Senior Enterprise Customer Success Executive – AI‑Ready Connectivity Champion, Growth Strategist, and Strategic Partnerships Lead (Remote, US & OR) – Join brighthush

About brighthush

At brighthush, we’re not just building a network – we’re crafting the invisible backbone that powers tomorrow’s digital world. By weaving together cutting‑edge artificial intelligence, edge computing, and high‑performance fiber, we deliver a cloud‑native infrastructure that supports the most demanding workloads, from autonomous vehicles to real‑time analytics, across continents. Our expansive fiber backbone, coupled with a suite of AI services and data‑analytics tools, empowers enterprises, governments, and communities to move faster, safer, and smarter. We are the silent partner that lets the future run, and we’re looking for visionary leaders to help our clients unlock the full value of our platform.

The Opportunity

As a Senior Enterprise Customer Success Executive at brighthush, you will own the success of one of our most strategic, multi‑divisional accounts. In a remote‑first environment, you will act as the single point of contact for the customer, translating their business objectives into measurable outcomes and ensuring that brighthush delivers on every promise. Your role blends program leadership, advisory, and advocacy, combining deep customer insight, technical fluency, commercial judgment, and AI‑enabled execution. You will drive the entire customer journey, from onboarding to renewal, while championing continuous improvement and operational excellence.

Key Responsibilities

• Customer Insight & Strategy: Build a deep, holistic understanding of the customer’s business model, organizational structure, challenges, and technology priorities across all business units and affiliates. Use this insight to craft a tailored success roadmap that aligns with their strategic goals.
• Executive Relationship Building: Cultivate long‑term, value‑based relationships with executive sponsors and decision makers. Establish trust and credibility at every level, acting as the trusted advisor who can influence and inspire change.
• Success Planning: Maintain a dynamic Customer Success Plan that defines milestones, owners, and outcomes. Keep it updated in real time, leveraging it to drive accountability and progress across the account.
• Health Monitoring: Monitor account health using a blend of usage, adoption, service, billing, and contract indicators. Surface risks early and propose mitigation strategies, using data dashboards and predictive analytics to stay ahead of potential issues.
• Quarterly Business Reviews: Chair QBRs and other business reviews; set the agenda, drive decisions, and own the action log to closure, collaborating with Commercial Support to prepare materials. Ensure each review delivers clear, actionable insights that reinforce the partnership.
• Cross‑Functional Program Leadership: Lead cross‑functional improvement programs: define scope, coordinate delivery teams, track progress, and mitigate risks. Champion a culture of continuous improvement and operational excellence.
• Contract Lifecycle Management: Manage the entire contract lifecycle, ensuring commitment integrity and flagging gaps before they become issues. Work closely with legal, finance, and sales to secure favorable terms and maintain alignment with customer expectations.
• Escalation Advocacy: Advocate for the customer with clear boundaries: triage escalations, route them to the owning function, assign owners, and track to closure. Maintain a calm, solution‑oriented demeanor even under pressure.
• Expectation Management: Partner with Sales, Delivery, and Support to set realistic expectations and guarantee that solutions are deployed as promised. Keep all stakeholders informed and aligned throughout the engagement.
• Renewal & Expansion: Own renewal strategy and execution, aligning with customer priorities and roadmap; identify expansion opportunities, build the case, and hand them to Sales and Solution Engineering to pursue. Drive revenue growth while preserving customer satisfaction.
• Migration & Modernization: Own migration planning and outcomes, guiding legacy services to modern brighthush solutions. Ensure smooth transitions with minimal disruption to the customer’s operations.
• Financial Governance: Govern concessions and writedowns to protect margin while maintaining customer satisfaction. Balance financial discipline with a customer‑centric mindset.
• Business Case Development: Build quantified business cases tied to the customer’s cost, resiliency, performance, and growth goals. Use data and storytelling to influence decision makers.
• Adoption & Self‑Service: Assess product and portal adoption, remove barriers, and enable customer self‑service. Drive adoption through training, best‑practice sharing, and proactive outreach.
• Data‑Driven Decision Making: Use consumption data to spot under‑utilization, anticipate revenue risk, and inform renewal and migration strategy. Translate metrics into actionable insights.
• AI & Automation: Leverage AI tools, agents, and automated workflows for research, reporting, follow‑through, and risk tracking; validate outputs and apply judgment. Continuously refine processes to increase efficiency.
• Process Optimization: Automate repetitive work and route transactional requests to Commercial Support and DLM. Champion a lean, high‑impact approach to customer success.
• CRM & Forecasting: Keep CRM records, stakeholder maps, renewal dates, risks, and forecasts accurate and up‑to‑date. Provide reliable visibility into the account pipeline.
• Feedback Loop: Turn customer feedback into actionable insights for product, delivery, and operations teams. Advocate for the customer’s voice across the organization.

