Senior Customer Success Architect – Telecommunications & Unified Communications – Remote, Full‑Time at brighthush

About brighthush

brighthush is a trailblazing technology partner that empowers businesses worldwide to transform their communication infrastructure. With a portfolio that spans voice, video, and collaboration solutions, we help organizations of all sizes unlock the full potential of modern, cloud‑based communications. Our mission is to deliver seamless, scalable, and secure connectivity that drives productivity, collaboration, and customer satisfaction. As a fast‑growing, customer‑centric company, we pride ourselves on a culture of innovation, empathy, and continuous learning.

Why Join brighthush?

• Remote‑First Flexibility: Work from anywhere in the world with a fully remote environment that supports your lifestyle.
• Competitive Compensation & Benefits: Receive a market‑competitive salary, performance bonuses, and a comprehensive benefits package that includes top‑tier health, dental, and vision coverage for you and your dependents.
• Wellness & Work‑Life Balance: Access extensive mental‑wellness programs, flexible vacation policies, and generous paid time off to recharge.
• Diverse & Inclusive Culture: Join a team that values diverse perspectives, fosters inclusion, and celebrates every individual’s unique contributions.
• Career Growth & Learning: Benefit from continuous professional development, mentorship programs, and the opportunity to work on cutting‑edge telecommunications projects.

Role Overview

As a Customer Success Architect at brighthush, you will be the trusted technical advisor for our enterprise clients. Your role blends deep technical expertise with a passion for customer success, enabling you to design, implement, and optimize brighthush solutions that deliver measurable business outcomes. You will collaborate closely with sales, engineering, and support teams to ensure a seamless customer journey from onboarding to adoption and expansion.

Key Responsibilities

• Strategic Solution Design: Craft customized architecture blueprints that align with each client’s business objectives, ensuring optimal utilization of the brighthush platform.
• Onboarding & Enablement: Guide new customers through initial setup, configuration, and administration of the brighthush Phone system, including web interfaces, mobile apps, and desktop clients.
• Adoption & Optimization: Identify adoption gaps, recommend best practices, and implement advanced features such as call routing, IVR, and unified communications workflows.
• Customer Advocacy: Serve as the voice of the customer within brighthush, translating user feedback into product enhancements and feature requests.
• Escalation Management: Resolve complex technical issues, coordinate with engineering, and ensure timely resolution of high‑priority incidents.
• Account Management: Maintain a book of business, conduct regular business reviews, and identify upsell and cross‑sell opportunities that drive revenue growth.
• Documentation & Knowledge Sharing: Create and maintain detailed technical documentation, user guides, and best‑practice playbooks for internal and external audiences.
• Metrics & Reporting: Track key performance indicators such as adoption rates, call quality, and customer satisfaction scores; present insights to stakeholders.

Essential Qualifications

• 4+ years of post‑sales technical support or customer success experience in the telecommunications or unified communications space.
• Deep technical knowledge of the brighthush portfolio, including voice, video, and collaboration services.
• Proficiency in Windows, Microsoft Office Suite (Word, Excel, PowerPoint, Project), and CRM systems (Salesforce.com preferred).
• Strong project management skills with the ability to juggle multiple client engagements simultaneously.
• Excellent communication skills—both written and verbal—across all stakeholder levels.
• Self‑motivated, proactive, and results‑driven with a strong customer‑first mindset.

Preferred Qualifications

• Experience with unified communications platforms such as Microsoft Teams, Cisco, or Avaya.
• Knowledge of telephony porting processes and regulatory compliance.
• Hands‑on experience with call routing, IVR design, and advanced telephony features.
• Previous experience in a SaaS or cloud‑based communications environment.
• Certifications in VoIP, SIP, or related technologies.

Core Competencies

• Technical Acumen: Ability to translate complex technical concepts into clear, actionable solutions.
• Customer Empathy: Deep understanding of customer pain points and the drive to deliver tangible value.
• Analytical Thinking: Strong problem‑solving skills and data‑driven decision making.
• Collaboration: Proven ability to work cross‑functionally with sales, engineering, and support teams.
• Adaptability: Comfortable navigating a fast‑paced, evolving technology landscape.

Career Growth & Learning Opportunities

At brighthush, your professional development is a priority. You will have access to:

• Structured mentorship programs with senior architects and product leaders.
• Regular training sessions on emerging communication technologies and industry trends.
• Opportunities to lead internal knowledge‑sharing workshops and contribute to product roadmaps.
• Clear career pathways to senior architect, solutions engineering, or product management roles.

Work Environment & Culture

Our remote‑first culture is built on trust, transparency, and collaboration. We celebrate diversity, encourage open dialogue, and foster an environment where every team member can thrive. Regular virtual town halls, team‑building events, and community outreach initiatives keep us connected and engaged.

Compensation & Benefits

While specific figures vary by role and location, brighthush offers:

• Competitive base salary aligned with industry standards.
• Performance‑based bonuses and equity opportunities.
• Comprehensive health, dental, and vision plans for employees and dependents.
• Flexible paid time off, mental‑wellness stipend, and a generous vacation policy.
• Professional development budget and access to online learning platforms.
• Remote work stipend Apply for this job