Senior Customer Success Representative – East Coast – SaaS & IoT Platform Specialist – Champion Customer Growth, Onboarding, and Retention at brighthush

About brighthush

brighthush is a trailblazer at the intersection of cloud‑based SaaS solutions and the Internet of Things (IoT). Our platform empowers enterprises—from construction sites and manufacturing plants to smart city infrastructure—to unify their operations on a single, intuitive, and secure digital layer. With a rapidly expanding customer base and a culture that thrives on curiosity, resilience, and collaboration, brighthush is redefining how businesses harness technology to drive efficiency, safety, and profitability.

Why brighthush?

At brighthush, every day is an opportunity to learn, iterate, and exceed expectations. Our team is built on five core values that shape everything we do:

• Quality‑Obsessed – We obsess over delivering flawless experiences, from code to customer interactions.
• Gritty – Challenges are stepping stones; we tackle them head‑on with determination.
• Continuous Learners – We invest in personal growth, encouraging curiosity and experimentation.
• Collaborative Problem Solvers – Cross‑functional teamwork is the engine of our success.
• Just Plain Awesome – We celebrate wins, support one another, and bring enthusiasm to every task.

As a Senior Customer Success Representative at brighthush, you will be the linchpin that connects our cutting‑edge platform to the real‑world needs of our customers. You’ll help them unlock the full potential of their assets, ensuring they achieve measurable business outcomes while fostering long‑term loyalty.

Key Responsibilities

In this role, you will:

• Deliver exceptional, proactive support across multiple inbound channels—phone, email, chat, and hotline—ensuring every interaction reflects brighthush’s commitment to excellence.
• Utilize remote teleconferencing tools such as brighthush Connect and brighthush Remote to guide customers through troubleshooting, onboarding, and advanced feature adoption.
• Act as the primary point of contact for all customer inquiries, providing swift, polite, and accurate responses.
• Employ active listening and probing questions to diagnose root causes, leveraging deep knowledge of the brighthush platform and its underlying processes.
• Document, track, and resolve support tickets in our ticketing system, escalating issues to Engineering, Product, QA, or Hardware teams when necessary.
• Own the end‑to‑end lifecycle of each support case, ensuring timely resolution and follow‑up to confirm customer satisfaction.
• Collaborate with cross‑functional teams to report bugs, suggest feature enhancements, and share customer feedback that drives product evolution.
• Onboard new customers and users, provisioning permissions, asset lists, and data integrations to guarantee a smooth start.
• Engage existing customers to drive renewal and upsell opportunities, reinforcing long‑term relationships.
• Participate in on‑call rotations and occasional Saturday coverage (once per month) to support our nationwide customer base.

Essential Qualifications

• Minimum 2+ years of experience in software customer support or technical assistance.
• Strong verbal and written communication skills, with the ability to translate technical concepts into clear, actionable guidance.
• Proficiency in Spanish (bilingual)—both written and spoken—to serve our diverse clientele.
• Experience with teleconferencing platforms (brighthush Connect, brighthush Remote, etc.) and remote support tools.
• Familiarity with operating systems such as Windows, macOS, and Linux, and the ability to troubleshoot across these environments.
• Self‑motivated, adaptable, and driven by a service‑oriented mindset; a “do‑what‑it‑takes” attitude is essential.
• Strong problem‑solving skills, with a process‑driven approach to diagnosing and resolving issues.
• Passion for working in a high‑growth, entrepreneurial environment, and a desire to set and exceed ambitious standards.

Preferred Qualifications

• Bachelor’s degree in a related field (preferred) or equivalent professional experience.
• Experience in the construction technology sector or with construction industry clients.
• Hands‑on familiarity with brighthush CRM and helpdesk platforms.
• Interest in software development processes, methodologies, and continuous integration/continuous deployment (CI/CD) pipelines.
• Prior exposure to IoT ecosystems and device management.

Skills & Competencies

• Customer‑Centric Mindset – Anticipate needs, exceed expectations, and build trust.
• Technical Aptitude – Quickly grasp new software features, APIs, and integration points.
• Analytical Thinking – Break down complex problems into actionable steps.
• Collaboration – Work seamlessly with Engineering, Product, QA, and Sales to deliver holistic solutions.
• Time Management – Prioritize tickets, manage workloads, and meet SLA targets.
• Communication – Articulate ideas clearly to both technical and non‑technical audiences.
• Adaptability – Thrive in a fast‑paced, evolving environment.

Career Growth & Learning Opportunities

At brighthush, your professional development is a top priority. You’ll have access to:

• Structured mentorship programs pairing you with senior engineers and product leads.
• Regular training sessions on new platform features, industry trends, and emerging technologies.
• Cross‑functional projects that expose you to product strategy, engineering roadmaps, and sales enablement.
• Clear career pathways from Customer Success Representative to Senior Support Engineer, Product Manager, or Customer Success Manager.
• Opportunities to contribute to open‑source initiatives and industry conferences.

Work Environment & Company Culture

brighthush offers a dynamic, inclusive, and flexible work environment:

• Fully remote, nationwide role with occasional travel (up to 20%) to customer sites.
• Collaborative culture that values diverse perspectives and encourages innovative thinking.
• Regular team‑building events, hackathons, and wellness initiatives.
• Transparent communication channels—weekly all‑hands meetings, open‑door leadership, and real‑time feedback loops.
• Commitment to work‑life balance, with flexible scheduling and a focus on outcomes rather than hours.

Compensation & Benefits

We offer a competitive compensation package that reflects your experience and the value you bring to brighthush:

• Base salary commensurate with market rates for senior customer success roles.
• Performance‑based bonuses tied to customer satisfaction metrics and renewal rates.
• Comprehensive health, dental, and vision plans starting on your first day.
• 401(k) plan with company match to help you secure your financial future.
• Dependent care assistance and flexible spending accounts.
• Generous paid time off, including vacation, sick leave, and holidays.
• Employee referral bonuses for bringing top talent into the brighthush family.
• Access to a robust learning stipend for courses, certifications, and conferences.

Equal Opportunity & Diversity Statement

brighthush is an equal‑opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We welcome candidates from all backgrounds, cultures, and walks of life to apply.

How to Apply

Ready to join a team that’s shaping the future of SaaS and IoT? Click the link below to submit your application and take the first step toward an exciting career at brighthush.