Essential Qualifications

• 7+ years of experience in Customer Success, Account Management, or Program Management with large enterprise customers.
• Bachelor’s degree or equivalent experience; PMP or equivalent program management certification preferred.
• Proven track record managing complex, Fortune 500, multi‑divisional customers.
• Experience running structured programs: governance cadences, milestone plans, risk registers, and cross‑functional delivery.
• Experience owning renewal or retention outcomes, including negotiation with customers and internal stakeholders.
• Technical fluency in networking, cloud, and data services sufficient to lead credible discovery and collaborate effectively with engineers and architects.
• Strong business acumen: ability to understand how customers generate revenue and connect technology investment to measurable value.
• Comfort presenting to, advising, and holding firm with C‑level executives.
• Strong analytical skills and the ability to turn data into insight and action.
• Practical experience using AI tools and automated workflows, with a curiosity to continuously improve work processes.
• Ability to set clear boundaries: route work to the right owner, say no with a destination, and follow through.
• Ownership mindset: act independently, surface risks early, and take responsibility for results.

Preferred Qualifications

• Experience in the AI, edge, or cloud services industry.
• Knowledge of regulatory compliance and security frameworks relevant to enterprise connectivity.
• Experience with SaaS or subscription‑based business models.
• Advanced certifications in networking (e.g., CCNP, CCIE) or cloud platforms (e.g., AWS, Azure, GCP).
• Fluency in multiple languages, especially for global accounts.

Skills & Competencies

• Strategic Thinking: Ability to see the big picture and translate it into actionable plans.
• Customer‑Centric Mindset: Passion for delivering exceptional customer experiences.
• Program Management: Expertise in governance, risk management, and cross‑functional coordination.
• Technical Fluency: Comfortable discussing networking, cloud, and data services with engineers.
• Data‑Driven Decision Making: Proficiency in analyzing metrics and deriving insights.
• Communication: Clear, concise, and persuasive communication across all levels.
• Negotiation: Skilled at negotiating contracts, renewals, and expansion opportunities.
• Adaptability: Thrives in a fast‑moving, AI‑focused environment.
• Collaboration: Works seamlessly with Sales, Delivery, Support, and Engineering.
• Ownership: Takes initiative and follows through until results are achieved.

Career Growth & Learning Opportunities

At brighthush, growth is a shared journey. As a Customer Success Executive, you will:

• Advance into senior leadership roles such as Director of Customer Success or VP of Enterprise Partnerships.
• Participate in executive‑level strategy sessions, influencing the direction of our product roadmap and market positioning.
• Access continuous learning programs, including technical certifications, leadership workshops, and AI‑focused courses.
• Mentor junior team members and contribute to a culture of knowledge sharing.
• Leverage our global network to work on cross‑border initiatives and expand your professional footprint.

Work Environment & Culture at brighthush

brighthush is a remote‑first organization that values flexibility, trust, and accountability. Our culture is built around the brighthush 8 Behaviors, which guide how we interact, make decisions, and collaborate:

• Customer Obsession: We put the customer at the center of everything we do.
• Ownership: We act like owners, taking responsibility for outcomes.
• Innovation: We continuously explore new ideas and technologies.
• Collaboration: We work together across functions and geographies.
• Integrity: We act with honesty and transparency.
• Agility: We adapt quickly to changing market dynamics.
• Excellence: We strive for the highest standards in all deliverables.
• Inclusivity: We celebrate diverse perspectives and foster belonging.

Our remote work model empowers you to balance professional growth with personal well‑being. You will have access to state‑of‑the‑art collaboration tools, virtual team‑building events, and a supportive network of peers and mentors.

Compensation & Benefits

While the exact compensation will vary by location and experience, brighthush offers a competitive base salary that reflects market standards for senior Customer Success roles. In addition to base pay, you will be eligible for:

• Performance‑based bonuses tied to customer satisfaction, renewal rates, and expansion revenue.
• Long‑term incentive plans, including stock options or RSUs, to align your success with the company’s growth.
• Comprehensive health, dental, and vision coverage, including mental health resources.
• Flexible paid time off and a generous parental leave policy.
• Professional development stipend for certifications, conferences, and courses.
• Wellness programs, including gym memberships, meditation apps, and wellness stipends.
• Technology stipend to support your home‑office setup.

What to Expect Next

Employment consideration for this role is contingent upon successfully completing required assessments as part of the hiring process. If selected, you will undergo a structured interview process that includes:

• Phone screening with HR to discuss fit and logistics.
• Technical and behavioral interviews with cross‑functional leaders.
• Case study or role‑play exercise to demonstrate your program management and customer engagement skills.
• Final interview with the Customer Success leadership team.

Equal Employment Opportunities

brighthush is committed to providing equal employment opportunities to all persons regardless of race, color, ancestry, citizenship, national origin, religion, gender, sexual orientation, age, disability, or any other protected characteristic. We celebrate diversity and are dedicated to creating an inclusive environment where everyone can thrive.

Background Screening

If you are selected for a position, a background screen will be conducted. This may include checks for criminal records, motor vehicle reports, and drug screening, depending on the role’s requirements. For more information on these checks, refer to the Post‑Offer section of our FAQ page. Background results will be evaluated on a case‑by‑case basis.

Apply Today

Ready to shape the future of AI‑ready connectivity and drive enterprise growth? Click the link below to submit your application and join the brighthush team.