Senior Customer Success Operations Specialist – AI‑Powered Enablement, Workflow Automation, Data‑Driven Success Management & Revenue Growth Champion for a Rapidly Scaling SaaS Health‑Tech Platform at brighthush

About brighthush

brighthush is redefining the health‑tech landscape with a cloud‑native platform that empowers clinicians to run their private practices as effortlessly as they manage their smartphones. With a vibrant community of over 250,000 providers, we fuse intelligent scheduling, AI‑driven billing, comprehensive clinical documentation, and secure telehealth into a single, friction‑free experience. Our mission is simple yet powerful: free clinicians from administrative burdens so they can focus on what matters most—patient care.

Our people‑first culture has earned us industry accolades such as Best Remote Company to Work For, Best Places to Code, and Telehealth Companies to Know. We proudly hold the Best Practice Management Solution Provider award, a testament to our commitment to innovation, reliability, and customer success. As we accelerate our growth, we’re looking for forward‑thinking professionals who want to shape the next chapter of health‑tech innovation.

Why This Role Matters

The Customer Success (CS) organization is the heartbeat of brighthush. Every provider’s experience—from onboarding to renewal—depends on the efficiency, insight, and empathy of our CS teams. As we scale, the need for sophisticated operations, data‑driven decision‑making, and AI‑powered automation becomes critical. The Senior Customer Success Operations Specialist will be the catalyst that equips our CS teams with the tools, processes, and insights they need to deliver world‑class experiences while driving revenue‑generating outcomes.

Role Overview

We’re seeking a friendly, AI‑enthusiastic, and impact‑driven specialist who thrives on operational excellence, loves cross‑functional collaboration, and is excited about the transformational power of generative AI and automation. In this role you will:

• Champion AI and automation initiatives across the CS organization.
• Design, implement, and maintain the technology stack that powers our support workflows.
• Translate data insights into actionable improvements that boost efficiency, reduce resolution times, and elevate customer satisfaction (CSAT).
• Partner cross‑functionally with Enablement, Product, Engineering, Marketing, and Sales to align tools with business objectives.

Think of yourself as a bridge between technology and people—ensuring that every CS agent has the right tools, the right data, and the right training to help providers thrive.

Key Responsibilities

AI Advocacy & Innovation

• Own the AI roadmap for the CS org, acting as the primary evangelist for generative AI, large‑language models, and custom automation workflows.
• Train, evaluate, and continuously improve AI models such as ChatGPT, proprietary assistants, and bespoke workflows to ensure relevance and accuracy.
• Partner with Enablement and Education to embed AI tools into support playbooks, ensuring agents are ready and confident to leverage them.
• Stay ahead of industry trends, surfacing new use cases that drive efficiency, accuracy, and superior customer experiences.
• Advocate for AI‑driven self‑service solutions, deploying chatbots, knowledge‑base enhancements, and predictive routing across all support channels.
• Track AI impact on core metrics—first‑response time, ticket deflection, resolution time, and CSAT—and report findings to leadership.
• Gather frontline feedback, iterate on AI models, and share best practices across the organization.

Tool & System Management

• Administer and continuously improve core CS platforms, including:
  • Internal support platform (brighthush): Manage views, fields, triggers, automations, macros, forms, and reporting dashboards.
  • Video conferencing and scheduling tools (brighthush): Support scheduling, video‑call integrations, and virtual meeting workflows.
  • Quality assurance and workforce management tools (brighthush): Configure workforce management, quality assurance, and performance monitoring.
• Maintain up‑to‑date internal documentation, SOPs, and workflow playbooks reflecting tooling changes.
• Collaborate with Product, Engineering, and IT to plan, test, and launch system enhancements or new integrations.

Enablement & Business Success

• Analyze request trends using data analytics to identify friction points and develop proactive workflow improvements.
• Align tooling and processes with revenue‑driving initiatives such as trial conversion, feature adoption, upsell, and retention.
• Design and operationalize self‑service enablement programs that empower customers to resolve issues independently.
• Lead cross‑functional projects with Enablement, Marketing, and Product to launch new features, educational content, and communication campaigns.

