Senior Customer Operations Lead – End‑to‑End Post‑Sale Experience Architect & Growth Engineering Champion for Loyalty, Retention, and Revenue Growth at brighthush

About brighthush and the Opportunity

brighthush is a trailblazer in the hospitality technology space, redefining how short‑term rental owners and operators manage their businesses. Our cloud‑native SaaS platform blends powerful automation, real‑time analytics, and a human‑centric approach to help property owners streamline operations, elevate guest experiences, and scale revenue. With a mission that centers on curiosity, collaboration, and continuous improvement, brighthush is rapidly expanding across North America and beyond.

We are looking for a seasoned Senior Customer Operations Lead to own the entire post‑sale journey—from onboarding to renewal—and turn activated users into loyal advocates. This role is a hybrid of data science, process design, and customer experience, and it sits at the nexus of Sales, Customer Success, Product, and Marketing. If you thrive on turning data insights into tangible growth, enjoy designing seamless customer journeys, and want to shape the future of hospitality tech, brighthush invites you to join our mission‑driven team.

Key Responsibilities

As the strategic thought partner for executive leadership and the guardian of our customer operations infrastructure, you will:

• Own the Customer Journey. Map, analyze, and optimize every touchpoint—onboarding, expansion, renewal—using quantitative dashboards and qualitative customer feedback to identify friction, churn risk, and upsell opportunities.
• Design Lifecycle Programs. Define and implement lifecycle programs across brighthush and in‑app messaging. Work with Customer Marketing to set audience segments, craft targeted communications, and orchestrate cross‑functional campaigns that drive engagement and retention.
• Build and Maintain Data Infrastructure. Lead the development of a unified customer data platform that aggregates usage, support, and financial metrics. Ensure data integrity, create automated reporting pipelines, and provide actionable insights to product, sales, and marketing teams.
• Champion Process Excellence. Identify bottlenecks in the post‑sale workflow, propose scalable solutions, and implement best practices that reduce manual effort and improve response times.
• Drive Customer Advocacy. Cultivate a community of brand ambassadors by launching referral programs, gathering testimonials, and leveraging user‑generated content to amplify brand credibility.
• Collaborate Across Functions. Partner with Product to inform roadmap decisions, with Sales to align upsell strategies, and with Marketing to synchronize messaging. Act as the voice of the customer in all cross‑functional initiatives.
• Mentor and Lead. Guide a growing team of Customer Success Specialists, providing coaching, performance feedback, and career development plans.
• Measure Impact. Define key performance indicators (KPIs) such as Net Promoter Score (NPS), churn rate, expansion revenue, and customer lifetime value (CLV). Use these metrics to iterate on programs and report progress to senior leadership.

Essential Qualifications

• 10+ years of experience in customer success, operations, or related roles within SaaS or high‑growth tech companies.
• Proven track record of designing and scaling customer lifecycle programs that drive retention and expansion.
• Strong analytical mindset with proficiency in SQL, data visualization tools (Tableau, Looker, Power BI), and Excel.
• Experience building or managing customer data platforms, including data warehousing, ETL pipelines, and reporting dashboards.
• Excellent communication skills—able to translate complex data into clear, actionable insights for both technical and non‑technical audiences.
• Leadership experience: managing a team of 5+ customer success or operations professionals.
• Deep understanding of the short‑term rental or hospitality industry is a plus.
• Comfortable working in a fast‑paced, high‑growth environment with ambiguity and rapid change.

Preferred Qualifications

• Experience with customer success platforms such as Gainsight, Totango, or similar.
• Background in growth engineering, product analytics, or customer experience design.
• Knowledge of API integrations and experience working with engineering teams to build customer‑facing features.
• Fluency in multiple languages, especially Spanish or French, to support a diverse customer base.
• Certification in Customer Success Management (CSM) or related fields.

Skills & Competencies

• Strategic Thinking. Ability to see the big picture while paying attention to detail.
• Data‑Driven Decision Making. Comfortable turning raw data into strategic actions.
• Process Optimization. Skilled at mapping workflows, identifying inefficiencies, and implementing scalable solutions.
• Customer‑Centric Mindset. Passion for delivering exceptional experiences and turning pain points into opportunities.
• Cross‑Functional Collaboration. Proven ability to work effectively with product, engineering, sales, and marketing teams.
• Leadership & Coaching. Experience building high‑performing teams and fostering a culture of continuous learning.
• Communication. Strong written and verbal skills, with the ability to influence stakeholders at all levels.
• Adaptability. Thrive in a dynamic environment, pivoting quickly when priorities shift.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is as dynamic as our product roadmap. You will:

• Progress from Senior Customer Operations Lead to Director of Customer Success, overseeing a global team and shaping the company’s customer strategy.
• Gain exposure to product strategy, data science, and executive leadership, positioning you for future C‑suite roles.
• Participate in a robust learning program that includes mentorship, leadership workshops, and access to industry conferences.
• Contribute to open‑source projects and community initiatives that enhance the short‑term rental ecosystem.

Work Environment & Company Culture

brighthush is built on a foundation of transparency, empowerment, and innovation. Our culture encourages:

• Remote‑first flexibility with optional on‑site retreats and hackathons.
• Inclusive hiring practices that celebrate diverse perspectives.
• Regular “Ask Me Anything” sessions with founders and product leaders.
• Quarterly hack days where teams prototype new features or process improvements.
• Well‑being initiatives such as virtual fitness classes, mental health days, and a generous PTO policy.

Compensation, Perks, and Benefits

While specific figures vary by experience and location, brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with market rates for senior leadership in SaaS.
• Performance‑based bonuses tied to customer health metrics and company growth.
• Equity options that allow you to share in the company’s long‑term success.
• Comprehensive health, dental, and vision insurance.
• 401(k) plan with company match.
• Unlimited vacation policy to support work‑life balance.
• Professional development stipend for courses, certifications, and conferences.
• Monthly wellness stipend and access to virtual fitness platforms.

Why Join brighthush?

At brighthush, you will be part of a mission‑driven team that is reshaping how the world experiences short‑term rentals. You will:

• Lead initiatives that directly impact millions of guests and property owners.
• Work alongside passionate engineers, designers, and marketers who are committed to continuous improvement.
• Shape the future of customer operations in a fast‑growing SaaS company.
• Enjoy a culture that values curiosity, collaboration, and personal growth.

Ready to Make an Impact?

If you are a data‑savvy, customer‑centric leader ready to drive growth and elevate the post‑sale experience at brighthush, we want to hear from you. Apply today and help us turn every customer interaction into a lasting partnership.