Senior Customer Success Director – Strategic Account Leadership, Adoption & Renewal Excellence for Innovative Technology Solutions

About brighthush

brighthush is a forward‑thinking technology pioneer that delivers an open, hardware‑agnostic service delivery platform designed to power the next generation of smart homes and businesses. By unifying connectivity, security, and data analytics across a diverse ecosystem of devices, brighthush enables enterprises to create seamless, intelligent environments that adapt to their users’ needs. Our mission is to democratize smart infrastructure, making it accessible, scalable, and future‑proof for customers worldwide.

With a culture rooted in curiosity, collaboration, and a relentless focus on customer impact, brighthush has rapidly grown from a niche startup to a global leader in the Internet‑of‑Things (IoT) and smart‑building sectors. We pride ourselves on fostering an inclusive environment where every team member is empowered to innovate, experiment, and drive measurable value for our partners.

Why Join brighthush?

• Impactful Work: Shape the customer experience for a portfolio of high‑growth, strategic accounts that span residential, commercial, and enterprise sectors.
• Leadership Opportunity: Lead a high‑performing Customer Success team, mentor emerging leaders, and influence the direction of our customer‑centric strategy.
• Innovation Culture: Collaborate with product, engineering, and data science teams to translate customer insights into product enhancements.
• Growth Path: Accelerate your career with clear progression to executive roles and access to continuous learning resources.
• Remote Flexibility: Work from anywhere in the United States while staying connected to a vibrant, distributed team.

Key Responsibilities

As the Senior Customer Success Director at brighthush, you will be the strategic partner for our most valuable customers. Your role will encompass end‑to‑end ownership of the customer lifecycle, ensuring adoption, satisfaction, and revenue growth. You will:

• Lead a team of Customer Success Managers (CSMs) and Customer Success Engineers, setting clear performance metrics and fostering a culture of continuous improvement.
• Develop and execute account plans that align with each customer’s business objectives, ensuring that brighthush’s solutions deliver measurable ROI.
• Drive adoption initiatives, including onboarding programs, training workshops, and best‑practice guides that accelerate time‑to‑value.
• Conduct regular business reviews (QBRs) with C-level stakeholders, presenting insights, growth opportunities, and renewal strategies.
• Collaborate with Sales, Product, and Engineering to surface customer feedback, prioritize feature requests, and influence the product roadmap.
• Monitor key success metrics (NPS, CSAT, churn, expansion revenue) and implement data‑driven actions to improve customer health scores.
• Negotiate renewal contracts, upsell and cross‑sell opportunities, and manage the end‑to‑end renewal pipeline.
• Champion a customer‑first mindset across the organization, ensuring that every touchpoint reflects brighthush’s commitment to excellence.
• Represent brighthush at industry events, conferences, and customer forums, building brand credibility and thought leadership.
• Oversee the creation of case studies, whitepapers, and reference programs that showcase customer success stories.

Essential Qualifications

• 10+ years of progressive experience in Customer Success, Account Management, or related roles, with a proven track record of managing strategic, enterprise‑level accounts.
• Demonstrated success in driving adoption, value realization, and renewal rates for technology solutions, preferably within the ISP, IoT, or smart‑building domains.
• Strong commercial acumen: ability to understand financial metrics, forecast revenue, and negotiate multi‑year contracts.
• Bachelor’s degree in Business, Engineering, Computer Science, or a related field (MBA or advanced degree preferred).
• Exceptional communication skills—both written and verbal—across all levels of an organization, including C‑suite executives.
• Proficiency with Customer Success platforms (e.g., Gainsight, Totango), CRM systems (e.g., Salesforce), and data analytics tools.
• Experience leading and scaling high‑performing teams in a remote or hybrid environment.
• Fluency in English; additional languages are a plus.

Preferred Qualifications

• Background in the ISP or telecommunications industry, with an understanding of network architecture, service delivery, and regulatory compliance.
• Hands‑on experience with IoT platforms, smart‑home ecosystems, or building automation solutions.
• Track record of building and executing customer success frameworks that drive expansion revenue and reduce churn.
• Experience working in a fast‑paced startup or high‑growth tech environment, comfortable with ambiguity and rapid change.
• Certified Customer Success Manager (CCSM) or similar credential.

Skills & Competencies

• Strategic Thinking: Ability to translate customer goals into actionable plans that align with business objectives.
• Data‑Driven Decision Making: Proficiency in interpreting metrics, identifying trends, and deriving insights to inform strategy.
• Leadership & Coaching: Proven ability to inspire, develop, and retain top talent in a distributed team.
• Relationship Building: Skilled at building trust with stakeholders at all levels, fostering long‑term partnerships.
• Problem Solving: Creative and analytical mindset to address complex customer challenges and deliver innovative solutions.
• Project Management: Strong organizational skills to manage multiple initiatives simultaneously and meet deadlines.
• Collaboration: Comfortable working cross‑functionally with Sales, Product, Engineering, Marketing, and Finance.
• Adaptability: Thrives in a dynamic environment, quickly adjusting priorities and strategies as needed.

Career Growth & Learning Opportunities

At brighthush, we believe that learning is a lifelong journey. As Senior Customer Success Director, you will have access to:

• Executive mentorship programs that pair you with senior leaders across the organization.
• Annual learning budget for conferences, workshops, and certifications.
• Internal knowledge‑sharing sessions, including “Lunch & Learn” series and cross‑departmental hackathons.
• Clear career ladder: from Director to Vice President of Customer Success, with defined milestones and performance metrics.
• Opportunities to transition into product strategy, go‑to‑market leadership, or global account management roles.

Work Environment & Culture

brighthush’s culture is built on the pillars of transparency, empowerment, and innovation. We celebrate diversity, encourage open dialogue, and reward creative problem‑solving. Our remote‑first model is supported by:

• Weekly virtual town halls and team check‑ins to keep everyone aligned.
• Digital collaboration tools (Slack, Teams, Miro) that enable real‑time communication.
• Flexible work hours that respect work‑life balance while ensuring customer coverage.
• Annual virtual retreats that bring the entire organization together for team building and strategy sessions.

Compensation & Benefits

• Base Salary: USD 160,000 per year (competitive and commensurate with experience).
• Bonus Structure: Performance‑based bonus tied to individual and company metrics.
• Equity: Eligible for stock options as part of the executive compensation package.
• Health & Wellness: Comprehensive medical, dental, and vision plans; mental health resources; wellness stipend.
• Retirement: 401(k) plan with company match up to 5%.
• Paid Time Off: Generous PTO, sick leave, and parental leave policies.
• Professional Development: Annual learning budget, conference sponsorships, and tuition reimbursement.
• Other Perks: Remote work stipend, home office setup allowance, and access to a global network of experts.

How to Apply

Ready to lead the next wave of customer success at brighthush? Submit your resume and a cover letter that highlights your strategic account management achievements and how you envision driving value for our customers. We look forward to exploring how your expertise can help shape the future of smart infrastructure.