prioritization, and quality enhancements that boost retention.
• Financial Forecasting & Compensation Alignment: Work with finance and leadership to refine renewal, expansion, and churn forecasts, linking compensation models to measurable outcomes.
• Revenue Expansion Enablement: Use data‑driven insights to identify high‑potential accounts for upsell and cross‑sell, partnering with CSMs and sales executives to execute growth plans.
• Workforce Planning & Capacity Management: Analyze CSM workload, account distribution, and hiring needs, providing recommendations that balance scalability with service excellence.
• Root Cause Analysis & Continuous Improvement: Lead post‑mortem investigations on lost accounts, develop corrective action plans, and embed learnings into process enhancements.
• Technology Roadmap Management: Define and prioritize the evolution of tools and platforms that support the Customer Success organization, ensuring alignment with brighthush’s strategic objectives.
• Additional Leadership Duties: Undertake any other responsibilities as assigned by senior leadership, contributing to the overall success of brighthush.

Essential Qualifications

• 7+ years of proven experience in customer success operations, sales operations, or business operations within a SaaS environment.
• Demonstrated ability to communicate complex concepts clearly, both verbally and in writing, to audiences ranging from front‑line staff to C‑level executives.
• Solution‑oriented mindset with a track record of solving intricate customer challenges at the enterprise level.
• Strong interpersonal skills and a history of successful cross‑functional collaboration.
• Exceptional analytical and problem‑solving abilities, with a talent for quickly synthesizing data into actionable insights.
• Comfort and experience influencing senior leadership and executive stakeholders.
• Advanced proficiency in Microsoft Office (Word, PowerPoint, Excel) and hands‑on experience with Salesforce; familiarity with Gainsight, MindTickle, Service Cloud, Salesloft, or Pardot is a plus.
• Leadership capability to guide internal teams and external customer resources toward shared outcomes.
• Background in SaaS, social media management, or enterprise software solutions.
• Bachelor’s degree in a relevant field; advanced degree (MA/MS/MBA) preferred.
• Coachability, openness to feedback, and a relentless commitment to personal and professional growth.

Preferred Skills & Attributes

• Experience building and scaling customer success playbooks in high‑growth environments.
• Proven success in designing and operationalizing KPI frameworks that directly impact revenue retention and expansion.
• Hands‑on experience managing complex technology integrations and data migrations.
• Ability to translate product features into tangible business outcomes for customers.
• Passion for mentoring and developing high‑performing teams.

Compensation & Benefits

brighthush offers a competitive base salary range of $150,000 – $187,000 USD, with final compensation determined by experience, skill set, and education. In addition to base pay, you will be eligible for performance‑based bonuses, equity participation, and a comprehensive benefits package that includes:

• Medical, dental, and vision insurance plans.
• Wellness incentives and quarterly wellness days.
• 401(k) plan with generous employer match.
• Flexible paid time off and paid holidays.
• Remote‑first work environment with flexible scheduling.
• Unique employee engagement programs that foster community and collaboration.
• Continuous learning budget for certifications, conferences, and professional development.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is limited only by your ambition. As Director of Customer Success Operations, you will:

• Partner directly with C‑level leadership, gaining visibility into strategic decision‑making.
• Shape the future of a rapidly expanding SaaS business, influencing product direction and market positioning.
• Lead a high‑impact team, building managerial depth and succession pipelines.
• Access a robust learning ecosystem, including mentorship programs, leadership workshops, and cross‑functional rotations.
• Potentially progress to senior executive roles such as VP of Customer Success or Chief Operating Officer as the organization scales.

Work Environment & Culture at brighthush

brighthush thrives on a collaborative, dynamic culture where innovation is celebrated and every voice matters. Our “brighthushians” work from anywhere in the world, united by a shared purpose to empower brands through AI‑driven marketing. Key cultural pillars include:

• Customer‑Centricity: Every decision is filtered through the lens of delivering exceptional value to our customers.
• Data‑Driven Experimentation: We encourage bold hypotheses, rapid testing, and learning from outcomes.
• Agile Collaboration: Cross‑functional squads break down silos, fostering speed and creativity.
• Inclusivity & Belonging: Diverse perspectives are not only welcomed—they are essential to our success.
• Work‑Life Harmony: Flexible schedules, remote work, and wellness initiatives support personal well‑being.

How to Apply

If you are a strategic leader with a passion for building world‑class customer success operations, we want to hear from you. Join brighthush and play a pivotal role in shaping the future of AI‑powered marketing for multi‑location brands worldwide.

Ready to make an impact? Apply to this role now and start your journey with brighthush.

Closing Statement

brighthush is more than a workplace—it’s a mission‑driven community where your expertise will directly influence the success of thousands of brands and the growth of a market‑leading technology platform. Take the next step in your career and help us redefine what’s possible in AI‑enabled marketing.