Senior Customer Success Operations Manager – AI‑Driven Client Engagement Architect, Process Automation Champion, and Strategic Transformation Leader for a Remote‑First, Data‑Rich Insurance Innovation Company

About brighthush

At brighthush, we’re not just building software – we’re redefining the very fabric of the insurance ecosystem. For decades, insurers have relied on paper, faxes, and gut‑based decisions to manage risk and serve policyholders. brighthush is turning that legacy on its head by creating a fully data‑rich, AI‑driven platform that transforms every claim into a seamless, automated journey. Our mission is simple yet ambitious: modernize insurance so that insurers can deliver faster, fairer, and more transparent outcomes for policyholders worldwide.

We combine cutting‑edge artificial intelligence, machine learning, and intuitive self‑service tools to empower the world’s largest insurers. By doing so, we help them scale operations, reduce costs, and focus on what truly matters – protecting people. If you’re passionate about technology that makes a tangible difference in people’s lives, brighthush is the place to bring your expertise to the next level.

Why brighthush?

Working at brighthush means joining a dynamic, collaborative, and high‑impact team that thrives on experimentation and continuous learning. We’re a fully remote‑first organization that values autonomy, trust, and results. Every team member is encouraged to challenge the status quo, propose bold ideas, and see them through to production. If you thrive in an environment where ambiguity fuels innovation and where your work directly shapes the customer experience, brighthush offers the perfect platform for you.

Role Overview

As the Senior Customer Success Operations Manager, you will spearhead the transformation of our Client Engagement (CE) function into an AI‑native operating model. You’ll be the architect of new processes, the champion of automation, and the bridge between strategy and execution. Your work will directly influence how thousands of policyholders interact with our platform, ensuring that every touchpoint is efficient, accurate, and delightfully human.

Key Responsibilities

• AI‑Native Visionary: Define and execute a bold vision for an AI‑integrated CE organization. From client interactions to internal workflows, embed AI at the core of every process.
• Process Re‑engineering: Identify friction points, map current workflows, and redesign them to eliminate manual toil. Champion continuous improvement initiatives that raise both speed and quality.
• AI Agent & Tool Development: Lead the design, prototyping, and deployment of AI agents and internal tools that interface across multiple systems. Ensure these solutions are scalable, maintainable, and deliver measurable value.
• Strategic Roadmap Owner: Craft a quarterly strategic plan for CE Operations, translating high‑level objectives into actionable initiatives with clear owners, milestones, and KPIs.
• Knowledge Management Lead: Own the Client Engagement Knowledge Base. Keep content accurate, relevant, and continuously evolve it to support the team’s evolving needs.
• Cross‑Functional Partner: Work closely with Sales, Engineering Operations, Product Operations, and other stakeholders to align priorities, remove blockers, and deliver integrated solutions.
• Data‑Driven Decision Maker: Define, monitor, and iterate on metrics that reflect CE operational health. Use data to refine processes, validate AI impact, and report progress to leadership.
• Team Leadership & Mentorship: Build and nurture a high‑performing team of operations specialists, data analysts, and AI engineers. Foster a culture of continuous learning and professional growth.
• Stakeholder Communication: Translate complex technical concepts into clear, actionable insights for non‑technical stakeholders, ensuring alignment across the organization.
• Change Management: Drive adoption of new tools and processes across the CE function, ensuring smooth transitions and minimal disruption to customer service.

Essential Qualifications

• 5+ years of experience in operations, strategy, or program management within a client‑facing or go‑to‑market organization.
• Hands‑on experience building AI agents or automation tools that integrate across diverse platforms and data sources.
• Proven ability to develop and execute quarterly strategic plans, driving cross‑functional teams to deliver on commitments.
• Strong analytical mindset with proficiency in data analysis tools (SQL, Python, or equivalent) and a track record of using data to inform decisions.
• Excellent communication skills—capable of translating complex technical concepts to non‑technical stakeholders and vice versa.
• Self‑starter who thrives in ambiguous environments, proactively identifies problems, and owns solutions.
• Experience leading cross‑functional initiatives that span product, engineering, and operations.

