Head of Customer Retention & Growth Strategy – B2B Carrier Services, Global Leader in Connectivity Solutions

About Brighthush

Brighthush is a global powerhouse in the connectivity and communications sector, delivering mission‑critical bandwidth and infrastructure solutions that power the digital economy. With a portfolio that spans fiber, cloud, and edge services, we enable enterprises, carriers, and service providers to stay ahead in an ever‑evolving market. Our culture is built on innovation, customer obsession, and a relentless pursuit of excellence. At Brighthush, we believe that the best way to predict the future is to create it— and we’re looking for visionary leaders who share that mindset.

Why Brighthush?

When you join Brighthush, you become part of a team that is redefining the way the world connects. We offer:

• Competitive compensation packages that reward impact and results.
• Generous paid time off and flexible work arrangements.
• Robust retirement and 401(k) matching plans.
• Extensive learning and development programs, including leadership coaching, technical certifications, and cross‑functional rotations.
• Inclusive, collaborative culture that values diverse perspectives and encourages innovation.
• Opportunities to work with cutting‑edge technology and influence industry standards.

Position Overview

The Head of Customer Retention & Growth Strategy will spearhead Brighthush’s global customer retention initiatives for our carrier‑centric portfolio. This senior leadership role demands a seasoned professional with a proven track record of driving revenue growth, managing high‑performing teams, and translating data into actionable strategies. The successful candidate will partner with sales, product, finance, and operations to create a seamless, customer‑centric experience that turns loyalty into long‑term partnership.

Key Responsibilities

• Strategic Leadership: Design and execute a world‑class retention strategy that aligns with Brighthush’s growth objectives and market positioning.
• Team Management: Lead, mentor, and scale a high‑performing retention organization, including hiring, coaching, and performance management of managers and analysts.
• Customer Relationship Management: Build and nurture executive relationships with key carrier accounts, ensuring proactive engagement and rapid resolution of issues.
• Revenue Growth: Drive incremental revenue through upsell, cross‑sell, and renewal initiatives, while maintaining a focus on profitability and margin optimization.
• Data‑Driven Decision Making: Leverage advanced analytics, CRM insights, and financial modeling to forecast churn, identify risk factors, and prioritize retention actions.
• Process & Tool Optimization: Champion the adoption of cutting‑edge retention platforms, automation, and AI‑driven predictive models to streamline workflows and improve customer experience.
• Cross‑Functional Collaboration: Partner with Sales, Product, Finance, and Operations to align retention tactics with broader business strategies.
• Stakeholder Communication: Present retention metrics, insights, and strategic plans to executive leadership and board members.
• Compliance & Risk Management: Ensure all retention activities comply with regulatory requirements and internal governance standards.
• Travel & Representation: Represent Brighthush at industry events, customer meetings, and partner forums; travel as needed to support key accounts.

Essential Qualifications

• Bachelor’s degree in Business, Marketing, Finance, or a related field (MBA preferred).
• 10+ years of progressive leadership experience in customer retention, loyalty, or customer success within B2B or carrier environments.
• Minimum of 5 years managing direct reports, including managers and senior analysts.
• Strong commercial acumen with a proven ability to translate customer insights into revenue‑generating actions.
• Deep expertise in CRM systems (e.g., Salesforce, HubSpot) and retention platforms (e.g., Gainsight, Totango).
• Advanced proficiency in financial reporting, forecasting, and business intelligence tools (e.g., Tableau, Power BI).
• Exceptional communication skills—capable of articulating complex data insights to both technical and non‑technical audiences.
• Demonstrated success in leading cross‑functional initiatives that drive customer lifetime value.
• Willingness and ability to travel up to 25% of the time to support key accounts and industry events.

Preferred Qualifications

• Experience in the carrier or telecommunications industry, with a deep understanding of network services and regulatory landscapes.
• Track record of building and scaling high‑performance retention teams in a global, fast‑paced environment.
• Hands‑on experience with AI/ML‑based churn prediction models and automation workflows.
• Knowledge of data privacy regulations (GDPR, CCPA) and their impact on customer engagement strategies.
• Prior exposure to executive‑level stakeholder management and board‑level reporting.

Core Competencies & Skills

• Strategic Thinking: Ability to see the big picture while managing day‑to‑day execution.
• Leadership & Coaching: Proven talent for developing high‑impact teams and fostering a culture of continuous improvement.
• Analytical Mindset: Strong quantitative skills, with the capacity to translate data into actionable insights.
• Customer‑Centric Focus: Passion for delivering exceptional customer experiences that drive loyalty.
• Change Management: Skilled at leading organizational change and driving adoption of new processes and technologies.
• Financial Acumen: Deep understanding of revenue metrics, margin analysis, and cost‑control mechanisms.
• Communication: Excellent written and verbal communication, with the ability to influence at all levels.
• Collaboration: Strong cross‑functional partnership skills, working effectively with Sales, Product, Finance, and Operations.

Career Growth & Development

At Brighthush, your career trajectory is as dynamic as the markets we serve. As Head of Customer Retention, you will:

• Gain executive visibility by presenting to the Board and C‑suite.
• Lead strategic initiatives that shape the future of our carrier portfolio.
• Participate in leadership development programs, including executive coaching and industry conferences.
• Have the opportunity to transition into broader Customer Experience or Commercial Leadership roles.
• Benefit from a culture that rewards innovation, ownership, and measurable impact.

Work Environment & Culture

Brighthush thrives on a culture of collaboration, transparency, and continuous learning. Our remote‑first model empowers employees to work from anywhere while staying connected through weekly virtual town halls, cross‑team hackathons, and real‑time collaboration tools. We celebrate diversity, encourage experimentation, and reward bold ideas that drive customer success.

Compensation & Benefits

While the base salary for this role ranges from USD 215,000 to 235,000 per year, Brighthush offers a comprehensive benefits package that includes:

• Competitive base salary and performance‑based bonuses.
• Equity options to share in the company’s growth.
• Health, dental, and vision insurance for you and your family.
• Generous paid time off, including vacation, sick leave, and personal days.
• Retirement plan with company matching.
• Parental leave policies that support work‑life balance.
• Wellness programs, including mental health resources and fitness stipends.
• Professional development budget and tuition reimbursement.

How to Apply

If you are a visionary leader ready to shape the future of customer retention in the carrier space, we invite you to apply. Join Brighthush and help us create a world where every connection matters.