Strategic Head of Customer Operations & Experience – Driving Global Customer Success, Renewals, and Post‑Sales Excellence at brighthush

About brighthush

brighthush is at the forefront of the AI‑powered security revolution, redefining how enterprises protect their cloud and AI workloads. With a mission to seamlessly connect code, cloud, and runtime into a single, intelligent context, we empower security teams worldwide to detect, prevent, and respond to threats faster than ever before. Trusted by more than 65% of the Fortune 100, we scan and secure over 230 billion files daily, leveraging Google’s cutting‑edge Threat Intelligence and Security Operations to deliver an unparalleled, AI‑driven platform.

Our culture is built on curiosity, collaboration, and a relentless pursuit of excellence. We celebrate world‑class talent, encourage creative problem‑solving, and foster an environment where every voice is heard and every idea has the potential to shape the future of security.

Why Join brighthush?

• Impact at Scale: Lead initiatives that protect the infrastructure of the world’s largest enterprises.
• Innovation Hub: Work with state‑of‑the‑art AI and cloud technologies, and partner with Google to push the boundaries of security.
• Growth & Development: Access to continuous learning, mentorship, and a clear career ladder that rewards high performance.
• Inclusive Culture: A diverse, global team that values transparency, empathy, and servant leadership.
• Competitive Compensation: Base salary, performance bonus, equity, and a comprehensive benefits package that supports you and your family.

Role Overview

The Head of Customer Operations & Experience will serve as a pivotal strategic and operational leader, aligning cross‑functional execution, team management, and operational rigor across Customer Engineering, Post‑Sales, and Renewals. Reporting directly to the Head of GTM Operations, you will drive operational excellence, streamline processes, and cultivate a high‑performing culture that fuels customer success and drives revenue growth.

Key Responsibilities

• Lead the integration and alignment of Technical, Renewal, and Post‑Sales functions into a unified operational engine.
• Design and implement standardized handoff protocols, shared cadence routines, and governance frameworks that eliminate silos and enhance cross‑team collaboration.
• Identify and eliminate operational redundancies, build end‑to‑end visibility, and enable data‑driven decision making across the customer lifecycle.
• Partner with GTM leadership to translate business priorities into structured operational roadmaps, track progress, and report on key performance indicators.
• Drive operational efficiencies that directly impact Net Retention Rate, On‑Time Renewals, POV win‑rate, and overall lifecycle metrics.
• Define clear scope, ownership structures, and performance benchmarks for each managed leader and their teams.
• Cultivate a transparent, collaborative, and servant‑leadership‑driven culture across technical and customer‑facing domains.
• Oversee tooling, resource allocation, and budget considerations to maximize operational leverage and ROI.

Essential Qualifications

• 5–8 years of global leadership experience in business operations, strategy, or operational leadership within a high‑growth or enterprise tech organization.
• Proven track record of consolidating and leading complex, cross‑functional teams that span Technical, Renewals, and Post‑Sales/Services.
• Direct management experience with a history of coaching, developing, and scaling management talent.
• Exceptional strategic insight coupled with hands‑on expertise in building operational processes, governance frameworks, and data‑driven management models.
• Strong analytical skills, with the ability to translate data into actionable insights and executive‑level presentations.
• Excellent communication, stakeholder management, and influence skills across all levels of the organization.
• Legal right to work in the United States without visa sponsorship.

Preferred Qualifications

• Deep understanding of pre‑sales technical engagements, renewal sales motions, and post‑sales adoption strategies.
• Experience navigating matrixed organizations and acting as a key liaison between senior executive leadership and functional execution teams.
• Advanced proficiency in operational analytics tools, CRM systems, and customer success platforms.
• Demonstrated ability to scale high‑performance teams in a fast‑paced, global environment.

Skills & Competencies

• Strategic Thinking & Execution
• Operational Excellence & Process Design
• Data‑Driven Decision Making
• Team Leadership & Talent Development
• Stakeholder Management & Influence
• Change Management & Continuous Improvement
• Customer‑Centric Mindset
• Servant Leadership Philosophy

Career Growth & Learning Opportunities

At brighthush, your career trajectory is designed to evolve with your ambitions. As Head of Customer Operations, you will:

• Lead cross‑functional initiatives that shape the future of customer success and operational strategy.
• Collaborate with senior leaders across GTM, Product, and Engineering to influence company‑wide priorities.
• Mentor and develop the next generation of leaders, building a legacy of high performance and servant leadership.
• Participate in executive‑level strategy sessions, gaining exposure to the broader business vision and market dynamics.
• Access to internal and external training programs, conferences, and certifications that keep you at the cutting edge of security, AI, and customer success.

Work Environment & Culture

brighthush thrives on a culture of transparency, collaboration, and continuous learning. Our global team spans multiple time zones, yet we maintain a unified rhythm through shared rituals, regular all‑hands meetings, and a commitment to work‑life balance. We celebrate diversity, encourage open dialogue, and empower employees to bring their authentic selves to work.

Compensation, Perks, & Benefits

We offer a competitive total rewards package that includes:

• Base Salary: $234,000 – $300,000 USD (location‑adjusted)
• Performance Bonus: Up to 30% of base salary, tied to individual and company metrics.
• Equity: Stock options that align your success with the company’s long‑term growth.
• Health & Wellness: Comprehensive medical, dental, and vision plans, including mental health resources.
• Retirement: 401(k) plan with company match.
• Paid Time Off: Generous vacation, sick leave, and parental leave policies.
• Remote Flexibility: Fully remote role with support for home‑office setup.
• Professional Development: Annual learning budget, conference sponsorships, and access to industry certifications.
• Community & Social Impact: Opportunities to volunteer, participate in hackathons, and contribute to open‑source security projects.

How to Apply

If you are a visionary leader ready to shape the future of customer operations in a high‑growth, AI‑driven security company, we want to hear from you. Submit your application through our careers portal and join a team that values innovation, impact, and personal growth.

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, gender, sexual orientation, gender identity, age, disability, or any other protected status.

Legal Notice

Applicants must have the legal right to work in the United States without the need for visa sponsorship. This role does not offer visa sponsorship.

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