Senior Manager, Customer Success Operations – Driving Scalable Success & Revenue Growth at brighthush

About brighthush

brighthush is a trailblazing AI‑powered market intelligence platform that empowers the world’s most sophisticated companies to make smarter, faster decisions. By harnessing advanced search, natural language processing, and predictive analytics, brighthush turns 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.

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.

About the Team

The Customer Success – Revenue Operations team at brighthush is a dynamic, high‑energy group of self‑starters who are passionate about operations and thrive in a fast‑paced, challenging environment. We drive productivity and improve efficiency for account managers, CSMs, implementation specialists, support specialists, and leadership. Our core responsibilities include operational reporting and analytics, process improvement, and enabling strategic initiatives that impact the entire revenue organization.

What You’ll Do

• Domain Expertise: Leverage broad, cross‑functional fluency across customer success, account management, and adjacent go‑to‑market functions to set direction for how Customer Success Operations partners with the rest of the business. Exposure to pre‑sales and application specialist functions is a plus.
• Program & Process Operationalization: Define and continuously improve the operating model, cadence, and governance for our roadmap of strategic customer projects, and optimize existing Customer Success processes to ensure scalability as we grow.
• Metrics Strategy: Set the strategic framework for how core Customer Success metrics—including NRR, GRR, and usage KPIs—connect to business outcomes, and use that framework to inform program investment, prioritization, and executive reporting.
• Systems & Tool Strategy: Identify opportunities across our Customer Success tool stack, spanning systems like Salesforce, Gainsight, Clari, Gong, and Tableau, and partner with senior leadership on investment priorities.
• Firefighting & Escalation: Act as a senior escalation point for operational issues, whether a broken workflow, data discrepancy, or urgent tooling issue, and drive fast, durable resolution.
• QBR Ownership: Own the Quarterly Business Review process end to end, building and refining templates with leaders and prioritizing the Asks of the Business that come out of QBRs.
• Stakeholder Collaboration: Partner closely with CS leaders, Product, Sales, Support, Finance, BI, and Revenue Operations to align on priorities, gather requirements, and deliver on cross‑functional initiatives.
• Scale & Repeatability: Decide which programs are ready to scale and in what order, ensuring the playbooks and standards behind them 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, ensuring QA and governance practices, source of truth, hierarchy integrity, and field accuracy hold up under executive scrutiny, and escalating material data integrity risk before it reaches leadership.
• People Management: Manage and develop the Senior Analyst, Customer Success Operations: set priorities, coach, and elevate 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, playing a key role in driving productivity for the Customer Success team.
• Prior people management experience required.
• 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.

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.

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.

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.