Senior Program Manager – Customer Engagement & Lifecycle Programs, Strategic Growth & Customer Success Lead – Driving Data‑Driven Customer Success at brighthush
Welcome to brighthush – Where Innovation Meets Impact
At brighthush, we’re not just building software; we’re redefining the way teams collaborate, create, and innovate in a digital-first world. With a global footprint that spans continents and a culture rooted in curiosity, empathy, and relentless improvement, brighthush empowers millions of users to work smarter, faster, and more meaningfully. Our mission is simple yet ambitious: to craft products that seamlessly blend human ingenuity with cutting‑edge technology, turning everyday challenges into delightful experiences.
Why brighthush is the Place to Accelerate Your Career
We believe that the best ideas come from people who are empowered to experiment, learn, and grow. That’s why our Virtual First model gives you the freedom to work from anywhere while staying connected through intentional, high‑impact collaboration. We champion AI fluency, encouraging teams to experiment responsibly, leverage AI to amplify human judgment, and drive smarter decision‑making. If you thrive in a fast‑moving, evolving environment and want to make a tangible impact on millions of users, brighthush is the place for you.
Role Overview – Your Opportunity to Shape the Future of Customer Success
We’re looking for an experienced Senior Program Manager to lead high‑impact customer programs that span the entire product lifecycle. In this role, you will act as the bridge between customers, go‑to‑market (GTM) teams, and product, ensuring that every customer interaction is purposeful, coordinated, and data‑driven. You will own complex, cross‑functional initiatives that translate ambiguous business priorities into clear, measurable outcomes.
Key Responsibilities
- Program Ownership: Design, launch, and scale end‑to‑end customer programs that drive adoption, advocacy, and strategic engagement across all product lines.
- Customer Experience Champion: Craft a unified, seamless experience for customers across all touchpoints, ensuring consistent messaging and expectations from onboarding to renewal.
- Cross‑Functional Leadership: Lead large, multi‑disciplinary teams (Sales, Customer Success, Product, Research, Design, Engineering, Marketing, Analytics) without formal authority, driving decisions and accountability.
- Data‑Driven Decision Making: Translate customer feedback, usage data, and program metrics into actionable insights for product and GTM leaders.
- Process & Infrastructure: Build scalable program frameworks, including workbacks, decision rights, readiness criteria, status dashboards, risk escalation paths, and reusable playbooks.
- Executive Communication: Deliver concise, executive‑level updates on program health, risks, trade‑offs, and strategic recommendations.
- Continuous Improvement: Identify opportunities to streamline processes, reduce friction, and increase program efficiency.
- Stakeholder Alignment: Facilitate alignment sessions with senior leaders to ensure that program objectives are embedded in the broader company strategy.
- Risk & Dependency Management: Proactively identify, mitigate, and communicate risks, ensuring that program milestones are met on time and within scope.
- Innovation & AI Integration: Explore and implement AI‑driven tools to enhance program execution, customer insights, synthesis, reporting, and operational efficiency.
Essential Qualifications
- 8+ years of program management experience in customer programs, strategy & operations, GTM operations, or product operations.
- Proven track record of owning complex, cross‑functional initiatives from concept to execution, measurement, and outcome.
- Strong judgment in selecting and engaging the right customers, designing communications, and shaping the overall experience.
- Exceptional ability to coordinate senior stakeholders with divergent priorities, ensuring momentum and accountability.
- Demonstrated skill in building scalable program infrastructure while avoiding unnecessary bureaucracy.
- Excellent written and verbal communication, with the ability to synthesize qualitative and quantitative data into concise executive recommendations.
- Hands‑on senior IC mindset, comfortable balancing strategic vision with detailed execution.
- Experience with agile methodologies and program management tools (e.g., Jira, Asana, Trello, Monday.com).
- Strong analytical mindset with proficiency in data visualization tools (Tableau, Power BI, Looker).
Preferred Qualifications
- Experience leading customer programs that include early product feedback, beta/early‑access initiatives, product launches, adoption, advocacy, or strategic engagement.
- Deep familiarity with both Product/EPD and GTM organizations, translating customer needs into business requirements.
- Background in building new program models and scaling them across products, segments, or priorities.
- Experience in B2B SaaS, enterprise software, collaboration or productivity technology.
- Proficiency in using AI and automation to enhance program execution, customer insights, synthesis, reporting, or operational efficiency.
- Prior experience in a high‑growth startup or scale‑up environment.
Core Competencies & Skills
- AI Fluency: Leverage AI tools responsibly to augment decision‑making and productivity.
- Strategic Thinking: Translate ambiguous business goals into clear, actionable program plans.
- Stakeholder Management: Influence and align senior leaders across multiple functions.
- Risk & Dependency Management: Identify, mitigate, and communicate risks proactively.
- Data Analysis: Interpret customer data and program metrics to drive continuous improvement.
- Communication: Articulate complex concepts to diverse audiences, from engineers to executives.
- Adaptability: Thrive in a fast‑moving, evolving environment.
- Project Management: Mastery of program planning, execution, and delivery across multiple teams.
- Customer‑Centric Mindset: Deep empathy for customer pain points and a passion for delivering value.
Career Growth & Learning Opportunities
At brighthush, your growth is our priority. As a Senior Program Manager, you will:
- Lead high‑visibility initiatives that shape the company’s product strategy and customer experience.
- Collaborate with senior leaders across the organization, gaining exposure to product, GTM, and engineering domains.
- Mentor junior program managers and cross‑functional teammates, fostering a culture of continuous learning.
- Participate in leadership development programs, AI workshops, and industry conferences.
- Advance to Director or VP of Program Management, Customer Success, or Product Operations based on performance and impact.
- Access to a curated learning library, including courses on AI, data science, and advanced program management.
- Opportunity to propose and pilot new program initiatives that can become company‑wide best practices.
Work Environment & Culture at brighthush
brighthush’s Virtual First model empowers you to work from anywhere while staying connected through asynchronous collaboration, intentional meetings, and regular in‑person gatherings. We value:
- Autonomy: Own your projects and deliver results with minimal micromanagement.
- Collaboration: Work closely with diverse teams to create cohesive customer experiences.
- Innovation: Experiment with new tools, especially AI, to improve workflows and outcomes.
- Inclusivity: A welcoming environment where every voice is heard and valued.
- Work‑Life Balance: Flexible schedules, generous PTO, and a focus on mental and physical well‑being.
- Community: Regular virtual coffee chats, hackathons, and cross‑team knowledge‑sharing sessions.
Compensation & Benefits
While the exact salary range varies by location, brighthush offers competitive compensation packages that include:
- Base salary commensurate with experience and market benchmarks.
- Performance‑based bonuses and stock options (Restricted Stock Units).
- Comprehensive health, dental, and vision coverage.
- Generous paid time off, parental leave, and flexible work arrangements.
- Professional development stipend and access to learning platforms.
- Employee wellness programs, including mental health resources and fitness subsidies.
- Annual tech stipend for home office upgrades.
- Access to a global network of mentors and industry experts.
Travel & Flexibility
While the role is primarily remote, you may be required to attend off‑site meetings or team gatherings approximately 5–10% of the year (2–3 days per quarter). We provide advance notice and accommodate any special needs.
Ready to Make an Impact?
If you are a strategic thinker with a passion for customer experience, a knack for leading cross‑functional teams, and a drive to turn data into action, we want to hear from you. Join brighthush and help shape the future of work by creating programs that bring customers closer to the products they love.