Senior Customer Success Manager – Cloud Communications & Network Services Strategist – Accelerating Enterprise Growth, Retention, and Strategic Partnerships at brighthush

About brighthush and the Future of Enterprise Connectivity

In an era where digital transformation is no longer optional, the ability to move data securely, reliably, and at scale has become a cornerstone of competitive advantage. brighthush is at the forefront of this revolution, redefining the very foundation of enterprise connectivity. By seamlessly integrating cutting‑edge SD‑WAN, cloud‑native communications, and next‑generation security services, we empower Fortune 500 leaders, mid‑market disruptors, and emerging tech pioneers to streamline operations, slash costs, and stay ahead of evolving cyber threats. Our mission is simple yet powerful: deliver reliable, scalable, and secure communications that let businesses focus on what matters most—growth and innovation.

Technology is only as good as the people who bring it to life. That’s why brighthush invests heavily in its talent—fostering a culture of collaboration, continuous learning, and customer‑centric innovation. Whether you’re a seasoned professional or a rising star, you’ll find a place where your ideas are heard, your growth is accelerated, and your impact is tangible.

Role Overview

As a Senior Customer Success Manager at brighthush, you will be the strategic partner and trusted advisor for our most valuable clients. You’ll own the end‑to‑end customer journey, ensuring that every interaction delivers measurable value, drives adoption, and unlocks upsell opportunities. Your deep expertise in cloud communications, SD‑WAN, and security services will enable you to translate complex technical solutions into clear business outcomes, while your leadership in quarterly business reviews (QBRs) and executive presentations will cement long‑term relationships and secure renewal commitments.

Key Responsibilities

• Customer Relationship Stewardship – Build and maintain deep, trusted relationships with C‑suite executives, IT leaders, and operational stakeholders across the customer base. Serve as the single point of contact for all strategic initiatives.
• Retention & Growth Champion – Drive proactive engagement strategies that increase renewal rates, reduce churn, and identify cross‑sell and upsell opportunities within existing accounts. Own the account health scorecard and lead renewal negotiations.
• Strategic Account Planning – Own the account roadmap, aligning brighthush’s product roadmap with customer objectives, and ensuring that every milestone is met with measurable success. Translate business goals into actionable CS plans.
• Quarterly Business Reviews (QBRs) – Lead data‑driven QBRs that showcase ROI, highlight adoption metrics, and outline future value propositions. Prepare executive‑level decks and deliver compelling narratives.
• Product & Service Evangelism – Serve as the internal subject matter expert on cloud communications, SD‑WAN, and security services, translating technical features into business benefits for customers. Conduct workshops and training sessions.
• Cross‑Functional Collaboration – Partner with Sales, Product, Engineering, and Marketing to resolve escalations, share customer insights, and influence product enhancements. Champion the customer voice in all product decisions.
• Data Analysis & Reporting – Leverage Excel, BI, and CRM analytics to track key performance indicators (KPIs), forecast revenue, and surface actionable insights. Build dashboards that inform strategy.
• Thought Leadership – Represent brighthush at industry events, webinars, and customer workshops, positioning the brand as a thought leader in secure, cloud‑native communications. Publish whitepapers and case studies.
• Team Mentorship – Mentor junior CS team members, share best practices, and foster a culture of continuous improvement. Lead knowledge‑sharing sessions and internal training.
• Process Optimization – Identify gaps in CS processes, propose improvements, and implement automation to increase efficiency and scalability.

Essential Qualifications

• 4‑year bachelor’s degree in Business, Engineering, Computer Science, or a related field (or equivalent professional experience).
• 3–5+ years of proven success in customer success, account management, or enterprise sales within the cloud communications, SD‑WAN, or security services space.
• Demonstrated ability to manage complex, multi‑stakeholder relationships and deliver measurable business outcomes.
• Strong proficiency in Excel (advanced formulas, pivot tables, dashboards) and the Office suite.
• Experience leading QBRs, executive presentations, and data‑driven storytelling.
• Excellent communication skills, both written and verbal, with the ability to influence at all organizational levels.
• High level of analytical thinking and problem‑solving aptitude.
• Self‑motivated, results‑oriented, and comfortable working in a fast‑paced, remote environment.
• Proven track record of exceeding renewal targets and driving upsell revenue.

