Senior Customer Success Operations Analyst – Global Cybersecurity SaaS Platform – Data‑Driven Automation & AI‑Enabled Reporting Architect at brighthush – Driving Customer Success Through Advanced Analytics, Intelligent Automation, and Predictive Insights

About brighthush

brighthush is a trailblazing global cybersecurity SaaS provider that empowers organizations worldwide to safeguard their digital assets with cutting‑edge threat intelligence, real‑time monitoring, and automated incident response. Our mission is to make cybersecurity accessible, scalable, and intelligent. We deliver a cloud‑native platform that blends advanced analytics, machine learning, and user‑friendly dashboards to keep businesses ahead of evolving threats. With a presence in over 50 countries and a customer base that spans Fortune 500 enterprises to nimble startups, brighthush is redefining how the world defends itself in the digital age.

Why brighthush?

At brighthush, technology is only as powerful as the people who use it. Our culture is built on collaboration, continuous learning, and a relentless focus on customer impact. We celebrate diversity, encourage innovation, and reward results that matter. Whether you’re a seasoned analyst or a rising star, you’ll find a place where your expertise is valued, your ideas are heard, and your career can flourish.

Position Overview

We are seeking an experienced Senior Customer Success Operations Analyst who will become the linchpin between our customers, product teams, and data science group. In this role, you will design, implement, and optimize data‑driven automation workflows and AI‑enabled reporting solutions that elevate the customer experience, reduce churn, and unlock new revenue opportunities. You will be the architect of the analytics engine that powers proactive support, predictive insights, and strategic account planning.

Key Responsibilities

• Data Architecture & Automation: Build and maintain scalable data pipelines that ingest customer usage, support tickets, and product telemetry. Design automated workflows that trigger alerts, generate insights, and drive self‑service capabilities.
• AI‑Enabled Reporting: Develop and refine AI models (e.g., NLP for ticket classification, predictive churn scoring) that feed into dynamic dashboards and executive reports.
• Customer Success Enablement: Collaborate with Customer Success Managers to translate data insights into actionable playbooks, onboarding flows, and upsell strategies.
• Cross‑Functional Collaboration: Partner with Product, Engineering, Sales, and Marketing to align data initiatives with business objectives and product roadmaps.
• Process Optimization: Identify bottlenecks in customer support workflows, propose automation solutions, and measure impact through KPI dashboards.
• Governance & Quality Assurance: Establish data governance policies, ensure data integrity, and conduct regular audits to maintain compliance with industry standards.
• Thought Leadership: Present findings to senior leadership, contribute to whitepapers, and represent brighthush at industry conferences and webinars.
• Mentorship & Team Development: Coach junior analysts, share best practices, and foster a culture of continuous improvement.

Essential Qualifications

• Bachelor’s degree in Computer Science, Data Analytics, or a related field (Master’s preferred).
• 8+ years of experience in data analysis, operations, or analytics roles within SaaS or cybersecurity environments.
• Proficiency in SQL, Python, or R for data manipulation and modeling.
• Hands‑on experience with BI tools and data visualization platforms.
• Strong background in building data pipelines using ETL/ELT tools.
• Experience with AI/ML concepts, especially in customer support or churn prediction.
• Excellent communication skills, capable of translating complex data into clear business insights.
• Demonstrated ability to manage multiple projects, prioritize tasks, and deliver results under tight deadlines.

Preferred Qualifications

• Knowledge of cybersecurity metrics (e.g., ISO 27001) and threat intelligence feeds.
• Experience with customer success platforms and CRM systems.
• Familiarity with cloud data warehouses and data lake architectures.
• Published articles or conference talks on data analytics, AI, or customer success.
• Certifications such as Certified Customer Success Manager (CCSM) or Data Analytics Professional Certificate.

Core Skills & Competencies

• Analytical Thinking: Ability to dissect complex datasets, identify patterns, and derive actionable insights.
• Technical Proficiency: Advanced SQL, Python, and BI tool expertise.
• Automation Mindset: Passion for building repeatable, scalable processes that reduce manual effort.
• Customer‑Centricity: Deep empathy for end‑users and a drive to improve their journey.
• Collaboration: Comfortable working across departments and influencing stakeholders.
• Adaptability: Thrives in a fast‑paced, evolving SaaS environment.
• Leadership: Mentoring junior talent and leading cross‑functional initiatives.

Career Growth & Learning Opportunities

At brighthush, your career path is as dynamic as the technology you work with. As a Senior Customer Success Operations Analyst, you will:

• Progress to a Director of Customer Success Analytics role, overseeing a global team of analysts and data scientists.
• Lead strategic initiatives that shape the next generation of our SaaS platform.
• Participate in executive‑level strategy sessions, influencing product direction and market positioning.
• Access continuous learning resources: internal workshops, external conferences, and a generous budget for certifications.
• Opportunity to publish research, speak at industry events, and contribute to open‑source projects.

Work Environment & Culture

brighthush champions a hybrid work model that balances remote flexibility with in‑office collaboration. Our culture is defined by:

• Innovation: A safe space to experiment, fail fast, and iterate.
• Transparency: Open communication channels, regular all‑hands meetings, and data‑driven decision making.
• Well‑Being: Comprehensive health plans, mental health resources, and wellness stipends.
• Diversity & Inclusion: Programs that celebrate diverse perspectives and promote equity.
• Community Impact: Volunteer days, tech‑for‑good initiatives, and partnerships with cybersecurity nonprofits.

Compensation & Perks

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

• Base salary commensurate with market rates for senior analytics roles.
• Performance‑based bonuses tied to customer success metrics and product adoption.
• Equity options that allow you to share in the company’s long‑term growth.
• Health, dental, and vision insurance for you and your dependents.
• 401(k) matching and a generous retirement plan.
• Unlimited paid time off, flexible working hours, and a fully remote option.
• Professional development stipend, conference travel, and access to industry courses.
• Company‑wide wellness programs, including gym memberships and mindfulness sessions.

How to Apply

Ready to shape the future of customer success at a global cybersecurity leader? Submit your resume, cover letter, and portfolio of relevant projects through our careers portal. Highlight any experience with data pipelines, AI modeling, or customer success automation. We look forward to discovering how your expertise can help brighthush deliver unparalleled value to our customers.

Join brighthush Today

At brighthush, you’ll be part of a mission‑driven team that transforms how organizations defend themselves in a digital world. Your analytical acumen, passion for automation, and commitment to customer excellence will directly influence product innovation and customer satisfaction. If you’re ready to take on a role that blends data science, operations, and customer advocacy, we invite you to apply and become a key architect of our success story.