Senior Enterprise Customer Success Manager – Global Connectivity & Network Solutions Strategist – Championing Retention, Implementation Excellence, Revenue Growth, and Strategic Account Leadership for Enterprise Clients at brighthush

Welcome to brighthush – Where Connectivity Meets Customer Success

At brighthush, we don’t just lay fiber; we lay the foundation for the next wave of digital transformation. With a sprawling 141,000‑mile fiber network that spans North America and Europe, we empower the world’s most forward‑thinking enterprises—media conglomerates, financial institutions, healthcare innovators, and technology pioneers—to achieve absolute uptime, scalability, and reliability. Our portfolio ranges from dark fiber and wavelength solutions to Ethernet and dedicated Internet access, all engineered to meet the highest standards of performance and security.

Customer Success at brighthush is more than a department—it is a guiding philosophy that permeates every fiber strand, every service contract, and every partnership we forge. We believe that the best networks are built on the foundation of exceptional customer relationships, and that our people are the most valuable asset in delivering that promise.

Why brighthush is the Place to Grow Your Career

We are a culture of collaboration, continuous learning, and relentless focus on customer outcomes. Our remote‑first model offers flexibility, while regular virtual town halls, hackathons, and team‑building events keep us connected. We celebrate diversity, champion work‑life balance, and provide access to industry certifications, training courses, and knowledge‑sharing platforms. Whether you are a seasoned professional or an ambitious newcomer, you’ll find a place where your ideas are heard, your growth is accelerated, and your contributions shape the future of connectivity.

Role Overview

The Senior Enterprise Customer Success Manager is the linchpin between brighthush and our high‑value enterprise customers. You will own the end‑to‑end customer journey, ensuring seamless implementation, proactive service improvement, and sustained revenue growth. Your strategic mindset, project‑management acumen, and deep customer empathy will help us retain high‑value accounts, identify renewal opportunities, and mitigate churn risks.

Key Responsibilities

• Lead and Mentor a High‑Performing Team – Coach Customer Success Associates, provide performance feedback, and design career development plans that align with both individual aspirations and brighthush objectives.
• Own the Full Lifecycle of Customer Engagements – From project kick‑off through operational reviews, ensure on‑time delivery, quality, and customer satisfaction.
• Strategic Account Planning – Develop and execute account plans that align with customer goals, identify upsell opportunities, and drive quarterly billing run‑rate growth.
• Customer Health & Risk Management – Monitor and analyze health metrics, renewal timelines, and churn indicators; proactively engage stakeholders to address risks.
• Cross‑Functional Collaboration – Partner with Sales, Technical, and Operations teams to design and deliver customized solutions that meet evolving customer needs.
• Escalation Leadership – Serve as the primary escalation point for complex customer issues, coordinating cross‑functional resolution and communicating status updates.
• CRM Stewardship – Maintain accurate, up‑to‑date customer records in Salesforce, including contact details, health scores, renewal status, and revenue forecasts.
• Executive Reporting – Present performance dashboards and insights to executive leadership, translating data into actionable recommendations.
• Continuous Improvement Champion – Drive initiatives that streamline processes, reduce fault frequency, and enhance the overall customer experience.
• Industry Representation – Represent brighthush at industry events, conferences, and customer meetings, building strong relationships with key decision‑makers.
• Travel & On‑Site Engagements – Travel as needed to support on‑site customer engagements and strategic account visits.

Essential Qualifications

• Bachelor’s degree in Business, Engineering, Communications, or a related field.
• Minimum 5 years of progressive customer success, account management, or technical support experience in a high‑volume, enterprise‑level environment.
• Proven track record of managing complex implementation projects and driving customer adoption.
• Strong analytical skills with proficiency in MS Excel, PowerPoint, and Word; advanced knowledge of Google Workspace (Sheets, Slides, Docs).
• Deep familiarity with Salesforce.com: data entry, report creation, dashboard design, and workflow automation.
• Excellent written and verbal communication, with the ability to present to senior executives and cross‑functional teams.
• Demonstrated ability to manage multiple priorities, meet deadlines, and thrive in a fast‑changing environment.
• High level of detail orientation, problem‑solving aptitude, and a proactive “can‑do” attitude.

Preferred Qualifications

• Experience in the telecommunications, data center, or high‑bandwidth services industry.
• Knowledge of network infrastructure concepts such as dark fiber, wavelengths, and Ethernet.
• Prior exposure to billing processes, invoicing, and revenue recognition in a technical services context.
• Certifications in project management (PMP, Prince2) or customer success (CSM, CSPO).
• Fluency in additional languages (e.g., Spanish, Mandarin) is a plus.

Core Competencies & Skills

• Strategic Account Management
• Project & Program Management
• Customer Relationship Building
• Data‑Driven Decision Making
• Risk Assessment & Mitigation
• Process Improvement & Automation
• Cross‑Functional Collaboration
• Leadership & Team Coaching
• Change Management
• Financial Acumen (Revenue Forecasting, Billing)

Career Growth & Development

At brighthush, we believe in nurturing talent and providing clear pathways for advancement. As a Senior CSM, you will have the opportunity to:

• Progress to a Director of Customer Success role, overseeing a larger portfolio of enterprise accounts.
• Transition into a strategic product or solution leadership position, shaping the next generation of connectivity offerings.
• Lead cross‑functional initiatives that influence company‑wide strategy, such as global expansion plans or new service launches.
• Earn industry certifications and attend advanced training programs that enhance your expertise and marketability.
• Mentor junior team members, building a legacy of high performance and customer focus.

Work Environment & Company Culture

Our remote‑first model empowers you to work from anywhere while staying connected to a vibrant, collaborative community. We host:

• Monthly virtual town halls where leadership shares company vision and celebrates wins.
• Quarterly hackathons that encourage cross‑departmental innovation and problem solving.
• Annual retreats that combine team building, strategy sessions, and wellness activities.
• Inclusive employee resource groups that support diversity, equity, and inclusion initiatives.

We value transparency, accountability, and a growth mindset. Your ideas will be heard, your feedback will shape processes, and your success will be celebrated.

Compensation & Benefits

While specific figures vary by location and experience, brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with experience and market benchmarks.
• Performance‑based bonuses tied to customer retention, upsell success, and operational excellence.
• Comprehensive health, dental, and vision insurance plans.
• 401(k) plan with company match to support long‑term financial planning.
• Generous paid time off, including vacation, sick leave, and personal days.
• Flexible work arrangements and a fully remote environment.
• Professional development stipend for certifications, conferences, and continuing education.
• Employee wellness programs, including mental health resources and fitness subsidies.

How to Apply

Ready to shape the future of connectivity and elevate enterprise customer success? Submit your application through our careers portal or click the link below to start your journey with brighthush.

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Conclusion

At brighthush, you’ll be part of a forward‑thinking team that is redefining how enterprises connect, collaborate, and innovate. If you thrive in a fast‑paced environment, have a passion for building lasting customer relationships, and are ready to drive measurable impact, we want to hear from you. Join us and help us turn every fiber strand into a story of success.