Senior Customer Success Manager – AI‑Powered Network Operations Platform & Shared Portfolio Specialist – Championing Customer Engagement, Value Realization, and Renewal Excellence at brighthush

About brighthush

brighthush is not just a technology company; it is a catalyst for the next generation of digital infrastructure. By marrying artificial intelligence with network operations, we empower enterprises to secure, optimize, and scale their connectivity at a pace that was once unimaginable. Our platform sits at the core of global data flows, enabling organizations to manage complex networks effortlessly while unlocking new revenue streams and operational efficiencies. We are pioneers in a space where speed, reliability, and insight converge, and we invite you to join a team that is redefining how the world stays connected.

At brighthush, we believe that technology is only as powerful as the people who build and use it. Our culture is built on collaboration, integrity, and continuous learning. We celebrate curiosity, respect diverse perspectives, and foster an environment where every voice is heard. Whether you are a seasoned veteran or an ambitious newcomer, you will find a place where your ideas matter, your growth is accelerated, and your impact is tangible.

Role Overview

As a Senior Customer Success Manager at brighthush, you will be the linchpin that connects our cutting‑edge platform to the businesses that rely on it. Unlike traditional named‑account roles, you will manage a shared portfolio of customers, prioritizing engagement based on health signals, usage patterns, and renewal timelines. Your mission is to create a seamless, high‑value experience for every customer you touch, ensuring they derive maximum business value from our solutions while fostering loyalty and advocacy.

Key Responsibilities

Shared Portfolio Coverage & Customer Engagement

• Serve a dynamic, shared customer portfolio, drawing from a prioritized queue rather than a fixed account list.
• Execute proactive lifecycle touchpoints—onboarding confirmation, adoption checkpoints, and structured pre‑renewal reviews—to keep customers on track.
• Respond to inbound customer needs within team coverage standards, driving issues to resolution while maintaining high satisfaction.
• Build credibility quickly with new stakeholders, often without an established relationship, by demonstrating deep product knowledge and business insight.
• Act as the customer’s advocate internally, using portfolio data to surface trends and opportunities that a single‑account view would miss.
• Maintain a 24/7 awareness of customer health metrics, leveraging predictive analytics to anticipate needs before they become problems.
• Collaborate with the Sales and Renewals teams to ensure a smooth handoff of opportunities and renewal readiness.

Product & Technical Enablement

• Guide customers through best‑practice implementation, usage optimization, and advanced feature adoption.
• Deliver compelling product demonstrations that unlock new use cases and drive adoption.
• Collaborate closely with Support and Product teams to troubleshoot and resolve complex technical issues.
• Translate technical capabilities into clear, business‑centric outcomes that resonate with stakeholders.
• Develop and maintain a library of customer‑specific playbooks, templates, and training materials.
• Champion the adoption of new platform features by creating targeted enablement campaigns.

Value Realization at Scale

• Execute standardized success plays consistently, tailoring messaging while preserving the core motion.
• Ensure every customer interaction documents clear, measurable outcomes that align with their business goals.
• Connect product adoption metrics to tangible business results in every conversation.
• Contribute insights and improvements to success plays based on field experience.
• Lead quarterly business reviews that showcase ROI, cost savings, and strategic alignment.

Retention, Risk & Renewal Readiness

• Identify churn risk early through health signals, usage decline, support friction, and stakeholder changes.
• Run structured pre‑renewal reviews, presenting a clear readiness picture for each upcoming renewal.
• Hand off renewals to the Renewals CSM with comprehensive context—value delivered, open risks, stakeholder map, and expansion signals.
• Spot cross‑sell and up‑sell opportunities, routing them to Sales with supporting evidence.
• Maintain a renewal pipeline that accurately reflects the health and potential of each account.

Operational Excellence

• Maintain rigorous documentation so account context lives in the system, not in individual memory.
• Keep data accurate and current in internal systems, including Totango and Salesforce.
• Manage multiple concurrent customer conversations without letting commitments slip.
• Contribute to team KPIs—coverage, response time, adoption, health score, and retention—driving continuous improvement.
• Champion a culture of knowledge sharing by contributing to internal wikis and best‑practice forums.

