Senior Escalations & Customer Experience Lead – Finance & Success Champion – Driving Data‑Driven Customer Journeys, Process Excellence, and Operational Resilience Across the Global IoT Landscape at brighthush

Welcome to brighthush – Where Data Meets Impact

At brighthush, we are the unseen force behind the world’s most critical infrastructure. By transforming real‑time IoT data into actionable insights, we empower industries such as agriculture, construction, field services, transportation, and manufacturing to operate safer, more efficiently, and sustainably. With a footprint that touches over 40% of global GDP, we are the catalyst that drives digital transformation across the planet.

Why brighthush is the Place to Grow Your Career

Our culture blends the stability of a seasoned enterprise with the agility of a high‑growth startup. We thrive on ownership, bold experimentation, and a relentless focus on delivering lasting value to our customers. If you love solving complex problems, delighting customers, and building products that scale, you’ll find a home here.

Role Overview: Senior Escalations & Customer Experience Lead – Finance & Success Champion

We are seeking a seasoned professional to own the most challenging customer escalations and translate those experiences into sustainable improvements. In this role, you will serve as the bridge between our customers, finance, and cross‑functional teams, ensuring that every high‑severity issue is resolved swiftly, transparently, and with lasting impact.

About 70% of your time will focus on managing complex finance‑related escalations: triage, action planning, risk management, and real‑time communication with customers and executive stakeholders. The remaining 30% will be dedicated to programmatic initiatives that eliminate root causes, streamline workflows, proactively resolve potential billing issues, and scale customer‑facing processes.

This position is ideal for a structured, customer‑centered operator who thrives on clarity, alignment, and systemic improvement.

Remote Work Policy – This is a fully remote role open to candidates residing in the United States, excluding the San Francisco Bay, New York City, and Washington, D.C. metro areas.

Key Responsibilities

• End‑to‑End Escalation Ownership – Lead the lifecycle of high‑severity escalations from triage to resolution, coordinating cross‑functional resources and maintaining real‑time status updates for customers and executive stakeholders.
• Single‑Threaded Accountability – Serve as the primary owner for each escalation, establishing structure and accountability across Sales, Finance, Support, Customer Success, Product, Engineering, and partner teams.
• Executive Reporting & Post‑Mortems – Deliver clear post‑mortem analyses and executive summaries, tracking commitments, follow‑up actions, and closure metrics.
• Data‑Driven Insight Generation – Analyze escalation themes, quantify business impact, and prioritize opportunities for process, product, and workflow improvement.
• Program Leadership – Design and lead cross‑functional programs to standardize escalation workflows, service‑level expectations, tooling, reporting, and dashboards.
• Coaching & Enablement – Mentor frontline teams on escalation prevention, de‑escalation techniques, customer communication, and effective use of escalation processes.
• Culture Champion – Embody and promote brighthush’s cultural principles: Focus on Customer Success, Build for the Long Term, Adopt a Growth Mindset, Be Inclusive, and Win as a Team.
• Financial Impact Management – Work closely with Finance to assess the financial implications of escalations, develop mitigation plans, and ensure accurate billing and revenue recognition.
• Stakeholder Alignment – Facilitate regular alignment meetings with senior leaders across Sales, Finance, Product, and Engineering to ensure shared understanding of escalation trends and corrective actions.
• Continuous Improvement Advocacy – Champion a culture of continuous improvement by driving root‑cause analysis, implementing best practices, and fostering a learning mindset across the organization.

Success Metrics

• Reduced Mean Time to Resolution (MTTR) for high‑severity escalations.
• Improved post‑escalation CSAT and NPS scores.
• Increased percentage of systemic issues permanently fixed within 90 days.
• Consistent SLA adherence and audit‑ready escalation documentation.
• Clear stakeholder accountability and completion of commitments arising from escalations.
• Financial impact reduction – measurable savings from resolved billing disputes.
• Program adoption rate – percentage of teams using standardized escalation playbooks.

Essential Qualifications

• 4+ years of experience in Customer Success, Support Operations, Trust & Safety, incident management, or a related function, with direct ownership of high‑severity escalations.
• Proven success leading cross‑functional process‑improvement programs from problem definition through implementation and adoption.
• Structured problem‑solving skills and the ability to use data to make decisions, quantify impact, and prioritize work.
• Strong program and project management skills, including managing multiple workstreams, dependencies, and stakeholders in time‑sensitive situations.
• Excellent written and verbal communication skills, with the ability to synthesize complex situations into clear executive‑level updates and recommendations.
• Bachelor’s degree in Business, Operations, Engineering, or a related field, or equivalent practical experience.

