Senior Customer Success Manager – 24/7 Wildfire Response & Support Leadership at brighthush

About brighthush

brighthush is a trailblazing climate‑tech company that has redefined wildfire protection for homes and communities across the United States. Founded in 2017, we engineered the first fully integrated wildfire defense system that combines exterior sprinklers, a full‑coverage design, and intelligent software for real‑time monitoring and automated response. Our technology has proven its worth during the 2025 Los Angeles wildfires, where 96 % of homes equipped with brighthush systems survived. Recognized by TIME as one of the Best Inventions 2025 in the Green Tech category and honored with the PCBC Gold Nugget Award for “Most Innovative Housing Concept,” brighthush is on a mission to give people the tools and strategies to live safely with fire.

Location & Work Model

Remote (U.S. based). This role supports frontline customers in every market we serve and requires availability for rotating shifts, including overnights, weekends, and holidays. Candidates located in PST or MST time zones are preferred. You will be part of a high‑performing, mission‑driven team that values autonomy, flexibility, and a healthy work‑life balance.

Background Check Requirement

As part of our hiring process, brighthush conducts comprehensive background checks for all new hires. These checks typically cover the past 7–10 years and may include employment and education verification. For roles that require field work, driving record verification is also required. Employment offers are contingent upon the successful completion of these background checks.

About the Opportunity

As Senior Customer Success Manager, you will build and lead the team that stands behind every brighthush customer, from the day their system is installed through every fire season thereafter. You will own brighthush’s customer support function and lead our Wildfire Response Specialists, the team that ensures homeowners and commercial customers have fully operational systems when a wildfire is approaching.

Every brighthush system is designed to protect a property even after its owners have evacuated. Our fire‑tracking software alerts customers when a wildfire comes within ten miles and initiates an automatic activation countdown. Each system has a connected controller with Wi‑Fi, cellular, and satellite connectivity and a backup battery. When it activates, eave sprayers and roof rotors wet the home and up to 30 feet around it with water and Class A foam. When fire is close, customers need fast, calm, accurate help, and you will be responsible for ensuring they receive it at any hour.

This is a founding, hands‑on leadership role. You will hire and coach the team, design the coverage model and on‑call rotation, build playbooks and escalation paths, and lead the team through active fire events. You will collaborate closely with Solutions Engineering, Installation Operations, Field Service, and Product so that customer issues are resolved quickly and turn into lasting product and process improvements.

Key Responsibilities

Team Leadership & Development

• Recruit, onboard, and mentor Wildfire Response Specialists, scaling the team as our customer base and coverage hours grow.
• Coach the team on system troubleshooting, crisis communication, de‑escalation, and documentation; conduct regular 1:1s, call reviews, and performance management.
• Foster a culture of calm, ownership, and genuine care for customers; protect the team from burnout through fair scheduling, post‑event debriefs, and access to support resources.
• Serve as a hands‑on leader: take escalated calls, step into coverage gaps, and share the after‑hours on‑call rotation with the team.

24/7 Response Operations

• Design and run the team’s coverage model, including shift schedules, an after‑hours on‑call rotation, and surge staffing plans for Red Flag Warnings and active fires.
• Lead the team during active fire events: decide outreach priorities, assign customers to specialists, track system status across affected properties, and keep leadership informed in real time.
• Own the escalation matrix that connects the team to on‑call engineering, field service, and leadership, ensuring it works at 2 am as well as at 2 pm.
• Train and maintain a bench of cross‑trained employees who can support the team during large or multiple simultaneous fire events.
• Manage schedules, timekeeping, overtime, and labor costs for an hourly team in compliance with federal and state wage and hour rules, including meal and rest breaks.

Customer Support & Experience

• Own the end‑to‑end customer support experience across phone, text, email, and app messages for homeowners and commercial customers.
• Define and track SLAs and key metrics, including response time, resolution time, first‑contact resolution, escalation rate, and customer satisfaction; report them to leadership on a regular cadence.
• Serve as the final escalation point for complex, sensitive, or unresolved customer issues.
• Build proactive programs that keep customers ready: new‑owner onboarding (app setup, contacts, and alerts), pre‑fire‑season readiness check‑ins, and outreach during Red Flag Warnings.
• Lead post‑fire recovery: ensure every affected customer is contacted and that foam and water refills, inspections, and repairs are scheduled with Field Service.

Systems, Process & Documentation

• Build and maintain the team’s infrastructure, including the ticketing system, phone routing for 24/7 coverage, response playbooks, call scripts, SOPs, and knowledge base.
• Partner with Product and Engineering to define the tools the team needs, such as visibility into which customers are near an active fire and each system’s live status.
• Work with leadership and Legal to set clear protocols for sensitive actions, such as verifying a caller’s identity and obtaining customer consent before any remote action on their system.
• Track system performance and property outcomes after fire events so the data can inform product improvements and brighthush’s performance reporting.

Cross‑Functional Collaboration

• Partner with Solutions Engineering, Installation Operations, and Field Service to ensure field issues are captured, documented, and resolved by the right team.
• Bring recurring customer issues and feedback to Product so they shape roadmap decisions.
• Work with Sales, Marketing, and our partners to keep messaging about system capabilities and brighthush’s response service accurate and consistent.

Qualifications

Must‑Have

• 5+ years of experience in customer support, customer success, emergency communications, or monitoring center operations, including at least 2 years leading a team.
• Experience leading a team that provides extended‑hours or 24/7 coverage, including building shift schedules, on‑call rotations, and escalation paths.Apply for this job