Senior Customer Success Manager – Quality Assurance, Training & Escalations Leadership in a Remote‑First Loyalty Platform

About brighthush

brighthush is a nationally recognized leader in loyalty and customer experience, celebrated as a Top Workplace in the USA and a Top Remote Workplace. Our mission is to help brands forge lasting emotional connections with their consumers through innovative loyalty solutions and world‑class customer service. At brighthush, we believe that every team member is a leader, regardless of title or tenure. Our culture is built on collaboration, continuous learning, and a relentless pursuit of excellence.

Why brighthush?

• Flexible Work Environment: While our headquarters are located in sunny St. Petersburg, Florida, we embrace a fully remote‑first model that empowers you to work from anywhere.
• Work‑Life Balance: Enjoy flexible time off, nine company‑wide holidays, and a benefits suite that prioritizes your growth, development, and well‑being.
• Impactful Work: Partner with some of the world’s most recognized brands and shape the future of loyalty and customer experience.
• Growth & Development: Access to cutting‑edge training, mentorship, and career advancement opportunities.
• Diverse & Inclusive Culture: A values‑led organization where every voice is heard and every idea is valued.

Position Overview

As the Senior Customer Success Manager at brighthush, you will be the steward of operational readiness, agent development, and customer experience excellence across our Contact Center. You will lead a high‑performing team of Quality Assurance Analysts, Trainers, and Customer Success Specialists, ensuring that every agent is equipped with the tools, knowledge, and support needed to deliver exceptional experiences. Your strategic vision will drive scalability, automation, and continuous improvement, allowing the Senior Director to focus on long‑term growth initiatives.

Key Responsibilities

• Team Leadership & Development: Lead, coach, and mentor the Quality Assurance, Training, and Customer Success Specialist teams. Conduct performance evaluations, coaching sessions, and development planning. Facilitate hiring recommendations and interview processes.
• Operational Excellence: Own the day‑to‑day execution of training, quality, escalations, and support processes. Identify opportunities to improve scalability, efficiency, and automation.
• Training & Onboarding: Design, maintain, and continuously enhance onboarding, continuing education, certification, and client‑specific training programs. Measure training effectiveness and implement data‑driven improvements.
• Quality Assurance: Own all QA scorecards, scoring methodologies, documentation, and calibration standards. Ensure evaluations are accurate, actionable, and aligned with program requirements. Analyze quality trends and partner with Operations Leadership to develop improvement plans.
• Escalation Management: Lead the Customer Success Specialist team responsible for handling escalations, issue research, and operational support. Identify and communicate escalation trends, recurring customer concerns, and operational risks.
• Knowledge Management: Own the Contact Center knowledge management system, including SharePoint resources, process documentation, and knowledge articles. Partner with Account Leaders to keep content accurate and client‑aligned.
• Innovation & Automation: Drive the development and enhancement of AI‑powered support tools, chatbot content, and self‑service solutions. Identify opportunities to automate processes, reduce manual effort, and increase organizational scalability.
• Strategic Collaboration: Work closely with cross‑functional teams—Product, Engineering, Sales, and Account Management—to align customer success initiatives with business goals.

Essential Qualifications

• 10+ years of experience in customer success, quality assurance, or training within a contact center or customer experience environment.
• Proven track record of leading and scaling high‑performing teams in a remote‑first setting.
• Strong analytical skills with the ability to interpret data, identify trends, and translate insights into actionable improvement plans.
• Experience implementing automation, AI, or digital learning solutions to enhance training and support processes.
• Excellent communication and interpersonal skills, capable of influencing stakeholders at all levels.
• Demonstrated ability to develop and execute strategic initiatives that drive operational excellence.
• Strong project management skills, with a history of delivering complex initiatives on time and within budget.
• Comfortable with periodic travel to support business objectives, client engagements, and company events.

Preferred Qualifications

• Experience in the loyalty or rewards industry.
• Knowledge of AI‑driven customer support tools and chatbot development.
• Certifications in Quality Management, Customer Experience, or related fields.
• Fluency in multiple languages, especially Spanish or Mandarin.
• Experience with SharePoint, LMS platforms, and knowledge management systems.

Skills & Competencies

• Strategic Thinking & Visionary Leadership
• Data‑Driven Decision Making
• Change Management & Continuous Improvement
• Team Building & Talent Development
• Customer‑Centric Mindset
• Technology Adoption & Digital Fluency
• Cross‑Functional Collaboration
• Resilience & Adaptability in a Fast‑Paced Environment

Career Growth & Learning Opportunities

At brighthush, your career trajectory is supported by a robust learning ecosystem. You will have access to:

• Executive mentorship programs that pair you with senior leaders.
• Regular skill‑building workshops covering emerging technologies, leadership, and industry trends.
• Clear promotion pathways from Senior Manager to Director and beyond.
• Opportunities to lead cross‑functional projects that shape the future of loyalty and customer experience.
• Annual conference attendance and speaking opportunities to showcase your expertise.

Work Environment & Culture

brighthush thrives on a culture of transparency, collaboration, and innovation. Our remote‑first model is supported by:

• Weekly virtual town halls and team check‑ins.
• Digital collaboration tools that keep everyone connected.
• Annual in‑person retreats that strengthen team bonds and celebrate successes.
• A commitment to psychological safety, where every idea is welcomed and every challenge is addressed collectively.

Compensation & Perks

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

• Competitive base salary with performance‑based bonuses.
• Comprehensive health, dental, and vision insurance.
• 401(k) plan with company match.
• Generous paid time off, including flexible vacation and sick leave.
• Professional development stipend and tuition reimbursement.
• Wellness programs, including gym memberships and mental health resources.
• Equity or stock‑option opportunities for eligible roles.

How to Apply

If you are ready to lead a dynamic team, drive operational excellence, and shape the future of customer experience at a top‑rated, remote‑first organization, we want to hear from you. Submit your application through our careers portal and join brighthush in creating unforgettable loyalty experiences.