Senior Enterprise Connectivity & IoT Customer Success Manager – Driving Strategic Growth, Retention, and Innovation for U.S. Clients at brighthush
About brighthush
brighthush is a global trailblazer in enterprise connectivity, delivering cloud‑native, multi‑carrier data services that empower businesses to connect, monitor, and secure their devices at scale. With a presence in over 200 countries, our platform offers real‑time visibility into data usage, application performance, and security, enabling customers to reduce costs, enhance compliance, and unlock new revenue streams. Founded in the early 2010s, brighthush has evolved from a niche startup into a trusted partner for Fortune 500 companies, automotive OEMs, and IoT innovators. At brighthush, we believe that when our customers thrive, we all succeed.
Why Join brighthush?
At brighthush, you’ll be part of a high‑impact team that is shaping the future of connectivity. We foster a culture that celebrates innovation, diversity, and work‑life balance, backed by:
- Competitive compensation – a base salary that reflects market rates, coupled with performance‑based bonuses tied to customer success metrics.
- Comprehensive health benefits – medical, dental, and vision plans for you and your family.
- Generous paid time off and flexible work arrangements – fully remote work with flexible hours to support your personal and professional life.
- Professional development – a dedicated budget for courses, certifications, and industry conferences, plus mentorship programs.
- Recognition and growth – regular shout‑outs, awards, and clear pathways to senior leadership roles.
Position Overview
As a Senior Enterprise Connectivity & IoT Customer Success Manager, you will be the linchpin that ensures our strategic U.S. customers realize measurable business value from our connectivity solutions. You will act as a trusted advisor throughout the entire customer lifecycle—from deployment and onboarding through adoption, growth, and renewal—while collaborating closely with Sales, Product, Engineering, Customer Operations, and Support teams.
Day in the Life
Imagine a typical day where you start with a quick check of your customer health dashboard, identify a potential risk for a key account, and schedule a proactive call to address it. You then attend a cross‑functional sync with Product to discuss a feature enhancement requested by a top client, followed by a virtual workshop with the customer’s technical team to optimize their deployment. In the afternoon, you review quarterly business review slides, refine the success plan, and update Salesforce records. Your day ends with a brief reflection on the impact you’ve made and a plan for the next day.
Key Responsibilities
Customer Success Management
- Build and nurture trusted relationships with customer stakeholders and executive sponsors, becoming the go‑to partner for all connectivity needs.
- Develop and execute comprehensive Customer Success Plans that align with each client’s business objectives, KPIs, and growth roadmap.
- Drive customer adoption, retention, satisfaction, and long‑term growth through proactive engagement and value realization.
- Monitor customer health scores, usage trends, and business outcomes to identify opportunities and risks before they become issues.
- Lead mitigation plans for identified risks, ensuring swift resolution and minimal impact on the customer experience.
- Serve as the primary advocate for customers within brighthush, championing their needs across internal teams and influencing product direction.
Customer Lifecycle Management
- Coordinate end‑to‑end onboarding and deployment activities, ensuring a seamless transition from sales to operations.
- Guarantee successful implementation of brighthush products and services, tailoring solutions to each customer’s unique environment.
- Conduct regular cadence meetings—weekly touch‑points, monthly business reviews, and quarterly executive updates—to keep stakeholders informed and engaged.
- Lead Executive Business Reviews (EBRs) and strategic planning sessions, presenting insights, recommendations, and growth roadmaps.
- Track commitments, follow up on action items, and maintain accountability across cross‑functional teams.
Business Growth
- Partner with Sales to uncover expansion and cross‑sell opportunities within existing accounts.
- Support strategic account planning, aligning growth initiatives with customer priorities and market trends.
- Promote adoption of new products, platform capabilities, and advanced features that deliver additional value.
Operational Excellence
- Maintain accurate customer records and Salesforce account hygiene, ensuring data integrity and accessibility.
- Document customer architecture, stakeholder maps, and success plans for future reference and knowledge sharing.
