Senior Manager, Customer Success & Operations – Championing Proactive Customer Experience & Operational Excellence at brighthush

About brighthush

brighthush is a global leader in advanced diagnostics and medical solutions, dedicated to empowering healthcare professionals with cutting‑edge technology that improves patient outcomes. With a portfolio that spans laboratory instruments, reagents, and digital health platforms, brighthush serves hospitals, integrated delivery networks, distributors, and complex B2B customers worldwide. Our mission is to bring clarity and confidence to the diagnostic journey, and we do that by combining scientific innovation with an unwavering commitment to customer success.

As we continue to expand our footprint across North America and beyond, we are looking for a visionary Senior Manager, Customer Success & Operations to elevate the way we partner with our customers. If you thrive in a fast‑paced, data‑driven environment and want to shape the future of customer experience in the life‑sciences sector, brighthush invites you to join our dynamic team.

Why This Role Matters

In the diagnostics industry, the customer journey is complex, highly regulated, and deeply intertwined with clinical outcomes. The Senior Manager, Customer Success & Operations will be the linchpin that transforms transactional support into a proactive partnership model. You will own the strategy, execution, and continuous improvement of brighthush’s operational customer success framework, ensuring that every interaction—from quotation to post‑sale support—delivers measurable value, reduces friction, and strengthens loyalty.

Key Responsibilities

Customer Success Strategy & Account Health

• Design and implement a forward‑looking operational Customer Success strategy that aligns with brighthush’s growth objectives.
• Define proactive engagement standards, segment customers by value and complexity, and tailor service approaches accordingly.
• Develop and monitor a robust set of health indicators—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 retention.
• Ensure the team possesses deep knowledge of each account’s structure, ordering patterns, contractual nuances, and potential service risks.

Customer Lifecycle & Relationship Management

• Oversee the end‑to‑end operational experience, from onboarding to ongoing account stewardship, guaranteeing clear ownership and consistent execution.
• Set expectations for proactive communication, rapid issue resolution, escalation protocols, and follow‑through on commitments.
• Escalate complex concerns with urgency, transparency, and accountability, preserving customer confidence and trust.
• Identify and implement process simplifications that reduce operational friction and enhance the overall ease of doing business with brighthush.

Commercial Operations & Revenue Enablement

• Partner with Sales to support commercial execution, onboarding, and strategic account initiatives, ensuring operational readiness for complex customers.
• Oversee 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 (commercial strategy) and Customer Success & Operations (execution & experience).

Pricing, Order Management & ERP Governance

• Ensure accurate, timely order processing—including standing orders, releases, returns, and credits—within the ERP ecosystem.
• Maintain integrity of customer master data, pricing, contract terms, and delivery requirements across all systems.
• Implement controls and audits to detect and mitigate pricing discrepancies, order errors, and preventable credits.
• Collaborate with Finance, IT, and other stakeholders to resolve system or process issues, enhancing data integrity and automation.

Accounts Receivable & Financial Stewardship

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

Supply, Inventory & Demand Coordination

• Align customer ordering patterns, standing orders, and demand forecasts with Supply Chain, Marketing, and Sales.
• Communicate shortages, backorders, allocations, and product transitions transparently to affected customers.
• Implement sequestering and allocation policies fairly, accurately, and transparently.
• Coordinate with stakeholders to minimize supply disruptions and protect customer continuity.

Data Analytics & Continuous Improvement

• Establish and track KPIs related to customer satisfaction, responsiveness, order accuracy, pricing accuracy, issue resolution, and operational efficiency.
• Analyze customer ordering trends, account activity, payment patterns, and service issues to uncover risks and opportunities.
• Translate insights into actionable recommendations for Sales, Supply Chain, Finance, Marketing, and senior management.
• Lead initiatives to simplify workflows, strengthen controls, improve systems, and reduce friction through automation and standardization.

People Leadership & Talent Development

• Cultivate a culture of continuous improvement, encouraging employees to identify problems, propose solutions, and take initiative.
• Recruit, onboard, coach, develop, and retain a high‑performing Customer Success & Operations team.
• Set clear individual performance expectations tied to customer outcomes and business metrics.
• Conduct regular one‑on‑one meetings, coaching conversations, performance reviews, and development planning.
• Develop team capabilities in customer communication, relationship management, ERP proficiency, project management, analytics, financial acumen, and commercial awareness.
• Empower employees to solve problems while understanding decision rights, escalation paths, and accountability.
• Build cross‑training, development, and succession plans to reduce key‑person dependencies and create career progression within the function.
• Recognize high performance and address performance gaps promptly and constructively.

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, Account Management, or a related function.
• Minimum 3 years of people‑leadership experience or demonstrated leadership of complex teams and projects.
• Strong preference for experience in healthcare, medical device, diagnostics, life sciences, or another regulated industry.
• Experience supporting hospitals, integrated delivery networks, distributors, or complex B2B customer organizations.
• Proven track record managing complex customer‑facing operational processes and cross‑functional projects.
• Experience with ERP and CRM systems (e.g., SAP, Oracle, Salesforce).
• Experience with pricing, order management, accounts receivable, contracts, customer master data, forecasting, or demand planning.
• Willingness to travel up to 25% of the time, including international travel.

Preferred Qualifications

• Advanced degree (MBA, MS in Supply Chain, etc.) or relevant certifications (CSCP, PMP, Six Sigma).
• Experience in a high‑growth, fast‑paced startup or scale‑up environment.
• Deep understanding of regulatory compliance and quality systems in the life‑sciences sector.
• Proficiency in data analytics tools (Tableau, Power BI, Excel) and process‑mapping methodologies.

Skills & Competencies

• Strategic thinking with a data‑driven mindset.
• Exceptional communication and stakeholder management skills.
• Strong analytical and problem‑solving abilities.
• Commercial awareness and financial acumen.
• Leadership presence and ability to inspire cross‑functional teams.
• Project management expertise and experience with Agile or Lean methodologies.
• Customer‑centric mindset with a passion for delivering exceptional experiences.

Career Growth & Learning Opportunities

At brighthush, your professional development is a top priority. You will have access to:

• Structured leadership development programs and mentorship from senior executives.
• Cross‑functional rotation opportunities to broaden your skill set.
• Industry conferences, webinars, and certifications funded by the company.
• Internal knowledge‑sharing sessions and a culture that rewards innovation.
• Clear career pathways from Manager to Director, VP, and beyond.

Work Environment & Company Culture

brighthush fosters an inclusive, collaborative, and high‑energy culture where every voice matters. We value:

• Transparency and open communication across all levels.
• Agility and adaptability in a rapidly evolving market.
• Recognition of achievements and constructive feedback.
• Work‑life balance with flexible scheduling and remote work options.
• A commitment to diversity, equity, and inclusion.

Compensation & Benefits

While specific figures may vary based on experience and location, the Senior Manager, Customer Success & Operations role offers a competitive base salary in the range of $100,000 to $130,000 per year in the New Jersey market, with additional performance‑based bonuses. Our comprehensive benefits package includes:

• Health, dental, and vision insurance.
• Flexible Spending Accounts (FSA) and Health Savings Accounts (HSA).
• 401(k) plan with company match.
• Paid time off (PTO), holidays, and a generous leave program.
• Life and disability insurance.
• Employee wellness programs and resources.
• Professional development stipend.

How to Apply

If you are ready to lead brighthush’s next chapter of customer success excellence, we encourage you to apply today. Join a team that is dedicated to making a tangible impact on patient care and healthcare innovation.

Apply to brighthush Today

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.