Preferred Qualifications

• Experience with CRM platforms such as Salesforce, HubSpot, or similar.
• Background in network engineering, cybersecurity, or telecom operations.
• Prior exposure to SaaS subscription billing and revenue recognition.
• Knowledge of industry standards such as ITIL, ISO 27001, or SOC 2.
• Fluency in additional languages (e.g., Spanish, Mandarin) is a plus.
• Certifications in cloud architecture, cybersecurity, or customer success frameworks (e.g., CSF, CSAT).

Skills & Competencies

• Strategic Thinking – Ability to see the big picture and translate it into actionable plans.
• Customer‑Centric Mindset – Passion for delivering exceptional customer experiences.
• Data‑Driven Decision Making – Proficiency in interpreting metrics to guide strategy.
• Project Management – Skilled at juggling multiple initiatives with tight deadlines.
• Collaboration & Influence – Comfortable working cross‑functionally and persuading stakeholders.
• Adaptability – Thrive in a dynamic environment with evolving technology and market demands.
• Leadership & Coaching – Ability to mentor and develop junior team members.
• Communication Excellence – Clear, concise, and persuasive in both written and verbal formats.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is as dynamic as our technology. As a Senior Customer Success Manager, you’ll:

• Progress to a Director of Customer Success role, overseeing a team of managers and shaping the global CS strategy.
• Transition into Product Management or Solutions Engineering, leveraging your deep customer insights to influence product direction.
• Lead cross‑regional initiatives, expanding your influence across North America, EMEA, and APAC markets.
• Participate in leadership development programs, mentorship circles, and industry conferences.
• Earn certifications in cloud architecture, cybersecurity, or customer success frameworks.
• Access internal tuition reimbursement for advanced courses in data science, AI, or advanced networking.
• Opportunity to co‑author whitepapers and contribute to the brighthush knowledge base.

Work Environment & Culture

brighthush champions a flexible, inclusive, and high‑performance culture. Key highlights include:

• Remote‑First Flexibility – Work from anywhere in the United States, with optional on‑site collaboration in our flagship hubs.
• Diversity & Inclusion – A vibrant community that celebrates diverse perspectives and fosters belonging.
• Innovation Labs – Access to cutting‑edge tools, sandbox environments, and continuous learning resources.
• Team Collaboration – Weekly cross‑functional huddles, hackathons, and knowledge‑sharing sessions.
• Well‑Being Initiatives – Comprehensive wellness programs, mental health support, and flexible PTO.
• Community Impact – Volunteer days, sustainability projects, and partnerships with local nonprofits.
• Recognition & Rewards – Peer‑to‑peer recognition programs, spot bonuses, and annual performance awards.

Compensation & Benefits

We offer a competitive base salary ranging from USD 60,000 to 90,000 per year, commensurate with experience and performance. In addition, you’ll enjoy:

• Generous paid time off (PTO) and holiday schedule.
• 401(k) retirement plan with company match.
• Health, dental, and vision insurance packages.
• Employee stock purchase plan (ESPP) and equity options.
• Professional development stipend and tuition reimbursement.
• Wellness stipend, gym memberships, and mental health resources.
• Annual company retreats and team‑building events.
• Flexible work hours and a fully remote work environment.
• Technology stipend for home office setup.

Why Join brighthush?

When you join brighthush, you become part of a mission‑driven organization that is reshaping the future of enterprise communications. You’ll work alongside some of the brightest minds in the industry, collaborate across global teams, and have the autonomy to shape the customer experience at scale. Your success will be measured by the tangible impact you create for our clients and the measurable growth you drive for the company.

How to Apply

If you’re ready to take your customer success career to the next level, join brighthush and help shape the future of secure, cloud‑native communications. Submit your resume, cover letter, and a brief portfolio of successful customer engagements through our online portal. We look forward to exploring how your expertise can drive value for our clients and accelerate your professional growth.