Senior Chief Customer Officer – Global Customer Success, Post‑Sale Operations & Strategic Growth Leadership

About brighthush

brighthush is a trailblazer in rapid incident response and safety solutions, safeguarding more than 18 million people across 18,000+ locations nationwide. Our brighthush Platform—which includes brighthush wearable panic buttons, brighthush critical incident mapping, brighthush visitor management, and brighthush reunification—empowers K‑12 schools, higher education institutions, healthcare facilities, government agencies, commercial enterprises, and public‑safety organizations to plan for, detect, and respond to emergencies of any scale. As we accelerate toward several hundred million dollars in annual recurring revenue, we are seeking a visionary Chief Customer Officer to lead the entire post‑sale lifecycle and ensure our customers derive maximum value from both our Hardware‑as‑a‑Service (HaaS) and Software‑as‑a‑Service (SaaS) offerings.

Why Join brighthush?

At brighthush, you will be part of a high‑impact, mission‑critical team that protects lives and assets across the country. We champion a culture of continuous learning, data‑driven decision making, and cross‑functional collaboration. Our remote‑first environment, combined with a generous benefits package, empowers you to thrive both professionally and personally.

Key Responsibilities

• Executive Leadership & Vision – Design, build, and scale a unified post‑sale organization that merges Account Management, Tier 1/2/3 Support, and the Network Operations Command Center (NOCC) to support a 3× growth target over the next four years.
• Unified Metrics & Accountability – Establish blended “North Star” metrics that balance technical stability (uptime, MTBF) with commercial health (net retention, customer adoption), and embed them into every team’s performance framework.
• Process Optimization – Champion continuous improvement initiatives that eliminate friction between NOC incident detection, support triage, and proactive Customer Success Management (CSM) communication.
• NOCC Oversight – Provide executive direction for 24/7 monitoring, incident response, and high availability of our localized IoT hardware and network ecosystems.
• Operational Firewalls – Implement strict operational boundaries that shield NOCC engineers from routine support queues, allowing them to focus on macro‑level infrastructure health and rapid outage resolution.
• Product Feedback Loop – Partner closely with Engineering and Product teams to translate IoT hardware and software failure rates, as well as telemetry data, into actionable product enhancements.
• Support & Logistics Management – Oversee Tier 1 and Tier 2 Customer Support, ensuring first‑contact resolution (FCR) and SLA compliance, while integrating reverse logistics, hardware troubleshooting, and RMA workflows into the support lifecycle.
• Customer Success & Retention – Own gross and net retention targets across the enterprise portfolio, guiding the CSM team from reactive relationship management to proactive, data‑driven value delivery and account expansion.
• Enterprise Relationship Building – Cultivate executive‑level relationships with key enterprise and district leaders (K‑12 experience is a significant plus), aligning brighthush technology with their strategic operational goals.

Essential Qualifications

• Senior Leadership Experience – 10+ years of senior leadership, with a proven track record of scaling a post‑sale organization beyond $100 million ARR.
• Multi‑Disciplinary Management – Demonstrated success managing both highly commercial teams (CSMs focused on retention metrics) and highly technical operations (NOC, Tier 2 Support, infrastructure engineers) under a single umbrella.
• Data‑Driven Operator – Ability to seamlessly switch between technical support metrics and commercial revenue forecasting, using data to drive decisions.
• Industry Context – Experience within the enterprise safety/security technology sectors is highly preferred.
• HaaS & SaaS Expertise – Deep understanding of the operational complexities of connected physical devices; SaaS experience is required.
• Location – Must be based in, or willing to relocate to, the Atlanta, GA metropolitan area.

Preferred Qualifications

• Prior experience leading a global post‑sale organization in a high‑growth SaaS company.
• Background in IoT or embedded systems product management.
• Proficiency with customer success platforms (e.g., Gainsight, Totango) and support ticketing systems (e.g., Zendesk, ServiceNow).
• Strong stakeholder management skills, with a history of influencing executive leadership.
• Advanced analytical skills, including proficiency in SQL, Python, or similar data‑analysis tools.

Skills & Competencies

• Strategic Vision & Execution
• Cross‑Functional Leadership
• Customer‑Centric Mindset
• Data Analysis & Insight Generation
• Change Management & Process Improvement
• Financial Acumen & Budget Management
• Communication & Influencing
• Resilience & Adaptability in a Fast‑Paced Environment

Career Growth & Learning Opportunities

At brighthush, you will:

• Lead a high‑visibility, cross‑functional team that directly impacts the company’s revenue trajectory.
• Collaborate with senior executives, including the CEO and CTO, on product strategy and market positioning.
• Participate in executive leadership development programs, including mentorship from industry veterans.
• Access to a robust learning platform with courses in leadership, data science, and emerging technologies.
• Opportunity to shape the future of safety technology and influence industry standards.

Work Environment & Culture

brighthush fosters an inclusive, collaborative culture where every voice matters. Our remote‑first model offers flexibility, while regular virtual town halls and quarterly in‑person retreats keep the team connected. We celebrate diversity, champion work‑life balance, and encourage continuous improvement through hackathons, innovation labs, and cross‑team knowledge sharing.

Compensation & Benefits

While specific figures are tailored to experience and market conditions, brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with senior executive roles in the tech industry.
• Performance‑based bonus structure tied to company and individual metrics.
• 401(k) plan with a 4% employer match.
• Comprehensive health, dental, and vision insurance plans.
• Generous paid time off: 15 days of PTO, 12 company holidays, 3 days of paid sick leave, and one floating holiday.
• Monthly device reimbursement to support remote work.
• Up to $2,500 per year for eligible education expenses.
• Employee referral bonus program.
• Charitable program match to support community initiatives.

Recruitment Process & Fraud Prevention

All applications are processed through brighthush’s official applicant tracking system. If you receive an email regarding an opportunity, verify that it originates from an address ending in @brighthush.com. brighthush recruiters may also connect with candidates via LinkedIn; always confirm the recruiter’s profile lists them as a current brighthush employee. We never ask for payment, gift cards, cryptocurrency, or banking information during the hiring process.

Equal Employment Opportunity

brighthush is an equal‑opportunity employer. We prohibit discrimination and harassment of any kind and are committed to providing a work environment free of bias. All employment decisions are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, disability, genetic information, or any other status protected by law.

Ready to Make a Difference?

If you are a seasoned leader who thrives on building high‑performing teams, driving customer success at scale, and shaping the future of safety technology, we want to hear from you. Join brighthush and help us protect lives, empower organizations, and accelerate our growth trajectory.

Apply Today and become a pivotal part of brighthush’s mission to create safer, smarter environments for everyone.