Senior Customer Success Manager – Enterprise IoT & Outdoor Technology Solutions – Driving Adoption, Retention, and Growth at brighthush

About brighthush

brighthush is a trailblazing force in the outdoor technology arena, blending cutting‑edge hardware with intuitive software to empower adventurers, researchers, and commercial enterprises worldwide. With a portfolio that spans rugged cameras, sensor networks, and cloud‑based analytics, we are redefining how people capture, monitor, and protect the natural world. Our mission is simple: engineer the outdoors so that every expedition, construction site, or wildlife study is safer, smarter, and more connected.

Founded by a team of seasoned technologists and outdoor enthusiasts, brighthush has grown from a small startup to a global leader, serving over 500,000 active customers across 70+ countries. We thrive on curiosity, resilience, and a relentless pursuit of innovation. At brighthush, we believe that the best ideas are born outside the office, which is why we encourage our employees to explore the great outdoors, test our products in real‑world conditions, and let nature inspire the next breakthrough.

Our culture is built on collaboration, transparency, and a shared commitment to excellence. We celebrate bold thinking, embrace calculated risk, and reward those who push the boundaries of what’s possible. If you’re ready to join a team that values adventure as much as ambition, brighthush is the place for you.

Position Overview

We are looking for a dynamic, technically savvy, and results‑oriented Senior Customer Success Manager to become the linchpin between our enterprise clients and the brighthush technology ecosystem. In this role, you will guide B2B and enterprise customers through post‑sale onboarding, unit activation, and ongoing platform optimization. You will serve as their primary technical advocate, ensuring high subscription retention, identifying expansion opportunities, and translating real‑world feedback into product enhancements.

As a key member of our Customer Success team, you will collaborate closely with Sales, Support, Product, and Engineering to deliver a seamless, white‑glove experience that accelerates adoption, drives revenue, and solidifies long‑term partnerships.

Key Objectives

• Build Trusting Partnerships: Act as the main technical liaison for key accounts, fostering deep relationships and ensuring customers extract maximum value from our DEFEND product suite.
• Lead Post‑Sale Onboarding: Guide new clients through hardware activation, cellular configuration, app setup, and platform navigation during initial deployments.
• Champion Enterprise Trials: Partner with Regional Sales Directors and Account Executives to orchestrate high‑value trials, manage logistics, and deliver a premium onboarding experience that accelerates deal closure.
• 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 signals—such as new site deployments or increased camera coverage—and collaborate with sales to secure larger orders.
• Advocate for Customers: Capture on‑site user feedback and communicate actionable insights to product and engineering teams.
• Cross‑Functional Collaboration: Work hand‑in‑hand with Sales, Support, Product, and Engineering to resolve escalations, refine processes, and enhance the customer journey.

Core Responsibilities

• Onboard new enterprise customers, guiding them through hardware setup, cellular connectivity, and platform integration to ensure a smooth, successful implementation.
• Coordinate enterprise trial logistics, including unit provisioning, technical setup, and platform walkthroughs.
• Conduct regular check‑ins with B2B clients to track unit activity, assess progress, and discuss future monitoring needs.
• Track account health metrics, monitor hardware usage trends, and produce regular reports for leadership.
• Recognize expansion triggers—such as adding new sites or requiring additional camera coverage—and connect customers with the sales team to close larger orders.
• Oversee customer lifecycle management and identify practical areas for process optimization.
• Lead training sessions, workshops, and product demonstrations for client site managers and operators.
• Assist in developing customer success playbooks, setup guides, and onboarding resources.
• Handle customer escalations directly, ensuring technical or service issues are resolved efficiently.

