Senior Customer & Field Service Manager – North America – CSM & FSM Architecture & Delivery Leadership

About brighthush and the Opportunity

brighthush is a global leader in digital transformation, delivering cutting‑edge solutions that empower businesses to thrive in an ever‑evolving marketplace. With a strong focus on customer experience, we help Fortune 500 companies in the Financial Services Industry (FSI) and Healthcare & Life Sciences (HLS) sectors streamline operations, reduce costs, and accelerate innovation. As we expand our North American footprint, we are looking for a visionary Customer & Field Service Manager to drive our Customer Service Management (CSM) and Field Service Management (FSM) capabilities to new heights.

Why Join brighthush?

• Impactful Leadership: Own the end‑to‑end delivery of CSM/FSM solutions for high‑profile clients.
• Strategic Influence: Shape the roadmap, architecture, and reusable assets that define our service excellence.
• Growth & Development: Access to world‑class training, mentorship, and a culture that rewards innovation.
• Competitive Compensation: Attractive base salary, discretionary incentive, and comprehensive benefits.
• Flexible Work: Fully remote role with a supportive, collaborative team environment.

Key Responsibilities

As the Customer & Field Service Manager, you will be the linchpin between strategy, architecture, and execution. Your day‑to‑day activities will include:

• Architecture Leadership: Provide high‑level design guidance for complex CSM/FSM implementations across FSI and HLS domains, ensuring alignment with industry best practices and client expectations.
• Escalation Management: Partner with Delivery to resolve Priority 1 and Priority 2 escalations within agreed service‑level agreements, driving rapid resolution and client satisfaction.
• Roadmap Ownership: Own the CSM/FSM capability roadmap, translating strategic objectives into actionable plans and presenting progress in quarterly customer roadmap reviews.
• Reusable Asset Development: Lead the creation of reusable solution assets, such as the CSM Industry Starter Kit (Q4 FY26) and the FSM Field‑Service Starter Kit (Q2 FY27), to accelerate future engagements.
• Solution Architecture for RFPs: Lead architecture for CSM/FSM‑led Requests for Proposal (RFPs), establishing delivery and quality assurance standards that differentiate brighthush in the market.
• Academy Partnership: Collaborate with the Academy to design and deliver upskilling programs focused on FSM capability, ensuring the team remains at the forefront of industry trends.
• Center of Excellence (CoE) Contribution: Allocate up to 40 % of your capacity to CoE responsibilities, driving continuous improvement, knowledge sharing, and process optimization.
• Billable Delivery: Dedicate at least 60 % of your capacity to billable delivery, escalation support, and Academy‑partnered upskilling, directly contributing to brighthush’s revenue growth.

Essential Qualifications

• Current CIS‑CSM certification, demonstrating mastery of Customer Service Management principles.
• Proven experience leading CSM/FSM implementations in a consulting or service‑delivery environment.
• Strong architectural mindset with the ability to translate business requirements into scalable technical solutions.
• Excellent communication skills, capable of presenting complex concepts to both technical and non‑technical stakeholders.
• Demonstrated ability to manage multiple high‑priority escalations while maintaining service‑level commitments.
• Experience working with clients in the FSI and/or HLS sectors, with a deep understanding of industry workflows and regulatory requirements.

Preferred Qualifications

• Current CIS‑FSM certification or extensive hands‑on FSM delivery experience.
• Experience developing reusable solution assets, such as starter kits, templates, or playbooks.
• Background in leading RFP architecture and establishing quality assurance frameworks.
• Track record of partnering with training or Academy teams to deliver upskilling programs.
• Knowledge of emerging technologies in IoT, AI, and analytics that enhance field service operations.

Core Skills & Competencies

• Strategic Thinking & Visionary Leadership
• Solution Architecture & Design Excellence
• Project & Program Management
• Client Relationship Management
• Escalation & Issue Resolution
• Cross‑Functional Collaboration
• Continuous Improvement & Process Optimization
• Mentoring & Knowledge Transfer

Career Growth & Learning Opportunities

At brighthush, your career trajectory is defined by the impact you create. As a Customer & Field Service Manager, you will:

• Progress to senior leadership roles such as Director of Service Delivery or Head of Customer Experience.
• Gain exposure to global clients and complex, multi‑region projects that broaden your strategic perspective.
• Participate in executive‑level workshops, industry conferences, and certification programs to stay ahead of market trends.
• Leverage brighthush’s Academy to develop new competencies in emerging technologies, data analytics, and digital transformation.
• Benefit from a mentorship program that pairs you with seasoned leaders across the organization.

Work Environment & Culture

brighthush thrives on a culture of collaboration, innovation, and accountability. Our remote workforce is supported by:

• Weekly virtual town halls and cross‑functional knowledge‑sharing sessions.
• Flexible work hours that respect work‑life balance while meeting client needs.
• A transparent performance framework that rewards results and continuous learning.
• Inclusive initiatives that celebrate diversity, equity, and belonging.
• Access to cutting‑edge collaboration tools, ensuring seamless communication across time zones.

Compensation & Benefits

The base salary for this role ranges from $119,000 to $139,500, commensurate with experience and qualifications. In addition:

• Eligibility for brighthush’s discretionary annual incentive program, based on performance and aligned with company goals.
• Comprehensive medical, dental, and vision insurance plans.
• Paid holidays, paid time off, and a generous parental leave policy.
• 401(k) plan with company match to support long‑term financial planning.
• Long‑term and short‑term disability coverage.
• Employee Stock Purchase Plan, allowing you to invest in brighthush’s future.
• Professional development stipend and access to industry certifications.

How to Apply

If you are a strategic thinker with a passion for customer experience and field service excellence, we invite you to join brighthush and shape the future of digital service delivery. Submit your application by November 30, 2026 and become part of a team that values innovation, collaboration, and impact.