Senior Customer Success & Account Management Lead – Revenue Retention, Renewal Strategy, and Client Advocacy at brighthush

About brighthush

brighthush is a global leader in high‑performance communications infrastructure, delivering mission‑critical bandwidth and network solutions that power the digital economy. With a portfolio that spans fiber, cloud, and edge services, we enable enterprises, service providers, and public sector organizations to stay connected, secure, and scalable. Our culture is built on innovation, customer obsession, and a relentless pursuit of excellence. As we expand our footprint across the United States and beyond, we are looking for a seasoned Customer Success & Account Management Lead to join our dynamic team and drive revenue growth while championing the voice of the customer.

Why Join brighthush?

At brighthush, you’ll work in a fast‑paced, collaborative environment where your ideas directly influence product roadmaps and customer experience. We offer:

• Competitive base salary with performance‑based bonuses
• Comprehensive benefits package, including health, dental, vision, and life insurance
• Generous paid time off, flexible work arrangements, and a 401(k) plan with company match
• Unlimited learning budget and access to industry‑leading training platforms
• Employee stock purchase plan and equity opportunities for high performers
• Inclusive culture with employee resource groups, mentorship programs, and regular town halls

Key Responsibilities

As the Senior Customer Success & Account Management Lead, you will be the strategic partner for our most valuable clients, ensuring their success and driving revenue retention. Your day‑to‑day responsibilities will include:

• Renewal Management: Own the end‑to‑end renewal process, from forecasting and risk assessment to negotiation and contract execution.
• Revenue Protection: Identify upsell, cross‑sell, and expansion opportunities within existing accounts to maximize lifetime value.
• Customer Advocacy: Lead quarterly business reviews, executive briefings, and customer health assessments to surface insights and drive action.
• Strategic Planning: Collaborate with Sales, Product, and Engineering to align on customer roadmaps, feature adoption, and service enhancements.
• Data‑Driven Decision Making: Leverage analytics tools to monitor churn risk, usage patterns, and satisfaction metrics; translate data into actionable recommendations.
• Team Leadership: Mentor and coach a high‑performing account management team, fostering a culture of continuous improvement and customer focus.
• Process Optimization: Continuously refine account management workflows, CRM usage, and reporting frameworks to increase efficiency and scalability.

Essential Qualifications

To thrive in this role, you should bring:

• Minimum 5 years of experience in customer retention, account management, or client services within a SaaS, telecom, or high‑tech environment.
• Proven track record of managing multi‑million‑dollar renewal pipelines and achieving high renewal rates.
• Strong negotiation skills with a history of closing complex contracts and securing favorable terms.
• Excellent communication and presentation abilities, capable of engaging C‑suite executives and technical stakeholders alike.
• Analytical mindset with proficiency in CRM systems (e.g., Salesforce, HubSpot) and data visualization tools (e.g., Tableau, Power BI).
• Fluency in English; additional languages are a plus.

Preferred Qualifications

We value the following additional experiences and skills:

• Background in the telecommunications or network infrastructure industry.
• Experience managing a distributed, remote team across multiple time zones.
• Knowledge of regulatory compliance and security standards relevant to data‑centric services.
• Certifications such as Certified Customer Success Manager (CCSM) or Project Management Professional (PMP).
• Track record of leading cross‑functional initiatives that drive customer satisfaction and revenue growth.

Skills & Competencies

Success at brighthush requires a blend of technical acumen, business savvy, and interpersonal finesse:

• Strategic Thinking: Ability to see the big picture while managing day‑to‑day operational details.
• Customer‑Centric Mindset: Passion for solving customer pain points and delivering measurable value.
• Data Literacy: Comfortable interpreting complex datasets to inform strategy.
• Influence & Persuasion: Skilled at building consensus across diverse stakeholder groups.
• Adaptability: Thrives in a rapidly evolving technology landscape and can pivot priorities as needed.
• Leadership: Inspires and develops high‑performing teams, fostering accountability and growth.

Career Growth & Learning Opportunities

At brighthush, we believe in investing in our people. As a Senior Customer Success & Account Management Lead, you will:

• Progress into Director or VP roles within Customer Success, Sales, or Product Management.
• Participate in executive‑level strategy sessions, shaping the future of our services.
• Access a dedicated learning budget for certifications, conferences, and advanced coursework.
• Engage in mentorship programs, both as a mentee and a mentor, to accelerate professional development.
• Collaborate with global teams, gaining exposure to international markets and cross‑cultural best practices.

Work Environment & Culture

brighthush embraces a hybrid work model that balances remote flexibility with in‑office collaboration. Our culture is defined by:

• Transparency: Open communication channels and regular updates from leadership.
• Innovation: A sandbox mentality that encourages experimentation and rapid iteration.
• Diversity & Inclusion: A commitment to building a workforce that reflects the communities we serve.
• Well‑being: Programs that support mental, physical, and financial health.
• Community Impact: Volunteer opportunities and corporate social responsibility initiatives.

Compensation & Perks

While the base salary for this role ranges from USD 75,390 to 107,700 per year, the total compensation package includes:

• Performance‑based bonuses tied to renewal success and customer satisfaction metrics.
• Equity options for high‑performing employees, aligning personal success with company growth.
• Health, dental, and vision coverage with a generous employee contribution.
• Flexible PTO policy, including paid holidays, vacation, and sick leave.
• Parental leave policy that supports both new parents and caregivers.
• Wellness stipend, gym membership discounts, and mental health resources.

How to Apply

Ready to take the next step in your career and help shape the future of connectivity? Submit your application through our careers portal and join a team that values innovation, customer success, and personal growth.