Senior Manager of Customer Experience IT & Migration Operations – Spearheading Technical Support, Onboarding Excellence, AI‑Powered Customer Success, and Continuous Process Innovation 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.
Role Overview
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, brighthush 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., brighthush), virtual machines, basic brighthush 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 Apply for this job