Seasoned Senior Technical Customer Success Manager – Remote – Driving Home Solar Innovation, Elevating Customer Experience, Accelerating Sustainable Energy Adoption, and Leading Digital Transformation at brighthush

Welcome to brighthush – Where Solar Innovation Meets Customer Excellence

At brighthush, we’re on a bold mission: to democratize clean, affordable energy for every household across Germany and beyond. By turning balconies and terraces into thriving micro‑power plants with our Balkonkraftwerke—compact, rooftop solar systems that fit into any space—we empower homeowners to take control of their electricity costs, reduce their carbon footprint, and shape a sustainable future.

Why the Solar Revolution Matters

The global renewable energy sector is experiencing unprecedented growth, driven by climate urgency, falling technology costs, and supportive policy frameworks. Residential solar, in particular, is poised to become a cornerstone of the transition to a low‑carbon economy. Homeowners are increasingly seeking flexible, plug‑and‑play solutions that deliver instant value without the complexity of traditional installations. At brighthush, we believe that every balcony, terrace, or rooftop should be an opportunity to generate clean power, and we’re building the tools that make that possible.

Our Vision and Mission

To empower every household with the ability to generate, monitor, and manage their own clean energy, thereby reducing dependence on fossil fuels and fostering a greener, more resilient community. We do this by combining cutting‑edge solar technology with intuitive software, seamless customer support, and a culture that values innovation, empathy, and impact.

Product Deep Dive: The Balkonkraftwerke

Our flagship product, the Balkonkraftwerke, is a plug‑and‑play solar kit that includes high‑efficiency solar panels, a smart inverter, and a mobile app that provides real‑time performance data. The system is designed to be installed on balconies, terraces, or any suitable rooftop space, making it an ideal solution for apartment dwellers and homeowners alike. Key features include:

• Modular Design: Easy to assemble and disassemble, allowing users to upgrade or relocate the system as needed.
• Smart Connectivity: Integrated Wi‑Fi module that streams performance metrics to a user‑friendly app.
• Safety & Compliance: Built to meet German electrical standards and certified for use in residential settings.
• Eco‑Friendly Materials: Recyclable components and minimal environmental footprint during manufacturing.
• Scalable Architecture: Future‑proof design that supports integration with home energy storage and smart grid technologies.
• Low Maintenance: Self‑diagnostic firmware that alerts users to potential issues before they become critical.

Why Join brighthush?

Working at brighthush means being part of a high‑growth, fully remote team that values flexibility, innovation, and a customer‑first mindset. You’ll have the opportunity to shape the future of home solar solutions, collaborate with cross‑functional teams, and make a tangible impact on people’s lives. Our culture is built on flat hierarchies, continuous learning, and a shared commitment to sustainability.

Role Overview

As a Senior Technical Customer Success Manager, you will be the frontline advocate for our customers, ensuring they experience a flawless, hassle‑free operation of their Balkonkraftwerke. Your blend of technical expertise, communication skills, and customer‑centric approach will help us scale our impact while delivering world‑class support.

Key Responsibilities

• Technical Support & Troubleshooting: Diagnose and resolve issues related to solar modules, inverters, and the brighthush app. Guide customers through setup, maintenance, and performance optimization.
• Ticketing & Communication: Manage inbound tickets via our CRM, prioritize requests, and provide clear, concise responses in German and English. Escalate complex problems to engineering or product teams when necessary.
• Phone & Email Service: Deliver friendly, knowledgeable assistance over the phone and via email, turning technical jargon into everyday language.
• Process Improvement: Collaborate with cross‑functional teams (Engineering, Product, Marketing) to refine support workflows, create knowledge base articles, and implement automation where possible.
• Onboarding & Training: Mentor new Customer Success hires, sharing best practices and ensuring they quickly become productive contributors.
• Customer Advocacy: Gather feedback, identify trends, and advocate for product enhancements that improve the customer journey.
• Performance Metrics: Track and report on key performance indicators such as ticket resolution time, customer satisfaction scores, and first‑contact resolution rates.
• Community Building: Foster a sense of community among our users through webinars, Q&A sessions, and user forums.
• Product Feedback Loop: Act as the voice of the customer in product development meetings, ensuring that user pain points are addressed in future releases.
• Documentation & Knowledge Sharing: Maintain up‑to‑date documentation for internal teams and external customers, ensuring consistency and clarity across all touchpoints.

