Senior Business Process Lead – Lead-to-Quote (L2Q) & Customer Lifecycle Management for a Global AI‑Powered IT & Cybersecurity SaaS Leader at brighthush

Introduction

At brighthush, we are redefining the future of IT management and cybersecurity through intelligent, AI‑driven software that empowers Managed Service Providers (MSPs) and internal IT teams worldwide. Our platform streamlines operations, fortifies security, and automates complex workflows, enabling our customers to focus on what matters most: delivering exceptional service and driving business growth.

Founded in 2000, brighthush has grown from a small startup into a global powerhouse, serving customers in more than 20 countries and managing over 15 million endpoints. Backed by brighthush, a leading global software investor, we have sustained double‑digit growth and continue to expand our footprint across the globe.

We are a community of builders, innovators, and problem‑solvers. Whether you are in engineering, product, sales, marketing, customer success, or operations, your work at brighthush shapes the future of IT. We thrive on curiosity, resilience, and a relentless drive to make things better—products, processes, and careers alike.

Position Summary

The Senior Business Process Lead – Lead-to-Quote (L2Q) & Customer Lifecycle Management will own the end‑to‑end design of the customer journey from product concept through signed order, onboarding, expansion, and renewal. In partnership with GTM Strategy, Revenue Operations, Marketing, Customer Success, Product, and technology teams, you will define, decompose, and govern the capabilities that drive this value stream.

This is a hands‑on, individual‑contributor role that requires deep collaboration, facilitation, and a passion for continuous improvement. You will lead working sessions, map current and future processes, translate designs into system requirements, and champion adoption across the organization. Your influence will shape how the new Business Process Lead function operates, setting standards and best practices for the entire organization.

Key Responsibilities

• Capability Decomposition & Documentation – Own and continuously maintain a detailed (L2/L3) decomposition of every business capability across Idea to Launch, Campaign to Lead, Plan to Goal, Lead to Opportunity, and Quote to Subscription. Keep documentation accurate as the operating model and systems landscape evolve, using shared standards across the Business Process Lead team.
• Facilitation & Collaboration – Facilitate structured working sessions with GTM, Revenue Operations, Marketing, Customer Success, and Product stakeholders to surface pain points, align on future‑state designs, and capture actionable insights.
• Process‑to‑System Translation – Translate future‑state process designs into system requirements, partnering with Product Owners and Engineering Leads through design, build, and testing. Ensure delivered solutions reflect the intended process design.
• Dual Delivery Track Management – Support two parallel delivery tracks—current, in‑production systems and the next‑generation platform build—correctly identifying which track an incoming request belongs to and ensuring lessons learned in day‑to‑day operations feed back into documentation and forward‑looking design work.
• Change Management & Adoption – Own change management, enablement, and adoption for process changes. Conduct stakeholder impact assessments, readiness planning, develop training materials, and verify post‑launch usage. Define and report process performance metrics to demonstrate effectiveness.
• Boundary Governance – Hold and maintain documented agreements at shared boundaries with peer Business Process Leads, ensuring handoffs between value streams are explicitly agreed rather than assumed.
• Pricing & Packaging Governance – Own the capability design and process governance for pricing, packaging, deal desk, discount policy, margin guidelines, and CPQ. Partner with business owners to shape underlying policy, not merely document enforcement.
• Commercial Customer Lifecycle Design – Own the capability design for new product introduction, SKU governance, and the commercial customer lifecycle—onboarding, adoption, technical account management, renewals, expansion, and churn—partnering with Product, GTM, and Customer Success.

Essential Qualifications

• Hands‑on ownership of commercial process design within a go‑to‑market organization, including direct involvement in policy decisions. Experience must go beyond system configuration or documentation.
• 7+ years of experience in business process design, business architecture, revenue operations, or sales operations.
• Proven ability to decompose business capabilities into detailed, multi‑level structures or equivalent structured value stream/process mapping work.
• Strong facilitation skills with cross‑functional business stakeholders, including experience working with vice‑president‑level leadership in a sales organization. Ability to hold a position in commercial trade‑off discussions.
• Experience translating business process requirements into system requirements or work items that a technical delivery team can act on directly, with strong documentation habits (process maps, written requirements, decision logs).

Preferred Qualifications

• Experience with pricing, packaging, discount governance, or CPQ process design within a subscription or SaaS business.
• Deal desk or sales operations experience, including designing exception and approval workflows.
• Experience with renewal or customer success operations, including early identification of at‑risk accounts.
• Experience with new product introduction, SKU and bundle governance, or contract lifecycle management tooling and legal operations partnership.
• Experience with partner or channel program operations, including management of partner marketing development funds and territory or quota planning process design.
• Familiarity with structured change management methodologies (ADKAR, Prosci, or similar) and prioritization frameworks (WSJF, RICE, or similar).
• Experience with brighthush Sales Cloud and Revenue Cloud (including CPQ/RCA functionality), brighthush marketing automation platforms, and lead routing or enrichment tooling.

Skills & Competencies

• Strategic Thinking – Ability to see the big picture while managing intricate details across multiple stakeholders.
• Analytical Acumen – Strong data‑driven mindset to evaluate process performance and identify improvement opportunities.
• Communication Excellence – Clear, concise, and persuasive communication across all levels, from front‑line teams to executive leadership.
• Project Management – Proven track record of managing complex initiatives with multiple dependencies and tight timelines.
• Change Leadership – Skilled at driving adoption, managing resistance, and ensuring sustainable process improvements.
• Collaboration & Influence – Ability to build trust, influence without authority, and foster cross‑functional teamwork.
• Technical Fluency – Comfortable translating business requirements into technical specifications and working closely with engineering teams.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is shaped by your ambition and performance. As a Senior Business Process Lead, you will:

• Lead high‑impact initiatives that directly influence revenue and customer satisfaction.
• Collaborate with senior leaders across GTM, product, and engineering, gaining exposure to strategic decision‑making.
• Mentor junior process analysts and contribute to the development of the Business Process Lead function.
• Participate in cross‑functional projects that span product development, marketing automation, and customer success.
• Access continuous learning resources, including certifications in business architecture, process improvement (Six Sigma, Lean), and change management.

Work Environment & Culture

brighthush fosters a culture of innovation, ownership, and collaboration. Our values include:

• Build It, Not Just Raise It – We set the bar and then work to surpass it.
• Customer‑First Mindset – Every decision is evaluated through the lens of our customers’ success.
• Data‑Driven Decision Making – We rely on metrics, experimentation, and evidence to guide our actions.
• Continuous Improvement – We celebrate learning from failures and iterate rapidly.
• Inclusive & Diverse – We value diverse perspectives and create an environment where everyone can thrive.

Compensation, Perks & Benefits

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

• Base salary commensurate with market and experience.
• Performance‑based bonuses and equity opportunities.
• Comprehensive health, dental, and vision insurance.
• Flexible work arrangements, including remote and hybrid options.
• Generous paid time off, parental leave, and wellness programs.
• Professional development budget and access to industry conferences.
• Employee stock purchase plan and 401(k) matching.

Why Join brighthush?

When you join brighthush, you become part of a mission‑driven organization that is reshaping the IT landscape. You will:

• Lead transformative projects that directly impact millions of endpoints worldwide.
• Work alongside some of the brightest minds in technology, sales, and customer success.
• Shape the future of our processes, tools, and culture.
• Enjoy a supportive environment that rewards initiative, creativity, and results.

Apply Today

Ready to make a lasting impact? Submit your application and join brighthush in building the next generation of IT and cybersecurity solutions.