Senior Customer Success Lead Manager – Global Public Safety & Communications Solutions – Championing Innovation, Service Excellence, and Strategic Partnerships

Welcome to brighthush – Where People Drive Safer Communities

At brighthush, we believe that every breakthrough in public safety technology starts with the people who build, deploy, and support it. As a global, close‑knit community, we unite under a single mission: to empower agencies, enterprises, and telecom partners to protect people, property, and places. Our portfolio—spanning advanced CAD and dispatch systems, broadband push‑to‑talk (PTT) solutions, and on‑premise security platforms—forms the backbone of safer schools, hospitals, businesses, and entire nations. If you’re passionate about technology that saves lives and thrives in a collaborative, people‑first culture, brighthush is the place for you.

About the Customer Success Team

The Customer Success Team at brighthush is the heartbeat of our international account ecosystem. We guide customers through the entire in‑life journey of our flagship products—Guardian, Kodiak, and Wave On‑Prem—ensuring adoption, satisfaction, and continuous value. Our team serves as the primary operational liaison, bridging regional teams, global customers, engineering, hosting, and external partners to deliver seamless, mission‑critical service.

Position Overview

As a Senior Customer Success Lead Manager, you will helm a high‑performing team responsible for the long‑term health of our international accounts. Your leadership will drive operational governance, service excellence, and strategic partnership across Guardian, Kodiak, and Wave On‑Prem product lines. You will act as the nexus between regional teams, customers, engineering, hosting operations, and external vendors, ensuring that every solution remains available, secure, and fully aligned with customer objectives.

Key Responsibilities

Customer Relationship & Account Governance

• Serve as the single point of contact for assigned international accounts, managing their in‑life journey and overall account health.
• Author and distribute monthly Service Pack reports, and lead quarterly Service Reviews to evaluate performance metrics, SLA compliance, and expansion opportunities.
• Oversee account financial reporting, coordinating quarterly alignment with cross‑functional Customer Success and Commercial teams to maintain a unified international strategy.
• Build and nurture trusted advisory relationships with key stakeholders, positioning brighthush as a strategic partner rather than just a vendor.

Incident, Problem, & DevOps Governance

• Co‑lead regular Incident and Problem review meetings with Services teams to drive systemic issue resolution, bug fixes, and continuous improvement.
• Run DevOps Backlog Review sessions to prioritize user stories, software patches, and feature enhancements across Guardian, Kodiak, and Wave On‑Prem platforms.
• Administer Azure DevOps access, permissions, board configurations, and operational workflows for external customer stakeholders and internal teams.
• Champion a culture of proactive incident management, ensuring rapid communication and resolution for mission‑critical environments.

Software Life Cycle & Technical Coordination

• Plan, schedule, and execute multi‑product software upgrade cycles and patching through Staging, User Acceptance Testing (UAT), and live Production deployment.
• Raise, document, and track Change Requests (CRs), coordinating technical resourcing across Engineering, Hosting, Telecom/Carriers, and third‑party vendors.
• Draft and disseminate clear technical advisories, collaborate with Regional Services teams to host live Technical Bridge Meetings during maintenance windows, and ensure proactive communication across high‑availability networks.
• Maintain rigorous documentation of release notes, rollback procedures, and post‑deployment reviews to support audit and compliance requirements.

Essential Qualifications

• Bachelor’s Degree in Business, Information Technology, Engineering, or a related technical field.
• Minimum 5 years of experience in Customer Success, Technical Project Management, or IT Service Management (ITSM) supporting enterprise or mission‑critical software solutions.
• Proven track record of leading cross‑functional teams and managing complex, multi‑region customer portfolios.
• Strong analytical mindset with the ability to translate data into actionable insights for continuous improvement.

Technical Expertise

• ServiceNow & Azure DevOps: Demonstrable proficiency with ServiceNow Change Management, Jira, and Azure DevOps board administration and workflows.
• Software Release Management: Deep understanding of end‑to‑end release lifecycles across Staging, UAT, and Production, including infrastructure patching and environment dependency management.
• Technical Communication: Excellent written and spoken English, with the ability to translate complex technical issues into clear customer advisories and lead live technical bridge calls. A second language is an asset.

