Strategic Customer Success Operations Manager – Driving Data‑Driven Customer Journeys, Process Optimization, and Cross‑Functional Leadership at brighthush

About brighthush

brighthush is a forward‑thinking SaaS company that empowers businesses to unlock the full potential of their data. With a portfolio of cloud‑native solutions that span customer experience, analytics, and automation, we help our clients transform raw information into actionable insights. Our mission is to create a world where every customer interaction is seamless, personalized, and measurable. At brighthush, we blend cutting‑edge technology with a culture of curiosity, collaboration, and continuous learning.

Why Join brighthush?

• Impactful Work: Your initiatives will shape the customer experience for thousands of users worldwide.
• Growth Opportunities: We invest heavily in professional development, offering mentorship, certifications, and a clear career ladder.
• Inclusive Culture: Diversity, equity, and inclusion are core to our values. Every voice is heard and valued.
• Flexible Work Environment: Fully remote with a focus on results, not hours. We support a healthy work‑life balance.
• Competitive Compensation: Market‑aligned salary, performance bonuses, and a comprehensive benefits package.

Position Overview

As the Strategic Customer Success Operations Manager at brighthush, you will be the catalyst that transforms customer success from a reactive function into a proactive, data‑driven engine of growth. You will partner with regional leaders, product teams, and sales to design, implement, and refine processes that elevate customer satisfaction, reduce churn, and unlock upsell opportunities. Your analytical mindset, operational rigor, and collaborative spirit will ensure that every customer interaction is intentional, measurable, and aligned with our business objectives.

Key Responsibilities

• Strategic Planning & Execution:
  • Develop and roll out standardized methodologies for customer success operations across all regions.
  • Set clear, measurable goals, KPIs, and dashboards that track success metrics such as NPS, CSAT, churn rate, and expansion revenue.
  • Lead quarterly business reviews with senior leadership to assess performance and refine strategy.
• Data Analysis & Insight Generation:
  • Collect, cleanse, and analyze customer data from CRM, support tickets, usage analytics, and survey tools.
  • Translate data into actionable insights that inform product roadmaps, onboarding flows, and retention tactics.
  • Build predictive models to identify at‑risk accounts and high‑value prospects.
• Cross‑Functional Collaboration:
  • Partner with Sales, Product, Marketing, and Engineering to create integrated account plans that drive revenue and satisfaction.
  • Facilitate regular alignment meetings to ensure all teams share a unified view of customer health.
  • Champion a customer‑centric mindset across the organization.
• Customer Feedback Loop:
  • Design and maintain a continuous feedback system that captures real‑time customer sentiment.
  • Analyze feedback trends and collaborate with product to prioritize feature enhancements.
  • Report on sentiment metrics and their impact on business outcomes.
• Training & Enablement:
  • Create comprehensive training modules for new hires and ongoing skill development.
  • Lead workshops on best practices in customer engagement, data literacy, and process automation.
  • Ensure the Customer Success team stays current with industry trends and tools.
• Process Optimization:
  • Map end‑to‑end customer journeys and identify bottlenecks or friction points.
  • Implement process improvements that reduce cycle time, increase efficiency, and enhance quality.
  • Leverage automation platforms (e.g., Zapier, HubSpot, Salesforce) to streamline routine tasks.
• Leadership & Team Development:
  • Mentor and coach Customer Success managers, fostering a culture of accountability and continuous improvement.
  • Conduct performance reviews, set career development plans, and recognize high performers.
  • Build a high‑performing team that embodies brighthush’s values of curiosity, collaboration, and customer obsession.

Essential Qualifications

• Education: Bachelor’s or Master’s degree in Business Administration, Marketing, Management, or a related field.
• Experience: 5+ years in customer success, operations, or a related leadership role within a SaaS or tech environment.
• Technical Proficiency:
  • Deep familiarity with CRM platforms (Salesforce, HubSpot), customer success tools (Gainsight, Totango), and analytics suites (Tableau, Looker).
  • Experience with data extraction, ETL processes, and SQL for data analysis.
• Analytical Skills: Ability to interpret complex data sets, build dashboards, and derive actionable insights.
• Process Optimization: Proven track record of streamlining workflows, implementing automation, and driving operational excellence.
• Communication: Exceptional verbal and written communication skills; adept at presenting insights to executive audiences.
• Project Management: Strong ability to juggle multiple initiatives, set priorities, and deliver on deadlines.
• Leadership: Demonstrated experience leading cross‑functional teams and fostering a collaborative environment.
• Problem‑Solving: Creative thinker who can diagnose issues, propose solutions, and implement changes effectively.

Preferred Qualifications

• Experience with customer success metrics such as NPS, CSAT, churn, and expansion revenue.
• Background in data science or analytics, including predictive modeling.
• Knowledge of the latest trends in customer experience, AI‑driven support, and automation.
• Previous experience in a fast‑paced, high‑growth startup environment.

What We Offer

• Competitive Salary & Bonuses: Market‑aligned base pay with performance‑based bonuses.
• Health & Wellness: Comprehensive medical, dental, and vision plans; mental health resources; wellness stipend.
• Retirement & Financial Planning: 401(k) with company match, financial advisory services.
• Professional Development: Tuition reimbursement, conference sponsorships, and access to online learning platforms.
• Flexible Work Arrangements: Fully remote with optional co‑working spaces in major cities.
• Equity & Ownership: Stock options to share in brighthush’s success.
• Culture & Community: Monthly virtual happy hours, quarterly all‑hands meetings, and a vibrant internal community.

Time Zone & Work Hours

Preferred: Central Standard Time (CST). Eastern Standard Time (EST) is also acceptable. We operate on a results‑oriented model, so your schedule should align with the needs of your regional teams and key stakeholders.

How to Apply

Ready to shape the future of customer success at brighthush? Submit your resume and a brief cover letter outlining why you’re the perfect fit for this role. We look forward to exploring how your expertise can drive measurable impact for our customers and our organization.

Apply to this position

Equal Opportunity Statement

brighthush is an equal‑opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, disability, veteran status, or any other protected characteristic.

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