Senior Manager, Customer Experience IT & Migration Operations – Leading Technical Support & Onboarding Excellence at brighthush

About brighthush

brighthush is a Series C vertical SaaS powerhouse that is redefining how dental practices manage their day‑to‑day operations. By combining cutting‑edge AI agents with a robust, cloud‑native platform, we empower dentists to focus on patient care while we handle the complex technical backbone of their practice. Our mission is simple: deliver the most reliable, intuitive, and secure practice‑management software in the industry, so every dental office can operate at peak efficiency.

With a rapidly growing customer base and a relentless focus on innovation, brighthush is looking for a visionary leader to drive the next phase of our customer experience journey. If you thrive in a fast‑paced, high‑impact environment and love turning technical challenges into seamless customer stories, we want you on our team.

Job Description

As the Senior Manager of Customer Experience IT (CXIT), you will spearhead a high‑performing team of Migration Technical Customer Support Specialists. Your primary focus will be the critical technical steps that precede a practice’s go‑live—data migrations, imaging and sensor setups, phone and DNS transitions, and everything that ensures a smooth, zero‑downtime launch.

This is a player‑coach role: you will coach and mentor your team while also stepping in to resolve the most complex technical escalations. You will partner closely with Onboarding, Product, and Engineering to build scalable migration systems that grow with brighthush’s expanding customer base.

Key Responsibilities

Team Leadership & Development

• Lead, Coach, and Grow: Conduct regular 1:1s, performance reviews, and structured career development plans to elevate each specialist’s technical and soft‑skill proficiency.
• Set Clear Expectations: Define, document, and enforce SLAs, quality standards, and performance metrics that align with brighthush’s customer‑centric values.
• Process Design: Continuously refine operational workflows and documentation to ensure CXIT processes scale efficiently as the company expands.
• Talent Acquisition: Own hiring, onboarding, ramp‑up, and technical training for new team members, ensuring a smooth transition into the brighthush culture.
• Culture Champion: Foster a high‑ownership, accountability‑driven environment with transparent queue management and proactive practice communication.
• On‑Call Management: Design and oversee the on‑call/weekend coverage schedule for live migrations and cutovers, ensuring 24/7 support for our customers.

Technical & Operational Execution

• Go‑Live Readiness: Validate server access, scheduled backups, imaging/sensor verification, and phone/DNS cutovers to guarantee a flawless launch.
• Escalation Lead: Serve as the senior escalation point for complex migration discrepancies, custom server or imaging environments, and high‑risk accounts.
• Playbook Ownership: Own, update, and disseminate migration playbooks, runbooks, and internal documentation to maintain consistency across the team.
• Hands‑On Fluency: Maintain expertise in PMS backups, VMs, PowerShell scripting, remote desktop tools, and dental imaging hardware to provide first‑line support when needed.

Cross‑Functional Collaboration & Strategy

• Onboarding Alignment: Partner with the Manager of Onboarding to synchronize timelines, remove blockers, and communicate migration status transparently.
• Product Feedback Loop: Translate field insights into detailed defect reports, identify patterns, and prioritize long‑term fixes with Product and Engineering.
• Metrics & Reporting: Track and report on key CXIT metrics—cycle time, cutover accuracy, escalation resolution, and go‑live incidents—to drive continuous improvement.
• Automation & Tooling: Identify and implement automation opportunities to reduce manual effort, increase migration efficiency, and elevate customer satisfaction.

Essential Qualifications

• Leadership Experience: 3+ years managing technical support, implementation, or IT teams with a proven track record of coaching and developing talent.
• Technical Proficiency: Hands‑on experience with remote desktop tools (e.g., AnyDesk), virtual machines, basic PowerShell scripting, and server/hardware troubleshooting.
• SaaS & Healthcare Background: Prior experience in SaaS environments, preferably within healthcare or the dental industry.
• Product Insight: Demonstrated success in converting customer issues into actionable feedback for Product and Engineering.
• AI & Automation Mindset: Proactive use of AI tools and automation to streamline workflows and improve operational output.
• Communication Skills: Exceptional ability to explain complex technical concepts clearly to non‑technical dental office staff.
• Dental Imaging Knowledge: Exposure to imaging software/hardware (Carestream, Dexis, Jazz, Digidoc, Nanopix, etc.) is a major plus.
• Remote Work: This is a US‑based remote role. Core working hours are typically 9:00 AM – 6:00 PM Mountain or Pacific Time, with flexibility required for night and weekend coverage during migrations and go‑lives.

Preferred Qualifications

• Experience managing large, distributed technical teams across multiple time zones.
• Background in building and scaling migration or onboarding processes for SaaS products.
• Knowledge of dental practice management systems (PMS) and integration patterns.
• Familiarity with cloud platforms (AWS, Azure, GCP) and containerization technologies.

Skills & Competencies

• Technical Leadership: Ability to guide a team through complex technical challenges while maintaining high morale and productivity.
• Strategic Thinking: Translate business goals into actionable technical plans and process improvements.
• Data‑Driven Decision Making: Use metrics and analytics to identify bottlenecks and drive continuous improvement.
• Customer‑Obsessed Mindset: Prioritize the customer experience in every decision and action.
• Adaptability: Thrive in a fast‑moving environment with shifting priorities and evolving technology.
• Collaboration: Work effectively with cross‑functional teams—Product, Engineering, Onboarding, Sales, and Customer Success.

Career Growth & Learning Opportunities

At brighthush, your career path is designed to evolve with your ambitions. As the CXIT team expands, you will have the chance to:

• Transition into a Director of Customer Experience or Head of Technical Support role.
• Lead cross‑functional initiatives that shape the future of our platform and customer journey.
• Participate in strategic product planning and roadmap discussions.
• Access to continuous learning resources—certifications, conferences, and internal knowledge sharing.
• Mentor the next generation of leaders within brighthush.

Work Environment & Company Culture

brighthush is built on a foundation of transparency, innovation, and a deep commitment to our customers. Our culture is:

• Remote‑First: Work from anywhere in the United States with flexible hours that respect work‑life balance.
• Collaborative: Regular cross‑team syncs, hackathons, and knowledge‑sharing sessions keep us connected.
• Growth‑Oriented: We invest in your professional development through mentorship, training, and career progression plans.
• Inclusive: Diversity of thought, background, and experience is celebrated and integral to our success.
• Customer‑Centric: Every decision is measured against how it improves the experience for our dental partners.

Compensation, Perks, and Benefits

Competitive Salary: $100,000 – $130,000 per year, commensurate with experience.

Equity & Incentives: Eligible for performance‑based bonuses and equity grants that align your success with brighthush’s growth.

Health & Wellness: Comprehensive health, dental, and vision insurance plans.

Retirement: 401(k) plan with company match.

Paid Time Off: Generous vacation policy, sick leave, and paid holidays.

Remote‑Friendly Culture: Flexible work arrangements, home‑office stipend, and virtual team events.

Why Join brighthush?

You will be part of a mission‑driven company that is transforming the dental industry. Your leadership will directly impact the success of thousands of dental practices, enabling them to deliver better patient care while you solve the most intricate technical challenges. At brighthush, you’ll find a supportive environment that rewards innovation, values your expertise, and offers a clear path to professional growth.

Ready to Make an Impact?

If you’re a seasoned technical leader who thrives on coaching, problem‑solving, and driving customer success, we’d love to hear from you. Apply today and help us shape the future of dental practice management.