Strategic Head of Customer Operations & Experience – Driving Global Operational Excellence, Customer Success, and Innovation at brighthush

About brighthush

brighthush is at the forefront of redefining security for the AI era. As one of the fastest‑growing technology companies, we empower teams worldwide to secure cloud and AI applications by unifying code, cloud, and runtime into a single, shared context. Trusted by security leaders across the globe, we have a proven track record of delivering measurable impact for more than 65% of the Fortune 100, safeguarding over 230 billion files daily. Our platform, powered by brighthush’s own AI‑driven threat intelligence, delivers real‑time detection, prevention, and response across every environment, enabling our customers to innovate faster and safer.

At brighthush, we celebrate world‑class talent, foster a culture of creativity and collaboration, and give our people the freedom to think big, experiment, and grow. If you’re passionate about shaping the future of security, love working in a high‑velocity environment, and want to make a tangible difference for our customers, we invite you to join our mission.

Role Overview

The Strategic Head of Customer Operations & Experience is a pivotal, cross‑functional leadership role that blends strategy, execution, and people management to elevate the entire customer lifecycle. Reporting directly to the Head of GTM Operations, you will orchestrate the integration of Technical, Renewals, and Post‑Sales teams into a unified operational engine. Your focus will be on eliminating silos, driving automation, and ensuring end‑to‑end accountability, thereby maximizing customer satisfaction, retention, and revenue growth.

Key Responsibilities

• Lead the operational integration of Technical, Renewal, and Post‑Sales functions, creating a single, cohesive operational framework.
• Design and implement standardized handoff protocols, shared cadence routines, and governance structures that align pre‑sales, renewals, and post‑sales delivery.
• Identify and eliminate operational redundancies, bridge communication gaps, and build end‑to‑end visibility across the customer journey.
• Collaborate closely with GTM Leadership to report on operational health, resource utilization, risk mitigation, and key performance indicators.
• Translate business priorities into structured operational roadmaps, track progress, and adjust strategies to meet or exceed targets.
• Drive operational efficiencies that directly impact KPIs such as 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 high‑performing, transparent, and collaborative culture across technical and customer‑facing domains, leveraging a servant‑leadership style.
• Oversee tooling, resource allocation, and budget considerations to maximize operational leverage and ROI.
• Champion continuous improvement initiatives, leveraging data analytics to inform decision‑making and process refinement.
• Act as a key liaison between senior executive leadership and functional execution teams, ensuring alignment and timely communication.
• Mentor and develop a high‑potential management team, fostering a culture of coaching, accountability, and professional growth.

Essential Qualifications

• 5–8 years of global leadership experience in business operations, strategy, or operational leadership within a high‑growth or enterprise technology organization.
• Proven track record of consolidating and leading complex, cross‑functional teams, specifically encompassing Technical, Renewals, and Post‑Sales/Services.
• Direct managerial experience with a history of coaching, developing, and scaling management talent.
• Exceptional strategic insight combined with hands‑on expertise in building operational processes, governance frameworks, and data‑driven management models.
• Strong analytical mindset with the ability to translate data into actionable insights and executive‑level presentations.
• Excellent communication, negotiation, and stakeholder‑management skills.
• Demonstrated ability to thrive in a fast‑paced, ambiguous environment while maintaining a focus on execution and results.

Preferred Qualifications

• Deep understanding of pre‑sales technical engagements, renewal sales motion, and post‑sales adoption strategies.
• Experience navigating matrixed organizations and acting as a liaison between senior executive leadership and functional execution teams.
• Advanced analytical and executive presentation skills, with a track record of influencing senior stakeholders.
• Experience with AI‑driven security platforms or cloud‑native security solutions.
• Background in scaling operations for a global customer base, including multi‑region and multi‑currency considerations.

Skills & Competencies

• Strategic Thinking & Visionary Leadership
• Operational Excellence & Process Optimization
• Data‑Driven Decision Making & Analytics
• Stakeholder Management & Executive Communication
• Team Building & Talent Development
• Change Management & Cultural Transformation
• Financial Acumen & Budget Stewardship
• Agile & Lean Methodologies
• Customer‑Centric Mindset & Empathy

Career Growth & Learning Opportunities

At brighthush, we believe that the best leaders are lifelong learners. As Head of Customer Operations & Experience, you will:

• Lead a high‑impact, cross‑functional team that directly influences the company’s growth trajectory.
• Collaborate with senior executives, gaining exposure to strategic decision‑making at the highest level.
• Drive initiatives that shape the future of security and AI, positioning you as a thought leader in the industry.
• Participate in leadership development programs, mentorship circles, and industry conferences.
• Benefit from a culture that rewards innovation, experimentation, and continuous improvement.

Work Environment & Company Culture

brighthush thrives on a culture of curiosity, collaboration, and boldness. Our people enjoy:

• Flexible work arrangements, including remote and hybrid options.
• A collaborative, inclusive environment where diverse perspectives are celebrated.
• Regular hackathons, innovation labs, and cross‑team knowledge‑sharing sessions.
• Access to cutting‑edge tools, technologies, and learning resources.
• Opportunities to mentor and be mentored by industry experts.
• A vibrant community that balances high performance with fun and well‑being.

Compensation & Benefits

While specific figures vary by location and role level, brighthush offers a competitive total‑compensation package that includes:

• Base salary commensurate with experience and market benchmarks.
• Performance‑based bonus structure aligned with company and individual goals.
• Equity participation, allowing you to share in the company’s long‑term success.
• Comprehensive health, dental, and vision insurance plans.
• Generous paid time off, parental leave, and flexible scheduling.
• Professional development budget, conference travel, and certification support.
• Well‑being initiatives, including gym memberships, wellness stipends, and mental health resources.
• Employee stock purchase plan and other financial benefits.

Why Join brighthush?

At brighthush, you will be part of a visionary team that is reshaping how the world secures its most valuable assets. You will have the autonomy to innovate, the resources to execute, and the support of a culture that values growth, collaboration, and impact. If you are ready to lead a dynamic, cross‑functional team, drive operational excellence, and help our customers thrive in an AI‑powered world, we want to hear from you.

Apply today and become a key architect of brighthush’s future.