Senior Enterprise Customer Success Manager – SaaS & Telecom Solutions Specialist – Remote, High‑Growth, Customer Advocacy Leader at brighthush

About brighthush

brighthush is a forward‑thinking technology partner that empowers businesses across the broadband, telecom, and high‑tech sectors to deliver world‑class digital experiences. Our cloud‑native SaaS portfolio is engineered to accelerate growth, reduce churn, and unlock new revenue streams for our clients. At brighthush, curiosity, collaboration, and a relentless focus on customer success are not just buzzwords—they’re the foundation of everything we do. As a fully remote organization, we unite diverse talent from across the United States, creating an environment where every voice is heard and every idea has the potential to shape the future of connectivity.

Why Join brighthush?

When you step into brighthush, you become part of a high‑velocity team that transforms complex challenges into elegant solutions. We invest in your professional development through mentorship, industry certifications, and access to cutting‑edge tools. Our remote‑first model gives you the flexibility to work from anywhere while staying connected to a vibrant community of innovators. If you thrive on building lasting relationships, driving measurable impact, and shaping the customer journey, brighthush is the place for you.

Key Responsibilities

• Customer Advocacy & Retention: Own the end‑to‑end customer experience from onboarding through renewal, ensuring satisfaction and loyalty.
• Strategic Account Management: Develop and execute account plans that align with each client’s business objectives, identifying upsell and cross‑sell opportunities.
• Relationship Building: Serve as the primary point of contact for key stakeholders, cultivating trust and becoming a trusted advisor.
• Performance Metrics: Track and report on NPS, CSAT, churn, renewal rates, and other KPIs to drive continuous improvement.
• Cross‑Functional Collaboration: Partner with Sales, Product, Engineering, and Support to resolve technical and commercial challenges swiftly.
• Customer Education: Co‑create training materials, webinars, and knowledge base articles that empower users to maximize product value.
• Quarterly Business Reviews (QBRs): Lead QBRs that highlight ROI, uncover growth opportunities, and reinforce strategic alignment.
• Contract & Pricing Management: Prepare quotes, negotiate terms, and manage contract renewals to secure revenue and maintain profitability.
• Process Improvement: Identify gaps in the customer journey and propose enhancements to streamline workflows and elevate service quality.
• Travel & On‑Site Support: Travel up to 15% of the time to meet clients in person, attend industry events, and support critical deployments.

Essential Qualifications

• Minimum 5 years of proven experience in Customer Success, Account Management, or a related role within the high‑tech, broadband, or telecom industry.
• Demonstrated success in managing multi‑system operator (MSO) accounts and driving revenue growth through upsell and cross‑sell initiatives.
• Strong communication skills, with the ability to articulate complex technical concepts to both technical and non‑technical audiences.
• Proficiency with CRM platforms such as brighthush, customer success tools such as brighthush, and collaboration suites such as brighthush, brighthush, and brighthush.
• Experience in setting and achieving retention goals, managing SLAs, and reporting on KPI dashboards.
• Self‑motivated, highly organized, and accountable for delivering results in a fast‑paced, remote environment.
• Bachelor’s degree in Business, Communications, Marketing, or a related field (preferred).

Preferred Qualifications

• Advanced certifications in Customer Success (CSM, CSPO) or related disciplines.
• Experience with SaaS product lifecycles, from onboarding to expansion.
• Background in data analysis and proficiency with Excel, brighthush, or brighthush.
• Prior exposure to the telecom regulatory landscape and compliance requirements.
• Fluency in additional languages (e.g., Spanish, Mandarin) is a plus.

Skills & Competencies

• Strategic Thinking & Business Acumen
• Customer‑Centric Mindset
• Problem‑Solving & Analytical Skills
• Project Management & Prioritization
• Negotiation & Influencing
• Adaptability & Resilience
• Team Collaboration & Cross‑Functional Leadership
• Data‑Driven Decision Making

Career Growth & Learning Opportunities

At brighthush, your career trajectory is designed to evolve with your ambitions. Starting as a Customer Success Manager, you can progress to Senior CSM, Lead CSM, and eventually Customer Success Director or VP of Customer Success. We provide:

• Mentorship programs with senior leaders.
• Access to industry conferences, webinars, and workshops.
• Internal learning paths covering product expertise, sales techniques, and leadership skills.
• Opportunities to contribute to product roadmaps and influence the next generation of solutions.

Work Environment & Culture

brighthush thrives on a culture of transparency, innovation, and inclusivity. Our remote‑first model means you can Apply for this job