Senior Customer Success Manager – Voice, Telecom & CPaaS Solutions – Strategic Account Leadership at brighthush

About brighthush

brighthush is a trailblazing global provider of customer communications cloud solutions that empower businesses to connect with their audiences through mobile messaging, voice, and email. With a relentless focus on innovation, reliability, and customer success, brighthush has become the go‑to platform for enterprises seeking to deliver seamless, omnichannel experiences. Our mission is simple: help our partners transform the way they engage, support, and delight their customers.

Operating in a fast‑moving industry that blends telecommunications, cloud computing, and data analytics, brighthush is at the forefront of the CPaaS (Communications Platform as a Service) revolution. We partner with Fortune 500 companies, dynamic startups, and everything in between, providing them with the tools to build, scale, and optimize their customer communication strategies.

At brighthush, we believe that our people are our greatest asset. We foster a culture of collaboration, continuous learning, and empowerment, where every team member is encouraged to innovate, challenge the status quo, and deliver world‑class service to our clients.

Role Overview

As a Senior Customer Success Manager at brighthush, you will be the trusted advisor for our most strategic accounts in the voice, telecom, and CPaaS space. You will own the end‑to‑end customer journey, ensuring that our clients achieve their business objectives through our robust, API‑driven communication platform. Your deep technical knowledge of SIP trunking, APIs, and cloud telephony, combined with exceptional communication and negotiation skills, will enable you to drive renewals, upsells, and long‑term partnership success.

Key attributes for this role include a proven track record of managing high‑value accounts, a passion for technology, and a willingness to travel to client sites as needed. You will collaborate closely with sales, engineering, product, and support teams to deliver tailored solutions that meet each client’s unique needs.

Key Responsibilities

• Strategic Account Leadership: Own a portfolio of high‑profile accounts, serving as the primary point of contact and trusted advisor for all business and technical matters.
• Renewal & Upsell Management: Drive renewal negotiations, identify expansion opportunities, and secure multi‑year contracts that align with client goals and brighthush’s revenue targets.
• Cross‑Functional Coordination: Partner with Sales, Product, Engineering, and Support to orchestrate seamless onboarding, implementation, and ongoing optimization of our voice and CPaaS solutions.
• Customer Advocacy: Champion the client’s voice within brighthush, translating their feedback into product enhancements and process improvements.
• Performance Analytics: Monitor key metrics (NPS, churn, usage, SLA adherence), generate insights, and present actionable recommendations to stakeholders.
• Technical Enablement: Conduct workshops, demos, and training sessions on SIP trunking, API integrations, and best practices for voice and messaging.
• Travel & On‑Site Engagement: Travel to client sites across the United States (and occasionally internationally) to build relationships, conduct executive briefings, and support critical deployments.
• Thought Leadership: Represent brighthush at industry events, webinars, and conferences, positioning the brand as a leader in communications cloud.

Essential Qualifications

• Minimum 8 years of progressive experience in customer success, account management, or related roles within the voice, telecom, or CPaaS industry.
• Bachelor’s degree in Business, Engineering, Computer Science, or a related field (or 6 years of experience with a master’s degree).
• Deep technical knowledge of SIP trunking, VoIP protocols, and RESTful API integration.
• Proven success in managing strategic accounts, driving renewals, and achieving upsell targets.
• Exceptional communication, negotiation, and presentation skills, with the ability to influence at all levels.
• Strong analytical mindset, comfortable working with data to drive decisions and improve customer outcomes.
• Willingness to travel up to 25% of the time to client locations and industry events.
• Fluency in English; additional languages are a plus.

Preferred Qualifications

• Experience with cloud telephony platforms, messaging APIs, and multi‑channel communication solutions.
• Background in a SaaS or technology company with a focus on customer success and growth.
• Knowledge of regulatory compliance in telecommunications (e.g., FCC, GDPR, CCPA).
• Certifications in project management (PMP, Scrum) or technical domains (Cisco, Avaya).
• Track record of leading cross‑functional initiatives that resulted in measurable business impact.

Skills & Competencies

• Strategic Thinking & Business Acumen
• Technical Fluency (SIP, VoIP, APIs, Cloud)
• Relationship Building & Stakeholder Management
• Data‑Driven Decision Making
• Problem Solving & Conflict Resolution
• Project Management & Execution
• Adaptability & Resilience in a fast‑paced environment
• Passion for Customer Success and Continuous Improvement

Career Growth & Learning Opportunities

At brighthush, your career trajectory is designed to be dynamic and rewarding. As a Senior Customer Success Manager, you will:

• Progress to Director of Customer Success or VP of Customer Experience, overseeing a global team.
• Lead strategic initiatives that shape the future of our product roadmap.
• Participate in leadership development programs, mentorship, and executive coaching.
• Access to cutting‑edge training on emerging technologies, such as AI‑driven communication analytics and 5G integration.
• Opportunity to publish whitepapers, speak at conferences, and contribute to industry thought leadership.

Work Environment & Culture

brighthush thrives on a culture of collaboration, transparency, and innovation. Our remote‑first model empowers you to work from anywhere in the United States while staying connected through:

• Weekly virtual town halls and cross‑team syncs.
• Monthly hackathons and innovation challenges.
• Access to a digital learning platform with courses on technology, leadership, and soft skills.
• Inclusive hiring practices that celebrate diversity and foster belonging.
• Regular team‑building retreats and virtual social events.

Compensation & Benefits

We offer a competitive total rewards package that reflects your expertise and the value you bring to brighthush:

• Base Salary: USD 124,000 – 155,000 per year, commensurate with experience.
• Performance Bonus: Up to 20% of base salary based on individual and company performance.
• Equity: Eligible for stock options as part of the long‑term incentive plan.
• Health & Wellness: Comprehensive medical, dental, and vision coverage, including mental health resources.
• Retirement: 401(k) plan with company match.
• Paid Time Off: Generous PTO, sick leave, and a flexible holiday schedule.
• Parental Leave: Generous paid parental leave for new parents.
• Professional Development: Annual budget for conferences, certifications, and courses.
• Remote Work Stipend: Home office setup allowance and monthly internet stipend.
• Employee Assistance Program: 24/7 counseling and support services.

Why Join brighthush?

When you join brighthush, you become part of a forward‑thinking team that is reshaping the future of customer communications. You will:

• Work with cutting‑edge technology that powers millions of conversations worldwide.
• Collaborate with passionate, high‑performing professionals who are dedicated to customer success.
• Have the autonomy to influence product direction and drive tangible business outcomes.
• Enjoy a flexible, remote‑first work environment that supports work‑life balance.
• Benefit from a culture that values learning, innovation, and personal growth.

How to Apply

Ready to take the next step in your career and help our clients succeed on a global scale? Click the link below to submit your application and join the brighthush family.