Senior Customer Support Manager – Video Surveillance & Defense Solutions – Remote & Travel Opportunities at brighthush

About brighthush

At brighthush, we believe that every innovation starts with people. As a global, close‑knit community, we unite around a relentless pursuit to help keep people safer everywhere. We design, build, and connect cutting‑edge technologies that protect people, property, and places. Our solutions foster the collaboration that is critical for safer communities, safer schools, safer hospitals, safer businesses, and ultimately, safer nations. Join a career that matters and help us build a safer future.

Role Overview

The Senior Customer Support Manager is a pivotal leadership role that drives operational excellence across the entire lifecycle of our video surveillance solutions. You will serve as the single point of contact for our customers, ensuring seamless service delivery, SLA compliance, and continuous value realization. Working closely with brighthush Program Managers, field engineering teams, and third‑party vendors, you will orchestrate the transition from project implementation to warranty support, manage service contracts, and champion customer success.

Key Responsibilities

• Customer Relationship Leadership: Act as the primary liaison between customers and brighthush, ensuring that all service expectations are met and exceeded.
• Service Transition Management: Partner with brighthush Program Managers to facilitate a smooth handover of systems from the implementation phase to ongoing support and warranty service.
• Contract & Scope Oversight: Define, document, and manage service contract scopes, ensuring customers understand their obligations and the deliverables associated with their solutions.
• Customer Support Plan Development: Collaborate with customers and field engineering teams to create, document, and maintain tailored Customer Support Plans (CSPs) that align with operational needs.
• Vendor & Subcontractor Management: Oversee third‑party vendors and subcontractors, ensuring field deliverables and maintenance work adhere to scope and performance standards.
• Renewal & Upsell Strategy: Lead the service contract renewal process, manage hardware inventory updates, modify Statements of Work (SOWs), and negotiate third‑party pricing changes.
• Quality & Issue Resolution: Address customer concerns regarding network or product quality, drive corrective actions to closure, and implement best practices to elevate service quality.
• Growth & Opportunity Identification: Analyze evolving customer needs and propose appropriate upsell or cross‑sell opportunities that enhance value and deepen relationships.

Essential Qualifications

• High School diploma, Associate’s, or Bachelor’s degree in Business, Communication, Management, Technology, or a related field.
• 3+ years of technical customer service or support experience, preferably managing video surveillance, defense, or physical security accounts.
• Fundamental financial acumen to manage contract renewals, third‑party vendor pricing, and service revenue forecasting.
• Working knowledge of Network Operations Center (NOC) and Customer Call Center procedures to effectively manage escalations for mission‑critical platforms.
• Exceptional verbal and written communication skills to articulate service deliverables and technical requirements to both customers and field engineering teams.
• Proficiency in enterprise tools, including Oracle, Services Lifecycle Management platforms, Microsoft Office Suite, Google Workspace, and related software.
• Ability to travel 25%–50% of the time, with a willingness to travel over 50% for certain assignments.
• Must be able to obtain a background clearance as required by government customers.
• Legal authorization to work in the U.S. indefinitely; sponsorship is not available.

Preferred Qualifications

• Experience managing complex, multi‑sensor, long‑range thermal and infrared camera systems.
• Deep understanding of brighthush’s Fixed Video portfolio and its application across defense, border, aviation, and maritime operations.
• Experience with CJIS Security Policy or similar high‑security environments.
• Track record of driving continuous improvement initiatives that reduce service incidents and increase customer satisfaction.
• Leadership experience in a fast‑paced, mission‑critical environment.

Skills & Competencies

• Strategic Thinking: Ability to anticipate customer needs and align solutions with long‑term business objectives.
• Analytical Acumen: Proficiency in interpreting data to drive decision‑making and performance improvement.
• Collaboration & Influence: Skilled at building consensus across cross‑functional teams and external partners.
• Problem‑Solving: Strong troubleshooting skills with a focus on root‑cause analysis and sustainable solutions.
• Customer‑Centric Mindset: Passion for delivering exceptional service and building lasting relationships.
• Adaptability: Comfortable navigating change and ambiguity in a dynamic, high‑stakes environment.

Career Growth & Learning Opportunities

At brighthush, we invest in your professional development. As a Senior Customer Support Manager, you will have access to:

• Leadership training programs that sharpen strategic, operational, and people‑management skills.
• Technical certifications in video surveillance, cybersecurity, and project management.
• Mentorship from senior leaders who have shaped the industry.
• Cross‑functional projects that expose you to new domains such as product development, sales, and engineering.
• Opportunities to Apply for this job