Senior Enterprise Customer Success Manager – SaaS & Telecom Solutions Specialist – Remote Leadership & Growth Champion at brighthush

About brighthush – Pioneering the Future of Connectivity

brighthush is redefining how enterprises experience connectivity. By blending cutting‑edge broadband technology with a cloud‑native SaaS platform, we empower businesses to accelerate growth, reduce churn, and unlock new revenue streams. Our mission is simple yet ambitious: transform the way organizations connect, collaborate, and innovate through the most reliable, scalable, and customer‑centric solutions on the market.

From a curious startup to a high‑velocity industry leader, brighthush has partnered with leading service providers, multi‑system operators (MSOs), and enterprise clients across the United States. We help them navigate complex challenges, deliver exceptional value to end‑users, and stay ahead of the rapidly evolving telecom landscape.

Why brighthush is the Ideal Place for Your Next Career Move

When you join brighthush, you become part of a dynamic, remote‑first team that turns ambitious ideas into elegant, scalable solutions. We invest in your growth through:

• Mentorship from senior leaders who have navigated the same path and can share actionable insights.
• Industry certifications and continuous learning programs that keep you at the forefront of customer success and telecom innovation.
• Access to cutting‑edge tools and technologies that enable you to deliver measurable impact.
• A remote‑first model that offers flexibility to work from anywhere while staying connected to a vibrant community of innovators.
• Inclusive culture that celebrates diverse perspectives and encourages every voice to be heard.

If you thrive on building lasting relationships, driving measurable impact, and shaping the customer journey, brighthush is the place for you.

Role Overview – Senior Enterprise Customer Success Manager

As the champion of our enterprise clients, you will ensure they achieve their business objectives while driving revenue growth for brighthush. You will be the trusted advisor, strategic partner, and operational leader who turns customer success into a competitive advantage.

Key Responsibilities

• Customer Advocacy & Retention – Own the end‑to‑end customer experience from onboarding through renewal, ensuring satisfaction, loyalty, and advocacy.
• 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 – Ability to align customer goals with brighthush’s product roadmap and revenue objectives.
• Customer‑Centric Mindset – Passion for delivering exceptional experiences and turning customers into advocates.
• Problem‑Solving & Analytical Skills – Data‑driven approach to diagnosing issues and recommending solutions.
• Project Management & Prioritization – Managing multiple accounts and initiatives simultaneously while meeting deadlines.
• Negotiation & Influencing – Skilled at securing favorable terms and driving consensus across stakeholders.
• Adaptability & Resilience – Thriving in a fast‑moving, remote environment with evolving priorities.
• Team Collaboration & Cross‑Functional Leadership – Working seamlessly with Sales, Product, Engineering, and Support teams.
• Data‑Driven Decision Making – Leveraging metrics to inform strategy and measure success.

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.
• Clear performance metrics and promotion criteria to help you track your progress.

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.
• Engage in a culture that celebrates diversity, encourages continuous learning, and rewards innovation.

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.
• Flexible work hours and a generous paid time off policy.

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.