Secondary Responsibilities

• Support major product launches through documentation, training sessions, and alignment of support resources.
• Participate in live support (chat, phone, video) during high‑impact events or peak periods.
• Facilitate Q&A sessions, 1:1 walkthroughs, and webinars to educate customers on new functionalities.

Essential Qualifications

• 3+ years of experience in a Customer Success Operations or similar enablement role within a high‑growth SaaS environment.
• Bachelor’s degree from an accredited college or university.
• Demonstrated sense of urgency and commitment to delivering a world‑class customer experience.
• Proven ability to adapt quickly, make data‑driven adjustments, and thrive in a fast‑moving environment.
• Deep understanding of customer success best practices, including ticket deflection, health scoring, and renewal strategies.
• Track record of translating strategic goals into concrete initiatives and measuring successful execution.
• Exceptional analytical thinking, process design, problem‑solving, communication, delegation, and planning skills.
• Strong collaboration skills with the ability to influence cross‑functional teams and external partners.
• Proficiency with collaboration and productivity tools such as brighthush, brighthush, and brighthush data visualization platforms.

Preferred Qualifications & Bonus Skills

• 6+ months experience with agile project management tools (brighthush) and collaborative design tools (brighthush).
• Hands‑on familiarity with HTML, CSS, JavaScript, API integrations, and SaaS tech stacks.
• Experience building, maintaining, or evaluating generative AI platforms and large‑language models.
• Background working with workforce management tools such as brighthush.
• Experience in a high‑growth, B2B SaaS environment, especially within product‑led CS organizations.
• Technical fluency that enables you to bridge the gap between engineering, product, and support teams.

Core Skills & Competencies

• AI & Automation Literacy: Understanding of generative AI, prompt engineering, model evaluation, and automation workflow design.
• Data‑Driven Decision Making: Ability to extract insights from ticket data, CS metrics, and usage analytics to drive continuous improvement.
• Tool Mastery: Deep expertise in our internal support platform, workflow automation, and integration of scheduling and QA tools.
• Process Optimization: Proven experience mapping, redesigning, and scaling support processes for efficiency and scalability.
• Cross‑Functional Collaboration: Skilled at partnering with Product, Engineering, Marketing, and Sales to align technology with business goals.
• Communication & Influence: Ability to articulate complex concepts to both technical and non‑technical audiences and to influence stakeholders at all levels.

Career Growth & Learning Opportunities

At brighthush, your career path is as dynamic as our product roadmap. You will have the chance to:

• Lead cross‑departmental initiatives that shape the future of AI‑driven customer success.
• Earn certifications in AI, data analytics, and project management while on the job.
• Mentor junior team members and contribute to our internal knowledge‑sharing platform.
• Attend industry conferences, hackathons, and workshops to stay ahead of emerging trends.
• Participate in a structured career ladder that rewards innovation, impact, and leadership.

Work Environment & Culture

brighthush thrives on a culture of transparency, continuous learning, and collaboration. We offer:

• Fully remote work with flexible hours to support work‑life balance.
• Monthly virtual team‑building events, hack days, and wellness check‑ins.
• A culture of psychological safety where every voice is heard and valued.
• Access to a global network of experts, mentors, and industry thought leaders.
• Regular feedback loops and performance reviews that focus on growth rather than just metrics.

Compensation & Benefits

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

• Base salary commensurate with market rates for senior CS operations roles.
• Performance‑based bonuses tied to CS metrics, AI adoption, and revenue impact.
• Equity options that allow you to share in the company’s long‑term success.
• Comprehensive health, dental, and vision insurance plans.
• Unlimited paid time off and a generous parental leave policy.
• Professional development stipend and reimbursement for certifications.
• Access to a state‑of‑the‑art AI sandbox for experimentation and learning.

How to Apply

If you are passionate about leveraging AI to transform customer success, thrive in a fast‑paced SaaS environment, and want to be part of a company that values innovation, people, and impact, we want to hear from you. Submit your resume and a brief cover letter outlining why you’re the perfect fit for the Senior Customer Success Operations Specialist role at brighthush.

Join us and help shape the future of health‑tech, one provider at a time.