Senior Customer Success Operations Manager – Driving Data‑Powered Strategy, Process Excellence, and Global SaaS Growth at brighthush

About brighthush

brighthush is a global trailblazer in intelligent orchestration, empowering enterprises to accelerate digital transformation through a single, unified platform. Our mission is simple yet ambitious: help teams ship better, faster, and more secure software. With millions of developers worldwide relying on our solutions, we are trusted by more than half of the Fortune 100 companies. By integrating development, security, compliance, and operations into one seamless experience, brighthush enables businesses to innovate at scale while maintaining the highest standards of quality and risk management.

We believe technology is only as powerful as the people who build and use it. That’s why we cultivate a culture of curiosity, collaboration, and continuous learning. Our remote‑first, values‑driven environment encourages every team member to bring their unique perspective, experiment with new ideas, and drive measurable impact. As an equal‑opportunity employer, we celebrate diversity and inclusion, and we are committed to creating a workplace where everyone can thrive.

Why brighthush?

At brighthush, you’ll be part of a mission‑driven organization that is redefining how enterprises build, secure, and operate software. We’re not just building tools; we’re building the future of software delivery. If you thrive on solving complex problems, enjoy working in a fast‑moving, all‑remote environment, and want to see the direct impact of your work on millions of developers worldwide, brighthush is the place for you.

Role Overview

As the Senior Customer Success Operations Manager, you will be the catalyst that transforms our Customer Success Management (CSM) function into a high‑performance, data‑driven engine. Reporting to the Senior Manager of Sales & CX Operations, you will partner closely with CS leadership, Revenue Strategy & Operations, Finance, and Sales to design, implement, and optimize the processes, reporting, and programs that enable our CS teams to deliver world‑class service at scale.

We’re looking for a sharp, curious operator who excels in ambiguity, connects dots across teams, and moves quickly from problem to solution. If you thrive in a fast‑moving, all‑remote environment where documentation, iteration, and cross‑functional partnership are the norm, you’ll fit right in.

Your Impact

In this role, you will:

• Elevate the CS organization’s operational maturity by establishing robust, repeatable cadences that drive performance and accountability.
• Translate high‑level business objectives into actionable, data‑rich initiatives that directly influence renewal rates, upsell opportunities, and customer health.
• Serve as the bridge between CS, Sales, Finance, and Product, ensuring that customer insights shape strategy across the entire revenue engine.
• Champion a culture of continuous improvement, leveraging lean and agile principles to streamline workflows and reduce friction.
• Own the end‑to‑end lifecycle of key CS programs, from ideation through execution to measurement and iteration.

Key Responsibilities

Operational Cadence Ownership

• Own the core operational cadences that support the CS organization, including pipeline and renewal reviews, customer health reporting, and book‑of‑business management.
• Design and refine cadence templates that capture key metrics, insights, and action items for CS managers and executives.
• Ensure cadence data is accurate, timely, and actionable, driving continuous improvement across the CS organization.

Problem Translation & Resolution

• Translate ambiguous business questions from CS leadership into clear problem statements.
• Lead cross‑functional workshops to surface root causes, define success criteria, and prioritize initiatives.
• Drive projects to resolution through process redesign, reporting enhancements, or system changes, ensuring measurable impact.

Systems & Data Collaboration

• Partner with Revenue Technology and Revenue Analytics to evolve the systems, data, and reporting that CS managers rely on daily.
• Champion data quality initiatives, ensuring that customer health scores, renewal probabilities, and churn risk models are reliable and actionable.
• Advocate for new data integrations that unlock deeper insights into customer behavior and success outcomes.

Cross‑Functional Alignment

• Build alignment with Sales, Finance, and other Revenue Strategy & Operations teams to operationalize go‑to‑market changes that affect Customer Success.
• Facilitate joint planning sessions, ensuring that CS perspectives are embedded in product roadmaps, pricing strategies, and renewal programs.
• Act as the CS liaison in cross‑functional initiatives, translating CS needs into actionable requirements for engineering, product, and finance.

Process Improvement Leadership

• Identify friction in existing processes and lead end‑to‑end improvement initiatives, from diagnosis through rollout and adoption.
• Apply lean and agile principles to streamline CS workflows, reduce manual effort, and increase scalability.
• Measure the impact of process changes through key performance indicators and iterate based on data.

Planning Support

• Support CS leadership in planning cycles, including capacity modeling, segmentation, territory and coverage planning, and target setting.
• Develop forecasting models that align CS capacity with revenue expectations and renewal targets.
• Provide actionable insights to CS leaders to optimize resource allocation and improve customer outcomes.

Revenue Operations Collaboration

• Contribute to broader Revenue Operations initiatives where the CS perspective is needed, ensuring a seamless customer lifecycle.
• Collaborate on cross‑functional dashboards that track the entire customer journey from acquisition to renewal.
• Advocate for CS metrics in executive reporting, ensuring that customer success is a key driver of revenue growth.

