Senior Customer Success Manager – B2B & Enterprise Solutions – Outdoor Tech Innovator

About brighthush

brighthush is not just a company; it’s a movement that blends cutting‑edge technology with a passion for the great outdoors. With a portfolio that spans rugged outdoor cameras, IoT sensors, and cloud‑based monitoring platforms, we empower businesses to protect, monitor, and celebrate the natural world. Our mission is simple yet ambitious: to engineer solutions that keep people safe, connected, and inspired wherever they go.

Founded by a team of tech pioneers and adventure seekers, brighthush has grown from a small startup to a market leader with over 500,000 active customers worldwide. We thrive on curiosity, relentless innovation, and a culture that encourages every team member to step outside the office, test our products in the field, and let nature spark the next breakthrough. If you’re looking for a role that combines technical rigor, customer advocacy, and the freedom to explore, brighthush is the place to be.

Role Overview

We’re seeking a seasoned Customer Success Manager (CSM) to become the trusted technical partner for our B2B and enterprise clients. In this role, you will guide customers through post‑sale onboarding, ensure seamless unit activation, and drive ongoing platform adoption. Your focus will be on maximizing subscription retention, identifying expansion opportunities, and translating real‑world feedback into product enhancements.

As a CSM at brighthush, you’ll be the bridge between our customers and the engineering, sales, and support teams. You’ll own the end‑to‑end customer journey, from the first unit activation to long‑term success, and you’ll play a pivotal role in shaping the future of our outdoor technology ecosystem.

Key Responsibilities

• Build and Maintain B2B Relationships: Serve as the primary technical point of contact for key accounts, cultivating trust and ensuring customers derive maximum value from our products.
• Lead Post‑Sale Onboarding: Guide new clients through hardware activation, cellular configuration, app setup, and platform orientation, ensuring a smooth and successful deployment.
• Manage Enterprise Trials: Partner with Regional Sales Directors and Account Executives to orchestrate high‑value trials, handling logistics, unit provisioning, and white‑glove onboarding.
• Drive Account Health & Retention: Monitor unit activity, subscription renewals, and reorder cycles across active sites to maintain high retention and preempt churn.
• Identify Growth Opportunities: Spot expansion triggers—such as new site deployments or increased camera coverage—and collaborate with sales to close larger orders.
• Advocate for the Customer: Collect on‑site feedback, translate it into actionable product improvement suggestions, and champion customer needs across the organization.
• Cross‑Functional Collaboration: Work closely with sales, support, product, and engineering teams to resolve issues, share insights, and accelerate feature development.
• Develop Success Playbooks: Create onboarding guides, training materials, and best‑practice playbooks that empower customers and streamline future deployments.
• Lead Training & Workshops: Conduct product demos, workshops, and training sessions for client site managers and operators.
• Handle Escalations: Resolve technical or service escalations promptly, ensuring customer satisfaction and maintaining brand reputation.

Essential Qualifications

• Bachelor’s degree in Business, Marketing, Engineering, or a related field.
• 3+ years of experience in Customer Success, Account Management, or Technical Support within B2B hardware, IoT, commercial security, or SaaS environments.
• Proven track record of managing onboarding, retention programs, enterprise accounts, and pilot trials.
• Strong analytical skills: ability to interpret usage data, unit activity metrics, and account trends to drive health and growth.
• Excellent communication, negotiation, and interpersonal skills, with a history of resolving complex escalations and building long‑term relationships.
• Exceptional organizational and time‑management abilities, thriving in a fast‑paced, target‑driven environment.
• Proactive, solution‑oriented mindset with practical problem‑solving skills.
• Proficiency with CRM platforms (HubSpot, Salesforce) and customer success tools (Gainsight, ChurnZero).

Preferred Qualifications

• Experience in the outdoor technology or construction site monitoring industry.
• Background in hardware deployment, cellular connectivity, or enterprise platform integration.
• Knowledge of data analytics tools (SQL, Tableau, Power BI) for reporting and insights.
• Experience leading cross‑functional initiatives and driving product roadmap decisions.
• Fluency in multiple languages or experience working with international clients.

Skills & Competencies

• Customer‑Centric Mindset: Passion for delivering exceptional customer experiences and turning feedback into action.
• Technical Acumen: Comfortable troubleshooting hardware, cellular, and software issues.
• Strategic Thinking: Ability to see the big picture, anticipate customer needs, and align solutions with business goals.
• Data‑Driven Decision Making: Leverage metrics to assess health, predict churn, and identify upsell opportunities.
• Collaboration & Influence: Work effectively across teams, influence product direction, and advocate for the customer.
• Adaptability: Thrive in a dynamic environment, juggling multiple accounts and shifting priorities.
• Leadership: Mentor junior team members, lead training sessions, and drive continuous improvement.

Career Growth & Learning Opportunities

At brighthush, your career is an adventure. We offer:

• Clear career ladders for CSMs, with opportunities to move into Senior CSM, Director of Customer Success, or Product Management roles.
• Regular mentorship from senior leaders and access to industry experts.
• Hands‑on experience with the latest IoT and cloud technologies.
• Conferences, workshops, and training programs to keep your skills sharp.
• Internal hackathons and innovation challenges that let you experiment with new ideas.

Work Environment & Culture

brighthush is a remote‑first company that values flexibility, creativity, and community. Our culture is built on:

• Outdoor‑Centric Lifestyle: Complimentary camera gear, company‑sponsored trips, and “Hunting Holidays” for outdoor adventures.
• Inclusive & Collaborative Teams: Diverse backgrounds, open communication, and a flat hierarchy that encourages idea sharing.
• Continuous Learning: Access to online courses, certifications, and a generous learning stipend.
• Recognition & Rewards: Monthly “brighthush Valor Awards” celebrating innovation, tenacity, and customer focus.
• Health & Wellness: Comprehensive medical, dental, vision, life insurance, and disability coverage.
• Generous Time Off: Competitive paid leave, parental and military leave, and flexible vacation policies.
• Financial Planning: Company‑managed 401(k) plan with matching contributions.

Compensation & Benefits

While the base salary is competitive and commensurate with experience, we also offer:

• Performance‑based bonuses tied to customer retention and expansion metrics.
• Equity options to share in the company’s growth.
• Health, dental, vision, and life insurance plans.
• Retirement savings plan with company match.
• Unlimited paid time off policy (subject to managerial approval).
• Remote‑friendly work environment with flexible hours.
• Annual company retreats and team‑building outdoor excursions.

How to Apply

If you’re ready to take your customer success career to the next level, join a team that values innovation, adventure, and impact. Submit your resume and a cover letter that tells us why you’re the perfect fit for brighthush. We look forward to exploring how your expertise can help our customers thrive and our company grow.

Equal Opportunity Employer

brighthush is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. If you require reasonable accommodations during the application process, please let us know, and we will gladly assist.