Professional Experience & Leadership Skills

• Cross‑Functional Collaboration: Proven ability to align internal teams (Business Analysts, Hosting Engineers, Systems Test Engineers, Product Management) with external telecom partners and third‑party vendors.
• Operational Governance: Demonstrated track record running incident/problem reviews, account financial tracking, and executive quarterly service reviews.
• Experience managing high‑visibility projects with tight deadlines and critical service level commitments.
• Strong stakeholder management skills, with a history of building trust and influence across senior leadership.

Preferred Qualifications

• Experience supporting SaaS, broadband PTT (Kodiak), mission‑critical dispatch/CAD systems, or enterprise communications (Wave On‑Prem).
• Familiarity with international public safety environments, TETRA/LMR integration, control room operations, or carrier‑grade telecommunications networks.
• Knowledge of regulatory standards such as NIST, ISO 27001, or relevant public safety compliance frameworks.
• Experience with data analytics tools (Power BI, Tableau) to drive customer health metrics.

Career Growth & Learning Opportunities

At brighthush, we invest in your professional development. You will have access to:

• Structured leadership training programs and mentorship from senior executives.
• Cross‑functional project rotations to broaden your skill set across engineering, hosting, and product management.
• Industry conferences, webinars, and certifications in public safety technology, ITSM, and DevOps.
• Internal knowledge‑sharing forums where you can present best practices and innovations.

Work Environment & Company Culture

Our culture is built on authenticity, collaboration, and a relentless pursuit of excellence. You’ll find:

• Flexible working options, including remote and hybrid models.
• A supportive, inclusive environment that values diverse perspectives.
• Regular team‑building events, hackathons, and community service days.
• Transparent communication from leadership, with open forums and town‑hall meetings.

Compensation & Benefits

While specific figures vary by role and location, brighthush offers a competitive salary package that includes:

• Base salary aligned with market standards for senior Customer Success leadership.
• Performance‑based bonus structure tied to customer satisfaction, retention, and operational excellence.
• Two weeks of additional paid holiday per year (holiday bonus).
• 25 days of annual leave plus bank holidays.
• Attractive defined contribution pension scheme.
• Employee Stock Purchase Plan (ESPP) to share in our growth.
• Private medical care and life assurance.
• Enhanced maternity and paternity leave.
• Comprehensive learning and development budget.
• Well‑being support through Employee Assistance Programs (EAP) and wellness initiatives.
• Carbon‑neutral initiatives and corporate social responsibility programs, including volunteering days and community outreach.
• Discount schemes with well‑known partners and brands.

Why Join brighthush?

At brighthush, you’ll be part of a mission‑driven organization that places people at the core of everything we do. You’ll:

• Lead a high‑impact team that shapes the future of public safety technology.
• Collaborate with global experts across engineering, hosting, and telecom.
• Drive measurable improvements in customer satisfaction and operational efficiency.
• Grow your career through continuous learning, leadership development, and cross‑functional exposure.
• Make a tangible difference by helping agencies and enterprises keep communities safer.

Ready to Make an Impact?

If you’re a seasoned Customer Success leader with a passion for public safety technology and a track record of driving operational excellence, we want to hear from you. Join brighthush and help us build the next generation of safer, smarter communities.

How to Apply

Submit your application through our careers portal or reach out directly to our recruiting team. We look forward to exploring how your expertise can help brighthush continue to innovate and protect the world.

Travel & Relocation

Travel: Under 10% of the time. Relocation: None required.

Position Type

Experienced

Referral Program

Yes – we reward referrals that lead to successful hires.

Equal Opportunity Statement

brighthush is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion or belief, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other legally protected characteristic. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Join Us Today

Apply now to become a pivotal part of brighthush’s journey to connect communities and make the world safer.