Senior Customer Success Executive – Championing Adoption, Expansion, and Advocacy of the brighthush ACOM Platform for Public Safety & Critical Communications – Remote, High‑Impact Leadership Opportunity

Welcome to brighthush – Pioneering Public Safety Technology

At brighthush, we’re redefining the way first responders, emergency services, and critical communications teams stay connected in the most demanding environments. Our mission is simple yet profound: empower those who protect and serve with reliable, mission‑critical communication solutions that keep people safe and operations running smoothly. With a legacy of relentless innovation and a commitment to excellence, brighthush has become a trusted name in the public safety technology sector, delivering cutting‑edge dispatch platforms, integrated communications, and cloud‑based services that transform how organizations respond to emergencies.

Why Join brighthush?

When you become part of the brighthush family, you’re not just taking a job—you’re stepping into a culture that celebrates curiosity, collaboration, and continuous improvement. We believe that every team member has the potential to shape the future of public safety technology. Our remote‑first environment, combined with a global network of experts, gives you the flexibility to work from anywhere while staying connected to a vibrant community of innovators. At brighthush, your voice matters, your ideas are heard, and your growth is supported by a clear career ladder and a wealth of learning opportunities.

What Makes brighthush Stand Out in the Industry

brighthush is more than a technology provider; we are a partner to agencies that keep communities safe. Our solutions are built on:

• Mission‑Critical Reliability: 99.99% uptime guarantees and redundant architecture ensure that communications never fail when lives are on the line.
• Scalable Cloud Architecture: Seamless deployment across small local stations and large metropolitan networks.
• Data‑Driven Insights: Real‑time analytics that help agencies optimize response times and resource allocation.
• Regulatory Compliance: Built to meet stringent federal, state, and local standards for public safety communications.
• Community‑Focused Innovation: Continuous feedback loops with field users drive product evolution.

Role Overview: Senior Customer Success Executive

As the Senior Customer Success Executive, you will be the linchpin that connects our customers to the full value of the brighthush ACOM platform. You will own a portfolio of high‑value public safety and critical communications accounts, build trust, and ensure long‑term satisfaction. Your influence will shape product strategy, drive revenue growth, and elevate the customer experience to new heights.

Key Responsibilities

• Customer Relationship Leadership: Build and nurture long‑term relationships with key stakeholders, from field commanders to executive sponsors.
• Product Adoption & Enablement: Design and execute adoption roadmaps, ensuring customers achieve their desired outcomes.
• Strategic Expansion: Analyze account data to uncover upsell and cross‑sell opportunities, collaborating with Sales, Product, and Engineering to close deals.
• Customer Advocacy & Feedback Loop: Serve as the primary conduit for customer feedback, translating insights into product enhancements and influencing roadmap decisions.
• Data‑Driven Success Metrics: Develop dashboards, run health checks, and present findings to both customers and internal stakeholders.
• On‑Site Support & Training: Provide hands‑on guidance and real‑time assistance at customer facilities, traveling up to 50% of the time.
• Cross‑Functional Collaboration: Partner with Engineering, Product, Sales, and Marketing to align customer feedback with go‑to‑market strategies.
• Thought Leadership: Represent brighthush at industry conferences, webinars, and user groups, positioning the company as a thought leader in public safety communications.

Essential Qualifications

• 8+ years of experience in customer success, account management, or a related role within the public safety or critical communications industry.
• Proven track record of managing complex, multi‑tenant customer portfolios and driving successful product adoption.
• Hands‑on experience with dispatch platforms such as brighthush ACOM or comparable solutions.
• Strong familiarity with CRM and customer success tools, including brighthush CRM, brighthush Desk, and brighthush Insights.
• Exceptional communication skills in English, both written and verbal, with the ability to translate technical concepts into clear, actionable insights.
• Demonstrated ability to travel up to 50% of the time, including on‑site visits to customer facilities.
• Strategic mindset with a passion for building long‑term customer relationships and driving revenue growth.
• Experience managing customer health dashboards and conducting quarterly business reviews.
• Strong analytical skills, with proficiency in Excel, SQL, or data visualization tools such as brighthush Analytics.