- Monitor SIM usage, data consumption, and service trends to proactively manage capacity and performance.
- Coordinate operational requests with Customer Operations and Support, ensuring timely resolution of incidents and service events.
- Communicate transparently during incidents, providing status updates and post‑mortem insights.
Customer Site Visits
- Travel regularly across the United States to meet with customers, conduct on‑site EBRs, workshops, and deployment meetings.
- Strengthen executive relationships through face‑to‑face engagement, building deeper trust and partnership.
- Support strategic customer initiatives and key business milestones, ensuring alignment with corporate objectives.
Essential Qualifications
- 5+ years of experience in Customer Success, Account Management, Technical Account Management, Project Management, or related customer‑facing roles.
- Proven track record managing enterprise or B2B customers, ideally in connectivity, SaaS, or technology services.
- Exceptional communication, presentation, and relationship‑building skills, with the ability to influence at all organizational levels.
- Strong organizational, analytical, and project management abilities, with a data‑driven approach to decision making.
- Hands‑on experience with Salesforce or similar CRM platforms, including data hygiene and reporting.
- Fluent in English (spoken and written) with a professional tone and clarity.
- Willingness to travel up to 30% of the time for customer meetings, EBRs, deployments, and site visits.
Preferred Qualifications
- Experience in IoT Connectivity, Telecommunications, Enterprise Mobility, SaaS, or Automotive Connectivity sectors.
- Background managing strategic or global enterprise customers, with a deep understanding of complex, multi‑stakeholder environments.
- Knowledge of APIs, eSIM technologies, or connectivity platforms that enhance customer experience.
- Certifications in Customer Success (CSM), Project Management (PMP, Prince2), or related disciplines.
Skills & Competencies
- Customer‑centric mindset with a passion for delivering tangible business outcomes.
- Strategic thinking and the ability to translate customer needs into actionable plans.
- Excellent problem‑solving skills, with a proactive approach to identifying and mitigating risks.
- Strong analytical skills, comfortable working with data dashboards, usage reports, and performance metrics.
- Effective collaboration across cross‑functional teams, fostering a culture of shared ownership.
- Adaptability and resilience in a fast‑paced, evolving industry.
Career Growth & Learning Opportunities
At brighthush, we believe in nurturing talent and providing clear pathways for advancement. As a Senior Customer Success Manager, you will:
- Progress to a Director of Customer Success role, overseeing a portfolio of high‑value accounts.
- Lead initiatives that shape product strategy, customer experience, and market expansion.
- Mentor junior team members, sharing best practices and fostering a culture of continuous improvement.
- Participate in cross‑departmental projects, gaining exposure to product development, sales strategy, and engineering.
- Access industry conferences, workshops, and certifications to stay ahead of emerging trends.
Work Environment & Culture at brighthush
Our culture is defined by:
- Collaboration: Open communication channels, cross‑team projects, and shared success metrics.
- Innovation: A safe space to experiment, iterate, and bring new ideas to life.
- Diversity & Inclusion: A workforce that reflects a wide range of perspectives, driving better decisions.
- Flexibility: Fully remote work with flexible hours, empowering you to balance professional and personal commitments.
- Recognition: Regular shout‑outs, awards, and career milestones celebrated across the organization.
Compensation & Benefits
While specific figures vary based on experience and location, we offer a competitive package that includes:
- Base salary commensurate with market rates for senior customer success leaders.
- Performance‑based bonuses tied to customer satisfaction, renewal rates, and growth metrics.
- Health, dental, and vision insurance for you and your dependents.
- 401(k) matching program to support your long‑term financial goals.
- Generous paid time off, parental leave, and wellness stipends.
- Professional development budget for courses, certifications, and conferences.
Ready to Make an Impact?
If you are a strategic thinker, a relationship builder, and a data‑driven problem solver who thrives in a fast‑moving, customer‑centric environment, we want to hear from you. Join brighthush and help shape the future of global connectivity while advancing your career in a supportive, innovative, and rewarding setting.