Senior Customer Success Operations Leader – Driving Customer Experience & Operational Excellence at brighthush

About brighthush

brighthush is at the forefront of the automation revolution, redefining how businesses move, store, and deliver goods. Leveraging cutting‑edge AI, robotics, and software platforms, we empower supply chains to become faster, smarter, and more resilient. Our solutions are deployed in warehouses, distribution centers, and retail environments worldwide, helping clients reduce costs, increase throughput, and deliver unparalleled customer satisfaction.

Why Join brighthush?

At brighthush, we don’t just build technology – we build futures. Our culture is built on curiosity, collaboration, and a relentless drive to solve the toughest challenges in logistics and supply‑chain management. As a Senior Customer Success Operations Leader, you’ll be at the heart of our mission, ensuring that our customers not only adopt our solutions but thrive with them.

What You’ll Do

In this senior‑level role, you will be the champion of our customers’ success, bridging the gap between their operational goals and the capabilities of our platform. Your day‑to‑day responsibilities will include:

• Escalation Management: Own the end‑to‑end resolution of high‑impact customer issues, coordinating cross‑functional teams to deliver swift, sustainable fixes.
• Site‑Level Operations Leadership: Drive on‑site implementation, configuration, and optimization of our robotic and software solutions, ensuring seamless integration with existing workflows.
• Performance Analytics: Collect, analyze, and interpret operational data to identify trends, forecast needs, and recommend proactive improvements.
• Strategic Account Planning: Partner with Account Managers to develop and execute account plans that align with customer business objectives and our growth strategy.
• Customer Advocacy: Serve as the voice of the customer within brighthush, feeding insights back to product, engineering, and support teams.
• Team Leadership & Mentorship: Lead a small team of operations specialists, fostering a culture of continuous learning and high performance.
• Travel & On‑Site Presence: Travel up to 40% of the time to client sites across the United States, building deep relationships and ensuring on‑ground success.

Essential Qualifications

• Bachelor’s degree in Business, Operations Management, Industrial Engineering, or a related field (or equivalent experience).
• 10+ years of progressive experience in customer success, account management, or operations within a technology or logistics environment.
• Proven track record of managing complex escalations and driving resolution in a fast‑paced, high‑visibility setting.
• Strong analytical mindset with the ability to translate data into actionable insights.
• Excellent communication skills – both written and verbal – with the ability to influence stakeholders at all levels.
• Valid driver’s license and willingness to travel up to 40% of the time.
• Experience with AI‑powered automation, robotics, or supply‑chain software solutions is highly desirable.

Preferred Qualifications

• Advanced degree (MBA, MS in Operations, etc.) or professional certifications (e.g., PMP, Six Sigma).
• Experience leading cross‑functional teams in a global, distributed environment.
• Deep understanding of warehouse management systems (WMS), enterprise resource planning (ERP), and cloud platforms.
• Proficiency in data visualization tools (Tableau, Power BI) and SQL for data analysis.
• Fluency in additional languages (Spanish, Mandarin, etc.) is a plus.

Key Skills & Competencies

• Customer‑Centric Mindset: Passion for delivering exceptional customer experiences and building long‑term relationships.
• Problem‑Solving: Ability to dissect complex operational challenges and devise elegant, scalable solutions.
• Strategic Thinking: Align operational initiatives with broader business goals and market trends.
• Leadership & Coaching: Inspire and develop high‑performing teams, fostering a culture of accountability and continuous improvement.
• Project Management: Manage multiple concurrent projects, ensuring on‑time delivery and stakeholder satisfaction.
• Technical Acumen: Comfortable working with data, technology platforms, and emerging automation tools.

Career Growth & Learning Opportunities

At brighthush, your growth is our priority. You’ll have access to:

• Structured mentorship programs with senior leaders across product, engineering, and sales.
• Continuous learning initiatives, including certifications, workshops, and conference sponsorships.
• Clear career pathways from Customer Success Operations Lead to Director of Customer Experience or Head of Operations.
• Cross‑functional projects that expose you to product development, data science, and global supply‑chain strategy.

Work Environment & Culture

Our remote‑first model empowers you to work from anywhere in the United States while staying connected through:

• Weekly virtual town halls and monthly all‑hands meetings.
• Collaborative tools (Slack, Teams, Confluence) that keep teams aligned.
• Regular virtual coffee chats and team‑building activities.
• A culture that values work‑life balance, mental health, and personal well‑being.

Compensation & Benefits

We offer a competitive total rewards package designed to attract, retain, and motivate top talent:

• Base salary range: USD 147,000 – 215,600 per year, commensurate with experience.
• Performance‑based bonus structure tied to individual and company metrics.
• Generous paid time off (PTO) and holiday schedule.
• 401(k) retirement plan with company match.
• Health, dental, and vision insurance for you and your dependents.
• Wellness stipend, mental health resources, and flexible work arrangements.
• Employee stock purchase plan (ESPP) and equity options for eligible roles.

How to Apply

Ready to lead the next wave of customer success at brighthush? Click the link below to submit your application and join a team that’s reshaping the future of supply chain automation.