Senior Customer Experience Manager – West Coast – Driving Adoption, Satisfaction, and Renewal for Public Safety Tech at brighthush

About brighthush and the Public Safety Technology Landscape

brighthush is a trailblazer in public safety technology, crafting scalable, elegant software that empowers first responders and government agencies to protect communities with confidence and precision. Our mission is simple yet profound: to elevate the safety and quality of life for every citizen by delivering tools that are intuitive, reliable, and future‑ready. With a portfolio that spans emergency dispatch, incident management, and data analytics, we partner with law enforcement, fire departments, and emergency medical services across the United States and beyond.

In an era where technology is the backbone of rapid response, brighthush stands at the forefront of innovation. We are committed to diversity of thought, experience, and background—recognizing that the best solutions arise when people from all walks of life collaborate. If you are passionate about making a tangible difference in public safety and thrive in a culture that values curiosity, resilience, and continuous learning, brighthush is the place for you.

Role Overview: Why This Position Matters

As a Senior Customer Experience Manager on our West Coast team, you will be the bridge between our clients and the brighthush product ecosystem. You will champion the client’s voice, ensuring that every interaction—from pre‑implementation to post‑deployment—delivers measurable value. Your work will directly influence product adoption, user satisfaction, renewal rates, and the overall success of our public safety partners.

Key responsibilities include:

Client Advocacy & Relationship Management

• Act as the trusted advisor for high‑profile public safety agencies, understanding their unique workflows and operational challenges.
• Build and nurture relationships with power users, decision makers, and influencers at client sites.
• Serve as the primary point of contact for escalated issues, ensuring timely resolution and client satisfaction.

Implementation & Post‑Implementation Excellence

• Participate in pre‑implementation activities to set clear expectations, define success metrics, and establish domain expertise.
• Lead post‑implementation visits, training sessions, and workshops to embed best practices and maximize ROI.
• Collaborate closely with Implementation, Customer Support, and Account Management teams to create a seamless handover and ongoing support model.

Product Feedback & Continuous Improvement

• Collect, analyze, and contextualize user feedback to inform the product roadmap.
• Maintain open communication with clients to resolve product issues and share updates on new feature releases.
• Track and report on key metrics such as Net Promoter Score (NPS), adoption rates, and renewal/expansion opportunities.

Cross‑Functional Collaboration & Problem Solving

• Work with Engineering, Product, and Marketing to translate client needs into actionable enhancements.
• Facilitate cross‑team workshops and brainstorming sessions to tackle complex challenges.
• Champion a culture of continuous improvement by proposing and testing new processes that elevate both internal efficiency and client satisfaction.

Travel & On‑Site Engagement

• Travel up to 80% of the time, visiting client sites across California and neighboring states.
• Comfortably work from client locations, adapting to on‑site environments and schedules.
• Leverage remote collaboration tools to maintain strong relationships with clients who prefer virtual engagement.

Essential Qualifications & Experience

• 5–10 years of experience in account management, customer success, consulting, or project management within a technology or public sector environment.
• Proven track record of managing complex, multi‑phase projects from inception to successful delivery.
• Strong written and verbal communication skills, with the ability to translate technical jargon into clear, client‑friendly language.
• Detail‑oriented mindset, adept at documenting processes, tracking tasks, and maintaining meticulous records.
• Comfortable working in a matrixed organization, collaborating across multiple teams and stakeholders.
• Exceptional problem‑solving abilities, both independently and through collaborative inquiry.
• Experience with public sector clients—law enforcement, fire, EMS, or related agencies—at local, state, or federal levels.
• Willingness to travel extensively and work directly from client sites.
• Adaptability to change, with a proactive approach to evolving processes and client needs.
• Experience providing constructive feedback across all levels of leadership and peers.

Preferred Qualifications & Additional Skills

• Four‑year university or college degree (or equivalent professional experience).
• Experience with customer success platforms (e.g., Gainsight, Totango) and CRM systems (e.g., Salesforce).
• Knowledge of public safety operations, incident response workflows, or emergency management.
• Background in data analysis or metrics reporting to drive evidence‑based decision making.
• Fluency in multiple languages is a plus, especially for serving diverse communities.

What You’ll Gain at brighthush

• Mentorship & Growth: Work alongside seasoned Customer Experience professionals who are eager to share insights and support your career trajectory.
• Cross‑Functional Collaboration: Engage daily with Product, Engineering, Implementation, and Executive teams, gaining a holistic view of how technology transforms public safety.
• Impactful Work: Contribute to mission‑critical software that saves lives and strengthens community resilience.
• Learning & Development: Access to continuous learning resources—including Udemy, Coursera, and internal workshops—starting from day one.
• Inclusive Culture: Thrive in an environment that values diverse perspectives, encourages open dialogue, and celebrates collective success.
• Work‑Life Balance: Flexible remote options and a supportive schedule that respects personal commitments.
• Competitive Compensation: A comprehensive package that includes base salary, performance bonuses, equity, health benefits, and more.

Compensation & Benefits (General Overview)

While specific figures vary based on experience and location, brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with market rates for senior customer experience roles.
• Annual performance bonus tied to client satisfaction, renewal metrics, and product adoption.
• Equity options that align your success with the company’s growth.
• Comprehensive health, dental, and vision insurance plans.
• 401(k) matching and retirement planning resources.
• Paid time off, holidays, and flexible work arrangements.
• Professional development stipend and access to industry conferences.

Location & Eligibility

This position is based in California (excluding San Francisco) and requires the ability to travel up to 80% of the time. Candidates must be authorized to work in the United States and must be able to perform the role in one of the states where brighthush is approved to hire.

How to Apply

Ready to make a difference in public safety and join a team that values innovation, collaboration, and impact? Submit your application through our careers portal or click the link below to apply directly.

Apply to this Senior Customer Experience Manager role at brighthush

brighthush’s Commitment to Diversity and Inclusion

brighthush is dedicated to fostering an inclusive environment where all employees feel respected, valued, and empowered to contribute their best. We welcome applicants of all backgrounds and identities, and we provide reasonable accommodations for individuals with disabilities. If you require assistance during the application process, please contact us at [email protected].

Privacy & Security

brighthush respects your privacy. Our privacy notice explains how we collect, use, and protect your personal information throughout the recruitment process. We also enforce strict security protocols to safeguard all employee data and ensure compliance with relevant regulations.

Join brighthush – Where Technology Meets Public Safety

At brighthush, you will be part of a mission‑driven organization that transforms how communities respond to emergencies. Your expertise will shape the experience of thousands of first responders, ensuring they have the tools they need to protect lives and property. If you are ready to lead, innovate, and make a lasting impact, we encourage you to apply today.

We look forward to welcoming you to the brighthush family.