Senior Director of Customer Success Operations – Remote, Scalable Post‑Sales Delivery & Revenue Expansion

About brighthush

brighthush is a trailblazing SaaS company that empowers multi‑location enterprises to dominate local and AI search visibility through a world‑first agentic workforce. Founded in 2012, brighthush has grown to a vibrant team of 501‑1000 professionals, headquartered in San Diego, California, and serving clients across the globe. Our mission is simple yet ambitious: to transform how businesses connect with their audiences by delivering intelligent, data‑driven search solutions that scale effortlessly. As we continue to expand, we’re looking for a visionary leader to join our Customer Success family and shape the future of post‑sales excellence.

Why brighthush?

At brighthush, we believe that exceptional customer success is the cornerstone of sustainable growth. We invest heavily in our people, offering a culture that blends autonomy with collaboration, continuous learning with real‑world impact, and innovation with a clear focus on customer outcomes. If you thrive in a fast‑paced, data‑driven environment and want to make a tangible difference in the lives of thousands of customers, brighthush is the place for you.

Role Overview

As the Director of Customer Success Operations, you will be the strategic architect behind our end‑to‑end customer journey. Your primary focus will be to design, implement, and refine scalable processes, programs, and technology that drive retention, expansion, and satisfaction across the entire customer lifecycle. You will partner closely with cross‑functional teams—product, sales, finance, and engineering—to ensure that every touchpoint delivers maximum value and measurable results.

Key Responsibilities

• Lead the development of a holistic, data‑centric view of customer health, retention, adoption, and satisfaction, ensuring that all stakeholders have real‑time situational awareness.
• Champion continuous improvement by establishing best‑practice frameworks for onboarding, training, support, expansion, renewal, critical account management, and churn mitigation. Translate these into actionable playbooks and process documents.
• Own the end‑to‑end customer success technology stack—including Salesforce, Gainsight, MindTickle, ServiceCloud, Salesloft, and Pardot—ensuring seamless integration and maximum utilization across the customer lifecycle.
• Collaborate with vendors to stay ahead of platform enhancements, driving adoption of new features that boost productivity and effectiveness.
• Drive data quality initiatives by partnering with engineering and data teams to maintain a single, accurate customer record that powers all operational decisions.
• Define, build, and operationalize KPIs, reporting dashboards, and automated workflows that enable proactive risk management, renewal forecasting, and expansion identification.
• Provide executive‑level insights and regular reporting to the brighthush leadership team, translating data into actionable recommendations.
• Develop and deliver comprehensive training programs for new hires and ongoing enablement, covering both process and technology.
• Serve as the liaison between Customer Success and Product Development, advocating for serviceability, roadmap prioritization, and product quality to enhance retention.
• Partner with Finance to refine renewals, expansion, and churn forecasting, ensuring accurate compensation plans and incentive alignment.
• Work with Customer Success Managers (CSMs) and Sales Account Executives to identify high‑potential upsell and cross‑sell opportunities using data‑driven insights.
• Analyze CSM workload and account assignments to forecast hiring needs and optimize resource allocation.
• Lead the onboarding and ongoing enablement of CSMs, ensuring that all processes are documented, centrally maintained, and continuously updated.
• Conduct root‑cause analyses and post‑mortem reviews for lost accounts, collaborating with cross‑functional teams to implement process improvements that reduce churn risk.
• Manage the technology roadmap for Customer Success, identifying gaps and prioritizing investments that deliver the greatest ROI.
• Perform any additional duties as assigned to support the growth and success of brighthush.

Essential Qualifications

• Minimum of 7 years of proven experience in Customer Success Operations, Sales Operations, or Business Operations within a SaaS environment.
• Strong analytical mindset with the ability to synthesize complex data into clear, actionable insights.
• Demonstrated success in designing and scaling post‑sales processes that drive retention, expansion, and customer satisfaction.
• Advanced proficiency in MS Office (Word, PowerPoint, Excel) and hands‑on experience with Salesforce and other customer‑success platforms.
• Excellent written and verbal communication skills, capable of influencing C‑level executives and cross‑functional teams.
• Experience in the social media management or enterprise software space is highly desirable.
• BS degree or equivalent professional experience; MA/MS/MBA preferred.
• Coachable, open to feedback, and committed to continuous personal and professional growth.

Preferred Qualifications

• Prior leadership role in a high‑growth SaaS company with a focus on customer success.
• Experience managing a global, remote team of Customer Success professionals.
• Familiarity with CRM and SaaS support software beyond Salesforce.
• Track record of implementing data‑driven dashboards and KPI frameworks that directly influence revenue outcomes.
• Strong project management skills, with the ability to juggle multiple initiatives simultaneously.

Skills & Competencies

• Strategic thinking and execution with a bias for results.
• Exceptional stakeholder management and cross‑functional collaboration.
• Data‑driven decision making and analytical rigor.
• Process design, documentation, and continuous improvement.
• Technology evangelism and change management.
• Leadership, mentorship, and team building.
• Customer‑centric mindset with a passion for delivering delight.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is as dynamic as our product. As Director of Customer Success Operations, you’ll have the chance to:

• Shape the strategic direction of our customer success organization and influence company‑wide initiatives.
• Lead cross‑functional projects that span product, sales, finance, and engineering.
• Mentor and develop a high‑performing team of Customer Success Managers and analysts.
• Participate in executive‑level strategy sessions and contribute to the company’s long‑term vision.
• Access a robust learning ecosystem, including industry conferences, certifications, and internal knowledge sharing.

Work Environment & Culture at brighthush

We’re a fully remote, globally distributed team that values flexibility, transparency, and collaboration. Our culture is built on:

• Trust: Empowering teams to make decisions and own outcomes.
• Innovation: Encouraging experimentation and rapid iteration.
• Inclusivity: Celebrating diverse perspectives and fostering belonging.
• Well‑being: Providing resources for mental, physical, and financial health.
• Recognition: Celebrating wins—big and small—through regular shout‑outs and rewards.

Compensation & Benefits

While specific figures vary based on experience, brighthush offers a competitive total rewards package that includes:

• Health, dental, and vision insurance plans.
• 401(k) plan with employer match.
• Flexible paid time off and paid holidays.
• Quarterly wellness days and wellness incentives.
• Unique employee engagement programs and team‑building events.
• Opportunities for equity participation and performance bonuses.
• Professional development budget and access to industry conferences.

How to Apply

If you’re ready to lead brighthush’s customer success operations to new heights, we’d love to hear from you. Submit your application through the link below, and let’s explore how your expertise can help us create unforgettable customer experiences.