Senior Customer Success Manager – Voice, Telecom & CPaaS Solutions – Strategic Account Leadership, Renewal & Upsell Champion – Drive Growth & Customer Loyalty at brighthush

Welcome to brighthush – Where Customer Communication Meets Innovation

At brighthush, we’re not just a cloud communications platform; we’re a catalyst for transformative customer experiences. Our mission is to empower businesses worldwide to connect, engage, and delight their audiences through a seamless blend of mobile messaging, voice, and email. By marrying cutting‑edge technology with a relentless focus on customer success, we help enterprises—from Fortune 500 giants to nimble startups—deliver omnichannel interactions that feel personal, reliable, and future‑ready.

Role Overview

As a Senior Customer Success Manager at brighthush, you will be the linchpin between our clients and the full breadth of our voice, telecom, and CPaaS solutions. You’ll own the entire customer journey, from initial onboarding to long‑term partnership, ensuring that each account not only meets but exceeds its business objectives. Your deep technical expertise in SIP trunking, APIs, and cloud telephony, coupled with exceptional communication and negotiation skills, will drive renewals, unlock upsell opportunities, and cement lasting relationships.

Why This Role Matters

In a market where customer expectations evolve at lightning speed, the ability to translate technology into tangible value is priceless. Your work will directly influence revenue growth, customer retention, and the strategic direction of our product roadmap. You’ll be the trusted advisor that clients turn to for guidance, insight, and advocacy—making you an indispensable part of their success story.

Key Responsibilities

• Strategic Account Leadership: Own a portfolio of high‑profile accounts, serving as the primary point of contact for all business and technical matters. Build deep, consultative relationships with C‑suite executives, technical leads, and operational stakeholders.
• Renewal & Upsell Management: Lead renewal negotiations, identify expansion opportunities, and secure multi‑year contracts that align with client goals and brighthush’s revenue targets. Use data‑driven insights to craft compelling business cases.
• 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 feedback into product enhancements and process improvements that elevate the overall customer experience.
• 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 (brighthush, brighthush).
• 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 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.