Senior Customer Success Manager – Enterprise SaaS & Telecom Solutions at brighthush

About brighthush

brighthush is a trailblazing technology partner that empowers businesses across the broadband, telecom, and high‑tech sectors to deliver world‑class digital experiences. With a portfolio of cloud‑native SaaS solutions, we help our clients accelerate growth, reduce churn, and unlock new revenue streams. Our culture is built on curiosity, collaboration, and a relentless focus on customer success. As a fully remote organization, we bring together diverse talent from across the United States, fostering an environment where every voice is heard and every idea has the potential to shape the future of connectivity.

Why Join brighthush?

At brighthush, you’ll be part of a high‑velocity team that turns complex challenges into elegant solutions. We invest in your professional development through mentorship, industry certifications, and access to cutting‑edge tools. Our remote-first model gives you the flexibility to work from anywhere while staying connected to a vibrant community of innovators. If you thrive on building lasting relationships, driving measurable impact, and shaping the customer journey, brighthush is the place for you.

Key Responsibilities

• Customer Advocacy & Retention: Own the end‑to‑end customer experience from onboarding through renewal, ensuring satisfaction and loyalty.
• Strategic Account Management: Develop and execute account plans that align with each client’s business objectives, identifying upsell and cross‑sell opportunities.
• Relationship Building: Serve as the primary point of contact for key stakeholders, cultivating trust and becoming a trusted advisor.
• Performance Metrics: Track and report on NPS, CSAT, churn, renewal rates, and other KPIs to drive continuous improvement.
• Cross‑Functional Collaboration: Partner with Sales, Product, Engineering, and Support to resolve technical and commercial challenges swiftly.
• Customer Education: Co‑create training materials, webinars, and knowledge base articles that empower users to maximize product value.
• Quarterly Business Reviews (QBRs): Lead QBRs that highlight ROI, uncover growth opportunities, and reinforce strategic alignment.
• Contract & Pricing Management: Prepare quotes, negotiate terms, and manage contract renewals to secure revenue and maintain profitability.
• Process Improvement: Identify gaps in the customer journey and propose enhancements to streamline workflows and elevate service quality.
• Travel & On‑Site Support: Travel up to 15% of the time to meet clients in person, attend industry events, and support critical deployments.

Essential Qualifications

• Minimum 5 years of proven experience in Customer Success, Account Management, or a related role within the high‑tech, broadband, or telecom industry.
• Demonstrated success in managing multi‑system operator (MSO) accounts and driving revenue growth through upsell and cross‑sell initiatives.
• Strong communication skills, with the ability to articulate complex technical concepts to both technical and non‑technical audiences.
• Proficiency with CRM platforms (e.g., Salesforce), customer success tools (e.g., Gainsight), and collaboration suites (e.g., Slack, Teams, Zoom).
• Experience in setting and achieving retention goals, managing SLAs, and reporting on KPI dashboards.
• Self‑motivated, highly organized, and accountable for delivering results in a fast‑paced, remote environment.
• Bachelor’s degree in Business, Communications, Marketing, or a related field (preferred).

Preferred Qualifications

• Advanced certifications in Customer Success (CSM, CSPO) or related disciplines.
• Experience with SaaS product lifecycles, from onboarding to expansion.
• Background in data analysis and proficiency with Excel, Tableau, or Power BI.
• Prior exposure to the telecom regulatory landscape and compliance requirements.
• Fluency in additional languages (e.g., Spanish, Mandarin) is a plus.

Skills & Competencies

• Strategic Thinking & Business Acumen
• Customer‑Centric Mindset
• Problem‑Solving & Analytical Skills
• Project Management & Prioritization
• Negotiation & Influencing
• Adaptability & Resilience
• Team Collaboration & Cross‑Functional Leadership
• Data‑Driven Decision Making

Career Growth & Learning Opportunities

At brighthush, your career trajectory is designed to evolve with your ambitions. Starting as a Customer Success Manager, you can progress to Senior CSM, Lead CSM, and eventually Customer Success Director or VP of Customer Success. We provide:

• Mentorship programs with senior leaders.
• Access to industry conferences, webinars, and workshops.
• Internal learning paths covering product expertise, sales techniques, and leadership skills.
• Opportunities to contribute to product roadmaps and influence the next generation of solutions.

Work Environment & Culture

brighthush thrives on a culture of transparency, innovation, and inclusivity. Our remote-first model means you can work from anywhere in the U.S., provided you’re in the Eastern or Central time zone. We celebrate diversity through:

• Inclusive hiring practices and equal opportunity policies.
• Employee Resource Groups that support underrepresented communities.
• Regular virtual town halls and team‑building events.
• Flexible work hours to accommodate different life stages and responsibilities.

Compensation & Benefits

Competitive base salary ranging from $90,000 to $100,000 annually, commensurate with experience and market conditions. In addition to base pay, you’ll receive:

• Performance‑based bonuses tied to individual and company metrics.
• Equity options to share in brighthush’s growth.
• Comprehensive health, dental, and vision insurance.
• 401(k) plan with company match.
• Unlimited paid time off and a generous parental leave policy.
• Remote work stipend covering home office setup and internet.
• Professional development budget for courses, certifications, and conferences.

Diversity, Equity & Inclusion Statement

brighthush is committed to building a workforce that reflects the communities we serve. We welcome applicants of all backgrounds and identities, and we provide reasonable accommodations for qualified individuals with disabilities throughout the hiring process. All qualified applicants will receive consideration for employment regardless of gender, race, color, national origin, ancestry, citizenship, religion, age, disability, veteran status, or any other characteristic protected by law.

How to Apply

If you’re ready to elevate customer success to new heights and join a forward‑thinking team, we’d love to hear from you. Submit your application through our career portal or contact our HR team at [email protected]. Let’s build the future of connectivity together.