Senior Customer Operations Manager – German‑Speaking, Remote – AI‑Powered B2B Software Success & Customer Experience Champion – Lead Global Onboarding & Continuous Improvement at brighthush

About brighthush – Pioneering the Future of Travel Tech

brighthush is not just a software company; it is the catalyst that is reshaping the travel industry. By fusing cutting‑edge artificial intelligence with deep domain expertise, we empower tour operators, travel agencies, airlines, and hospitality partners to deliver unforgettable journeys while operating at peak efficiency. Our platform turns raw data into actionable intelligence, enabling our clients to make smarter decisions, reduce costs, and delight travelers worldwide. If you thrive at the intersection of technology, customer success, and travel, brighthush offers a stage where your expertise can shape an entire industry.

Why This Role Is a Game‑Changer for Your Career

As a Senior Customer Operations Manager, you will be the linchpin between our clients and the product that powers them. Your strategic vision will guide onboarding, integration, and continuous improvement, while your day‑to‑day execution will directly influence revenue, retention, and brand perception. Working remotely from anywhere in Switzerland, you’ll collaborate with a global, high‑performing team that values transparency, creativity, and relentless focus on results. This role blends leadership, hands‑on execution, and AI‑driven innovation, positioning you at the forefront of the travel‑tech revolution.

Your Impact on Our Clients

In this role you will:

• Champion the client journey – From the first discovery call to the final go‑live, you will own the entire lifecycle, ensuring a seamless experience that drives adoption and advocacy.
• Translate business needs into technical solutions – Work closely with engineering and product to design, test, and deploy API integrations that meet client specifications.
• Drive data‑driven process improvements – Identify bottlenecks, propose automation, and implement AI tools that streamline workflows and elevate the customer experience.
• Measure success and iterate – Track NPS, churn, adoption rates, and support ticket volume to uncover trends and recommend actionable improvements.

Key Responsibilities – Your Day‑to‑Day Impact

• Customer Relationship Stewardship: Build and nurture long‑term partnerships with German‑speaking clients, acting as their primary advocate within brighthush. Foster trust through proactive communication, tailored solutions, and a deep understanding of their business objectives.
• End‑to‑End Onboarding Leadership: Own the full onboarding lifecycle—from initial discovery to go‑live. Develop comprehensive project plans, coordinate cross‑functional resources, and ensure milestones are met on time and within scope.
• Technical Integration Champion: Collaborate closely with engineering and product teams to design, test, and deploy API integrations that meet client specifications. Translate business requirements into technical deliverables and monitor integration performance.
• Process Optimization & Automation: Identify bottlenecks in the customer journey, propose data‑driven improvements, and implement automation where possible. Use AI tools to streamline workflows, reduce manual effort, and enhance the overall customer experience.
• Stakeholder Communication & Reporting: Provide clear, actionable status updates to internal stakeholders and clients. Translate complex technical details into concise insights that inform decision‑making.
• Knowledge Management & Training: Create and maintain onboarding documentation, best‑practice guides, and training materials for both clients and internal teams. Facilitate workshops and knowledge‑sharing sessions to elevate the entire organization.
• Performance Analytics & Continuous Improvement: Track key metrics such as NPS, churn, adoption rates, and support ticket volume. Use data to uncover trends, diagnose issues, and recommend improvements that drive customer success.

Tools & Technologies You’ll Use

In this role you will work with:

• API integration platforms (e.g., Postman, Swagger, or custom RESTful services)
• Project management tools (Jira, Asana, Trello)
• Customer success platforms (Gainsight, Totango, or similar SaaS stacks)
• Analytics dashboards (Tableau, Power BI, or custom BI solutions)
• AI & automation tools (ChatGPT, GPT‑4, RPA solutions)

Essential Qualifications – What We Expect From You

• Minimum of 4 years of experience in a customer‑facing role within B2B software, preferably in SaaS or a tech‑enabled travel environment.
• Strong background in Delivery or Technical Project Management, with a proven track record of delivering projects on time, within budget, and to high quality standards.
• Fluency in German and English, both written and spoken, with the ability to articulate complex technical concepts to non‑technical stakeholders.
• Demonstrated expertise in project planning, risk mitigation, and stakeholder management.
• Exceptional communication and interpersonal skills, with a knack for building rapport and trust with clients.
• Organizational excellence: adept at juggling multiple priorities, managing stakeholder expectations, and driving cross‑functional collaboration.
• AI‑first mindset: enthusiasm for leveraging AI tools to enhance customer success and operational efficiency.

Preferred Qualifications – Bonus Points That Set You Apart

• Experience in the travel‑tech or hospitality industry, with a deep understanding of the unique challenges faced by tour operators and airlines.
• Hands‑on experience with customer success platforms such as a modern SaaS success stack.
• Knowledge of API integration best practices and experience coordinating technical teams.
• Project Management Professional (PMP) or equivalent certification.
• Previous remote work experience, especially within a distributed team across Switzerland.

Core Skills & Competencies – What You’ll Bring to the Table

• Project Management: Proficiency in Agile & Waterfall methodologies, with a proven ability to lead cross‑functional teams.
• Technical Acumen: Understanding of API integrations, data pipelines, and cloud services.
• Customer Success: Expertise in onboarding, adoption, churn reduction, and upsell strategies.
• Communication: Clear, concise, and persuasive written and verbal communication.
• Analytical Thinking: Ability to interpret data, identify trends, and recommend actionable improvements.
• Collaboration: Cross‑functional teamwork with engineering, product, sales, and marketing.
• Adaptability: Thrives in a fast‑paced, evolving environment.

Career Growth & Development – Your Path Forward at brighthush

At brighthush, we believe that talent should be nurtured, not just hired. As a Senior Customer Operations Manager, you will have a clear trajectory toward senior leadership roles, including Director of Customer Success or Head of Customer Operations. You will also have the opportunity to:

• Lead cross‑functional initiatives that shape product strategy and customer experience.
• Mentor junior team members and contribute to the development of the next generation of leaders.
• Participate in strategic projects that influence the direction of our AI‑driven platform.
• Attend industry conferences, workshops, and training programs to stay ahead of emerging trends.

Work Environment & Company Culture – Where Innovation Meets Collaboration

brighthush thrives on a culture that values curiosity, accountability, and a shared passion for travel. Our remote‑first approach means you can work from anywhere in Switzerland while staying connected to a vibrant, global community. Daily stand‑ups, weekly retrospectives, and a lively virtual community keep us aligned across time zones. We celebrate successes, learn from challenges, and continuously iterate on our processes. Diversity, inclusion, and collaboration are not buzzwords for us—they are the foundation of everything we do.

Compensation, Perks, and Benefits – We Care About Your Well‑Being

• Competitive Salary & Equity: A market‑aligned base salary complemented by performance‑based bonuses and equity options.
• Generous Paid Time Off: Unlimited vacation days, public holidays, and a flexible work‑from‑home policy.
• Health & Wellness: Comprehensive health insurance, mental health support, and a wellness stipend.
• Learning & Development: Annual learning budget, access to industry conferences, and internal knowledge‑sharing sessions.
• Technology & Tools: State‑of‑the‑art hardware, software, and AI tools to help you work smarter.
• Inclusive Culture: A diverse, inclusive, and collaborative environment where every voice is heard.
• Remote Flexibility: Work from anywhere in Switzerland with a fully equipped home office setup.

How to Apply – Join the brighthush Family

If you are ready to bring your customer‑centric mindset, project management expertise, and AI enthusiasm to a company that is redefining travel tech, we would love to hear from you. Click the link below to submit your application and become part of the brighthush journey.