Preferred Qualifications

• Experience working with public safety agencies, emergency services, or government entities.
• Background in software implementation, system integration, or technical support.
• Knowledge of regulatory standards and compliance requirements in the public safety sector.
• Proficiency in data analysis tools and the ability to translate metrics into actionable recommendations.
• Previous experience in a high‑growth technology company or startup environment.
• Certifications in Customer Success Management (CSM), Certified Customer Success Manager (CCSM), or similar.

Core Skills & Competencies

• Customer‑Centric Mindset: Deep empathy for customers’ challenges and a relentless drive to deliver value.
• Strategic Thinking: Ability to see the big picture, anticipate future needs, and align solutions accordingly.
• Project Management: Skilled at coordinating cross‑functional teams, managing timelines, and ensuring successful project delivery.
• Analytical Acumen: Comfortable working with data, interpreting trends, and making data‑driven decisions.
• Communication & Influence: Persuasive communicator who can build rapport with executives, technical teams, and end users.
• Adaptability: Thrives in a fast‑paced, evolving environment and embraces change as an opportunity.
• Leadership & Mentorship: Ability to coach junior team members and foster a culture of continuous learning.
• Technical Fluency: Comfortable navigating complex software ecosystems and troubleshooting technical issues.

Career Growth & Learning Opportunities

At brighthush, your professional development is a top priority. We offer:

• Structured mentorship programs pairing you with senior leaders in Customer Success and Product.
• Access to industry conferences, webinars, and training workshops focused on public safety technology.
• Internal certification pathways for advanced product knowledge and customer success methodologies.
• Clear career ladder with opportunities to transition into senior leadership roles, such as Director of Customer Success or VP of Customer Experience.
• Cross‑functional projects that allow you to collaborate with Engineering, Sales, and Marketing teams, broadening your skill set.
• Regular performance reviews with actionable feedback and personalized development plans.
• Opportunities to lead internal initiatives that shape the future of our customer success organization.

Compensation & Benefits

While specific figures vary based on experience, brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with industry standards for senior customer success roles.
• Performance‑based bonuses tied to customer renewal rates, expansion revenue, and adoption metrics.
• Equity or stock‑option opportunities to share in the company’s long‑term success.
• Comprehensive health, dental, and vision insurance plans.
• Generous paid time off, including vacation, sick leave, and personal days.
• Flexible work arrangements with a remote‑first policy and occasional travel for on‑site engagements.
• Professional development budget covering certifications, courses, and conference attendance.
• Wellness programs, including virtual fitness classes and mental health resources.

Work Environment & Culture

brighthush thrives on a culture of innovation, accountability, and collaboration. Our remote‑first model means you can work from anywhere while staying connected through:

• Weekly virtual town halls with leadership.
• Real‑time collaboration tools such as Slack, Microsoft Teams, and Asana.
• Monthly virtual coffee chats and cross‑departmental knowledge‑sharing sessions.
• Annual in‑person retreats that bring the team together for strategy, team building, and celebration.

We celebrate diversity, equity, and inclusion, and we are committed to creating an environment where every voice is heard and every contribution is valued.

How to Apply

Ready to make a tangible impact on public safety and critical communications? Submit your resume and a cover letter that highlights your experience in customer success, your passion for public safety technology, and why you’re excited about the opportunity to shape the future of brighthush.

To apply, click the link below or visit our careers page:

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Closing Statement

At brighthush, we’re not just building products; we’re building safer communities. As a Senior Customer Success Executive, you will be at the forefront of this mission, ensuring that every agency we serve can rely on our technology to protect lives and streamline operations. If you are a strategic thinker, a data‑driven advocate, and a passionate customer champion, we invite you to join our team and help us redefine the future of public safety communications.