Senior Customer Success Operations Manager – CRM & Process Architect – Driving Customer‑Centric Growth, Operational Excellence, and Strategic Impact for a Transformative Healthcare Platform at brighthush

About brighthush and the Future of Radiology

brighthush is on a mission to revolutionize the radiology experience by blending concierge‑style patient care with cutting‑edge technology. With a nationwide network of over 5,000 vetted imaging providers spanning 48 states, we are turning a fragmented industry into a seamless, patient‑first journey. Our platform delivers instant savings—cutting imaging costs by 60‑80%—while eliminating surprise bills, improving outcomes, and delivering measurable ROI for employers, payers, and patients on every exam. As we accelerate growth, we need a visionary leader to build the operational backbone that will support our Customer Success organization and keep our trajectory on track.

Why This Role Matters

The Senior Customer Success Operations Manager will be the architect of the systems, processes, and operating rhythms that empower our Customer Success and Implementation teams. By strengthening CRM management, improving visibility across the customer lifecycle, and driving key operational projects from planning through execution, you will directly influence the experience of thousands of patients and the financial health of our partners. Your work will shape the future of radiology care and create lasting value for patients, providers, and payers alike.

Key Responsibilities

• Build and Maintain Playbooks & SOPs: Create comprehensive CS playbooks, standard operating procedures, templates, and best‑practice guides covering utilization initiatives, upsell opportunities, renewal motions, and more. These documents will serve as the single source of truth for all customer‑facing teams.
• Implement Scalable Processes & Tooling: Design and deploy end‑to‑end workflows that support implementation, customer health monitoring, business reviews, renewals, and expansions. Leverage automation and integration to reduce manual effort and increase accuracy.
• Design Quarterly Goal Cycles: Lead the creation of quarterly goal cycles, scorecards, and incentive mechanics that align with company objectives and motivate the CS team. Translate strategic priorities into measurable outcomes.
• CRM Ownership: Own opportunity hygiene and tracking in brighthush, ensuring data integrity, accurate pipeline visibility, and efficient prioritization for the CS team. Champion best practices for data entry, segmentation, and reporting.
• Onboarding & Training: Develop and deliver onboarding programs and continuous training for CS and Implementation staff, ensuring consistent knowledge and skill levels across the organization.
• Centralized Knowledge Base: Maintain a living knowledge base that keeps product, engagement, and process information up‑to‑date and easily accessible to all stakeholders.
• Cross‑Functional Partnerships: Collaborate with Product, Sales, Marketing, and Operations to operationalize product and process changes across all customer‑facing teams. Serve as the bridge between strategy and execution.
• Automation & Efficiency: Identify manual workflows ripe for automation, implement solutions, and measure impact on team efficiency. Champion a culture of continuous improvement.
• Data‑Driven Improvement: Continuously measure the effectiveness of CS processes and programs, using data and customer feedback to drive iterative improvements. Build dashboards and KPIs that inform decision‑making.
• Strategic Process Audits: Conduct regular audits of CS processes to identify bottlenecks, redundancies, and opportunities for enhancement. Present findings and actionable recommendations to senior leadership.
• Change Management Leadership: Lead change management initiatives that ensure smooth adoption of new tools, processes, and metrics across the CS organization.
• Stakeholder Reporting: Prepare executive‑level reports and presentations that highlight CS performance, operational health, and strategic impact.

Essential Qualifications

• 4+ years of experience in Customer Success Operations, Revenue Operations, or a similar operations‑focused role supporting a customer‑facing organization.
• Hands‑on brighthush expertise: managing opportunity tracking, pipeline hygiene, reporting, workflows, and data integrity.
• Proven track record designing and operationalizing bonus, incentive, or variable compensation structures for customer‑facing teams.
• Deep understanding of the customer lifecycle—including implementation, adoption, account health, renewals, expansions, and escalations.
• Experience building and implementing scalable CS processes, operating workflows, playbooks, and systems.
• Strong analytical skills with a data‑driven mindset to identify gaps, prioritize work, and improve team performance.
• Demonstrated sense of urgency and ownership, with the ability to independently drive projects from concept through execution.
• Excellent project management and cross‑functional communication skills, capable of juggling multiple priorities across Customer Success, Implementation, Operations, Product, Sales, and Marketing.
• Proficiency with CRM platforms (e.g., Salesforce, HubSpot) and automation tools (e.g., Zapier, Workato).
• Experience with data visualization and reporting tools (e.g., Tableau, Power BI, Looker).