Preferred Qualifications

• Experience in the insurance or fintech sector, particularly in claims processing or customer success.
• Familiarity with AI frameworks such as OpenAI, Hugging Face, or similar, and experience deploying them in production.
• Background in knowledge management systems or internal documentation platforms.
• Prior experience leading cross‑functional initiatives that span product, engineering, and operations.
• Certifications in AI, data science, or process improvement (e.g., Six Sigma, PMP).

Core Competencies

• Strategic Thinking & Visionary Leadership
• Process Design & Optimization
• AI & Automation Architecture
• Data Analysis & KPI Development
• Stakeholder Management & Influence
• Project Management & Execution
• Excellent Written & Verbal Communication
• Change Management & Adoption
• Team Building & Mentorship

Career Growth & Learning Opportunities

At brighthush, your career trajectory is as dynamic as the industry we serve. As the Senior Customer Success Operations Manager, you’ll:

• Lead a high‑impact function that directly shapes the customer experience.
• Collaborate with senior leaders across product, engineering, and sales, gaining exposure to all facets of the business.
• Own a portfolio of AI initiatives that set the standard for the industry.
• Mentor junior team members and build a culture of continuous improvement.
• Participate in strategic planning sessions that influence company‑wide direction.
• Drive your own professional development through certifications, conferences, and internal learning tracks on AI, data science, and process engineering.
• Position yourself for future leadership roles such as Director of Customer Success Operations or VP of Customer Experience.

Work Environment & Culture

brighthush is a fully remote, distributed team that values flexibility, trust, and results. Our culture is built on:

• Autonomy: You’re trusted to own your projects and deliver outcomes without micromanagement.
• Collaboration: Cross‑functional teams meet regularly via video, chat, and shared workspaces to keep momentum high.
• Innovation: We allocate time for experimentation, hackathons, and side projects that push the boundaries of what’s possible.
• Transparency: Open communication channels, regular all‑hands meetings, and a culture of feedback keep everyone aligned.
• Well‑being: Unlimited PTO, mental health days, and a focus on work‑life balance ensure you stay energized.
• Community: Regular virtual team events, off‑site retreats, and community service opportunities foster connection and purpose.

Compensation & Benefits

We offer a competitive total rewards package that includes:

• Base salary commensurate with experience and market benchmarks.
• Equity options that allow you to share in brighthush’s growth.
• Comprehensive health coverage: Platinum medical, dental, and vision plans.
• Free life insurance, long‑term and short‑term disability coverage.
• Unlimited paid time off (PTO) and paid holidays.
• Family leave: Maternity, paternity, and adoption support.
• 401(k) with a 3% company match, even if you choose not to contribute.
• Work‑from‑home perks: Monthly phone stipend, home office equipment allowance, and bi‑weekly lunch vouchers.
• Health FSAs & HSAs for out‑of‑pocket medical expenses.
• Regular virtual team events, off‑site retreats, and community service opportunities.

Why This Role Matters

Client Engagement is the frontline of our relationship with customers. By transforming this team into an AI‑native, high‑efficiency operation, you’ll directly shape how policyholders experience brighthush’s solutions. Your work will reduce friction, accelerate claim resolution, and elevate the quality of every interaction. In short, you’ll build the future of a function that is critical to our success and to the millions of people who rely on our technology.

How to Apply

If you’re ready to lead transformative change, drive AI adoption, and elevate customer success to new heights, we want to hear from you. Join brighthush and help us redefine the insurance landscape.

Apply To This Job

For any questions about the role or the application process, please reach out to our recruiting team at [email protected]. We are an equal‑opportunity employer committed to diversity and inclusion. If you require accommodations during the application or interview process, let us know and we’ll gladly provide support.