Senior Customer Success Champion – East Coast IoT & SaaS Solutions – Remote & On‑Site Support Specialist (Spanish‑Fluent) – Drive Customer Delight & ROI

About brighthush and the IoT Revolution

brighthush is a trailblazer in the Internet of Things (IoT) and Software‑as‑a‑Service (SaaS) arena, delivering a cloud‑native platform that unifies asset management, predictive analytics, and real‑time visibility for businesses across construction, transportation, and smart‑city sectors. Our mission is simple yet ambitious: empower enterprises to transform physical assets into data‑driven assets, unlocking operational efficiency, safety, and profitability.

In a world where every truck, crane, or streetlight can be connected, the value of actionable insights is immeasurable. brighthush’s platform aggregates sensor data, processes it through advanced analytics, and presents it in intuitive dashboards that enable managers to make decisions faster and more accurately than ever before. As the IoT market continues to grow at a compound annual growth rate of over 20%, our customers rely on us to keep their operations running smoothly, safely, and cost‑effectively.

We are a fast‑growing, mission‑driven company that thrives on innovation, data‑driven decision making, and a relentless focus on customer delight. Our culture is built on curiosity, collaboration, and continuous improvement, and we are looking for a passionate, proactive, and tech‑savvy Customer Success Champion to become the frontline advocate for our East Coast customers.

Your Impact: Why This Role Matters

As the voice of brighthush, you will be the first point of contact for our customers, ensuring that every interaction not only resolves issues but also builds lasting trust and advocacy. Your work will directly influence customer satisfaction scores, renewal rates, and the overall perception of our brand in a highly competitive market.

Key Responsibilities – Your Day‑to‑Day Impact

• Customer Support Excellence: Deliver world‑class support across phone, email, chat, and hotline channels. Your goal is to resolve inquiries quickly, with empathy, and a focus on exceeding customer expectations.
• Multi‑Channel Communication: Leverage brighthush collaboration tools to walk customers through troubleshooting steps, feature adoption, and best‑practice workflows.
• Platform Navigation & Adoption: Guide customers through the brighthush app and web portal, helping them configure dashboards, set up asset lists, and integrate data streams to maximize ROI.
• Issue Diagnosis & Resolution: Use active listening, diagnostic tools, and root‑cause analysis to identify and resolve technical problems. Escalate complex issues to Engineering, Hardware, Product, or QA teams with clear, actionable tickets.
• Ticket Management & Process Ownership: Create, update, and close tickets in our ticketing system (e.g., brighthush, brighthush). Maintain accurate documentation, follow up on pending items, and ensure SLA compliance.
• Onboarding & Implementation: Conduct new‑customer onboarding sessions, from initial setup to full platform adoption. Verify permissions, asset provisioning, and data integration to ensure a smooth launch.
• Retention & Renewal Advocacy: Engage existing customers to drive renewals, upsells, and cross‑sell opportunities. Use data insights to demonstrate value and build long‑term relationships.
• Cross‑Functional Collaboration: Partner with Engineering, Product, and QA to report bugs, suggest feature enhancements, and share customer feedback that shapes the product roadmap.
• Knowledge Base & Continuous Improvement: Author and update knowledge base articles, FAQs, and best‑practice guides. Your contributions reduce support volume and empower customers to self‑serve.
• Travel & On‑Site Support: Travel to customer sites up to 20% of the time to provide hands‑on assistance, gather feedback, and strengthen client relationships.

Essential Qualifications – What We Expect

• Education & Experience: Bachelor’s degree preferred or equivalent professional experience. Minimum of 2 years in software customer support, ideally within a SaaS environment.
• Language Proficiency: Fluency in Spanish (written and spoken) is required; additional languages are a plus.
• Technical Support Expertise: Proven experience troubleshooting Android, Apple, and Windows platforms. Familiarity with remote support workflows and teleconferencing tools.
• Process & Problem‑Solving: Strong analytical mindset, with a passion for process improvement and data‑driven decision making.
• Communication Skills: Excellent verbal and written communication, especially when translating technical concepts for non‑technical stakeholders.
• Tool Proficiency: Experience with Salesforce, Help Scout, or similar ticketing and CRM systems. Comfortable learning new tools quickly.
• Self‑Motivation & Adaptability: A “do‑what‑it‑takes” attitude, thriving in a high‑growth, entrepreneurial environment.
• Customer‑Centric Mindset: A genuine desire to help customers succeed and a commitment to delivering exceptional service.

