Senior Customer Success Manager – Drone & Autonomous Systems Integration & Expansion Specialist at brighthush

About brighthush

brighthush is at the forefront of the autonomous security revolution, delivering cutting‑edge drone‑in‑a‑box solutions that empower private security teams worldwide. Our integrated platform combines a lightweight, autonomous quadcopter, a self‑charging base station, and sophisticated software that seamlessly orchestrates operations across multiple sites. By marrying hardware, networking, and intelligent analytics, we provide a turnkey solution that scales from a single site to a global security footprint.

Our mission is simple: to give security professionals the tools they need to protect people and property with minimal effort and maximum reliability. With a focus on reliability, ease of deployment, and proactive support, brighthush has become the go‑to partner for businesses that demand uncompromising safety and operational efficiency.

Key Responsibilities

As a Customer Success Manager at brighthush, you will be the linchpin between our customers and the technology that keeps them safe. Your day‑to‑day activities will revolve around ensuring that each deployment runs flawlessly, fostering long‑term relationships, and driving expansion opportunities.

• Proactive System Monitoring – Continuously watch for any system anomalies, such as offline units or camera failures, and initiate rapid response protocols.
• End‑to‑End Issue Resolution – Own the full lifecycle of support tickets, from triage through resolution, coordinating with our support lead and engineering teams.
• Network & Integration Support – Troubleshoot TCP/IP, DNS, DHCP, VLANs, and firewall configurations; configure webhooks, REST APIs, and RTSP/ONVIF streams to integrate with customers’ existing security ecosystems.
• Customer Advocacy – Serve as the voice of the customer within brighthush, translating field feedback into product enhancements and process improvements.
• Expansion & Upsell – Identify opportunities for additional sites, add‑ons, or subscription renewals through discovery conversations and data‑driven insights.
• Documentation & Knowledge Sharing – Maintain clear, up‑to‑date documentation for both internal teams and customers; contribute to knowledge base articles and best‑practice guides.
• Stakeholder Collaboration – Work closely with Sales, Product, and Engineering to align on customer goals, feature roadmaps, and service level agreements.
• Travel & On‑Site Presence – Attend key customer go‑lives and account reviews (10–15% travel) to ensure seamless deployments and gather first‑hand feedback.

Essential Qualifications

• Minimum 3 years of experience supporting connected hardware deployed at customer sites, such as drones, robots, cameras, or IoT devices.
• Proven track record in customer success, technical account management, solutions engineering, or support roles.
• Hands‑on experience with ticketed support processes and incident management tools.
• Strong network troubleshooting skills – TCP/IP, DNS, DHCP, VLANs, firewalls.
• Comfortable pulling and interpreting logs over SSH on Linux command line.
• Experience integrating systems via webhooks, REST APIs, or video streams (RTSP/ONVIF).
• Demonstrated ability to grow accounts through expansion orders, add‑ons, or renewals.
• Excellent communication skills – able to explain complex technical issues in plain language to non‑technical stakeholders.
• Strategic questioning skills that uncover customers’ next site or expansion needs.

Preferred Qualifications (Bonus Points)

• Experience with Video Management Systems (VMS) or alarm platforms such as Genetec, Hanwha, Verkada, or Alarm.com.
• Hands‑on troubleshooting of autonomous systems beyond first‑level checks.
• FAA Part 107 Remote Pilot Certificate.
• Background in physical security, integrators, monitoring centers, or guard companies.
• Experience renewing or expanding lease or subscription contracts.

Skills & Competencies

• Technical Acumen – Deep understanding of networking, Linux, and API integrations.
• Problem‑Solving – Ability to diagnose complex issues quickly and devise effective solutions.
• Customer‑Centric Mindset – Passion for delivering exceptional service and building lasting relationships.
• Project Management – Skilled at coordinating cross‑functional teams and managing multiple priorities.
• Analytical Thinking – Use data and metrics to drive decisions and measure success.
• Adaptability – Thrive in a fast‑paced, evolving environment with new technologies and customer needs.
• Communication – Clear, concise, and persuasive in both written and verbal interactions.

Career Growth & Learning Opportunities

At brighthush, your professional journey is as dynamic as the technology you support. We invest heavily in continuous learning and career development:

• Structured mentorship programs pairing you with senior leaders in Sales, Product, and Engineering.
• Access to industry conferences, webinars, and training on the latest in autonomous systems and security protocols.
• Clear promotion pathways – from Customer Success Associate to Senior Manager, and eventually into Director or VP roles.
• Cross‑functional projects that broaden your skill set, such as working on product roadmap or go‑to‑market strategies.
• Regular performance reviews with actionable feedback and growth plans.

Work Environment & Culture at brighthush

Our culture is built on innovation, collaboration, and a relentless focus on customer success. Key highlights include:

• Remote‑First Flexibility – Work from anywhere in the United States with a fully supported home office setup.
• Inclusive & Diverse Team – A vibrant community that values diverse perspectives and encourages open dialogue.
• Fast‑Paced Innovation – Join a startup‑like environment where your ideas can shape product direction and customer experience.
• Transparent Leadership – Regular town‑halls and open Q&A sessions with the executive team.
• Community Impact – Contribute to safer communities worldwide through our cutting‑edge security solutions.

Compensation & Benefits

While specific figures vary based on experience, brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with market rates for senior customer success roles.
• Performance‑based bonuses tied to customer satisfaction, expansion, and retention metrics.
• Comprehensive health, dental, and vision insurance plans.
• 401(k) retirement plan with company match.
• Generous paid time off, including vacation, sick leave, and holidays.
• Professional development stipend for courses, certifications, and conferences.
• Employee wellness programs and mental health resources.
• Equity or stock‑option opportunities to share in brighthush’s growth.

How to Apply

If you are passionate about empowering security teams with reliable, autonomous technology and thrive in a role that blends technical expertise with customer advocacy, we want to hear from you. Join brighthush and help shape the future of private security.