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

About brighthush – Shaping the Future of Hospitality Technology

brighthush is not just a SaaS platform; it’s a movement that redefines how short‑term rental owners and operators manage their businesses. With a cloud‑native architecture, real‑time analytics, and a human‑centric approach, we empower property owners to streamline operations, elevate guest experiences, and scale revenue like never before. Our mission is simple yet powerful: to ignite curiosity, foster collaboration, and drive continuous improvement across the hospitality ecosystem. As we expand across North America and beyond, we’re looking for visionary leaders who can help us turn every customer interaction into a lasting partnership.

The Role – Your Opportunity to Lead, Innovate, and Grow

As the Senior Customer Operations Lead, you will own the entire post‑sale journey—from onboarding to renewal—and transform activated users into loyal advocates. This hybrid role blends data science, process design, and customer experience, sitting 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.

Why This Role Matters

In a market where travelers demand frictionless booking experiences and hosts seek tools that reduce manual work while maximizing revenue, the post‑sale experience is the linchpin of success. Your strategic leadership will ensure that every customer interaction not only meets but exceeds expectations, driving retention, expansion, and advocacy at scale.

Key Responsibilities – What You’ll Do Every Day

• Own the Customer Journey. Map, analyze, and optimize every touchpoint—onboarding, expansion, renewal—using quantitative dashboards and qualitative feedback to identify friction, churn risk, and upsell opportunities.
• Design Lifecycle Programs. Define and implement lifecycle programs across brighthush and in‑app messaging. Partner 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.

Strategic Projects You’ll Own

• Launch a predictive churn model that identifies at‑risk accounts 30 days before renewal.
• Develop a cross‑channel engagement framework that integrates email, in‑app, and SMS to boost upsell conversion by 15%.
• Implement a data‑driven customer health score that feeds into the sales pipeline for proactive outreach.
• Create a community forum for power users, driving peer‑to‑peer support and generating valuable user‑generated content.

Essential Qualifications – What We Expect

• 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 (brighthush), 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 – Bonus Points

• Experience with customer success platforms such as brighthush.
• 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 – What Makes You Successful

• 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 – Your Path to Impact

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.
• Lead cross‑functional innovation sprints that directly influence product development and go‑to‑market strategies.

Work Environment & Company Culture – Where Innovation Meets Inclusion

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.
• Community‑building events that bring together hosts, guests, and industry experts.

Compensation, Perks, and Benefits – A Total Rewards Package That Reflects Your Value

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.
• Access to a global network of industry experts and thought leaders.

Why Join brighthush? – The Impact You’ll Make

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.
• Be recognized for turning data insights into real‑world business outcomes.

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.