Senior Manager, Customer Retention – Driving Revenue Growth, Customer Success, and Sustainable Business Outcomes in a High‑Performance Telecom Environment

About brighthush

brighthush is a global leader in delivering mission‑critical bandwidth solutions that power the world’s most transformative companies. With a 141,000‑mile network spanning North America and Europe, we provide dark fiber, private data networks, wavelengths, Ethernet, and dedicated Internet access to wireless and wireline carriers, media, technology, finance, healthcare, and other large enterprises. Our infrastructure fuels innovation, supports digital transformation, and keeps the world connected. At brighthush, we are relentless in our pursuit of world‑class customer excellence, and we believe that the heart of our success lies in the relationships we build with our customers.

Why Join brighthush?

As a Senior Manager of Customer Retention, you will be at the forefront of shaping how we nurture and grow our most valuable relationships. You will lead a high‑performing team of Customer Account Managers, set ambitious yet achievable goals, and create a culture of ownership and accountability that drives revenue growth and customer satisfaction. In this role, you will:

• Own recurring revenue and net revenue retention, ensuring that our customers stay engaged and that we capture every opportunity for expansion.
• Coach, mentor, and develop a diverse team of account managers, fostering a collaborative environment that reduces churn and maximizes performance.
• Collaborate closely with Sales, Finance, Product, and Service Delivery to align strategies and deliver seamless customer experiences.
• Lead data‑driven initiatives that uncover upsell and cross‑sell opportunities, proactively mitigate revenue risk, and continuously improve both customer and business outcomes.
• Represent brighthush in high‑level client meetings, driving strategic conversations and ensuring that escalations are resolved swiftly and effectively.

Key Responsibilities

Revenue & Relationship Management

• Oversee recurring revenue streams and net revenue retention, partnering with Sales to identify and secure renewal opportunities.
• Develop and execute renewal strategies that align with customer goals and business objectives.
• Analyze churn metrics, identify root causes, and implement corrective actions to reduce attrition.

Team Leadership & Development

• Recruit, hire, and onboard top talent, ensuring a high‑performing and diverse Customer Account Manager team.
• Provide ongoing coaching, mentorship, and professional development to elevate skill sets across all functional areas.
• Implement performance management processes, set clear KPIs, and conduct regular performance reviews.
• Foster a culture of continuous improvement, encouraging team members to share best practices and innovative ideas.

Strategic Collaboration & Execution

• Build and maintain deep, meaningful relationships with key customer segments and internal business partner teams.
• Lead cross‑functional initiatives that drive customer success, product adoption, and revenue expansion.
• Present performance insights, strategy updates, and quarterly results to stakeholders and executive leadership.
• Adapt departmental plans and priorities to address resource constraints and operational challenges.

Process & Continuous Improvement

• Own the continuous experience improvement program, managing scope, milestones, engagement, execution, and change management.
• Identify process gaps, propose enhancements, and lead implementation of best practices across the Customer Retention function.
• Ensure compliance with company policies, procedures, and business plans while maintaining flexibility to adapt to changing priorities.

Essential Qualifications

• Bachelor’s or Master’s degree in Business, Communications, or a related field (or equivalent combination of education and experience).
• Minimum of 5 years of progressive leadership experience in customer success, account management, or related roles.
• At least 7 years of experience in the telecommunications industry, with a deep understanding of bandwidth, fiber, and network services.
• Proven track record of recruiting, developing, and retaining high‑performing teams.
• Exceptional written, verbal, and listening communication skills.
• Strong negotiation and closing skills, with a history of securing renewals and upsell opportunities.
• Advanced analytical and quantitative abilities, with proficiency in data analysis tools and dashboards.
• Proficiency in Microsoft Office (Word, Excel, PowerPoint) and Google Workspace, with a strong grasp of internet, email, and web browsers.
• Ability to travel up to 25% of the time for client meetings and industry events.

Preferred Qualifications

• Experience leading customer retention or customer success functions in a large, complex organization.
• Knowledge of CRM platforms (e.g., Salesforce) and customer success tools.
• Experience with financial modeling, forecasting, and revenue analytics.
• Demonstrated ability to influence cross‑functional teams and senior leadership.
• Strong presentation, organizational, and time‑management skills.
• Experience managing continuous improvement programs and change management initiatives.

Skills & Competencies

• Strategic Thinking – Ability to see the big picture and translate it into actionable plans.
• Customer Advocacy – Passion for understanding customer needs and turning insights into tangible value.
• Leadership & Coaching – Talent for developing people, building high‑performing teams, and fostering a culture of accountability.
• Data‑Driven Decision Making – Proficiency in using metrics and analytics to guide strategy and measure success.
• Collaboration & Influence – Skill in building relationships across functions and influencing stakeholders at all levels.
• Change Management – Experience leading process improvements and driving adoption of new practices.
• Resilience & Adaptability – Ability to thrive in a fast‑paced, evolving environment.

Career Growth & Learning Opportunities

At brighthush, we invest in our people. As Senior Manager, Customer Retention, you will:

• Progress into senior leadership roles such as Director of Customer Success or Vice President of Customer Experience.
• Participate in executive‑level strategy sessions, gaining exposure to the broader business and industry trends.
• Access to continuous learning programs, including leadership development, industry certifications, and technical training.
• Opportunity to lead cross‑functional initiatives that shape the future of our customer experience and product roadmap.

Work Environment & Company Culture

brighthush thrives on collaboration, innovation, and a customer‑centric mindset. Our remote‑first culture empowers you to work from anywhere in the continental United States while staying connected through virtual collaboration tools, regular town‑halls, and team‑building events. We celebrate diversity, encourage open dialogue, and reward creativity. Our employees enjoy:

• Flexible work hours and a results‑oriented approach.
• Regular virtual coffee chats with leadership and peers.
• Access to a digital learning hub and mentorship programs.
• Recognition programs that celebrate achievements and milestones.

Compensation & Benefits

Base Salary Range: $105,000 – $150,000 USD per year (depending on experience, location, and qualifications).

In addition to a competitive base salary, you may be eligible for:

• Discretionary annual incentive plan (for non‑sales roles).
• Sales incentive plan (for sales‑aligned 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 work stipend.
• Professional development budget and tuition reimbursement.
• Wellness programs, including mental health resources and gym memberships.

Equal Opportunity & Inclusion

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

How to Apply

Ready to take the next step in your career and help shape the future of customer retention at brighthush? Click the link below to submit your application and join a team that values innovation, collaboration, and customer success.

Apply to This Job

Additional Information

We will keep this posting active for at least three days, extending the posting by an additional three days until the position is filled. If you have any questions about the role or the application process, feel free to reach out to our recruiting team.

Biometric Data & Privacy

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

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