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

Welcome to brighthush – Where Innovation Meets Customer Success

At brighthush, we’re not just a technology partner; we’re a catalyst for digital transformation in the broadband, telecom, and high‑tech arenas. Our cloud‑native SaaS suite empowers businesses to accelerate growth, slash churn, and unlock new revenue streams. We thrive on curiosity, collaboration, and a relentless focus on customer success—principles that guide every product, every partnership, and every conversation.

As a fully remote organization, brighthush brings together diverse talent from across the United States. Whether you’re a seasoned veteran or a rising star, you’ll find a community where every voice is heard, every idea is valued, and every contribution shapes the future of connectivity.

Why brighthush is the Ideal Place for Your Next Career Move

When you join brighthush, you become part of a high‑velocity team that turns complex challenges into elegant, scalable solutions. We invest in your growth through:

• Mentorship from senior leaders who have navigated the same path.
• Industry certifications and continuous learning programs.
• Access to cutting‑edge tools and technologies that keep you ahead of the curve.
• A remote‑first model that offers 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 – What You’ll Do Every Day

• 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 – What We Expect From You

• 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 – What Will Make You Stand Out

• 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 – The DNA of a Successful Senior CSM

• 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 – Your Path to Leadership

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 who share their insights and guidance.
• Access to industry conferences, webinars, and workshops to keep you at the forefront of the field.
• 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 – A Remote‑First, Inclusive Community

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

• Work from anywhere in the United States, with a flexible schedule that respects your work‑life balance.
• Participate in weekly virtual town halls, cross‑team hackathons, and informal coffee chats.
• Receive a comprehensive remote‑work stipend to set up your home office.
• Enjoy unlimited paid time off, a wellness stipend, and a robust health benefits package.
• Benefit from a competitive salary, performance‑based bonuses, and equity opportunities.

Compensation & Perks – We Reward Your Impact

While specific figures vary based on experience, we offer:

• Competitive base salary aligned with industry standards.
• Performance bonuses tied to customer retention, expansion, and satisfaction metrics.
• Equity options that allow you to share in the company’s long‑term success.
• Health, dental, and vision insurance for you and your family.
• Retirement plan with company match.
• Wellness program, including gym membership reimbursement and mental health resources.
• Annual travel stipend for attending conferences or client events.

How to Apply – Take the Next Step in Your Career

If you’re ready to lead enterprise customer success, drive revenue growth, and shape the future of SaaS and telecom solutions, we’d love to hear from you. Join a team that values innovation, collaboration, and a customer‑first mindset.

Ready to make an impact? today and start your journey with brighthush.