Preferred Qualifications

• Certifications such as PMP, ITIL, Six Sigma, or comparable program, incident, or process‑management credentials.
• Experience working in a SaaS, technology, or other complex customer‑operations environment.
• Track record of building or improving escalation playbooks, SLAs, operating rhythms, dashboards, or audit‑ready documentation.
• Experience coaching customer‑facing teams on conflict resolution, de‑escalation, and prevention.
• Background in financial analysis or billing operations, with a deep understanding of revenue recognition and dispute resolution.

Skills & Competencies

• Customer‑centric mindset with a passion for delivering exceptional service.
• Analytical rigor – proficiency in data analysis tools (Excel, SQL, Tableau, or similar).
• Project management expertise – familiarity with Agile, Scrum, or Kanban frameworks.
• Stakeholder management – ability to influence senior leaders and cross‑functional teams.
• Adaptability – thrive in a fast‑paced, evolving environment.
• Communication – articulate complex ideas clearly to both technical and non‑technical audiences.
• Collaboration – work effectively with Sales, Finance, Product, Engineering, and Support.
• Financial acumen – understand billing cycles, revenue recognition, and financial risk mitigation.

Career Growth & Learning Opportunities

At brighthush, we believe that your career should evolve alongside your passions. As a Senior Escalations & Customer Experience Lead, you’ll:

• Lead high‑impact initiatives that shape the future of our product roadmap and customer success strategy.
• Mentor junior team members and build a culture of continuous improvement.
• Participate in cross‑functional leadership programs and strategic planning sessions.
• Access a generous professional development stipend for courses, certifications, and conferences.
• Move into senior leadership roles such as Director of Customer Experience, Head of Escalations, or VP of Customer Success.
• Contribute to industry‑wide thought leadership through speaking engagements, whitepapers, and community events.

Work Environment & Culture

brighthush fosters a culture of transparency, inclusion, and high performance. We celebrate diverse perspectives, encourage experimentation, and reward results. Our remote‑first model gives you the flexibility to work from anywhere in the U.S., while our occasional in‑office gatherings and virtual town halls keep the team connected.

We champion a growth mindset, continuous learning, and a collaborative spirit. Whether you’re troubleshooting a complex billing issue or designing a new escalation playbook, you’ll see the direct impact of your work on our customers and the broader industry.

Key cultural pillars:

• Customer Obsession – Every decision is driven by the goal of delivering exceptional value to our customers.
• Long‑Term Thinking – We build solutions that endure and scale with our customers’ evolving needs.
• Growth Mindset – We embrace challenges, learn from failures, and continuously improve.
• Inclusivity & Belonging – Diverse voices are heard, respected, and celebrated.
• Team Success – We win together, sharing credit and celebrating collective achievements.

Compensation & Benefits

While the exact base salary may vary based on experience and location, we offer a competitive range that reflects market standards for senior roles in the SaaS and IoT space. In addition to a base salary, you’ll receive:

• Performance‑based bonus potential.
• Equity grants (RSUs) with no vesting cliff, and ongoing refresh opportunities tied to performance.
• Comprehensive health, dental, and vision plans.
• Flexible paid time off and a generous parental leave policy.
• Professional development stipend.
• Wellness programs, including mental health resources and gym reimbursements.
• Annual company‑wide retreats and team‑building events.
• Access to cutting‑edge tools and technology to support your work.

How to Apply

If you’re ready to own complex escalations, drive systemic improvements, and help shape the future of connected operations, we’d love to hear from you. Submit your application through our careers portal or send your résumé and cover letter to [email protected].

We encourage you to include a brief statement outlining how your experience aligns with the responsibilities and impact of this role.

Closing Statement

At brighthush, we’re building the infrastructure that powers the global economy. We’re looking for a Senior Escalations & Customer Experience Lead who can turn high‑severity escalations into opportunities for lasting change. If you’re a data‑driven, customer‑obsessed leader ready to make a tangible impact, join us and help shape the future of physical operations.

Apply today and start your journey with brighthush – where your expertise meets purpose and innovation.