Senior Manager, Customer Retention – Driving Revenue Growth, Building Loyalty, and Leading High‑Performance Teams in the Telecommunications Industry

About brighthush

brighthush is a leading communications infrastructure provider that delivers mission‑critical bandwidth and network solutions to enterprises, service providers, and public sector organizations worldwide. With a legacy of innovation and a commitment to reliability, brighthush empowers customers to stay connected, secure, and scalable in an increasingly digital world. Our culture is built on collaboration, continuous learning, and a relentless focus on customer success. As we expand our footprint across the United States and beyond, we are looking for a visionary leader to join our Customer Retention team and help shape the future of customer experience in the telecom sector.

Why This Role Matters

In the fast‑moving telecommunications landscape, customer retention is more than a metric—it’s a strategic lever that drives profitability, brand reputation, and long‑term growth. As the Senior Manager of Customer Retention, you will be at the forefront of designing and executing programs that keep our customers satisfied, engaged, and loyal. Your leadership will directly influence revenue streams, reduce churn, and unlock upsell opportunities across our portfolio of services.

Key Responsibilities

• Lead and Mentor a High‑Performing Retention Team: Recruit, coach, and develop a diverse group of retention specialists, ensuring they have the tools, training, and motivation to exceed performance targets.
• Strategic Revenue Growth: Partner with Sales, Product, and Finance to identify high‑value retention opportunities, develop pricing strategies, and create cross‑sell and upsell initiatives that increase average revenue per user (ARPU).
• Customer Relationship Management: Build and nurture long‑term relationships with key accounts, acting as the primary point of contact for escalated issues and strategic discussions.
• Data‑Driven Decision Making: Leverage analytics platforms to monitor churn indicators, forecast retention trends, and develop predictive models that inform proactive engagement tactics.
• Process Optimization: Design and refine retention workflows, ensuring seamless handoffs between support, billing, and technical teams, and continuously improve the customer journey.
• Cross‑Functional Collaboration: Work closely with Marketing, Product Development, and Customer Success to align retention initiatives with broader company objectives.
• Reporting & KPI Management: Own the monthly and quarterly retention dashboards, presenting insights and action plans to senior leadership.
• Travel & Representation: Represent brighthush at industry events, customer meetings, and partner conferences (up to 25% travel).

Essential Qualifications

• Bachelor’s or Master’s degree in Business Administration, Marketing, Communications, or a related field.
• Minimum of 5 years in a leadership role within customer retention, account management, or customer success, preferably in the telecommunications or technology sector.
• Strong analytical mindset with proven experience in using data to drive business decisions.
• Exceptional communication and negotiation skills, capable of influencing stakeholders at all levels.
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint) and Google Workspace.
• Experience with CRM platforms (e.g., Salesforce, HubSpot) and analytics tools (e.g., Tableau, Power BI).
• Ability to travel up to 25% of the time for client visits, conferences, and internal meetings.

Preferred Qualifications

• Advanced degree (MBA or equivalent) or relevant certifications (e.g., Certified Customer Experience Professional).
• Experience leading global or multi‑region teams in a distributed environment.
• Track record of implementing successful churn‑reduction programs that delivered measurable revenue impact.
• Knowledge of telecom industry regulations, service level agreements (SLAs), and network infrastructure.
• Fluency in additional languages (e.g., Spanish, Mandarin) is a plus.

Core Skills & Competencies

• Strategic Thinking: Ability to translate business goals into actionable retention strategies.
• Leadership & Coaching: Proven talent for building high‑performing teams and fostering a culture of continuous improvement.
• Customer‑Centric Mindset: Deep empathy for customer pain points and a passion for delivering exceptional service.
• Data Literacy: Comfortable working with large datasets, building dashboards, and deriving insights.
• Project Management: Skilled at managing multiple initiatives simultaneously, meeting deadlines, and staying within budget.
• Change Management: Experience driving process changes and adoption across cross‑functional teams.
• Technology Savvy: Familiarity with CRM, ERP, and analytics tools.

Career Growth & Learning Opportunities

At brighthush, we believe that your professional development is as important as the work you do. As Senior Manager, you will have access to:

• Executive mentorship programs that pair you with senior leaders across the organization.
• Annual leadership training workshops focused on strategic management, negotiation, and advanced analytics.
• Opportunities to lead cross‑functional projects that span product, sales, and operations.
• Support for industry certifications and conference attendance to keep you at the cutting edge of telecom trends.
• A clear career ladder that can lead to Director of Customer Experience, Vice President of Customer Success, or other executive roles.

Work Environment & Company Culture

brighthush embraces a flexible, remote‑first culture that empowers employees to work from anywhere in the United States. We value work‑life balance, encourage collaboration through virtual collaboration tools, and celebrate achievements with virtual team events and recognition programs. Our inclusive environment welcomes diverse perspectives and fosters a sense of belonging for all team members.

Compensation & Benefits

Salary Range: USD 105,000 – 150,000 per year, commensurate with experience and qualifications. Bonuses & Incentives: Performance‑based bonuses tied to retention metrics and company revenue goals. Benefits Package:

• Comprehensive health, dental, and vision insurance.
• 401(k) retirement plan with company match.
• Generous paid time off (PTO) and flexible holiday schedule.
• Parental leave policy that supports new parents.
• Employee wellness programs, including mental health resources and fitness stipends.
• Professional development stipend and tuition reimbursement.
• Employee stock purchase plan (ESPP) and equity options for eligible roles.

How to Apply

If you are a strategic thinker with a passion for customer success and a proven track record in the telecommunications industry, we want to hear from you. Join brighthush and help shape the future of connectivity for millions of customers worldwide.

Ready to make an impact? Submit your resume and cover letter through our careers portal and let’s start a conversation about how you can lead our Customer Retention team to new heights.