Senior Customer Support Manager – Silent Sentinel Operations & Strategic Client Success Lead – brighthush

About brighthush and the Future of Safety Technology

At brighthush, we are redefining what it means to protect people, property, and critical infrastructure in an increasingly complex world. Our mission is simple yet ambitious: to deliver cutting‑edge surveillance and situational‑awareness solutions that empower first responders, defense forces, border agencies, aviation operators, and maritime fleets to stay one step ahead of emerging threats. By combining rugged, multi‑sensor hardware with advanced analytics, our Silent Sentinel line of products offers unparalleled precision target identification and all‑in‑one situational awareness—even in the most extreme environments.

We believe that technology alone is not enough. The heart of brighthush lies in our people—our engineers, our support teams, and our customers. We foster a culture of relentless curiosity, collaboration, and a deep commitment to service excellence. If you are passionate about making a tangible difference in global safety and security, brighthush offers the platform, the resources, and the community to help you thrive.

Why This Role Matters

As the Senior Customer Support Manager for Silent Sentinel Operations, you will be the linchpin that connects our customers, brighthush, and our trusted subcontractors. Your leadership will ensure flawless service delivery, SLA compliance, and continuous growth of our support portfolio. You will shape the customer experience from the moment a system is deployed to the end of its lifecycle, driving satisfaction, loyalty, and revenue growth.

Key Responsibilities

• Customer Relationship Champion – Serve as the single point of contact for all Silent Sentinel customers, building trust, managing expectations, and ensuring seamless service delivery that meets or exceeds SLA commitments.
• Program Transition Lead – Partner closely with brighthush Program Managers to orchestrate the hand‑off of Silent Sentinel systems from project implementation to warranty support and ongoing operations, guaranteeing a smooth transition for every customer.
• Service Contract Steward – Own the entire service contract lifecycle: scope definition, customer education on obligations, and meticulous management of deliverables to keep customers fully informed and satisfied.
• Customer Support Plan Architect – Collaborate with customers and field engineering teams to design, document, and maintain tailored Customer Support Plans (CSPs) that align with each customer’s unique operational needs.
• Vendor & Subcontractor Oversight – Lead the selection, onboarding, and performance monitoring of third‑party vendors, ensuring field deliverables and maintenance work meet scope and performance standards for Silent Sentinel hardware.
• Renewal & Upsell Strategist – Drive the service contract renewal process, manage hardware inventory updates, negotiate Statements of Work (SOW) modifications, and adjust third‑party pricing to maximize revenue while maintaining customer satisfaction.
• Quality & Issue Resolution Lead – Address customer concerns related to network or product quality, spearhead corrective actions to closure, and implement best practices that elevate overall service quality.
• Growth & Opportunity Analyst – Identify evolving customer needs, propose relevant upsell or cross‑sell opportunities, and collaborate with sales and product teams to expand the Silent Sentinel ecosystem.
• Data‑Driven Decision Maker – Collect, analyze, and report on key performance indicators (KPIs) such as ticket resolution time, SLA adherence, and customer satisfaction scores to inform continuous improvement initiatives.
• Cross‑Functional Collaborator – Work closely with engineering, product, finance, and marketing to provide customer insights that shape product enhancements, pricing strategies, and go‑to‑market plans.
• Mentor & Coach – Lead, train, and develop a high‑performing support team, fostering a culture of accountability, learning, and professional growth.

Essential Qualifications

• Minimum of 3 years of technical customer service or support experience, preferably within video surveillance, defense, or physical security domains.
• Deep understanding of brighthush’s Fixed Video portfolio, including product architecture, deployment scenarios, and support workflows.
• Strong financial acumen: ability to manage contract renewals, vendor pricing, and forecast service revenue accurately.
• Experience with Network Operations Center (NOC) and Customer Call Center procedures, ensuring effective escalation handling for mission‑critical platforms.
• Exceptional verbal and written communication skills, capable of translating complex technical requirements into clear, actionable plans for both customers and field teams.
• Proficiency with enterprise tools such as Oracle, Service Lifecycle Management platforms, Microsoft Office Suite, and Google Workspace.
• Willingness and ability to travel 25%–50% of the time, visiting customer sites, participating in field events, and attending training sessions.
• Strong analytical skills: ability to interpret data, identify trends, and recommend actionable improvements.
• Demonstrated ability to manage multiple priorities, stakeholders, and timelines in a fast‑paced environment.

