Senior Manager, Customer Success Operations – Championing Scalable Success, Revenue Growth, and Operational Excellence at brighthush

About brighthush

brighthush is a pioneering AI‑powered market intelligence platform that empowers the world’s most sophisticated enterprises to make smarter, faster decisions. By harnessing advanced search, natural language processing, and predictive analytics, brighthush transforms vast oceans of public and private content—equity research, company filings, event transcripts, expert calls, news, trade journals, and proprietary research—into actionable insights that matter. Trusted by more than 6,000 enterprise customers, including a majority of the S&P 500, brighthush is headquartered in New York City and operates across the U.S., U.K., Finland, India, Singapore, Canada, and Ireland. Our mission is simple: remove uncertainty from decision‑making so that professionals can focus on what truly drives value.

Why brighthush?

At brighthush, we’re not just building a product; we’re redefining how data fuels strategy. Our culture is built on transparency, collaboration, and relentless curiosity. We empower every team member to experiment, iterate, and own outcomes. Whether you’re a seasoned data scientist, a process engineer, or a customer success leader, you’ll find a place where your ideas shape the future of AI‑powered market intelligence.

About the Role

The Senior Manager, Customer Success Operations is a pivotal leadership position within brighthush’s Revenue Operations team. You will own the operationalization of our strategic roadmap, shape the tools, systems, and processes that enable Customer Success to scale, and serve as the go‑to partner for CS leadership on program design, execution rigor, and cross‑functional delivery. If you thrive on turning ambitious initiatives into repeatable, scalable motions and want a direct hand in how we run Customer Success operationally, this role is for you.

Key Responsibilities

• Strategic Leadership: Own the vision and execution of the Customer Success Operations operating model, ensuring alignment with brighthush’s revenue and growth objectives.
• Program & Process Design: Define, document, and continuously improve the operating model, cadence, and governance for our roadmap of strategic customer projects. Optimize existing CS processes to support scalability as we grow.
• Metrics & Analytics: Build a strategic framework for core CS metrics—including NRR, GRR, and usage KPIs—linking them to business outcomes. Use this framework to inform program investment, prioritization, and executive reporting.
• Systems & Tool Strategy: Evaluate and prioritize investments across the CS tool stack (Salesforce, Gainsight, Clari, Gong, Tableau, etc.). Partner with senior leadership to secure resources and drive adoption.
• Escalation & Issue Resolution: Serve as the senior escalation point for operational issues—broken workflows, data discrepancies, urgent tooling problems—and drive fast, durable resolution.
• Quarterly Business Review (QBR) Ownership: Own the end‑to‑end QBR process, refining templates, coordinating with leaders, and prioritizing business asks that emerge from QBRs.
• Stakeholder Collaboration: Partner closely with CS leaders, Product, Sales, Support, Finance, BI, and Revenue Operations to align priorities, gather requirements, and deliver cross‑functional initiatives.
• Scale & Repeatability: Decide which programs are ready to scale, in what order, and ensure playbooks and standards hold up as coverage expands from a handful of accounts to full strategic segments.
• Data Partnership: Work with the Manager, Customer Success Operations on KPI trackers, dashboards, and impact reporting that make each program measurable.
• Data Integrity & Governance: Own accountability for the trustworthiness of CS reporting as it scales. Ensure QA, governance practices, source of truth, hierarchy integrity, and field accuracy meet executive scrutiny.
• People Management: Lead, coach, and develop the Senior Analyst, Customer Success Operations, elevating their work from tactical execution to insight‑driven impact.
• Strategic Program Execution: Be the go‑to person for strategic program execution across the Customer Success organization.

Who You Are

• 8+ years of experience within a revenue organization, driving productivity for the Customer Success team.
• Prior people management experience is required.
• Hands‑on experience owning or administering CS systems such as Salesforce, Gainsight, Clari, Gong, or Tableau, and evaluating new tools as needs evolve.
• A strong project manager who enjoys making things better and can move ambiguous programs to scalable execution.
• Proven ability to translate core SaaS and Customer Success metrics, including NRR, GRR, and usage‑based KPIs, into strategic narratives for senior and executive stakeholders.
• Excellent communication skills, and the ability to work in a dynamic, fast‑paced environment.
• Enjoys working cross‑functionally and building strong relationships with stakeholders across the business, including Product, Sales, Support, Finance, and BI.
• Demonstrates exceptional organizational skills and attention to detail.
• Bonus: experience with SQL, or a data warehouse tool such as Snowflake or BigQuery, and familiarity with a BI platform such as Tableau.