Essential Qualifications

• Bachelor’s degree in Business, Marketing, Engineering, or a related field.
• 3+ years of experience as a Customer Success Manager, Account Manager, or Technical Support Lead in B2B hardware, IoT, commercial security, surveillance, construction site technology, or B2B SaaS environments.
• Proven track record of managing customer onboarding, retention programs, enterprise accounts, and pilot trial programs.
• Strong analytical skills to interpret usage data, unit activity metrics, and account trends, enabling proactive health management and growth identification.
• Excellent communication, negotiation, and interpersonal skills, with the ability to resolve complex escalations and build long‑term relationships with site managers and executives.
• Exceptional organizational and time‑management abilities, thriving in a fast‑paced, target‑driven environment while managing multiple accounts simultaneously.
• Proactive, solution‑oriented mindset with practical problem‑solving skills.
• Proficiency with CRM platforms (such as brighthush or brighthush) and customer success tools (such as brighthush or brighthush).

Preferred Qualifications

• Experience in the outdoor technology or environmental monitoring sectors.
• Knowledge of cellular and satellite connectivity solutions.
• Familiarity with data analytics platforms and reporting tools.
• Background in project management or process improvement methodologies.
• Fluency in additional languages is a plus.

Skills & Competencies

• Customer‑centric mindset with a passion for delivering exceptional service.
• Technical aptitude to troubleshoot hardware and software issues.
• Strategic thinking to identify upsell and cross‑sell opportunities.
• Strong analytical and data‑driven decision‑making.
• Excellent written and verbal communication skills.
• Adaptability and resilience in a fast‑moving, high‑growth environment.
• Collaboration and teamwork across multiple functional departments.

Career Growth & Learning Opportunities

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

• Clear career pathways from Customer Success Manager to Director of Customer Success or Head of Enterprise Solutions.
• Mentorship programs with senior leaders and cross‑functional experts.
• Access to industry conferences, workshops, and training courses.
• Internal knowledge‑sharing sessions and hackathons to foster continuous learning.
• Opportunities to contribute to product roadmaps and influence the next generation of outdoor tech.

Work Environment & Culture

Our culture is defined by:

• Remote‑first flexibility with a focus on results, not hours.
• Collaborative, flat‑hierarchy teams that value diverse perspectives.
• Regular outdoor team events, including guided hikes, camping trips, and community service projects.
• Employee‑owned “Adventure Fund” that supports personal outdoor pursuits.
• Transparent communication channels and an open‑door policy.

Compensation & Benefits

While specific figures vary by experience and location, we offer a competitive base salary, performance‑based bonuses, and a comprehensive benefits package that includes:

• Health, dental, and vision coverage.
• Life insurance and disability protection.
• 401(k) plan with company match.
• Generous paid time off, including parental, military, and “Adventure” leave.
• Employee discounts on brighthush gear and partner outdoor equipment.
• Professional development stipend and tuition reimbursement.
• Wellness programs, including mental health resources and fitness subsidies.

Why Join brighthush?

When you join brighthush, you become part of a community that values:

• Innovation: We celebrate bold ideas that push the boundaries of outdoor technology.
• Adventure: We encourage you to explore the world, test our products, and bring fresh insights back to the office.
• Impact: Your work directly influences the safety, efficiency, and sustainability of outdoor operations worldwide.
• Growth: We invest in your professional development and provide clear pathways to leadership.
• Inclusivity: We foster a welcoming environment where every voice is heard and respected.

Application Process

Ready to take the next step in your career? Submit your resume and a brief cover letter outlining why you’re the ideal fit for the Senior Customer Success Manager role at brighthush. Our hiring team will review your application promptly and reach out to schedule an initial conversation.

Location & Eligibility

This is a fully remote position open to candidates across the United States. Please note that we are currently not accepting applications from candidates based in Alaska (AK), Connecticut (CT), Delaware (DE), Massachusetts (MA), New Mexico (NM), and South Dakota (SD).

Equal Opportunity Employer

brighthush is an equal opportunity employer. We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, or any other protected status. We are committed to creating an inclusive, diverse workplace and encourage applicants from all backgrounds to apply. If you require reasonable accommodations during the application process, please let us know, and we will gladly assist.