Preferred Qualifications & Skills – The Ideal Candidate

• Industry Knowledge: Background in construction technology, asset management, or industrial software solutions.
• IoT & API Experience: Familiarity with IoT device ecosystems, API integrations, and data synchronization across platforms.
• Metrics & Analytics: Experience with customer success metrics (NPS, CSAT, churn, renewal rates) and using data to drive improvements.
• Reporting & Dashboards: Proficiency in analytics dashboards and reporting tools (e.g., Tableau, Power BI).
• Training & Workshop Delivery: Ability to create engaging training materials and conduct workshops for customers and internal teams.

Skills & Competencies for Success

• Technical troubleshooting and root‑cause analysis
• Strong interpersonal and cross‑functional collaboration
• Time management and prioritization in a fast‑paced environment
• Adaptability to evolving product features and customer needs
• Data literacy and ability to interpret customer metrics
• Proactive communication and follow‑up skills
• Commitment to continuous learning and professional growth

Career Growth & Learning Opportunities at brighthush

At brighthush, your career path is as dynamic as the industry we serve. As a Customer Success Representative, you’ll:

• Gain hands‑on exposure to product development cycles, influencing the roadmap through real‑world customer feedback.
• Develop deep technical expertise in IoT, SaaS, and asset‑management solutions.
• Advance into senior support roles, team lead positions, or cross‑functional roles in Product, Engineering, or Sales.
• Participate in continuous learning programs, including certifications in customer success, SaaS operations, and IoT technologies.
• Leverage mentorship from senior leaders who are passionate about nurturing talent and fostering innovation.
• Earn recognition through performance‑based awards, spot bonuses, and career‑advancement pathways.

Work Environment & Company Culture at brighthush

brighthush is a remote‑first company that values flexibility, collaboration, and a healthy work‑life balance. Our culture is defined by:

• Quality Obsession: We obsess over the details that make our customers’ lives easier, ensuring every feature and support interaction is flawless.
• Grit & Resilience: We tackle challenges head‑on, learn from setbacks, and celebrate wins together.
• Continuous Learning: We invest in training, workshops, and knowledge sharing to keep our team at the cutting edge.
• Collaborative Problem‑Solving: Cross‑functional teams work together to deliver solutions that exceed expectations.
• Inclusive & Diverse: We celebrate diverse perspectives and foster an environment where everyone feels heard and valued.
• Innovation & Agility: We embrace change, experiment boldly, and iterate quickly to stay ahead of market trends.

Compensation, Perks, and Benefits

While specific figures may vary based on experience, brighthush offers a competitive base salary, performance‑based bonuses, and a comprehensive benefits package that includes:

• Health, dental, and vision insurance (including telehealth options)
• 401(k) matching and financial wellness resources
• Unlimited paid time off and flexible work hours
• Remote work stipend for home office setup
• Professional development budget for courses, certifications, and conferences
• Employee wellness programs (gym memberships, mindfulness sessions)
• Annual company retreats and team‑building events
• Equity or stock‑option opportunities for eligible employees

Why Join brighthush – A Call to Action

If you’re driven by a passion for technology, a love for helping people, and a desire to make a tangible impact in the IoT and SaaS space, brighthush is the place for you. You’ll join a team that values curiosity, collaboration, and continuous improvement. Your work will directly influence how businesses manage their most valuable assets, driving efficiency, safety, and profitability.

Ready to take the next step in your career? Apply today and become a pivotal part of brighthush’s journey to empower the world’s most critical infrastructure.