Senior Customer Success Manager – Control Room & Public Safety Technology Deployment Lead (Remote UK) – Lead Life‑Saving Deployments, Drive Innovation, and Build Strategic Partnerships at brighthush

About brighthush

brighthush is a trailblazer in the public‑safety technology arena, weaving together cutting‑edge communication networks, AI‑powered video analytics, secure cloud infrastructure, and intuitive command‑centre software into a single, fully integrated ecosystem. Our mission is simple yet profound: solve for safer. By equipping police, fire, emergency medical services, and other public‑sector agencies with real‑time collaboration tools and predictive analytics, we empower them to respond faster, coordinate more effectively, and ultimately save lives. With a footprint that spans the UK and Europe, brighthush is more than a technology provider – we are a trusted partner in the mission to protect communities.

Why brighthush?

• Impactful Work – Every deployment you lead directly contributes to life‑saving outcomes for communities.
• Innovation at Scale – Work with cutting‑edge software, AI‑driven analytics, and secure cloud infrastructure.
• Collaborative Culture – A close‑knit, cross‑functional team that values transparency, continuous learning, and mutual respect.
• Global Reach, Local Focus – While we operate worldwide, our UK teams are deeply embedded in local public‑sector ecosystems.
• Career Growth – Structured career paths, mentorship, and access to industry conferences and certifications.

Role Overview

As a Senior Customer Success Manager (CSM) for Control Room Solutions, you will be the linchpin between our product strategy and the engineering teams that deliver it. Your primary responsibility is to manage the end‑to‑end deployment of our flagship Control Room platform for strategically important public safety customers across the UK. You will act as the main point of contact for all technical and deployment activities, ensuring that each project is delivered on time, within scope, and to the highest quality standards. In addition, you will champion continuous improvement, foster strong client relationships, and translate customer feedback into actionable product enhancements.

Key Responsibilities

Solution Architecture & Requirements Leadership

• Lead comprehensive requirement capture sessions with customer stakeholders, translating business processes into technical specifications.
• Produce detailed solution design documents, architecture diagrams, and integration plans that gain formal approval from all parties.
• Bridge the gap between product roadmap strategy and engineering execution, ensuring alignment on feature priorities and technical feasibility.
• Champion the adoption of best practices in system design, security, and compliance, ensuring that every deployment meets or exceeds industry standards.
• Maintain a living repository of architecture artifacts and lessons learned to accelerate future deployments.
• Collaborate with product owners to refine feature sets based on real‑world usage and emerging regulatory requirements.

Project Planning & Delivery Management

• Develop resource‑intensive project plans, including timelines, milestones, risk assessments, and contingency strategies.
• Coordinate cross‑functional delivery teams—business analysts, QA engineers, and developers—to meet agreed milestones.
• Oversee full deployment lifecycle, from initial installation to final sign‑off, ensuring that all deliverables meet or exceed customer expectations.
• Maintain rigorous project documentation, status reporting, and post‑implementation reviews to capture lessons learned.
• Implement project governance frameworks that promote transparency, accountability, and continuous improvement.
• Facilitate regular sprint reviews and retrospectives to keep the team focused and agile.

Agile Team Leadership & Customer Success

• Provide operational leadership for dedicated agile delivery squads, fostering a culture of continuous improvement and high performance.
• Serve as the primary escalation point for technical and deployment issues, coordinating with backup resources and subject‑matter experts as needed.
• Build and nurture long‑term relationships with UK bluelight agencies, driving adoption, satisfaction, and renewal.
• Act as a trusted advisor to customers, offering strategic guidance on future enhancements and roadmap alignment.
• Champion a customer‑centric mindset across the organization, ensuring that every decision is informed by user needs and business outcomes.
• Mentor junior team members, providing coaching on agile practices, stakeholder management, and technical communication.

Essential Qualifications

• Bachelor’s Degree in Computer Science, Engineering, or a related field, or equivalent practical experience in complex software delivery.
• Proven track record managing large‑scale, mission‑critical software deployments for enterprise or public‑sector customers.
• Deep knowledge of Agile frameworks (Scrum, SAFe, or similar), with certification or active pursuit of certification.
• Strong technical communication skills—able to translate complex concepts to both technical teams and non‑technical stakeholders.
• Professional proficiency in English, both written and verbal.
• Experience leading geographically dispersed teams and managing remote collaboration tools.
• Demonstrated ability to influence senior leaders and negotiate trade‑offs in a fast‑moving environment.
• Experience with cloud‑native architectures (brighthush, brighthush, brighthush) and API‑driven integration.

