Senior Customer Retention Manager – Driving Revenue Growth & Team Leadership at brighthush

About brighthush

brighthush is a global leader in communications infrastructure, delivering cutting‑edge dark fiber, private data networks, wavelengths, Ethernet, and dedicated internet access to enterprises, carriers, and service providers worldwide. With a relentless focus on innovation, reliability, and customer success, brighthush empowers businesses to connect, collaborate, and thrive in an increasingly digital world. Our culture is built on collaboration, curiosity, and a commitment to excellence, and we’re looking for talented professionals who share our passion for delivering exceptional value to our customers.

Role Overview

As a Senior Customer Retention Manager at brighthush, you will spearhead a high‑performing retention team that safeguards and expands our customer base across the United States. You will be the strategic driver behind renewal processes, churn mitigation, and revenue growth initiatives, ensuring that our customers remain satisfied, engaged, and loyal. Your leadership will influence cross‑functional collaboration, data‑driven decision making, and the continuous improvement of our retention framework.

Key Responsibilities

• Team Leadership & Development: Build, mentor, and inspire a diverse team of retention specialists, setting clear performance goals, providing constructive feedback, and fostering a culture of accountability and continuous improvement.
• Renewal Management: Oversee the end‑to‑end renewal lifecycle for all enterprise accounts, ensuring timely, accurate, and profitable contract renewals while maintaining strong customer relationships.
• Revenue Growth & Upsell: Identify and execute upsell and cross‑sell opportunities within the existing customer base, collaborating with sales, product, and marketing teams to maximize revenue potential.
• Churn Analysis & Mitigation: Conduct root‑cause analysis of churn events, develop proactive retention strategies, and implement corrective actions to reduce churn rates and protect revenue.
• Data‑Driven Insights: Leverage analytics tools and CRM data to monitor key retention metrics, forecast renewal revenue, and provide actionable insights to senior leadership.
• Process & Tool Optimization: Continuously refine retention processes, automate workflows, and integrate new technologies to increase efficiency and accuracy across the retention function.
• Stakeholder Collaboration: Partner with Customer Success, Sales, Finance, and Product teams to align retention strategies with broader business objectives and ensure a seamless customer experience.
• Reporting & Communication: Prepare and present regular reports on retention performance, renewal pipeline, and revenue impact to executive stakeholders.
• Compliance & Risk Management: Ensure all retention activities comply with regulatory requirements, internal policies, and industry best practices.
• Continuous Learning: Stay current on industry trends, competitive landscape, and emerging technologies that influence customer retention and incorporate best practices into brighthush’s strategy.

Essential Qualifications

• Bachelor’s or Master’s degree in Business Administration, Marketing, Communications, or a related field.
• Minimum of 5 years of progressive leadership experience in a customer‑centric role.
• At least 7 years of experience within the telecommunications or communications infrastructure industry.
• Proven track record of managing high‑volume renewal processes and driving revenue growth.
• Exceptional communication, negotiation, and stakeholder‑management skills.
• Strong analytical mindset with proficiency in Microsoft Office Suite (Word, Excel, PowerPoint) and Google Workspace.
• Experience with CRM platforms (e.g., Salesforce) and data‑analysis tools.
• Demonstrated ability to lead cross‑functional teams and influence decision making.
• Fluency in English; additional language skills are a plus.

Preferred Qualifications

• Advanced degree (MBA or equivalent) or relevant industry certifications.
• Experience with subscription‑based business models and recurring revenue management.
• Knowledge of advanced analytics techniques (predictive modeling, churn scoring).
• Familiarity with agile project management methodologies.
• Prior experience in a remote or distributed team environment.

Skills & Competencies

• Strategic Thinking & Visionary Leadership
• Customer‑First Mindset
• Data‑Driven Decision Making
• Change Management & Process Improvement
• Collaboration & Cross‑Functional Influence
• Conflict Resolution & Negotiation
• Adaptability & Resilience
• Time Management & Prioritization

Career Growth & Learning Opportunities

At brighthush, we believe in investing in our people. As a Senior Customer Retention Manager, you will have access to:

• Leadership development programs that sharpen strategic, financial, and operational skills.
• Mentorship from senior executives and industry experts.
• Cross‑functional projects that broaden your experience across sales, product, and finance.
• Annual learning budget for conferences, certifications, and courses.
• Clear career pathways to Director of Customer Success, Vice President of Retention, or Chief Customer Officer roles.

Work Environment & Culture at brighthush

Our remote‑first culture empowers you to work from anywhere in the United States while staying connected through collaborative tools, regular virtual town halls, and virtual team‑building events. We celebrate diversity, encourage innovation, and reward initiative. At brighthush, you’ll find:

• Transparent communication and open feedback loops.
• Inclusive hiring practices and a commitment to equity.
• Flexible work hours that support work‑life balance.
• Regular wellness initiatives, including virtual fitness classes and mental health resources.
• A vibrant community of passionate professionals who are dedicated to making a difference.

Compensation & Benefits

We offer a competitive salary range of USD 95,700 – 147,200 per year, commensurate with experience and qualifications. In addition to base pay, you will receive:

• Performance‑based bonuses tied to retention and revenue metrics.
• Comprehensive health, dental, and vision insurance plans.
• 401(k) retirement plan with company match.
• Generous paid time off (PTO) and flexible vacation policy.
• Parental leave policies that support new parents.
• Employee stock purchase plan (ESPP) and equity options.
• Professional development stipend and tuition reimbursement.
• Wellness stipend for gym memberships, meditation apps, or home office upgrades.

How to Apply

Ready to lead the next wave of customer retention excellence at brighthush? Submit your resume and a cover letter that highlights your leadership experience, retention successes, and why you’re excited about this role. We look forward to learning how you can help us keep our customers thriving and our revenue growing.

Closing

Join brighthush and become part of a forward‑thinking organization that values innovation, collaboration, and customer success. As Senior Customer Retention Manager, you will play a pivotal role in shaping the future of our business, driving revenue, and ensuring our customers remain partners for life. If you are a strategic thinker, data‑driven leader, and passionate about customer advocacy, we encourage you to apply today and help us build a brighter, more connected future.