Senior Customer Success Manager – Enterprise Cloud & Edge Solutions – Remote (North Carolina)

About brighthush

brighthush is a leading global edge‑to‑cloud technology company that empowers organizations to connect, protect, analyze, and act on data and applications at scale. With a portfolio that spans advanced networking, secure cloud services, and intelligent edge solutions, brighthush is at the forefront of the digital transformation journey for enterprises worldwide. Our mission is to deliver seamless, high‑value experiences that help our customers unlock new opportunities and drive sustainable growth.

Why Join brighthush?

At brighthush, we believe that our people are our greatest asset. We foster a culture of curiosity, collaboration, and continuous improvement. Whether you’re a seasoned professional or an ambitious early‑career talent, you’ll find a supportive environment that encourages innovation, rewards results, and offers clear pathways for advancement. As a remote‑first organization, we provide the flexibility you need to balance work and life while staying connected to a vibrant global community.

Role Overview

As a Senior Customer Success Manager at brighthush, you will be the trusted advisor for our most strategic enterprise customers. You will own the end‑to‑end customer journey, ensuring that each client achieves their desired outcomes through the effective adoption of our cloud, edge, and networking solutions. Your deep expertise in risk management, audit, security, and technical delivery will enable you to proactively identify and mitigate potential challenges, turning obstacles into opportunities for growth.

Key Responsibilities

• Customer Advocacy & Relationship Management: Serve as the primary point of contact for assigned accounts, building strong, long‑term relationships with C‑suite executives, IT leaders, and business stakeholders.
• Escalation Management & Issue Resolution: Lead the investigation and resolution of high‑impact incidents, coordinating cross‑functional teams to deliver timely, effective solutions.
• Service Reviews & Business Outcomes: Conduct quarterly business reviews (QBRs) to assess performance, identify improvement opportunities, and align on future roadmap priorities.
• Onboarding & Adoption: Guide new customers through a structured onboarding process, ensuring smooth integration of brighthush solutions into their existing IT ecosystem.
• Renewals & Upsell Opportunities: Drive renewal conversations and identify upsell or cross‑sell opportunities that align with customer goals and maximize revenue.
• Risk & Security Management: Apply your knowledge of risk management, audit, and security best practices to safeguard customer data and ensure compliance with industry regulations.
• Data‑Driven Insights: Leverage analytics tools to monitor usage, performance, and health metrics, translating data into actionable insights for customers and internal stakeholders.
• Collaboration with Product & Engineering: Provide customer feedback to product teams, influencing roadmap decisions and feature enhancements.
• Mentorship & Knowledge Sharing: Mentor junior team members, share best practices, and contribute to the development of internal playbooks and training materials.

Essential Qualifications

• Minimum of 5 years of proven experience in customer success or account management within the technology sector.
• Professional degree (Bachelor’s or higher) or equivalent experience, coupled with 7+ years of related experience in enterprise technology environments.
• Solid understanding of wireless, networking, and cloud technologies, as well as familiarity with customer success tools (e.g., Gainsight, Totango, or similar).
• Intermediate proficiency in Microsoft Office (Word, Excel, PowerPoint, Outlook) for creating reports, dashboards, and presentations.
• Fluent in English, with excellent written and verbal communication skills.
• Demonstrated experience in risk management, audit, security, or technical delivery, ensuring compliance and operational excellence.

Preferred Qualifications

• Advanced certifications such as CCNA, CCNP, AWS Certified Solutions Architect, or equivalent.
• Experience managing large, complex enterprise accounts with multi‑year contracts.
• Background in SaaS or cloud‑native product environments.
• Proficiency with data visualization tools (Tableau, Power BI) and CRM platforms (Salesforce, HubSpot).
• Track record of driving customer adoption metrics and achieving high Net Promoter Scores (NPS).

Core Skills & Competencies

• Strategic Thinking: Ability to align customer goals with brighthush solutions and articulate a clear value proposition.
• Problem‑Solving: Strong analytical skills to diagnose issues, propose solutions, and implement corrective actions.
• Stakeholder Management: Skilled at influencing and collaborating with cross‑functional teams, including sales, engineering, product, and support.
• Communication: Exceptional presentation, negotiation, and storytelling abilities.
• Project Management: Proven track record of managing multiple initiatives simultaneously while meeting deadlines.
• Customer‑Centric Mindset: Passion for delivering outstanding customer experiences and turning feedback into continuous improvement.
• Adaptability: Comfortable working in a fast‑paced, evolving technology landscape.

Career Growth & Development

At brighthush, we invest heavily in the professional growth of our team members. As a Senior Customer Success Manager, you will have access to:

• Structured learning paths, including technical certifications, leadership training, and industry conferences.
• Mentorship programs pairing you with senior leaders across the organization.
• Clear career ladders that enable progression to Customer Success Leadership roles, such as Director of Customer Success or VP of Customer Experience.
• Opportunities to lead cross‑functional initiatives, influencing product strategy and customer engagement models.

Work Environment & Culture

brighthush embraces a remote‑first model, offering:

• Flexible working hours to accommodate different time zones and personal commitments.
• Regular virtual town halls, team‑building events, and hackathons to foster collaboration and camaraderie.
• A culture of transparency, where ideas are welcomed and decisions are data‑driven.
• Commitment to diversity, equity, and inclusion, ensuring every voice is heard and valued.

Compensation & Benefits

We offer a competitive total rewards package that includes:

• Base salary range: USD 65,200 – 150,500 per year, commensurate with experience and performance.
• Performance‑based bonuses and potential equity awards.
• Comprehensive health, dental, and vision insurance plans.
• 401(k) retirement plan with company match.
• Generous paid time off, parental leave, and wellness programs.
• Professional development stipend and reimbursement for relevant certifications.

Ready to Make an Impact?

If you are a proactive, customer‑focused professional with a passion for technology and a track record of driving success for enterprise clients, we want to hear from you. Join brighthush and become part of a team that is redefining the future of edge‑to‑cloud solutions. Apply today and help us empower our customers to achieve their most ambitious goals.