Senior Customer Success Manager – 24/7 Operations & Team Leadership in Innovative Wildfire Defense Solutions

About brighthush

At brighthush, we are redefining the way communities protect themselves from the growing threat of wildfires. Our cutting‑edge technology blends real‑time monitoring, predictive analytics, and rapid response tools to create a comprehensive defense system that keeps homes, businesses, and critical infrastructure safe. We are a mission‑driven organization that thrives on collaboration, innovation, and a relentless commitment to making the world a safer place.

Our team is composed of engineers, data scientists, field technicians, and customer success professionals who share a common purpose: to deliver reliable, life‑saving solutions to our partners and end‑users. We operate in a fast‑paced, high‑impact environment where every decision can influence the safety of thousands of people. If you are passionate about technology, customer advocacy, and making a tangible difference, brighthush is the place for you.

Why This Role Matters

The Customer Success Manager at brighthush is the linchpin between our technology and the people who rely on it. You will lead a dedicated support team that operates around the clock, ensuring that our customers receive timely, accurate, and compassionate assistance during critical moments. Your leadership will shape the customer experience, drive operational excellence, and directly influence the success of our wildfire defense mission.

Key Responsibilities

• Lead and Mentor a High‑Performing Support Team: Oversee a team of customer success specialists, fostering a culture of continuous improvement, accountability, and empathy. Conduct regular coaching sessions, performance reviews, and skill‑development workshops.
• Manage 24/7 Response Operations: Design, implement, and refine processes that enable seamless escalation, ticket resolution, and incident management during peak wildfire events. Coordinate with field teams, engineering, and product to ensure rapid, effective solutions.
• Build and Optimize Support Processes: Create SOPs, knowledge bases, and automation workflows that reduce response times and improve first‑contact resolution rates. Leverage data analytics to identify bottlenecks and implement corrective actions.
• On‑Call Rotation and Extended Hours: Participate in a structured on‑call schedule, ensuring coverage during critical incidents. Demonstrate flexibility and resilience in handling extended hours, especially during active wildfire events.
• Stakeholder Collaboration: Serve as the primary liaison between customers, product, engineering, and sales. Translate customer feedback into actionable product enhancements and feature requests.
• Performance Metrics & Reporting: Track key performance indicators (KPIs) such as ticket volume, resolution time, customer satisfaction scores, and churn rates. Present insights to senior leadership and recommend strategic initiatives.
• Continuous Improvement & Innovation: Stay abreast of industry trends, emerging technologies, and best practices in customer success. Champion initiatives that elevate the customer experience and operational efficiency.

Essential Qualifications

• Minimum of 5 years of experience in customer support, technical support, or emergency communications roles.
• At least 2 years of proven leadership experience managing a support or customer success team.
• Hands‑on experience with 24/7 coverage environments, including on‑call rotations and extended shift work during high‑pressure incidents.
• Strong familiarity with ticketing platforms such as Zendesk, Intercom, and HubSpot, as well as incident‑management tools like ServiceTitan and Genasys Protect.
• Proficiency in Google Workspace, Slack, and other collaboration tools.
• Excellent communication skills, both written and verbal, with the ability to convey complex technical information to non‑technical stakeholders.
• Demonstrated ability to analyze data, identify trends, and implement process improvements that drive measurable results.
• Experience in a fast‑paced, high‑impact industry such as technology, emergency services, or utilities is highly desirable.

Preferred Qualifications

• Background in emergency response, firefighting, or public safety operations.
• Experience with cloud‑based SaaS platforms and subscription‑based business models.
• Knowledge of regulatory compliance standards relevant to safety and emergency communications.
• Certifications in customer success, project management, or ITIL.
• Multilingual capabilities, particularly in Spanish or other languages common in wildfire‑prone regions.

Core Skills & Competencies

• Leadership & Team Building: Ability to inspire, coach, and develop high‑performing teams.
• Customer Advocacy: Passion for championing the customer’s voice and ensuring their success.
• Problem‑Solving: Strong analytical skills to diagnose issues quickly and devise effective solutions.
• Communication: Clear, concise, and empathetic communication across all levels of the organization.
• Adaptability: Thrives in dynamic environments, managing shifting priorities and urgent incidents.
• Technical Acumen: Comfortable navigating multiple software platforms and integrating new tools.
• Data‑Driven Decision Making: Uses metrics and analytics to guide strategy and operational improvements.

Career Growth & Learning Opportunities

At brighthush, we believe that professional growth is a shared journey. As a Senior Customer Success Manager, you will:

• Progress into Director or VP of Customer Success roles, overseeing larger teams and shaping company‑wide customer strategies.
• Collaborate with product, engineering, and sales leaders to influence roadmap decisions and market positioning.
• Participate in cross‑functional initiatives that drive innovation and operational excellence.
• Access to continuous learning resources, including industry conferences, certifications, and internal knowledge‑sharing sessions.
• Mentor junior team members, building a legacy of leadership and expertise within the organization.

Work Environment & Company Culture

brighthush fosters a culture of transparency, collaboration, and purpose. Our remote‑first model empowers employees to work from anywhere in the United States while maintaining strong connections through:

• Weekly virtual town halls and team‑building events.
• Open‑door leadership policies that encourage feedback and innovation.
• Inclusive hiring practices that celebrate diverse perspectives.
• Commitment to work‑life balance, with flexible scheduling outside of on‑call duties.

Compensation & Benefits

We offer a competitive salary range of USD 90,000 – 115,000 per year, commensurate with experience and qualifications. In addition to base pay, you will receive:

• Performance‑based bonuses tied to team and company metrics.
• Generous paid time off (PTO) and holidays.
• 401(k) retirement plan with company match.
• Health, dental, and vision insurance for you and your dependents.
• Life and disability coverage.
• Professional development stipend and tuition reimbursement.
• Wellness programs, including mental health resources and fitness subsidies.
• Equity options as part of the overall compensation package.

How to Apply

If you are ready to lead a passionate team, drive operational excellence, and make a real‑world impact in wildfire defense, we want to hear from you. Submit your application through our careers portal and join the brighthush family where your expertise will help protect communities and shape the future of safety technology.

Apply now and become a pivotal part of a mission that saves lives and preserves homes.