Senior Head of Customer Retention & Revenue Preservation – Carrier & Enterprise Solutions at brighthush

About brighthush

brighthush is a global leader in high‑performance networking and communications infrastructure, delivering mission‑critical bandwidth to the world’s most influential enterprises. With a 141,000‑mile network that spans North America and Europe, brighthush powers the digital transformation of industries ranging from media and technology to finance, healthcare, and beyond. Our portfolio of services—dark fiber, private data networks, wavelengths, Ethernet, and dedicated Internet access—enables customers to build resilient, scalable, and secure digital ecosystems.

At brighthush, we believe that the future of connectivity is built on trust, innovation, and relentless customer focus. We are committed to creating a world‑class post‑implementation experience that anticipates customer needs, preserves recurring revenue, and drives sustainable growth. If you thrive in a fast‑paced, data‑driven environment and want to shape the next chapter of digital infrastructure, brighthush invites you to join our mission.

Position Overview

As the Senior Head of Customer Retention & Revenue Preservation for our Carrier vertical, you will lead a high‑performing team of Customer Retention leaders and Account Managers. Your mandate is to own the entire post‑implementation lifecycle, ensuring that every carrier customer receives exceptional service, realizes tangible value, and continues to grow with brighthush. You will set the strategic vision, design scalable operating models, and drive measurable financial outcomes—renewals, churn reduction, and revenue preservation—while fostering a culture of ownership, accountability, and continuous improvement.

Key Responsibilities

• Strategic Leadership: Define and execute the overarching Customer Retention strategy for the Carrier vertical, aligning customer priorities with brighthush’s commercial and financial objectives.
• Operating Model Design: Build a scalable, data‑driven operating model that covers customer health, 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 financial performance.
• Growth & Expansion: Partner with Sales to identify and capture expansion opportunities, ensuring that renewal and retention motions increase seller capacity and drive recurring revenue growth.
• Churn Management: Develop disciplined churn forecasting, root‑cause analysis, and mitigation strategies across the Carrier portfolio—including save, replacement, portability, migration, decommissioning, and contract restructuring.
• Executive Engagement: Establish executive‑level governance, sponsor key carrier relationships, and build trusted partnerships with decision‑makers and senior stakeholders.
• Value Realization: Drive customer value realization across brighthush’s service portfolio, ensuring customers understand, achieve, and recognize the value of their partnership.
• Commercial Governance: Enforce commercial governance for renewal pricing, discounting, credits, early termination liability, portability, contract exceptions, and margin protection.
• Performance Management: Set clear KPIs, customer health metrics, renewal and churn forecasts, operating rhythms, and business reviews. Hold the team accountable for churn performance to budget, renewal performance, and revenue renewal.
• Leadership Development: Coach Senior Managers and Customer Retention leaders, strengthening commercial acumen, talent management, and organizational effectiveness.
• Succession Planning: Build a robust leadership pipeline by attracting, developing, and retaining high‑performing talent.
• Risk Mitigation: Anticipate business challenges, establish mitigation strategies, and manage executive escalations and cross‑functional resolutions of complex issues.
• Strategic Communication: Communicate strategy, portfolio performance, financial results, customer insights, risks, and opportunities to senior leadership in a clear, data‑driven manner.
• Team Collaboration: Serve as a trusted member of the broader Customer Retention leadership team, contributing to enterprise‑wide strategy and capability development.

