Senior Manager, Customer Success & Operations – Championing End‑to‑End Customer Experience & Operational Excellence at brighthush

About brighthush

brighthush is a global leader in delivering cutting‑edge diagnostic solutions that empower healthcare providers to make faster, more accurate decisions. With a portfolio that spans laboratory automation, point‑of‑care testing, and advanced analytics, we are redefining the way medical professionals diagnose and treat patients. Our mission is simple: to bring clarity and confidence to every clinical decision through reliable, data‑driven products and services.

At brighthush, we believe that the customer experience is the cornerstone of innovation. We are looking for a visionary leader who can transform our operational customer success function into a proactive, data‑driven partnership that anticipates needs, eliminates friction, and drives measurable business outcomes.

Why This Role Matters

As the Senior Manager of Customer Success & Operations, you will be the linchpin that connects our customers with every functional area of brighthush. From the moment a prospect receives a quotation to the final delivery of a product, you will ensure that every touchpoint is seamless, transparent, and aligned with our commitment to excellence. Your strategic oversight will not only protect customer satisfaction and retention but also unlock new revenue opportunities and operational efficiencies.

Key Responsibilities

1. Customer Success Strategy & Account Health

• Design and execute brighthush’s operational Customer Success strategy, setting proactive engagement standards and segmentation models that reflect customer complexity and value.
• Develop robust customer health dashboards that integrate operational, financial, supply, satisfaction, and engagement metrics to surface emerging risks and opportunities.
• Lead cross‑functional initiatives to engage at‑risk customers, coordinating corrective actions with Sales, Finance, and Supply Chain to safeguard satisfaction and retention.
• Ensure the team possesses deep knowledge of each account’s structure, ordering patterns, contractual obligations, and potential service risks.

2. Customer Lifecycle & Relationship Management

• Own the end‑to‑end customer journey from onboarding through ongoing account management, ensuring clear ownership, responsiveness, and consistent execution.
• Set expectations for proactive communication, rapid issue resolution, and transparent escalation management.
• Champion a culture of urgency and accountability for complex customer concerns, maintaining trust and confidence at every interaction.
• Identify and implement process simplifications that reduce friction and enhance the ease of doing business with brighthush.

3. Commercial Operations & Revenue Enablement

• Partner with Sales to support commercial execution, onboarding, and strategic account initiatives, ensuring operational readiness for complex customer organizations.
• Oversee processes for quotation preparation, account setup, pricing implementation, contract administration, standing orders, and ongoing account maintenance.
• Translate customer insights, purchasing trends, and retention risks into actionable intelligence for Sales and other stakeholders.
• Maintain clear accountability between Sales ownership of commercial strategy and Customer Success & Operations ownership of execution and experience.

4. Pricing, Order Management & ERP Governance

• Ensure accurate and timely order processing, including standing orders, releases, returns, credits, and related ERP transactions.
• Maintain approved pricing, contract terms, master data, and delivery requirements within all relevant systems.
• Implement controls and audits to reduce pricing discrepancies, order errors, and preventable credits.
• Collaborate with Finance, Sales, IT, and other stakeholders to resolve system or process issues, improving data integrity and operational efficiency.

5. Accounts Receivable & Financial Stewardship

• Partner with Finance and Sales to drive accounts receivable performance, proactively addressing aging balances and payment issues.
• Identify and resolve billing discrepancies, missing purchase orders, pricing errors, and other factors that delay payments.
• Monitor payment trends and elevate material financial or customer risks to leadership.
• Root‑cause recurring payment delays and implement process improvements to reduce preventable issues.

6. Supply, Inventory & Demand Coordination

• Align customer ordering patterns, standing orders, and demand forecasts with Supply Chain, Marketing, and Sales to ensure product availability.
• Communicate shortages, backorders, allocations, and recovery plans to affected customers in a timely, transparent manner.
• Implement fair and accurate sequestering and allocation policies that protect customer continuity.
• Coordinate with stakeholders to mitigate supply disruptions and safeguard customer relationships.

7. Data Analytics & Continuous Improvement

• Define and monitor KPIs related to customer satisfaction, responsiveness, order accuracy, pricing accuracy, issue resolution, and operational efficiency.
• Analyze customer trends, account activity, payment patterns, and service issues to uncover risks, opportunities, and process gaps.
• Translate insights into actionable recommendations for Sales, Supply Chain, Finance, Marketing, and senior leadership.
• Lead initiatives that simplify workflows, strengthen controls, and automate processes to reduce friction and drive continuous improvement.

