Remote Customer Operations Manager – Gainsight Playbook & Lifecycle Automation Specialist

About brighthush

brighthush is a forward‑thinking, AI‑driven platform that empowers professionals to uncover actionable insights and make data‑backed decisions faster than ever before. With a global footprint and a culture that prizes curiosity, collaboration, and continuous learning, brighthush is redefining how businesses harness information to drive growth and innovation. Our mission is simple: to turn complex data into clear, strategic advantage for our customers, partners, and employees alike.

Why This Role Matters

In the fast‑moving world of B2B SaaS, the ability to translate customer data into timely, high‑impact actions is a competitive differentiator. As the Customer Operations Manager – Gainsight Playbook & Lifecycle Automation Specialist, you will be the linchpin that turns our customer lifecycle strategy into a scalable, data‑driven reality. You will own the entire lifecycle of Gainsight Customer Success Platform (CSP) playbooks, ensuring they are built, tested, deployed, and continuously optimized to deliver measurable value to our customers and internal stakeholders.

Key Responsibilities

• End‑to‑End Playbook Ownership – Lead the full lifecycle of Gainsight CSP playbooks, from gathering requirements with Lifecycle Marketing, Customer Success, and RevOps teams, through configuration, rigorous testing, and launch. Your work will directly influence how our teams engage with customers at every touchpoint.
• Human Handoff & Alert Logic Design – Partner with RevOps to craft precise, low‑noise alerting logic that routes the right signals to the right owners at the right time. You will balance automation with human judgment, ensuring minimal false positives and no missed triggers.
• Build Quality & Standards Enforcement – Establish and maintain naming conventions, documentation standards, QA/testing protocols, and version control practices. Your standards will enable playbooks to scale cleanly as new use cases and teams are added.
• Live Playbook Monitoring & Issue Resolution – Continuously monitor live playbooks and alerts, proactively identifying and resolving breakage, logic drift, or data issues before they impact customers. You will own the health of our playbook ecosystem.
• Data Architecture Collaboration – Work closely with Lifecycle Lead and RevOps to understand CRM, health score inputs, product usage data, and other system dependencies that feed CSP logic. Flag upstream issues that could compromise playbook accuracy.
• Documentation & Auditability – Build and maintain comprehensive internal documentation covering playbook logic, ownership, and change history. This will support auditability and smooth handoffs as the team scales.
• Portfolio Optimization – Continuously evaluate the playbook portfolio for redundancy, performance, and opportunities for consolidation or optimization as lifecycle and adoption strategies evolve.
• Subject Matter Expertise – Serve as the go‑to Gainsight CSP expert for Customer Marketing, advising lifecycle marketing and CS stakeholders on capabilities, constraints, and best practices when building new initiatives.

Essential Qualifications

• 5+ years of hands‑on experience building and maintaining Gainsight CSP playbooks, rules, and workflows.
• Proven track record designing alerting or handoff logic between marketing/lifecycle systems and human teams (CS, Sales, RevOps).
• Strong systems‑thinking mindset with a history of building for scale – able to anticipate where logic will break as volume, segments, or use cases multiply.
• Experience partnering closely with RevOps or CS Ops on shared data models, CRM integrations, and cross‑system dependencies.
• Rigorous approach to QA and documentation; comfortable establishing process and standards where none exist.
• Analytical mindset with the ability to troubleshoot logic issues independently and communicate root cause clearly to non‑technical stakeholders.
• Excellent cross‑functional communication and project management skills; able to manage multiple concurrent build requests and competing priorities.
• Familiarity with customer health scoring, lifecycle segmentation, or adoption frameworks.
• B2B SaaS experience.
• Background in Customer Marketing, Customer Success, or RevOps is highly relevant.

Preferred Qualifications

• Experience with other customer success platforms (e.g., Totango, ChurnZero) or data orchestration tools.
• Knowledge of data privacy regulations (GDPR, CCPA) and how they impact customer data usage.
• Hands‑on experience with SQL or data querying languages.
• Certifications in Gainsight or related customer success technologies.

What You’ll Bring to the Team

• Strategic Vision – Ability to translate high‑level lifecycle strategy into concrete, scalable playbooks.
• Technical Acumen – Comfortable navigating complex data ecosystems and troubleshooting logic at scale.
• Collaboration & Influence – Skilled at building consensus across Marketing, CS, RevOps, and Engineering.
• Detail Orientation – Meticulous in documentation, QA, and version control to ensure reliability.
• Continuous Improvement Mindset – Constantly seeking ways to refine playbooks, reduce noise, and increase impact.

Career Growth & Learning Opportunities

At brighthush, we believe that growth is a shared journey. As a Customer Operations Manager, you will:

• Lead cross‑functional initiatives that shape the future of our customer success strategy.
• Mentor junior team members and share best practices across departments.
• Participate in leadership‑level strategy sessions, gaining exposure to executive decision‑making.
• Access a robust learning ecosystem, including internal workshops, industry conferences, and a generous budget for certifications.
• Move into senior roles such as Customer Success Lead, RevOps Director, or Product Strategy Manager based on performance and interest.

Work Environment & Culture

brighthush thrives on a culture of transparency, autonomy, and impact. Key cultural pillars include:

• Remote‑First Flexibility – Work from anywhere in the USA with a fully supported remote setup.
• Data‑Driven Decision Making – Every initiative is backed by data, ensuring that decisions are objective and measurable.
• Collaborative Spirit – Cross‑functional teams work side‑by‑side, sharing knowledge and celebrating wins together.
• Continuous Feedback Loop – Regular 1:1s, performance reviews, and peer feedback keep everyone aligned and growing.
• Inclusive & Diverse – We celebrate diverse perspectives and foster an inclusive environment where every voice matters.

Compensation & Benefits

While specific figures are tailored to experience and market conditions, brighthush offers a competitive total rewards package that typically includes:

• Base salary commensurate with experience and market benchmarks.
• Performance‑based bonus potential, rewarding tangible impact on customer success metrics.
• Equity options, allowing you to share in the company’s long‑term growth.
• Comprehensive health, dental, and vision insurance plans.
• 401(k) retirement plan with company match.
• Generous paid time off, including vacation, sick leave, and personal days.
• Professional development stipend and access to industry conferences.
• Flexible work hours and a fully remote work environment.

How to Apply

If you are passionate about turning data into action, thrive in a fast‑paced environment, and want to make a real impact on customer success, we want to hear from you. Submit your application through the link below and join brighthush in shaping the future of AI‑powered insights.

Apply to this role at brighthush

Join brighthush – Where Insight Meets Impact

At brighthush, you’ll be part of a team that is not just building products, but building relationships, trust, and measurable success for our customers. Your work will directly influence how our clients engage with data, how our teams collaborate, and how we grow as a company. If you’re ready to bring your expertise, curiosity, and drive to a place where your contributions matter, we encourage you to apply today.