Strategic Head of Customer Success Operations – Building Scalable Systems & Data‑Driven Excellence for a Luxury Relocation Service
About brighthush
brighthush is a trailblazing luxury relocation platform that empowers Americans to redesign their lives abroad with confidence, convenience, and unparalleled service. By combining cutting‑edge technology, a global network of trusted partners, and a passion for human‑centric experiences, we help clients navigate the complexities of international relocation—from visa logistics to cultural immersion—so they can focus on what truly matters: living their best life.
Our mission is simple yet ambitious: to make relocation a seamless, joyful journey for every individual and family. To achieve this, we rely on a high‑touch, concierge‑style Customer Success team that delivers personalized support at every stage of the relocation process. As we scale, we need a visionary leader who can transform the operational backbone of this team, turning data into action and chaos into structure.
Why This Role Matters
As the Head of Customer Success Operations, you will be the architect of the systems, processes, and metrics that enable our Customer Success team to deliver world‑class service at scale. You will partner directly with the Founder & CEO and the Senior Customer Success Manager to shape the operational engine that powers our luxury relocation service. Your focus will be on building robust reporting, streamlining workflows, and ensuring that every team member has the tools and insights they need to exceed client expectations—all while maintaining a fully remote, high‑performance culture.
Key Responsibilities
- Data, Reporting & KPIs
- Design, build, and maintain a comprehensive Customer Success Scorecard that tracks NPS, CSAT, CES, escalation resolution time, refunds, onboarding quality, time to value, retention, upsells, SLA compliance, and response times.
- Develop health‑scoring systems to proactively flag at‑risk clients and surface actionable insights.
- Monitor operational health and workload balance of individual CSMs, ensuring optimal staffing and capacity.
- Deliver weekly dashboards and monthly performance insights to the CEO and Senior CSM, translating data into strategic recommendations.
- Use data to identify process gaps, prioritize improvements, and drive continuous operational excellence.
- Systems, Structure & Oversight
- Own the design and execution of all internal SOPs, including escalation workflows, onboarding/offboarding procedures, 1:1s, team meetings, and communication best practices.
- Audit CSM Slack threads and client escalations weekly to identify breakdowns and opportunities for retraining.
- Build and manage all SOPs, workflows, and team processes in Notion, ensuring clarity and accessibility.
- Forecast capacity and manage the hiring pipeline for new CSMs, aligning headcount with projected client volume.
- Serve as product owner for CS tools such as Salesforce, GHL, and Notion, ensuring system optimization and data hygiene.
- Team Enablement & Leadership
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