Documentation & Knowledge Sharing

• Produce clear, actionable documentation that captures best practices, process flows, and system configurations for the CS organization.
• Maintain a living knowledge base that is easily searchable and up‑to‑date for CS managers and analysts.
• Lead knowledge‑sharing sessions, lunch‑and‑learns, and internal communities to promote continuous learning.

Stakeholder Engagement

• Build trust with stakeholders at all levels and influence without direct authority, ensuring alignment across the organization.
• Facilitate communication between CS, Sales, Finance, and Product teams, ensuring that CS insights drive strategic decisions.
• Represent CS interests in executive meetings, providing data‑driven recommendations for growth and improvement.

Essential Qualifications

• 4+ years of experience in Sales Operations, Revenue Operations, management consulting, strategy, or a similar analytical and problem‑solving role.
• Strong critical thinking and structured problem‑solving skills; ability to break down ambiguous problems into clear workstreams.
• Bias toward execution – you move from analysis to action quickly and follow through to outcomes that stick.
• Systems thinking – you understand how a change in one part of the go‑to‑market motion ripples through to others and design solutions accordingly.
• Excellent cross‑functional collaboration skills; you build trust with stakeholders at all levels and influence without direct authority.
• Curiosity and aptitude to pick up new domains, tools, and concepts quickly; we care more about how you think than which specific tools you have used.
• Comfort operating in a scaling environment where not everything is defined and structure must be created.

Preferred Qualifications

• Experience working in a high‑growth, technology‑driven company with a strong focus on customer success.
• Proficiency with CRM and customer success platforms (e.g., brighthush).
• Background in data analysis and reporting tools (e.g., brighthush).
• Knowledge of subscription‑based revenue models and renewal processes.
• Experience leading cross‑functional initiatives that span Sales, Finance, and Customer Success.

Skills & Competencies

• Analytical mindset with a passion for turning data into actionable insights.
• Exceptional communication skills – both written and verbal – with the ability to translate complex concepts into simple, clear language.
• Project management expertise, including the ability to manage multiple priorities and deliver on tight deadlines.
• Strong stakeholder management and facilitation skills.
• Adaptability and resilience in a fast‑moving, remote environment.
• Commitment to continuous learning and professional development.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is designed to accelerate. As a Senior Customer Success Operations Manager, you will:

• Lead high‑impact initiatives that shape the future of our CS organization.
• Collaborate with senior leaders across Sales, Finance, and Product, gaining exposure to the full spectrum of our business.
• Mentor junior team members and share best practices across the organization.
• Participate in leadership development programs, including workshops, mentorship, and cross‑functional projects.
• Access a dedicated Growth & Development Fund to pursue certifications, conferences, or advanced training.
• Take ownership of strategic projects that influence company‑wide initiatives and drive measurable business outcomes.

Work Environment & Company Culture

brighthush’s culture is built on four core pillars:

• Values‑Driven Collaboration – We operate with transparency, respect, and a shared commitment to excellence.
• Continuous Knowledge Exchange – Regular knowledge‑sharing sessions, lunch‑and‑learns, and internal communities keep us all learning.
• Innovation & Experimentation – We encourage calculated risk‑taking and celebrate both successes and learning moments.
• Employee Well‑Being – Flexible work arrangements, mental health resources, and a supportive community help you thrive.

Our remote‑first model means you can work from anywhere while staying connected through daily stand‑ups, weekly all‑hands, and collaborative tools. We celebrate individuality and foster an inclusive environment where every voice is heard.

Compensation & Benefits

While the base salary range for this role is $104,800–$176,400 USD for U.S. residents, we also offer a comprehensive benefits package that includes:

• Competitive base salary and performance‑based incentive pay.
• Equity compensation and Employee Stock Purchase Plan.
• Flexible Paid Time Off (PTO) and parental leave.
• Health, dental, and vision insurance.
• Home office stipend and remote work support.
• Well‑being resources, including mental health counseling and wellness programs.
• Professional development budget and Growth & Development Fund.
• Employee Resource Groups (ERGs) that foster community and inclusion.
• Annual company‑wide retreat and quarterly virtual team‑building events.

How to Apply

Ready to take the next step in your career and help shape the future of customer success at brighthush? Click the link below to submit your application and join a team that values curiosity, execution, and impact.

Apply to brighthush Today

Equal Opportunity Employer

brighthush is proud to be an equal‑opportunity workplace and an affirmative action employer. Our policies and practices related to recruitment, employment, career development, and advancement are based solely on merit, regardless of race, color, religion, ancestry, sex, national origin, age, citizenship, marital status, mental or physical disability, genetic information, or veteran status. We do not tolerate discrimination or harassment of any kind. If you have a disability or special need that requires accommodation, please let us know during the recruiting process.