Senior Director of Customer Success – ISP & SaaS Platform – Driving Adoption, Retention, and Growth for a Global Smart Home Technology Leader

About brighthush

At brighthush, we’re redefining what it means to connect people, devices, and services in the modern world. Our mission is simple yet ambitious: make every moment smarter, safer, and more enjoyable. We’ve engineered the world’s first open, hardware‑independent, cloud‑controlled experience platform that empowers Internet Service Providers (ISPs), small businesses, and enterprises to deliver next‑generation services at scale.

With a footprint that spans over 60 million locations worldwide and a portfolio of more than 3 billion devices, brighthush is at the forefront of the connected‑spaces revolution. Our platform leverages Wi‑Fi, advanced AI, and machine learning to create seamless, data‑driven experiences that transform ordinary environments into intelligent ecosystems. From the home to the office, from the street to the city, we’re building the infrastructure that powers tomorrow’s digital world.

We’ve grown rapidly, securing Series F funding in just four years, and we’re now expanding our reach into new markets and verticals. Our customers include some of the world’s largest ISPs—such as Charter, Liberty Global, and J:COM—who rely on brighthush to evolve their service offerings, unlock new revenue streams, and gain deep insights from their own data.

At brighthush, we celebrate curiosity, creativity, and a relentless drive to innovate. We challenge conventional thinking, take bold action, and only deliver solutions that we can execute exceptionally well. This culture has attracted a world‑class team of builders, thinkers, and doers who are constantly reinventing what’s possible.

Role Overview

The Senior Director of Customer Success is a strategic, high‑impact leadership role that sits at the intersection of customer advocacy, product excellence, and revenue growth. In this post‑sales, non‑quota‑carrying position, you will own a portfolio of high‑value ISP customers and drive adoption, value realization, retention, and expansion. You will partner closely with Sales, Product, Engineering, and Marketing to ensure that every customer interaction delivers measurable business outcomes.

Key Responsibilities

Own Customer Outcomes Across a Strategic Portfolio

• Manage a curated set of strategic ISP accounts, each with significant revenue potential and long‑term growth prospects.
• Lead the full customer lifecycle—from onboarding and implementation to adoption, renewal, and expansion—ensuring a seamless, value‑driven journey.
• Develop deep expertise in each customer’s business model, go‑to‑market strategy, and success metrics, translating technical capabilities into tangible ROI.
• Conduct Executive Business Reviews (EBRs) that focus on outcomes, ROI, and forward strategy, positioning brighthush as a trusted advisor.
• Identify and mitigate churn risk proactively, driving retention through data‑backed insights and tailored action plans.
• Collaborate with Sales to uncover cross‑sell and upsell opportunities, ensuring a seamless handoff and a unified customer experience.

Scale and Improve the Customer Success Function

• Shape the evolution of brighthush’s Customer Success methodology, establishing best practices, playbooks, and tooling that scale across the organization.
• Analyze account trends to surface repeatable insights, informing product enhancements, go‑to‑market strategies, and customer engagement models.
• Champion a culture of continuous improvement, data‑driven decision making, and customer‑centric thinking across all teams.

Drive Cross‑Functional Alignment & Advocacy

• Partner with Product, Engineering, Sales, and Marketing to align on customer outcomes, ensuring that product roadmaps reflect real‑world needs.
• Advocate for customers internally, translating their feedback into actionable product and service improvements.
• Lead customer advocacy initiatives—case studies, reference programs, and success stories—that amplify the value of brighthush’s platform.
• Engage senior leadership on strategic accounts, escalations, and performance metrics, providing clear, data‑rich updates.

Essential Qualifications

• 10+ years of experience in a dedicated Customer Success function, managing strategic or enterprise accounts.
• Proven track record across all core Customer Success functions: onboarding, adoption, value realization, health management, and renewals.
• Deep knowledge of the ISP industry, including go‑to‑market models, network operations, service delivery, support models, wireless technologies, and emerging AI applications.
• Strong commercial acumen—able to balance customer value with business outcomes and articulate ROI.
• Executive‑level stakeholder management skills, with a history of building trust and influence at the C‑suite level.
• Experience collaborating cross‑functionally with Sales, Product, and Engineering teams.
• Analytical mindset and data‑driven approach to customer outcomes.
• Excellent communication, presentation, and storytelling skills.
• Bachelor’s degree (or equivalent experience).

Preferred Qualifications

• Experience in a SaaS or technology company that serves ISPs or similar large‑scale service providers.
• Background in AI/ML or data analytics, with the ability to translate complex technical concepts into business value.
• Leadership experience in building or scaling Customer Success teams.
• Familiarity with open‑source frameworks such as OpenSync or similar silicon‑to‑cloud platforms.

Skills & Competencies

• Strategic thinking and long‑term vision for customer success.
• Customer‑centric mindset with a passion for delivering measurable outcomes.
• Strong analytical and problem‑solving skills.
• Excellent interpersonal and communication abilities.
• Adaptability and resilience in a fast‑paced, high‑growth environment.
• Leadership and mentorship capabilities.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is as dynamic as the technology we build. As Senior Director of Customer Success, you will:

• Lead a high‑visibility function that directly impacts revenue, customer satisfaction, and product direction.
• Mentor and develop a team of Customer Success Managers, fostering a culture of excellence and continuous learning.
• Collaborate with senior leaders across the organization, gaining exposure to strategy, product, and operations.
• Participate in industry conferences, workshops, and training programs to stay at the forefront of customer success best practices.
• Advance to executive roles such as Vice President of Customer Success or Chief Customer Officer, shaping the future of brighthush and the broader connected‑spaces ecosystem.

Work Environment & Culture

We’re a remote‑first organization that values flexibility, autonomy, and work‑life balance. Our culture is built on:

• Collaboration across distributed teams, with regular virtual town halls, cross‑functional workshops, and informal coffee chats.
• A commitment to diversity, equity, and inclusion—ensuring that every voice is heard and every perspective is valued.
• Continuous learning, with access to internal knowledge bases, external courses, and mentorship programs.
• A focus on health and well‑being, offering comprehensive wellness resources and flexible schedules.

Compensation & Benefits

We offer a competitive total rewards package that reflects your expertise and the impact you’ll make at brighthush:

• Base salary: $160,000 + performance bonus.
• Equity: Stock options that align your success with the company’s growth.
• Benefits: 401(k) with company match, basic life insurance, and a comprehensive health, dental, and vision plan.
• Additional perks: Unlimited PTO, remote work stipend, professional development budget, and access to cutting‑edge tools and technologies.

How to Apply

Ready to join a trailblazing team that’s shaping the future of connected spaces? brighthush is looking for passionate, results‑driven leaders who thrive in a fast‑paced, innovative environment.

Submit your resume and a brief cover letter outlining why you’re the perfect fit for this role. We can’t wait to explore how you can help our customers—and our company—reach new heights.

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