Essential Skills & Competencies

• Strategic Thinking & Execution: Ability to see the big picture while managing day‑to‑day details.
• Data‑Driven Decision Making: Strong analytical mindset with proficiency in data visualization and reporting.
• Process Design & Optimization: Proven track record of designing scalable processes that drive efficiency.
• Stakeholder Management: Skilled at influencing and collaborating with senior leaders across multiple functions.
• Change Leadership: Comfortable leading change initiatives and fostering a culture of continuous improvement.
• Technical Acumen: Comfortable working with CRM, CS, and BI tools; knowledge of SQL and data warehouses is a plus.
• Communication: Clear, concise, and persuasive communication across all levels.

Career Growth & Learning Opportunities

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

• Executive mentorship from senior leaders in product, engineering, and revenue operations.
• Structured learning paths in data analytics, AI, and customer success strategy.
• Opportunities to lead cross‑functional initiatives that shape the future of the company.
• Annual performance reviews that align your growth with company goals.
• Access to industry conferences, webinars, and internal knowledge‑sharing sessions.
• Regular hackathons and innovation challenges that encourage experimentation.

Work Environment & Culture at brighthush

brighthush is built on a foundation of transparency, collaboration, and innovation. Our culture encourages:

• Open communication and a flat hierarchy that empowers every voice.
• Data‑driven decision making backed by robust analytics.
• Agile workflows that allow rapid iteration and experimentation.
• A commitment to work‑life balance, with flexible schedules and remote options.
• Regular team‑building events, hackathons, and community outreach.
• Recognition programs that celebrate both individual and team achievements.

Compensation, Perks, & Benefits

We offer a competitive total rewards package that includes:

• Base Salary: $177,000 – $195,000 USD (commensurate with experience).
• Performance‑based bonus potential.
• Equity options to share in brighthush’s growth.
• Comprehensive health, dental, and vision insurance.
• 401(k) plan with company match.
• Generous paid time off, including vacation, sick leave, and personal days.
• Professional development stipend and tuition reimbursement.
• Wellness programs, including gym memberships and mental health resources.
• Flexible work arrangements and remote work options.
• Annual company retreats and off‑site strategy sessions.

Equal Opportunity Statement

brighthush is an equal‑opportunity employer. We are committed to a work environment that supports, inspires, and respects all individuals. All employees share in the responsibility for fulfilling brighthush’s commitment to equal employment opportunity. brighthush does not discriminate against any employee or applicant on the basis of race, color, sex (including pregnancy), national origin, age, religion, marital status, sexual orientation, gender identity, gender expression, military or veteran status, disability, or any other non‑merit factor. This policy applies to every aspect of employment at brighthush, including recruitment, hiring, training, advancement, and termination. brighthush also provides reasonable accommodation to qualified employees with protected disabilities to the extent required by applicable laws, regulations, and ordinances.

Recruiting Scams & Fraud Prevention

brighthush has been made aware of fraudulent job postings and individuals impersonating our recruiters. These scams may involve fake job offers, requests for sensitive personal information, or demands for payment. Please note:

• brighthush never asks candidates to pay for job applications, equipment, or training.
• All official communications will come from an @brighthush.com email address.
• If you’re unsure about a job posting or recruiter, verify it on our Careers page.

If you believe you’ve been targeted by a scam or have any doubts regarding the authenticity of any job listing purportedly from or on behalf of brighthush, please contact us. Your security and trust matter to us.

Ready to Join brighthush?

We’re looking for a visionary leader who can turn complex challenges into scalable, repeatable solutions. If you’re passionate about customer success, data‑driven strategy, and operational excellence, we want to hear from you. Apply today and help shape the future of AI‑powered market intelligence at brighthush.