Preferred Qualifications

• Prior experience managing large, multi‑site service contracts for defense or critical infrastructure customers.
• Knowledge of CJIS Security Policy and experience with stringent background checks for high‑security environments.
• Demonstrated success in driving service growth through upsell and cross‑sell initiatives.
• Experience with performance metrics, SLA reporting, and continuous improvement processes.
• Certifications in project management (PMP, PRINCE2), customer experience (CX), or relevant technical domains.

Skills & Competencies

• Customer‑first mindset with a passion for delivering exceptional service experiences.
• Strategic thinking combined with meticulous execution—balancing long‑term relationships with day‑to‑day operational excellence.
• Analytical mindset: ability to interpret data, identify trends, and recommend actionable improvements.
• Strong project management skills: juggling multiple priorities, stakeholders, and timelines.
• Adaptability and resilience in fast‑paced, high‑stakes environments.
• Collaborative spirit: working effectively across engineering, sales, finance, and vendor teams.
• Strong leadership presence: inspiring teams, driving accountability, and fostering a culture of continuous improvement.
• Proficiency in using data visualization tools (Tableau, Power BI) to communicate insights.

Career Growth & Learning Opportunities

At brighthush, we invest heavily in the professional development of our people. As a Senior Customer Support Manager, you will:

• Participate in leadership development programs that sharpen your strategic thinking and influence skills.
• Gain exposure to cross‑functional initiatives, including product roadmap discussions, sales enablement, and global support operations.
• Earn certifications in project management, customer experience, or technical domains relevant to surveillance and defense.
• Mentor junior support staff, shaping the next generation of brighthush leaders.
• Have the opportunity to transition into broader roles such as Program Manager, Solutions Architect, or Director of Customer Success.
• Attend industry conferences, workshops, and hackathons to stay ahead of emerging trends and technologies.
• Access to an internal learning platform with courses on leadership, technical skills, and industry best practices.

Work Environment & Culture at brighthush

brighthush thrives on a culture of innovation, integrity, and inclusivity. Our teams are empowered to challenge the status quo, collaborate across disciplines, and bring their authentic selves to work. You’ll find:

• A flat, transparent organizational structure that encourages open communication.
• Regular hackathons, knowledge‑sharing sessions, and cross‑team workshops.
• A commitment to work‑life balance, with flexible schedules and remote‑work options where appropriate.
• A vibrant community that celebrates diversity, equity, and belonging.
• Annual team retreats and community service days that reinforce our mission and values.
• Access to state‑of‑the‑art facilities, including a dedicated innovation lab and a customer experience center.

Compensation, Perks, and Benefits

We offer a competitive total rewards package designed to attract and retain top talent:

• Base salary range: $85,000 – $95,000 USD, commensurate with experience and qualifications.
• Performance‑based incentive bonus plans aligned with company and individual goals.
• Comprehensive medical, dental, and vision coverage for you and your family.
• 401(k) retirement plan with company match to help you build long‑term financial security.
• 10 paid holidays, generous paid time off, and paid parental & family leave.
• Employee Stock Purchase Plan (ESPP) to share in brighthush’s growth.
• Access to wellness programs, mental health resources, and continuous learning platforms.
• Travel allowances and expense reimbursement for on‑site visits.
• Annual professional development budget for conferences, certifications, and training.

Why Join brighthush?

When you join brighthush, you become part of a mission‑driven organization that is redefining safety and security worldwide. You’ll work with cutting‑edge technology, collaborate with passionate experts, and see the tangible impact of your work on people’s lives. If you are a proactive, customer‑focused leader who thrives in dynamic environments and wants to make a real difference, we want to hear from you.

How to Apply

Ready to take the next step in your career? Submit your application through our careers portal and let us explore how your expertise can help shape the future of safety technology at brighthush.