Essential Qualifications

• 2–4 years of experience in Customer Success, Account Management, Technical Support, or a similar B2B SaaS customer‑facing role.
• Strong technical aptitude coupled with business acumen; ability to converse fluently in both languages.
• Experience with networking fundamentals—DNS, DHCP, IPAM, or infrastructure—will be a plus.
• Comfort managing a high volume of customers, prioritizing by signal rather than relationship history.
• Excellent written communication skills; asynchronous engagement is a significant part of the role.
• Strong documentation habits and a disciplined approach to leaving a clean trail for teammates.
• Proven ability to deliver demos and run structured customer conversations.
• Familiarity with CS and CRM tooling, such as Totango or Salesforce.
• A proactive mindset: driven, accountable, coachable, and naturally customer‑obsessed.
• Demonstrated success in driving adoption and renewal metrics in a SaaS environment.

Preferred Qualifications

• Prior experience in a pooled or shared‑portfolio customer success model.
• Background in network operations or cybersecurity.
• Experience with AI‑driven product platforms.
• Certifications in networking (CCNA, CCNP) or cloud platforms (AWS, Azure, GCP).
• Experience with data‑driven decision making and predictive analytics.

Skills & Competencies

• Strategic thinking and analytical problem‑solving.
• Exceptional stakeholder management and influence.
• Adaptability to fast‑paced, evolving environments.
• Data‑driven decision making.
• Collaboration across cross‑functional teams.
• Customer‑centric mindset with a passion for delivering measurable value.
• Strong presentation and facilitation skills.
• Resilience under pressure and a commitment to continuous improvement.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is as dynamic as the networks we manage. You will have access to:

• Structured learning paths covering advanced networking, AI, and product strategy.
• Mentorship from senior leaders and subject‑matter experts.
• Opportunities to transition into specialized roles—such as Technical Account Manager, Product Evangelist, or Sales Enablement—based on your interests and strengths.
• Leadership development programs that prepare you for future managerial responsibilities.
• Cross‑departmental projects that broaden your skill set and visibility across the organization.
• Annual hackathons and innovation challenges that encourage creative problem solving.
• Access to industry conferences, workshops, and certification programs.

Work Environment & Company Culture

brighthush thrives on a culture that blends innovation with integrity. Our core values—transparency, curiosity, respect, and enjoyment—guide every decision. You’ll experience:

• Remote‑first flexibility with optional on‑site collaboration hubs.
• Inclusive, diverse teams that celebrate different perspectives.
• Regular hackathons, knowledge‑sharing sessions, and community outreach initiatives.
• A supportive environment where feedback is constructive and growth is celebrated.
• Transparent communication from leadership, ensuring you’re always in the loop.
• Employee resource groups that foster belonging and professional development.
• Annual company retreats that blend team building with personal enrichment.

Compensation & Benefits

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

• Base salary commensurate with experience and market benchmarks.
• Performance‑based bonuses tied to individual and team KPIs.
• Equity or stock‑option plans to share in the company’s success.
• Comprehensive health, dental, and vision coverage.
• Retirement savings plan with company match.
• Generous paid time off, including dedicated wellness days and a wellness week.
• Professional development budget for courses, certifications, and conferences.
• Lifestyle spending account for travel, fitness, or personal enrichment.
• Employee recognition program celebrating milestones and achievements.
• Flexible work arrangements to support work‑life balance.
• On‑site wellness amenities such as fitness centers and meditation rooms.

How to Apply

If you’re excited about shaping the future of network operations and want to join a team that values your expertise, we’d love to hear from you. Submit your application through our career portal, and let’s explore how you can contribute to brighthush’s mission of delivering seamless, AI‑driven network solutions worldwide.

Closing

At brighthush, we believe that the best technology is built by people who are empowered, respected, and inspired. As a Customer Success Manager, you’ll be at the forefront of that mission—turning complex network challenges into simple, scalable solutions for our clients. If you’re ready to bring your technical savvy, business insight, and customer‑obsessed mindset to a company that rewards innovation and collaboration, apply today and help us shape the next generation of network operations.