Senior Head of Customer Retention – Carrier Services & Revenue Growth Leadership – Driving Global Connectivity Success at brighthush
About brighthush
brighthush stands at the forefront of high‑speed connectivity, delivering mission‑critical bandwidth to the world’s most influential enterprises. With a 141,000‑mile network that spans North America and Europe, we power the digital backbone for industries ranging from media and technology to finance, healthcare, and beyond. Our portfolio includes dark fiber, private data networks, wavelengths, Ethernet, and dedicated Internet access—each engineered to meet the most demanding performance, reliability, and security requirements.
At brighthush, we believe that exceptional customer relationships are the foundation of sustainable growth. We are relentlessly focused on delivering world‑class service, fostering innovation, and building a culture where every team member is empowered to make a difference. If you thrive in a fast‑moving, data‑driven environment and want to shape the future of connectivity, brighthush is the place for you.
Role Overview
We are seeking a visionary Senior Head of Customer Retention – Carrier Services & Revenue Growth Leadership to lead brighthush’s Carrier Customer Retention organization. In this senior role, you will own the end‑to‑end post‑implementation lifecycle for our Carrier portfolio, driving renewal performance, churn reduction, and revenue preservation. You will partner with Sales, Finance, Engineering, and Operations to translate customer insights into actionable strategies that accelerate growth and deepen customer loyalty.
As a key member of the brighthush executive team, you will set the strategic direction, build a scalable operating model, and develop a high‑performing leadership pipeline that delivers measurable financial results and elevates the customer experience.
Key Responsibilities
- Strategic Leadership – Define and execute the overarching Customer Retention strategy for the Carrier vertical, aligning with brighthush’s commercial and financial objectives.
- Operating Model Design – Build a scalable, data‑driven operating model that includes customer health scoring, risk identification, renewal planning, churn forecasting, and expansion capture.
- Financial Stewardship – Own gross and net revenue retention, recurring‑revenue preservation, discount discipline, and overall portfolio profitability.
- Growth Enablement – Partner with Sales to identify and capture expansion opportunities, ensuring that renewal and retention motions increase seller capacity and drive recurring revenue.
- Churn Management – Develop disciplined churn forecasting, root‑cause analysis, and mitigation strategies across the Carrier portfolio, including save, replacement, portability, migration, and contract restructuring.
- Executive Engagement – Build trusted relationships with senior customer stakeholders, sponsor key Carrier relationships, and lead executive‑level governance and business reviews.
- Value Realization – Champion customer value realization initiatives, ensuring customers understand, achieve, and recognize the value of their brighthush relationship.
- Commercial Governance – Enforce renewal pricing, discounting, credits, early termination liability, portability, and long‑term account value policies.
- Performance Management – Establish KPIs, operating rhythms, and business reviews that hold the organization accountable for churn, renewal, and revenue metrics.
- Talent Development – Coach Senior Managers and Customer Retention leaders, build a leadership pipeline, and create a culture of continuous learning and high performance.
- Risk Mitigation – Anticipate business challenges, develop mitigation strategies, and take ultimate functional accountability for executive escalations.
- Cross‑Functional Collaboration – Work closely with Sales Engineering, Commercial Operations, Finance, Billing, Legal, Deal Management, Service Assurance, Product, Engineering, and Operations to deliver on commitments.
- Strategic Communication – Communicate strategy, portfolio performance, and insights to senior leadership in a clear, data‑driven manner.
- Enterprise‑Wide Impact – Contribute to brighthush’s broader Customer Retention strategy, capability development, and organizational priorities.
Essential Qualifications
- Bachelor’s degree or equivalent combination of education and experience; advanced degree preferred.
- 10+ years of progressive leadership experience in Customer Retention, Account Management, Sales, Customer Experience, or a related B2B environment.
- 5+ years of experience leading managers and building multi‑layered organizations.
- Proven track record of managing significant recurring revenue, renewals, retention, churn, and financial outcomes.
- Strong commercial and financial acumen, with experience driving revenue growth and preserving recurring revenue.
- Demonstrated ability to develop and execute customer and commercial strategies across large, complex portfolios.
- Experience leading post‑implementation account management at scale, including customer health, renewal planning, churn forecasting, and growth partnership with Sales.
- Deep understanding of complex B2B customer environments, preferably in telecommunications, networking, cloud infrastructure, or digital infrastructure.
- Expertise in evaluating and governing pricing, terms, margin, capital recovery, early termination liability, and contract exceptions.
- Exceptional executive presence and communication skills, with the ability to influence senior leaders and engage customer executives.
- Proven ability to lead organizational change, create scalable operating models, and drive digital transformation.
- Strong strategic thinking, business judgment, problem‑solving, project leadership, and prioritization skills.
- Experience with CRM, renewal management, financial reporting, business intelligence, and related technology platforms.
- Willingness and ability to travel as needed.
Preferred Qualifications
- Experience in the telecommunications or carrier services industry.
- Advanced certifications in customer success, revenue management, or data analytics.
- Track record of building and scaling high‑performing Customer Retention teams in a global organization.
- Experience with subscription‑based revenue models and recurring‑revenue forecasting.
- Knowledge of regulatory and compliance requirements in the telecom sector.
Skills & Competencies
- Strategic Vision & Execution
- Financial Modeling & Forecasting
- Customer Health & Risk Management
- Renewal & Negotiation Expertise
- Data‑Driven Decision Making
- Leadership & Coaching
- Change Management & Process Improvement
- Stakeholder Engagement & Influence
- Digital Literacy & Platform Proficiency
- Resilience & Adaptability
Career Growth & Learning Opportunities
At brighthush, your career trajectory is as expansive as our network. As Senior Head of Customer Retention, you will:
- Lead a cross‑functional team that spans multiple geographies and functions.
- Shape the future of customer experience and revenue strategy for a global carrier portfolio.
- Collaborate with senior executives, influencing company‑wide strategy.
- Access continuous learning programs, including leadership development, industry certifications, and advanced analytics training.
- Participate in global initiatives that drive innovation in connectivity and customer success.
Work Environment & Company Culture
brighthush fosters a culture of collaboration, transparency, and continuous improvement. We value diverse perspectives, encourage experimentation, and reward results. Our remote‑first model empowers you to work from anywhere in the continental United States while staying connected through virtual collaboration tools, regular all‑hands meetings, and regional team gatherings.
We celebrate success through recognition programs, peer‑to‑peer shout‑outs, and quarterly awards. Our leadership team is approachable, data‑driven, and committed to your professional growth.
Compensation & Benefits
We offer a competitive total rewards package that includes:
- Base salary range: $215,000 – $235,000 USD per year (subject to market, experience, and location).
- Annual discretionary incentive plan for non‑sales roles; sales incentive plan for sales roles.
- Health, dental, and vision insurance.
- 401(k) retirement savings plan with company match.
- Generous paid time off, including paid parental leave.
- Flexible work arrangements and remote‑first policy.
- Professional development budget and tuition reimbursement.
- Employee wellness programs and mental health resources.
- Access to cutting‑edge technology and tools to support your work.
How to Apply
Ready to lead brighthush’s Carrier Customer Retention organization and drive transformative growth? Submit your resume and a cover letter that highlights your experience in customer retention, renewal strategy, and revenue preservation. We look forward to exploring how your expertise can help us continue to deliver world‑class connectivity and customer success.