Essential Qualifications

• Technical Acumen: A solid foundation in renewable energy technology, especially solar PV systems, inverters, and related hardware. A willingness to deepen your knowledge continuously.
• Customer Success Experience: Minimum of 1 year in a junior or associate Customer Success role, with proven experience in technical support and customer communication.
• Communication Skills: Excellent written and verbal communication in German; proficiency in English is a must for international customers.
• Problem‑Solving Mindset: Ability to diagnose issues quickly, think analytically, and propose practical solutions.
• Reliability & Autonomy: Demonstrated ability to manage multiple tickets simultaneously, meet SLAs, and work independently in a remote setting.
• Team Player: Strong collaboration skills, openness to feedback, and a genuine enthusiasm for working in a fast‑paced, cross‑functional environment.
• Adaptability: Comfortable with evolving product features and changing customer expectations.

Preferred Qualifications

• Experience with ticketing systems such as Zendesk, Freshdesk, or similar platforms.
• Background in electrical engineering, renewable energy, or a related field.
• Previous exposure to SaaS or IoT product support.
• Fluency in additional languages (e.g., French, Spanish).
• Knowledge of solar regulations and certification processes in Germany.
• Experience with data analytics tools (e.g., Power BI, Tableau) for performance monitoring.

Core Skills & Competencies

• Technical Fluency: Comfort with hardware diagnostics, firmware updates, and data analytics dashboards.
• Customer‑Centric Mindset: Empathy, patience, and a genuine desire to help customers succeed.
• Strong organizational skills and meticulous attention to detail.
• Adaptability – thriving in a rapidly evolving product landscape.
• Proactive communication – keeping stakeholders informed and expectations managed.
• Strategic thinking – translating customer insights into actionable product improvements.
• Leadership potential – guiding junior team members and driving initiatives.

Career Path & Growth Opportunities

At brighthush, we believe in nurturing talent and providing clear career trajectories. As you grow in your role, you’ll have opportunities to:

• Advance to Senior Customer Success Manager or Team Lead positions.
• Transition into Product Management or Engineering roles, leveraging your deep customer insights.
• Lead cross‑functional projects that shape the future of home solar solutions.
• Participate in mentorship programs, both as a mentee and eventually as a mentor.
• Attend industry conferences, workshops, and training sessions to stay at the forefront of renewable energy and customer success best practices.
• Take on strategic initiatives such as market expansion, new product launches, or global support operations.

Learning & Development at brighthush

We invest heavily in the professional growth of our team members. You’ll have access to:

• Company‑sponsored courses on renewable energy, customer success, and leadership.
• Annual professional development budget for certifications, conferences, or self‑paced learning.
• Regular knowledge‑sharing sessions with product, engineering, and marketing teams.
• Mentorship and coaching programs to accelerate skill acquisition.
• Access to industry‑leading learning platforms such as Coursera, Udemy, and LinkedIn Learning.
• In‑house workshops on emerging technologies like AI, machine learning, and IoT integration.

Culture & Work Environment

Our culture is built on:

• Flat Hierarchies: Direct access to founders and senior leaders.
• Remote Flexibility: Work from anywhere while staying connected through weekly video calls and collaborative tools.
• Team Spirit: Regular virtual team events, hackathons, and quarterly retreats.
• Continuous Learning: Company‑sponsored courses, certifications, and conference attendance.
• Open Feedback: Transparent communication channels and a culture of constructive feedback.
• brighthush‑Powered Workstations: Latest laptops, phones, and accessories to keep you productive.
• Inclusive Environment: A diverse and inclusive workplace that values different perspectives and ideas.
• Wellness & Balance: Flexible working hours, mental health resources, and a focus on work‑life harmony.

Compensation & Benefits Overview

While specific figures vary by experience, we offer a competitive salary package that reflects the market for remote technical support roles in the renewable energy sector. In addition:

• Performance‑based bonuses and equity options.
• Health and wellness stipend.
• Flexible vacation policy and generous paid time off.
• Home‑office equipment allowance.
• Annual professional development budget.
• Access to a company‑wide wellness program, including virtual fitness classes and mental health resources.
• Discounts on our solar products for employees and their families.
• Retirement savings plan with company match.
• Regular team‑building retreats and off‑site events.

How to Apply

If you’re passionate about clean energy, thrive in a customer‑first environment, and want to make a tangible impact on people’s lives, we’d love to hear from you. Please submit your resume and a brief cover letter outlining why you’re the perfect fit for this role to [email protected]. We look forward to exploring how you can contribute to our mission.

Join the Solar Revolution

At brighthush, every day is an opportunity to innovate, collaborate, and drive sustainable change. If you’re ready to bring your technical curiosity, empathy, and drive to a team that values impact over everything else, apply now and become a key player in the next wave of sustainable living.