Preferred Qualifications

• Experience deploying software solutions within UK bluelight (police and fire) agencies.
• Hands‑on knowledge of UK Control Room operations and the associated regulatory environment.
• Background in security‑critical software development, including compliance with ISO 27001, NIST, or equivalent standards.
• Experience leading virtual, geographically dispersed teams.
• Familiarity with data‑privacy regulations such as GDPR and the UK Data Protection Act.
• Prior exposure to AI‑driven video analytics and real‑time communication platforms.
• Knowledge of incident‑management frameworks (e.g., NIST 800‑61, ISO 27035).

Skills & Competencies

• Strategic Thinking – Ability to see the big picture while managing day‑to‑day details.
• Stakeholder Management – Skilled at influencing senior leaders, aligning cross‑functional teams, and negotiating trade‑offs.
• Problem Solving – Strong analytical mindset, adept at diagnosing issues and implementing effective solutions.
• Communication – Clear, concise, and persuasive in both written and verbal formats.
• Adaptability – Thrive in a fast‑moving environment with evolving priorities.
• Leadership – Inspire teams, drive accountability, and cultivate a culture of excellence.
• Customer‑Centric Mindset – Deep empathy for end‑users and a relentless focus on delivering value.
• Technical Acumen – Comfortable with cloud architectures, API integrations, and security best practices.
• Project Management – Proficient in planning, risk mitigation, and resource allocation.

Career Growth & Learning Opportunities

At brighthush, we believe that your growth is our success. As a Senior CSM, you will:

• Progress into leadership roles such as Director of Customer Success or Head of Deployment.
• Earn industry certifications (e.g., PMP, SAFe, Certified ScrumMaster) through our sponsorship program.
• Attend international conferences, workshops, and training sessions to stay ahead of emerging public‑safety technologies.
• Participate in cross‑departmental initiatives, including product strategy, R&D, and market expansion.
• Lead internal knowledge‑sharing sessions, mentoring junior team members and shaping best practices.
• Take ownership of high‑impact projects that shape the future of public‑safety technology across the UK.
• Explore opportunities to contribute to open‑source projects and industry standards bodies.

Work Environment & Culture

brighthush fosters a people‑first culture that celebrates diversity, inclusion, and authenticity. We offer:

• Flexible working arrangements, including remote work and flexible hours.
• Collaborative spaces in our UK offices, designed to spark creativity and teamwork.
• Regular team‑building events, hackathons, and innovation challenges to keep the energy high.
• Access to cutting‑edge tools and platforms that enable you to work efficiently and effectively.
• Structured onboarding and continuous feedback loops to accelerate your impact.
• Employee resource groups that support professional development and community building.
• Annual wellness program and team retreats to foster work‑life balance.
• Recognition programs that celebrate milestones, innovations, and customer success stories.

Compensation, Perks & Benefits

While specific figures vary based on experience and location, brighthush offers a competitive salary package that includes:

• Base salary aligned with industry standards for senior customer success roles.
• Performance‑based bonuses tied to customer satisfaction, project delivery, and adoption metrics.
• Comprehensive health and wellbeing benefits, including private medical insurance and mental health support.
• Generous paid time off, parental leave, and flexible holiday policies.
• Continuous learning stipend for courses, certifications, and conferences.
• Equity options to share in the company’s long‑term success.
• Technology stipend for home‑office setup and remote collaboration tools.
• Annual wellness program and team retreats to foster work‑life balance.
• Access to a company‑wide mentorship network and leadership development programs.

Success Stories

Case Study 1 – Rapid Deployment for a County Fire Service In just 12 weeks, the brighthush Control Room platform was fully operational for a county fire service, reducing incident response times by 25% and improving inter‑agency coordination during major emergencies. The Senior CSM led the project, coordinating cross‑functional teams and ensuring seamless integration with existing radio systems.

Case Study 2 – AI‑Enhanced Video Analytics for a Metropolitan Police Department By deploying AI‑driven video analytics, the department achieved a 30% increase in incident detection accuracy. The Senior CSM facilitated stakeholder workshops, translated operational needs into technical requirements, and oversaw the end‑to‑end rollout, earning commendations from senior police leadership.

Case Study 3 – Scalable Cloud Migration for a National Ambulance Service The Senior CSM spearheaded a migration of legacy control‑room software to a secure, multi‑region cloud environment, enhancing data resilience and enabling real‑time analytics across 15 regional hubs. The project delivered a 40% reduction in system downtime and a 20% increase in operational efficiency.

How to Apply

If you are passionate about making a tangible difference in public safety, thrive in a fast‑paced, high‑impact environment, and want to lead transformative deployments that save lives, we want to hear from you. Join brighthush and help shape the future of public‑safety technology across the UK.