Essential Qualifications

• Bachelor’s degree or equivalent combination of education and professional 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 leaders and managing managers, with a proven track record of building and scaling high‑performing, multi‑layered organizations.
• Demonstrated success in managing significant recurring revenue, renewals, retention, churn, and financial outcomes.
• Strong commercial and financial acumen—experience driving revenue growth, preserving recurring revenue, and delivering against P&L objectives.
• Proven ability to develop and execute customer and commercial strategies across large, complex portfolios.
• Experience leading post‑implementation account management at scale, including customer health, risk management, renewal planning, churn forecasting, and growth partnership with Sales.
• Deep understanding of complex B2B customer environments, preferably within telecommunications, networking, cloud infrastructure, or related technology services.
• Expertise in evaluating and governing customer, contractual, operational, and financial trade‑offs involving pricing, terms, margin, capital recovery, and early termination liability.
• Exceptional executive presence and communication skills—able to influence senior leaders, engage customer executives, and articulate complex business strategies with clarity.
• Proven ability to build trusted relationships and influence outcomes across internal and external stakeholders, including at the executive level.
• Track record of leading organizational change, creating scalable operating models, improving processes, and driving digital transformation.
• Strong strategic thinking, business judgment, problem‑solving, project leadership, and prioritization skills.
• Experience with CRM, customer retention and renewal management, financial reporting, business intelligence, and related technology platforms.
• Willingness and ability to travel as needed.

Preferred Qualifications

• Advanced degree (MBA, MS, or equivalent).
• Experience in a carrier or large enterprise telecommunications environment.
• Proficiency in advanced analytics tools (e.g., Tableau, Power BI) and predictive modeling for churn and renewal forecasting.
• Background in leading cross‑functional initiatives that integrate Sales, Engineering, Finance, and Operations.
• Experience managing a global or multi‑region customer base.

Skills & Competencies

• Strategic Vision & Execution
• Financial Acumen & P&L Management
• Customer‑Centric Leadership
• Data‑Driven Decision Making
• Change Management & Process Improvement
• Executive Presence & Influence
• Relationship Building & Stakeholder Management
• Analytical & Problem‑Solving
• Team Development & Coaching
• Digital & Technological Fluency

Career Growth & Learning Opportunities

At brighthush, your career trajectory is as dynamic as the industry we serve. As the Senior Head of Customer Retention, you will:

• Lead a cross‑functional team that shapes the future of customer experience and revenue preservation.
• Collaborate with senior executives to influence company‑wide strategy and operational priorities.
• Drive initiatives that accelerate digital transformation and process automation across the organization.
• Mentor and develop the next generation of leaders, creating a lasting impact on brighthush’s talent pipeline.
• Participate in global leadership forums, industry conferences, and thought‑leadership panels.
• Benefit from continuous learning programs, including executive coaching, industry certifications, and advanced analytics training.

Work Environment & Culture

brighthush fosters a culture of innovation, collaboration, and continuous improvement. Our remote‑first model empowers employees to work from anywhere in the continental United States while staying connected through:

• Virtual collaboration tools (Slack, Teams, Zoom)
• Regular all‑hands and cross‑team syncs
• Transparent performance metrics and real‑time dashboards
• Inclusive hiring practices that celebrate diverse perspectives
• Commitment to work‑life balance and flexible scheduling

Compensation & Benefits

• Base Salary: $215,000 – $235,000 USD annually (competitive and commensurate with experience)
• Incentives: Eligible for a discretionary annual incentive plan (non‑sales) and a sales incentive plan (sales roles)
• Health & Wellness: Comprehensive medical, dental, and vision insurance plans
• Retirement: 401(k) savings plan with company match
• Paid Time Off: Generous PTO policy, including paid parental leave
• Professional Development: Reimbursement for certifications, conferences, and training programs
• Wellness Programs: Access to virtual fitness classes, mental health resources, and wellness stipends
• Equity & Stock Options: Potential eligibility for equity awards based on performance and tenure

Equal Opportunity & Inclusion

brighthush is an equal‑opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees, including protected veterans and individuals with disabilities. If you require a reasonable accommodation during the hiring process, please let us know.

Biometric Data & Privacy

As part of our hiring and onboarding process, brighthush may collect, store, and use biometric identifiers (e.g., fingerprints, facial geometry scans) to verify identity. We use a third‑party service, CLEAR1, to authenticate applicants. Your biometric data will be retained in accordance with CLEAR1’s policies and will not be sold or shared. By proceeding with your application, you acknowledge this disclosure and consent to the collection of biometric data in compliance with applicable laws.

How to Apply

Ready to lead the next wave of customer retention excellence at brighthush? Click the link below to submit your application and join a team that is redefining the future of connectivity.