Senior Customer Experience & Feedback Analytics Lead – Driving B2B SaaS Growth, Data‑Powered Customer Success, and Product Innovation at brighthush

About brighthush

brighthush is more than a technology vendor; we are the catalyst that propels the next wave of enterprise content solutions. With a presence that spans North America, Latin America, and Europe, we empower organizations to harness intelligent automation, data‑driven insights, and a culture that turns curiosity into measurable impact. Our mission is simple yet ambitious: transform every customer interaction into a lever for growth, innovation, and lasting loyalty. If you thrive on turning raw data into strategic stories, brighthush is the place where your expertise will shape the future of enterprise content solutions.

Why brighthush?

At brighthush, we believe that the heart of every successful SaaS company lies in its ability to listen, learn, and act on customer feedback. As the Senior Customer Experience & Feedback Analytics Lead, you will be at the forefront of this mission, turning insights into action and driving tangible business outcomes. We offer a remote‑first culture that values flexibility, creativity, and continuous learning. Our teams collaborate across continents, share knowledge freely, and celebrate every milestone together—whether it’s a new feature launch, a customer success story, or a breakthrough in analytics.

Role Overview

As the Senior Customer Experience & Feedback Analytics Lead, you will be the strategic steward of our customer‑feedback ecosystem. You will design, launch, and continuously refine end‑to‑end feedback programs that drive product enhancements, customer retention, and revenue growth. Your analytical acumen, combined with a deep understanding of B2B SaaS dynamics, will enable you to translate raw data into actionable insights that shape the future of our platform and the industry at large. You will serve as the bridge between customers and the teams that build and deliver the solutions they love.

Key Responsibilities

• Program Design & Execution: Build and manage comprehensive feedback programs across multiple touchpoints—surveys, NPS, CSAT, CES—using survey platforms, customer success platforms, and custom tools. Define cadence, sampling, and segmentation strategies that align with business objectives and customer lifecycle stages.
• Data Analysis & Insight Generation: Leverage business intelligence tools, CRM systems, and spreadsheet software to extract, model, and visualize survey data. Identify trends, pain points, and opportunities, and present findings to cross‑functional stakeholders in clear, compelling narratives.
• Closed‑Loop Feedback Management: Own the end‑to‑end closed‑loop process—capture insights, assign owners, track resolution, and report on impact. Ensure that every customer voice leads to tangible action and measurable improvement.
• Stakeholder Collaboration: Partner with Product, Engineering, Sales, and Customer Success teams to embed feedback insights into roadmap planning, feature prioritization, and go‑to‑market strategies. Act as the customer’s advocate in executive discussions.
• Process Optimization: Continuously evaluate and improve feedback workflows, tools, and metrics. Champion best practices in survey design, data hygiene, and reporting, and drive automation where possible.
• Thought Leadership: Stay abreast of industry trends in customer experience, B2B SaaS, and analytics. Share insights through internal workshops, webinars, and external conferences, positioning brighthush as a thought leader.
• Team Leadership & Mentorship: Guide junior analysts and program managers, fostering a culture of curiosity, data‑driven decision making, and customer advocacy. Provide coaching, performance feedback, and career development support.

Essential Qualifications

• Minimum 3 years of program management or customer experience experience, with at least 2 years focused on customer‑feedback programs in a B2B SaaS environment.
• Proficiency in survey platforms, business intelligence tools, spreadsheet software, customer success platforms, and CRM systems. Demonstrated ability to build dashboards, automate reporting, and integrate data across platforms.
• Strong analytical mindset with a track record of turning complex data sets into clear, actionable insights.
• Excellent written and verbal communication skills, capable of presenting findings to senior leadership and technical teams.
• Experience managing cross‑functional projects, coordinating with Product, Engineering, Sales, and Customer Success.
• Fluency in English; additional languages are a plus.

Preferred Qualifications

• Advanced certifications in survey platforms, business intelligence tools, or CRM systems.
• Experience with AI‑driven sentiment analysis or predictive analytics in customer feedback.
• Background in data science or statistics, with knowledge of regression, clustering, or hypothesis testing.
• Prior leadership role in a high‑growth SaaS company.
• Knowledge of Costa Rica’s business environment and remote work best practices.

Skills & Competencies

• Strategic Thinking: Ability to align feedback initiatives with long‑term business goals.
• Project Management: Proven track record of delivering complex programs on time and within scope.
• Data Storytelling: Translate numbers into narratives that resonate with diverse audiences.
• Customer Advocacy: Deep empathy for customer journeys and a passion for improving experience.
• Collaboration & Influence: Work effectively across silos and influence decision makers.
• Adaptability: Thrive in a fast‑moving, constantly evolving SaaS landscape.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is as dynamic as the industry we serve. As the Senior Customer Experience Lead, you will:

• Progress to a Director of Customer Experience or Head of Customer Insights role, overseeing a global team.
• Lead cross‑functional initiatives that shape product strategy and market positioning.
• Participate in executive‑level strategy sessions, influencing company‑wide priorities.
• Access continuous learning resources, including internal workshops, external conferences, and a generous budget for certifications.
• Benefit from mentorship programs that pair you with senior leaders across the organization.

Work Environment & Company Culture

brighthush champions a culture of transparency, innovation, and work‑life balance. Our remote‑first model, based in Costa Rica, offers:

• Flexible working hours that respect personal commitments.
• Fully equipped home office stipend and ergonomic support.
• Regular virtual team‑building events, hackathons, and wellness challenges.
• A collaborative environment where ideas are valued, and experimentation is encouraged.
• Commitment to diversity, equity, and inclusion, fostering a sense of belonging for all employees.

Compensation & Benefits

While specific figures vary based on experience and market conditions, brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with industry standards for senior roles in B2B SaaS.
• Performance‑based bonuses tied to program impact and company growth.
• Equity options that allow you to share in the company’s success.
• Comprehensive health, dental, and vision insurance for you and your dependents.
• 401(k) matching program to support your long‑term financial goals.
• Generous paid time off, parental leave, and flexible vacation policies.
• Professional development budget covering courses, certifications, and conferences.
• Wellness stipend, mental health resources, and access to virtual fitness classes.

How to Apply

If you are ready to lead the next wave of customer‑centric innovation and help shape the future of enterprise content solutions, we want to hear from you. Submit your resume and a brief cover letter outlining how your experience aligns with the responsibilities and qualifications above. Join brighthush and turn customer insights into strategic advantage.