Senior Director of Customer Success Operations – Spearheading Operational Excellence, Team Leadership, and Customer Experience Transformation for a Cloud‑Native Automotive Platform at brighthush

About brighthush

brighthush is a trailblazing, cloud‑native platform that empowers auto repair shops to operate smarter, grow faster, and deliver unforgettable customer experiences. Founded in 2017 by a shop owner who lived the day‑to‑day realities of the industry, brighthush blends real‑time data, AI‑driven insights, and an intuitive interface to streamline every facet of shop management—from inventory, scheduling, and invoicing to customer communication and quality control. Today, brighthush serves thousands of shops across North America, helping them reduce overhead, increase profitability, and build lasting relationships with their customers.

At brighthush, we believe technology should be an enabler, not a barrier. Our mission is to democratize the tools that once belonged only to large dealerships, giving independent shops the same level of efficiency, transparency, and customer satisfaction. We are a fast‑growing, mission‑driven company that values innovation, collaboration, and a relentless focus on our customers’ success.

Why brighthush is a Game Changer

The automotive repair industry is undergoing a seismic shift. Traditional shop owners face rising costs, fierce competition, and an increasingly tech‑savvy customer base. brighthush is at the forefront of this transformation, providing a unified, cloud‑based solution that turns data into actionable insights, automates routine tasks, and elevates the customer journey. By partnering with brighthush, you join a movement that is redefining how repair shops operate, thrive, and serve their communities.

Role Overview

As Senior Director of Customer Success Operations, you will sit at the heart of our growth story. You will shape the way we help shops thrive, build high‑performing teams, and create processes that scale. In this role, you will:

• Lead a cross‑functional team of Customer Success Managers, Operations Specialists, and Data Analysts.
• Design and implement operational frameworks that drive efficiency, quality, and customer satisfaction.
• Partner with Product, Engineering, and Sales to align customer feedback with roadmap priorities.
• Champion a culture of continuous improvement, data‑driven decision making, and customer advocacy.
• Serve as the voice of the customer within executive leadership, influencing strategy and investment.

In return, brighthush offers a dynamic, inclusive work environment, competitive compensation, comprehensive benefits, and the opportunity to make a tangible impact on the automotive repair industry.

Key Responsibilities

Operational Excellence & Process Design

Develop and refine end‑to‑end processes that ensure seamless onboarding, adoption, and ongoing success for our shop partners. This includes:

• Mapping customer journeys and identifying friction points.
• Creating standardized playbooks, SOPs, and training modules.
• Implementing automation and AI tools to reduce manual effort and increase accuracy.
• Monitoring key performance indicators (KPIs) such as Net Promoter Score (NPS), churn rate, and time‑to‑resolution.
• Conducting regular process audits and recommending improvements.

Team Leadership & Development

Build, mentor, and inspire a high‑performing Customer Success Operations team.

• Recruit top talent and foster a culture of ownership, accountability, and collaboration.
• Set clear goals, provide constructive feedback, and facilitate career growth.
• Encourage cross‑functional collaboration with Sales, Product, and Engineering.
• Lead quarterly performance reviews and professional development plans.
• Champion diversity, equity, and inclusion initiatives within the team.

Customer Advocacy & Relationship Management

Act as the primary advocate for our shop partners, ensuring their voices shape our product and service roadmap.

• Maintain regular check‑ins with key accounts to understand their evolving needs.
• Collect and analyze qualitative and quantitative feedback.
• Translate customer insights into actionable product enhancements.
• Represent brighthush at industry events, conferences, and user groups.
• Develop case studies and success stories that showcase the impact of our platform.

Data‑Driven Decision Making

Leverage data to drive operational improvements and customer outcomes.

• Build dashboards and reporting frameworks for real‑time visibility.
• Analyze trends, patterns, and root causes of customer issues.
• Collaborate with Data Science to develop predictive models for churn and upsell opportunities.
• Present findings to executive leadership and recommend strategic actions.

Strategic Partnerships & Growth

Work closely with the Sales and Marketing teams to align customer success initiatives with market expansion goals.

• Identify high‑value customer segments and develop tailored success programs.
• Collaborate on go‑to‑market strategies for new product features and services.
• Provide insights that inform pricing, packaging, and bundling decisions.
• Support the creation of partner ecosystems that enhance the value proposition for shop owners.

Essential Qualifications

• Bachelor’s degree in Business, Operations, Engineering, or a related field (MBA preferred).
• 10+ years of experience in customer success, operations, or related roles, with at least 5 years in a leadership capacity.
• Proven track record of building and scaling high‑performing teams in a SaaS or technology environment.
• Deep understanding of customer success metrics, process improvement methodologies (Lean, Six Sigma), and data analytics.
• Strong communication skills—able to translate complex data into actionable insights for both technical and non‑technical audiences.
• Experience working with cross‑functional teams, including Product, Engineering, and Sales.
• Demonstrated ability to influence executive leadership and drive strategic initiatives.

Preferred Qualifications

• Experience in the automotive, retail, or service‑industry technology space.
• Hands‑on experience with CRM, CSAT, and NPS tools (e.g., brighthush).
• Familiarity with cloud platforms (brighthush) and SaaS metrics.
• Knowledge of data visualization tools (brighthush).
• Background in change management and organizational development.

Skills & Competencies

• Strategic Thinking & Visionary Leadership
• Process Design & Continuous Improvement
• Data Analysis & KPI Management
• Customer‑Centric Mindset
• Team Building & Talent Development
• Cross‑Functional Collaboration
• Excellent Written & Verbal Communication
• Adaptability & Resilience in a Fast‑Paced Environment

Career Growth & Learning Opportunities

At brighthush, we invest heavily in the professional growth of our people. As Senior Director of Customer Success Operations, you will:

• Lead initiatives that shape the future of our platform and industry.
• Collaborate with senior executives on strategic planning and market expansion.
• Participate in leadership development programs and mentorship opportunities.
• Access cutting‑edge training resources, conferences, and industry certifications.
• Explore pathways to broader roles such as Chief Customer Officer or Head of Product.

Work Environment & Culture

brighthush is a hybrid, remote‑first organization that values flexibility, creativity, and collaboration. Our culture is built on:

• Transparency: Open communication channels and regular town‑hall meetings.
• Innovation: Encouraging experimentation and rapid iteration.
• Inclusivity: A diverse workforce that celebrates different perspectives.
• Well‑being: Flexible work hours, mental health resources, and wellness programs.
• Community: Volunteer initiatives, hackathons, and industry partnerships.

Compensation & Benefits

While specific figures are tailored to experience and location, brighthush offers:

• Competitive base salary with performance‑based bonuses.
• Equity options to share in the company’s long‑term success.
• Comprehensive health, dental, and vision insurance.
• 401(k) matching and retirement planning resources.
• Unlimited paid time off and flexible vacation policies.
• Professional development stipend and tuition reimbursement.
• Wellness stipend, gym memberships, and mental health support.
• Annual company retreats and team‑building events.

How to Apply

If you are a visionary leader who thrives on driving operational excellence, building high‑impact teams, and championing customer success, we want to hear from you. Submit your resume and a cover letter detailing your relevant experience and why you’re excited about the opportunity to shape the future of automotive repair technology at brighthush.

Join us in redefining the auto repair industry—one shop at a time.