8. People Leadership & Talent Development

• Cultivate a culture of continuous improvement where employees proactively identify problems, propose solutions, and take ownership.
• Recruit, onboard, coach, develop, and retain a high‑performing Customer Success & Operations team.
• Set clear performance expectations tied to customer outcomes and business results.
• Conduct regular one‑on‑one meetings, coaching sessions, performance reviews, and development plans.
• Develop team capabilities in customer communication, relationship management, ERP proficiency, project management, analytics, financial acumen, and commercial awareness.
• Empower employees to navigate complex customer conversations involving shortages, pricing, accounts receivable, and other operational challenges.
• Build cross‑training, succession plans, and career pathways to reduce key‑person dependencies and foster internal growth.
• Recognize high performance and address gaps constructively, reinforcing the principle that success extends beyond transaction completion.

Essential Qualifications

• Bachelor’s degree in Business Administration, Supply Chain, Finance, Healthcare Administration, Operations Management, or a related discipline.
• Minimum 7 years of progressive experience in Customer Success, Commercial Operations, Sales Operations, Customer Service, Supply Chain, or Account Management.
• At least 3 years of people leadership experience, managing complex teams and projects.
• Strong analytical mindset with the ability to translate data into strategic actions.
• Excellent communication skills, capable of influencing senior stakeholders across Sales, Finance, Supply Chain, and IT.
• Experience in a regulated industry (healthcare, medical devices, diagnostics, life sciences) is highly desirable.
• Proficiency with ERP and CRM systems, pricing, order management, accounts receivable, contracts, and forecasting.
• Willingness to travel up to 25% of the time, including international travel.

Preferred Qualifications

• Experience supporting hospitals, integrated delivery networks (IDNs), distributors, or complex B2B customer organizations.
• Demonstrated success in managing cross‑functional projects that span Sales, Finance, Supply Chain, and IT.
• Background in developing and implementing customer success frameworks that drive retention and upsell.
• Knowledge of advanced analytics tools (e.g., Tableau, Power BI) to build customer health dashboards.
• Experience leading change management initiatives in a fast‑paced, high‑growth environment.

Skills & Competencies

• Strategic Thinking & Execution
• Customer Advocacy & Relationship Building
• Operational Excellence & Process Improvement
• Data‑Driven Decision Making
• Financial Acumen & Commercial Awareness
• Team Leadership & Talent Development
• Cross‑Functional Collaboration
• Change Management & Adaptability
• Strong Written & Verbal Communication

Career Growth & Learning Opportunities

At brighthush, we invest heavily in our people. As Senior Manager, you will:

• Lead high‑impact projects that shape the future of customer success and operational excellence.
• Participate in executive‑level strategy sessions, gaining exposure to senior leadership and industry trends.
• Access a comprehensive learning portal featuring courses in leadership, analytics, supply chain, and healthcare regulations.
• Benefit from a mentorship program that pairs you with seasoned leaders across the organization.
• Earn certifications in project management (PMP, Agile), supply chain (CSCP), or customer success (CSM) through sponsored tuition reimbursement.

Work Environment & Culture

brighthush fosters a collaborative, inclusive, and innovative culture. We value:

• Transparency – open communication across all levels.
• Ownership – empowering teams to make decisions and drive results.
• Continuous Improvement – encouraging experimentation and learning from failures.
• Diversity & Inclusion – celebrating diverse perspectives and backgrounds.
• Work‑Life Balance – flexible work arrangements and generous time‑off policies.

Compensation & Benefits

Competitive base salary ranging from $100,000 to $130,000 per year, commensurate with experience and location. In addition:

• Performance‑based bonus plan aligned with company and individual goals.
• Comprehensive benefits package including medical, dental, vision, FSA, 401(k) with company match, PTO, life and disability insurance.
• Generous leave program covering parental, bereavement, and volunteer time off.
• Wellness initiatives such as gym memberships, mental health resources, and employee assistance programs.
• Professional development budget and tuition reimbursement.

How to Apply

If you are ready to lead brighthush’s Customer Success & Operations team to new heights, we encourage you to apply today. Bring your passion for customer advocacy, operational excellence, and data‑driven strategy to a company that is shaping the future of diagnostics.

Apply to this role at brighthush

Equal Opportunity Statement

brighthush is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.