Senior Customer Success Manager – Enterprise Strategy & AI‑Powered Infrastructure Solutions Lead – Championing Public‑Sector Transformation, Digital Resilience, and Sustainable Urban Growth at brighthush

About brighthush

brighthush is a trailblazing technology company that is redefining how cities, counties, and municipalities manage the invisible lifelines that keep communities moving. Our Infrastructure Intelligence Platform marries cutting‑edge sensor networks, cloud‑native analytics, and generative AI to create a living, breathing data ecosystem that turns raw infrastructure metrics into actionable insights. By predicting failures before they happen and allocating resources with surgical precision, we help public‑sector partners reduce maintenance costs, improve safety, and keep commuters moving smoothly.

With a portfolio that already spans more than 500 U.S. cities, brighthush is at the forefront of the smart‑city revolution. We are a fast‑moving, Boston‑based team that blends hardware, software, and AI to solve real‑world problems. If you believe that technology’s highest calling is public good, we invite you to join us in building the next generation of infrastructure intelligence.

Why Join brighthush?

• Hard Tech, Real Streets – You’ll build end‑to‑end solutions that literally show up on the streets.
• Ownership That Compounds – Own outcomes, not tasks. Your impact will be visible and measurable from day one.
• Intense, Yet Caring – We’re building a category, so we work hard, learn fast, and celebrate together.
• Inclusive Culture – We hire from all communities and value diverse backgrounds, paths, and perspectives.
• Impactful Work – Every decision you make translates into safer roads, more efficient budgets, and happier citizens.
• Growth‑First Mindset – We invest heavily in learning, mentorship, and career progression.

Role Overview

As a Senior Customer Success Manager at brighthush, you will be the trusted advisor for our most complex strategic accounts. From onboarding through renewal, you’ll own the full customer lifecycle, ensuring that each client achieves measurable outcomes with our platform. You will not only follow playbooks—you will help write them.

This role is based in Somerville, MA, or remote from San Francisco, CA. You’ll work closely with cross‑functional teams—Product, Marketing, Data Ops—to deliver value, drive adoption, and uncover expansion opportunities.

Key Responsibilities

• Own a portfolio of enterprise and strategic accounts, serving as the primary point of contact for onboarding, adoption, expansion, and renewal.
• Collaborate with key stakeholders to define success metrics, track progress, and demonstrate the impact of brighthush against their goals.
• Lead the entire renewal process: early forecasting, multi‑stakeholder alignment, negotiation, and close.
• Drive expansion across your book by identifying upsell and cross‑sell opportunities.
• Deliver hands‑on training, strategic business reviews (QBRs), and in‑person engagements that deepen relationships and foster advocacy.
• Build and refine CS processes and playbooks, partnering with Product, Marketing, and Data Ops on discovery, case studies, and customer events.
• Use data analytics to spot trends, measure impact, and uncover expansion opportunities.
• Travel for customer meetings (~25%) to build trust and ensure on‑site success.
• Act as a bridge between customers and internal teams, translating field insights into product enhancements and roadmap priorities.
• Champion a culture of continuous improvement by sharing lessons learned, best practices, and success stories across the organization.

Essential Qualifications

• 5+ years of Customer Success experience, including ownership of complex enterprise or strategic customer relationships.
• Proven ownership of the full renewal process—forecasting, negotiation, and close.
• Experience building CS processes and playbooks in an early‑stage or scaling environment.
• Track record of leading strategic customer moments: onboarding, QBRs, and renewal cycles.
• Strong analytical mindset—data‑driven decision making and trend spotting.
• AI‑first approach—leveraging AI tools to increase efficiency and maximize high‑impact customer time.
• Exceptional communication skills in writing, on calls, and in person.
• Willingness to travel for customer meetings (~25%).
• Experience working with public‑sector organizations, especially local governments or municipalities.
• Background in hardware or AI product management is a plus.

Preferred Qualifications

• Experience working with local governments, municipalities, or public‑sector organizations of varying sizes.
• Familiarity with infrastructure, field operations, or GIS‑adjacent technology.
• Background in hardware or AI product management.
• Knowledge of public‑sector procurement processes and budgeting cycles.
• Experience leading cross‑functional initiatives that drive company growth.

Skills & Competencies

• Strategic thinking and execution.
• Relationship building across multiple stakeholder levels.
• Negotiation and closing skills.
• Data analysis and reporting.
• Project management and prioritization.
• Adaptability in a fast‑moving startup environment.
• Passion for public good and infrastructure improvement.
• Proficiency with CRM, analytics, and collaboration tools (e.g., Salesforce, Tableau, Slack).
• Strong storytelling ability to translate data into compelling narratives.

Career Growth & Learning Opportunities

At brighthush, you’ll have the chance to:

• Lead the evolution of our Customer Success organization as we scale.
• Shape product strategy by providing frontline customer insights.
• Mentor junior CS team members and build a high‑performance culture.
• Participate in cross‑functional initiatives that drive company growth.
• Access a generous learning stipend to pursue courses, certifications, or conferences.
• Earn equity that grows with the company’s success.
• Be part of a community that celebrates wins, learns from failures, and continuously improves.
• Advance into leadership roles such as Director of Customer Success, VP of Customer Experience, or Head of Public‑Sector Partnerships.

Work Environment & Culture

We operate with a blend of remote flexibility and on‑site collaboration. While the role is remote from San Francisco, you’ll join us in Somerville for key moments—onboarding, kick‑offs, and milestones. Our culture is built on:

• Real – Authentic, transparent, and focused on solving real problems.
• All Out – Bold, driven, and committed to delivering results that matter.
• Accelerating – Continuous learning, growth, and intentional movement.
• Reliable – Consistent delivery at a high bar.
• Empowering – Lifting each other up and helping governments build infrastructure they can be proud of.

We celebrate successes with team events, learning sessions, and community outreach. We also value work‑life balance, offering generous PTO, paid parental leave, and a monthly bonus for living near our Boston office.

Compensation & Benefits

• Equity – Own a piece of what you help build.
• Health, Dental, Vision – Most premiums covered for you and your family.
• 401(k) with Match – Vested from day one.
• Generous PTO & Paid Parental Leave – Because stepping away is part of doing hard work well.
• Learning Stipend – Invest in your growth.
• Monthly Bonus – For living near our Boston office.
• Team Events – Time together in Boston with a team you’ll love working with.
• Flexible Work Arrangements – Hybrid or fully remote options based on location.
• Wellness Programs – Gym memberships, mental health resources, and wellness stipends.

How to Apply

If you’re excited by the prospect of building a category, driving real‑world impact, and working in a culture that values ownership, learning, and collaboration, we’d love to hear from you. Apply today and help us transform infrastructure for the better.

Apply to this job at brighthush

We build for every community, so we hire from all of them. The best people for this work come from different backgrounds, paths, and places, and many of them don’t check every box. If this role excites you, apply anyway. If you need an adjustment to our interview process, tell us and we’ll make it work.