Senior Customer Success & Retention Strategist – Global Adoption Champion, Expansion Leader, and Long‑Term Value Architect for AI‑Powered Edge IoT Solutions in Critical Infrastructure at brighthush

About brighthush

brighthush is a pioneering force in the edge‑AI and IoT arena, turning raw sensor data into real‑time, actionable intelligence that safeguards the world’s most vital infrastructure. By marrying advanced artificial intelligence with resilient, wireless connectivity, we empower water districts, oil and gas pipelines, municipal utilities, and other essential services to operate with unprecedented reliability—even in the most remote and challenging environments.

Our mission is simple yet transformative: turn data into action, anywhere. We do this by delivering seamless, wireless connectivity, real‑time analytics, and AI‑enhanced video monitoring that keep operations running smoothly, no matter where you are. With brighthush, you gain greater visibility, control, and peace of mind without adding complexity.

Why brighthush is the Place to Accelerate Your Career

At brighthush, you’ll join a forward‑thinking team that is at the forefront of the IoT and AI revolution. We value curiosity, collaboration, and a relentless focus on customer success. Our culture encourages continuous learning, cross‑functional teamwork, and a healthy work‑life balance. If you thrive in a fast‑paced, mission‑driven environment and want to make a tangible impact on the world’s most critical infrastructure, brighthush is the place for you.

Role Overview

The Senior Customer Success & Retention Strategist is the primary advocate for our customers throughout their journey with brighthush. You will build trusted relationships, drive adoption of our solutions, and ensure customers realize measurable value from our AI‑powered edge analytics. Your work will directly influence customer satisfaction, renewal rates, and expansion opportunities, while collaborating closely with Sales, Support, Product, and Operations to deliver an exceptional customer experience.

Key Responsibilities

• Customer Relationship Stewardship – Own the end‑to‑end relationship for a portfolio of high‑value accounts. Maintain regular communication, document goals, and develop customized success plans that align with each customer’s strategic objectives.
• Retention & Cancellation Management – Process cancellation requests with empathy and efficiency. Acknowledge receipt, investigate root causes, identify retention opportunities, and coordinate internal resolution. Log outcomes, calculate early termination fees, and manage returned equipment logistics.
• Trusted Advisor Engagement – Build deep, consultative relationships with key stakeholders. Guide customers through feature adoption, workflow optimization, and integration of brighthush solutions into their operational fabric.
• Strategic Consultation – Understand each customer’s business goals, define success criteria, and translate brighthush capabilities into measurable value. Provide data‑driven insights that help customers achieve their objectives.
• Regular Check‑Ins & Quarterly Business Reviews (QBRs) – Conduct scheduled reviews to assess progress, surface risks, celebrate wins, and refine action plans. Use QBRs as a platform to showcase ROI and identify growth opportunities.
• Health Monitoring & Proactive Interventions – Track customer health metrics (usage, satisfaction, renewal readiness). Identify early warning signs of churn and coordinate cross‑functional initiatives to improve adoption and satisfaction.
• Internal Advocacy – Serve as the voice of the customer within brighthush. Partner with Sales, Support, Product, and Operations to resolve issues, influence roadmap decisions, and enhance the overall customer experience.
• Growth & Expansion Champion – Identify upsell, cross‑sell, and expansion opportunities. Collaborate with Sales to craft tailored proposals and support revenue‑generating conversations.
• Renewal Readiness Management – Track renewal dates, assess risk, monitor sentiment, and execute follow‑up activities to ensure a smooth renewal cycle.
• Data‑Driven Reporting – Compile and present insights on adoption trends, health scores, and expansion potential to senior leadership, ensuring data informs strategic decisions.
• Process Improvement – Continuously refine customer success workflows, documentation, and tools to increase efficiency and scalability.

Essential Qualifications

• Proven experience in Customer Success, Account Management, Business Development, or a related customer‑facing role.
• Exceptional communication and relationship‑building skills, with the ability to influence stakeholders at all levels.
• Strong organizational abilities and meticulous follow‑through on commitments.
• Proficiency with CRM systems, customer success platforms, Microsoft Office, and reporting tools.
• Data‑driven mindset: adept at interpreting customer health metrics, adoption data, and risk indicators to inform strategy.
• Experience managing high‑value enterprise accounts and navigating complex stakeholder ecosystems.
• Strong analytical and problem‑solving skills, with a track record of turning insights into actionable plans.

Preferred Qualifications

• Hands‑on experience with leading CRM and customer success platforms.
• Bachelor’s degree in Business Administration, Marketing, Engineering, or a related field (or equivalent professional experience).
• Background in SaaS, SCaaS, IoT, smart city, connectivity, or technology environments—wireless experience is a plus.
• Prior sales experience or a demonstrated ability to drive revenue growth.
• Experience working in a fast‑paced, high‑growth technology company.

Key Skills & Competencies

• Customer‑Centric Mindset – Passion for delivering value and building long‑term partnerships.
• Analytical Thinking – Ability to translate complex data into actionable insights.
• Problem‑Solving – Creative approach to overcoming obstacles and resolving customer issues.
• Collaboration – Comfortable working across departments to achieve shared goals.
• Adaptability – Thrive in a dynamic environment with evolving customer needs and product offerings.
• Time Management – Efficiently juggle multiple accounts, priorities, and deadlines.
• Strategic Vision – Ability to see the big picture and align customer success initiatives with business objectives.
• Communication Excellence – Clear, concise, and persuasive communication in both written and verbal formats.

Career Growth & Learning Opportunities

At brighthush, we believe in investing in our people. As a Senior Customer Success Manager, you will:

• Progress to leadership roles such as Customer Success Director or VP of Customer Experience.
• Lead cross‑functional initiatives that shape product strategy and go‑to‑market plans.
• Participate in industry conferences, workshops, and training programs to stay ahead of emerging trends.
• Mentor junior team members, fostering a culture of knowledge sharing and continuous improvement.
• Own and evolve the customer success framework, influencing the future of how we serve our clients.
• Gain exposure to executive leadership and contribute to strategic decision‑making.

Work Environment & Culture

Our team is distributed across North America, with a flexible work model that supports remote and hybrid arrangements. We value:

• Innovation – Encouraging experimentation and rapid iteration.
• Transparency – Open communication channels and data‑driven decision making.
• Diversity & Inclusion – A welcoming environment where every voice is heard.
• Work‑Life Balance – Reasonable hours, flexible scheduling, and a focus on employee well‑being.
• Continuous Learning – Access to learning resources, certifications, and internal knowledge bases.
• Community Impact – Opportunities to contribute to projects that protect critical infrastructure and improve public safety.

Compensation & Benefits

While specific figures vary by role and location, brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with experience and market benchmarks.
• Performance‑based bonuses tied to customer satisfaction, renewal rates, and expansion metrics.
• Equity options to share in the company’s long‑term success.
• Comprehensive health, dental, and vision insurance.
• 401(k) plan with company match.
• Generous paid time off, including vacation, sick leave, and holidays.
• Professional development budget and tuition reimbursement.
• Wellness programs, gym memberships, and mental health resources.
• Flexible work arrangements and a supportive remote‑first culture.

Equal Employment Opportunity

brighthush is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All employment decisions are based on business needs, job requirements, and individual qualifications. Reasonable accommodations are available to enable qualified individuals with disabilities to perform essential functions of the role.

Ready to Make an Impact?

If you are a customer‑first professional with a passion for technology, data, and building lasting relationships, we want to hear from you. Join brighthush and help us empower organizations worldwide to transform data into decisive action. Apply today and become part of a team that is shaping the future of IoT and AI.