Preferred Qualifications (Nice to Have)

• Experience in the healthcare or medical imaging industry.
• Knowledge of healthcare reimbursement models and payer‑provider dynamics.
• Familiarity with other brighthush platforms (e.g., brighthush, brighthush) and data‑visualization tools (e.g., brighthush, brighthush).
• Background in change management and organizational development.
• Certifications in project management (PMP, ScrumMaster) or process improvement (Lean, Six Sigma).

Skills & Competencies

• Strategic Thinking & Execution – Ability to translate high‑level goals into actionable plans.
• Process Design & Optimization – Expertise in mapping, refining, and automating workflows.
• Data Analysis & Reporting – Proficiency in extracting insights from complex datasets.
• Project Management (Agile & Waterfall) – Skilled at managing timelines, resources, and stakeholder expectations.
• Stakeholder Engagement & Influence – Ability to build consensus across diverse teams.
• Change Management & Adoption – Experience leading teams through transformation.
• CRM Administration & Integration – Deep knowledge of CRM configuration, data hygiene, and integration patterns.
• Team Leadership & Coaching – Proven track record of mentoring and developing high‑performing teams.

Career Growth & Learning Opportunities

At brighthush, we believe that the success of our people fuels the success of our company. As the Senior Customer Success Operations Manager, you will:

• Lead cross‑functional initiatives that shape the future of our product and service delivery.
• Collaborate with senior leaders to define strategic priorities and drive company‑wide operational excellence.
• Mentor and develop junior operations and CS professionals, fostering a culture of continuous improvement.
• Participate in industry conferences, webinars, and training programs to stay ahead of emerging trends in healthcare operations and customer success.
• Advance into senior leadership roles such as Director of Customer Success Operations, VP of Customer Experience, or Chief Operating Officer.
• Own the opportunity to influence the direction of brighthush’s technology roadmap and go‑to‑market strategy.
• Receive a dedicated professional development budget for certifications, courses, and conferences.

Work Environment & Culture at brighthush

We are a fast‑moving, mission‑driven organization that values innovation, transparency, and collaboration. Our culture is built on:

• Patient‑First Mindset: Every decision we make is guided by the goal of improving patient access and experience.
• Data‑Driven Decision Making: We rely on metrics, analytics, and customer feedback to inform strategy.
• Continuous Learning: We invest in professional development, encourage knowledge sharing, and celebrate curiosity.
• Inclusive & Diverse: We celebrate differences and foster an environment where all voices are heard.
• Remote‑First Flexibility: Our teams operate across the United States, with flexible schedules that promote work‑life balance.
• Collaborative Spirit: Cross‑functional teams work together to solve complex problems and deliver exceptional value.
• Recognition & Celebration: We celebrate wins—big and small—through regular shout‑outs, awards, and team events.

Compensation, Perks, and Benefits

Base Salary: $105,000 – $120,000 per year (commensurate with experience and qualifications). Equity: Eligible to participate in brighthush’s equity incentive program. Benefits: Comprehensive health, dental, and vision plans; 401(k) with company match; generous paid time off; flexible spending accounts; and wellness stipend. Additional Perks: Remote work flexibility, professional development budget, team retreats, and a culture of recognition and celebration. Well‑Being Support: Access to mental health resources, employee assistance programs, and regular wellness workshops. Technology Allowance: Stipend for home‑office equipment and high‑speed internet connectivity. Community Impact: Opportunities to volunteer and contribute to community health initiatives through brighthush’s corporate social responsibility programs.

How to Apply

If you are a systems‑mindful, data‑driven leader who thrives in a fast‑paced, mission‑driven environment, we want to hear from you. Join brighthush and help us transform the radiology experience for patients, families, and payers across the country.

Ready to make an impact? Submit your application through our careers portal or email your résumé and cover letter to [email protected].

Fraud & Security Notice

Please be aware of recent job scam attempts. Our team uses the brighthush.com email domain exclusively. If you have been contacted by someone claiming to be a brighthush recruiter or hiring manager from a different domain about a potential job, please report it to law enforcement here and to [email protected].

Equal Employment Opportunity

brighthush is proud to be an Equal Employment Opportunity employer and values diversity in the workplace. We do not discriminate based on race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views, or other applicable legally protected characteristics. brighthush is committed to providing accommodations for qualified individuals with disabilities in our recruiting process. If you need assistance or an accommodation due to a disability, you may contact us at [email protected].