Senior Customer Success Operations Analyst – Driving Data‑Driven Growth & Strategic Initiatives at brighthush

About brighthush

brighthush is a trailblazing AI‑powered market intelligence platform that empowers Fortune 500 companies, venture‑backed startups, and public sector organizations to make faster, smarter decisions. By aggregating and analyzing millions of data points—from equity research and regulatory filings to real‑time news and expert calls—brighthush delivers actionable insights that drive revenue, reduce risk, and unlock new growth opportunities. With a global footprint spanning North America, Europe, Asia, and beyond, brighthush serves over 6,000 enterprise customers, many of whom are leaders in their industries. Our mission is simple: turn data into clarity, and clarity into competitive advantage.

About the Role

As a Senior Customer Success Operations Analyst at brighthush, you will be the linchpin that connects our Customer Success (CS) organization with the broader Revenue Operations (RevOps) function. Your analytical rigor, cross‑functional mindset, and passion for process excellence will help us translate complex data into actionable strategies that elevate the CS experience, improve retention, and accelerate revenue growth. This is a high‑impact role that blends data science, project management, and stakeholder engagement—ideal for professionals who thrive in ambiguity and enjoy being the go‑to resource for cross‑functional teams.

Key Responsibilities

• Domain Expertise & Thought Leadership: Leverage deep knowledge of CS and account management to shape operational initiatives. Provide guidance on best practices, metrics, and workflow improvements across the CS organization.
• CS Metrics & Reporting: Design, build, and maintain dashboards that track core CS KPIs—Net Revenue Retention (NRR), Gross Revenue Retention (GRR), renewal rates, and usage/engagement metrics such as Monthly Active Users (MAU) and Daily Active Users (DAU). Conduct trend analyses, root‑cause investigations, and present insights to CS leadership.
• Cross‑Functional Deployment Support: Partner with account managers, CS managers, pre‑sales, and application specialists to roll out large‑scale initiatives. Serve as the primary point of contact for CS‑related questions during cross‑team projects.
• Strategic Project Execution: Collaborate with the Senior Manager, Customer Success Operations on program delivery across the customer base. Own project plans, timelines, and deliverables for initiatives such as CS Platform enhancements, Usage‑Based Pricing pilots, and CS Process Automation.
• Data Quality & QA: Implement rigorous data validation checks to ensure the accuracy of CS reports. Flag anomalies before they reach leadership and work with data teams to resolve issues.
• Stakeholder Advocacy: Build strong relationships with pre‑sales, application specialists, and CS leadership. Champion CS operational needs and surface early signals that could impact customer experience or revenue.
• Continuous Improvement: Identify opportunities to streamline CS workflows, reduce manual effort, and increase scalability. Champion the adoption of new tools and technologies that enhance CS efficiency.

Essential Qualifications

• 3–5 years of experience in Customer Success Operations, CS Analytics, or a related field within a high‑growth B2B SaaS or AI company.
• Hands‑on experience with Salesforce, Gainsight, and forecasting tools such as Clari or Gong.
• Proficiency in SQL and data warehousing concepts (Snowflake, BigQuery, or similar).
• Strong analytical mindset with the ability to translate data into clear, actionable insights.
• Excellent written and verbal communication skills; comfortable presenting to senior leadership.
• Demonstrated ability to manage multiple priorities, meet tight deadlines, and deliver high‑quality work.
• Experience working in ambiguous, fast‑paced environments and solving open‑ended problems.

Preferred Qualifications

• Background in CS metrics such as NRR, GRR, renewal rates, and usage‑based KPIs (MAU, DAU).
• Experience with BI platforms like Tableau, Looker, or Power BI.
• Knowledge of CS process frameworks (e.g., Customer Journey Mapping, CS Ops Playbooks).
• Project management certification (PMP, Scrum, or similar) or proven track record leading cross‑functional initiatives.
• Familiarity with AI/ML concepts and how they can be leveraged to enhance CS analytics.

Skills & Competencies

• Analytical Excellence: Advanced data analysis, statistical reasoning, and data storytelling.
• Technical Proficiency: SQL, data visualization, Salesforce, Gainsight, Clari/Gong, Snowflake/BigQuery.
• Project Management: Planning, execution, risk mitigation, and stakeholder coordination.
• Communication & Influence: Ability to articulate complex findings to non‑technical audiences and build consensus.
• Adaptability: Comfortable navigating change, ambiguity, and evolving priorities.
• Collaboration: Proven track record of working effectively across functional teams.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is shaped by your ambition and performance. As a Senior Analyst, you will:

• Progress to a Lead Analyst or Manager role within Customer Success Operations.
• Take ownership of high‑impact projects that influence company‑wide CS strategy.
• Participate in cross‑functional leadership forums and contribute to product roadmap decisions.
• Access continuous learning resources—internal workshops, industry conferences, and a generous budget for external courses.
• Benefit from a mentorship program that pairs you with senior leaders across the organization.

Work Environment & Culture

brighthush fosters a culture of curiosity, collaboration, and relentless improvement. Our teams are distributed across the globe, yet we maintain a strong sense of community through:

• Weekly virtual town halls and monthly all‑hands meetings.
• Regular hackathons, innovation challenges, and CS “lunch & learn” sessions.
• A flexible work model that balances remote and in‑office collaboration.
• Inclusive hiring practices and a commitment to diversity, equity, and inclusion.
• Employee resource groups that celebrate diverse perspectives and drive social impact.

Compensation & Benefits

We offer a competitive total rewards package that includes:

• Base salary range: $99,000—$110,000 USD (commensurate with experience and market benchmarks).
• Performance‑based bonus potential.
• Equity options that align your success with the company’s growth.
• Comprehensive health, dental, and vision insurance.
• 401(k) plan with company match.
• Generous paid time off, parental leave, and flexible work arrangements.
• Wellness stipend, mental health resources, and on‑site fitness facilities (for those in the office).
• Continuous learning stipend and access to industry conferences.

Equal Opportunity Statement

brighthush is an equal‑opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate on the basis of race, color, sex (including pregnancy), national origin, age, religion, marital status, sexual orientation, gender identity, gender expression, military or veteran status, disability, or any other protected characteristic. All hiring, training, promotion, and termination decisions are made solely on merit and business needs.

Recruiting Scams & Fraud Prevention

brighthush has been made aware of fraudulent job postings and individuals impersonating our recruiters. These scams may involve fake job offers, requests for sensitive personal information, or demands for payment. Please note:

• brighthush never asks candidates to pay for job applications, equipment, or training.
• All official communications will come from an @brighthush.com email address.
• If you’re unsure about a job posting or recruiter, verify it on our official Careers page.

If you suspect a scam or have any doubts regarding the authenticity of any job listing purportedly from or on behalf of brighthush, please contact us immediately. Your security and trust matter to us.

How to Apply

Ready to join a team that turns data into decisive action? Click the link below to submit your application and become part of brighthush’s mission to empower smarter decision‑making worldwide.

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