Senior Manager, Customer Retention & Revenue Growth – Championing Loyalty, Upsell, and Leading High‑Performance Teams in Telecom Infrastructure at brighthush

About brighthush

brighthush is a trailblazer in the telecommunications infrastructure arena, redefining how the world stays connected. With a portfolio that spans high‑speed fiber, edge computing, and next‑generation 5G solutions, we empower enterprises, service providers, and public sector organizations to thrive in an increasingly digital economy. Our legacy is built on relentless innovation, uncompromising reliability, and a passion for 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 a world where connectivity is the backbone of every business, customer retention is more than a metric—it is a strategic lever that drives profitability, brand reputation, and sustainable 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. By mastering the art of retention, you will help brighthush maintain its position as the trusted partner for organizations that depend on flawless connectivity.

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. Foster a culture of continuous improvement and data‑driven decision making.
• 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). Own the revenue impact of retention initiatives.
• 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. Serve as the voice of the customer within the organization.
• Data‑Driven Decision Making: Leverage analytics platforms to monitor churn indicators, forecast retention trends, and develop predictive models that inform proactive engagement tactics. Translate data insights into actionable plans.
• Process Optimization: Design and refine retention workflows, ensuring seamless handoffs between support, billing, and technical teams, and continuously improve the customer journey. Implement best practices for retention operations.
• Cross‑Functional Collaboration: Work closely with Marketing, Product Development, and Customer Success to align retention initiatives with broader company objectives. Act as a bridge between functional teams.
• Reporting & KPI Management: Own the monthly and quarterly retention dashboards, presenting insights and action plans to senior leadership. Ensure transparency and accountability across the organization.
• Travel & Representation: Represent brighthush at industry events, customer meetings, and partner conferences (up to 25% travel). Advocate for our retention strategy and build brand credibility.
• Innovation & Thought Leadership: Stay ahead of industry trends, emerging technologies, and best practices in customer retention. Bring fresh ideas to the table and champion continuous innovation.
• Risk Management: Identify potential churn risks early, develop mitigation plans, and collaborate with risk teams to safeguard revenue. Build resilience into the retention strategy.

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 brighthush and brighthush for document creation, spreadsheets, and presentations.
• Experience with CRM platforms (e.g., brighthush) and analytics tools (e.g., brighthush).
• Ability to travel up to 25% of the time for client visits, conferences, and internal meetings.

Preferred Qualifications

• Advanced degree (MBA or equivalent) or professional certifications in Customer Success, Data Analytics, or Project Management.
• Experience leading multi‑disciplinary teams across geographies and time zones.
• Track record of implementing successful churn‑reduction programs that deliver measurable ROI.
• Deep understanding of telecom industry dynamics, including regulatory environments, competitive landscapes, and emerging technologies such as 5G, edge computing, and IoT.
• Proficiency in advanced analytics languages (Python, R) or BI platforms (Power BI, Tableau).

Skills & Competencies

• Strategic Thinking: Ability to translate business objectives 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 relentless focus on delivering value.
• Data Literacy: Comfortable working with large datasets, building predictive models, and deriving insights that drive revenue.
• Change Management: Skilled at navigating organizational change and driving adoption of new processes and tools.
• Communication: Clear, concise, and persuasive in both written and verbal communication across all levels.
• Collaboration: Ability to work effectively with cross‑functional teams and external partners.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is as dynamic as the telecom landscape. As Senior Manager, you will have the opportunity to:

• Progress to Director or Vice‑President of Customer Success, shaping company‑wide strategy.
• Lead cross‑functional initiatives that influence product development, pricing, and go‑to‑market plans.
• Participate in executive leadership forums and contribute to the company’s vision and mission.
• Access continuous learning programs, including leadership development, data science workshops, and industry conferences.
• Mentorship from senior leaders who have built successful careers in telecom and technology.

Work Environment & Culture at brighthush

brighthush is more than a workplace—it is a community of innovators, problem‑solvers, and customer champions. Our culture is defined by:

• Collaboration: Open communication channels, cross‑team projects, and shared success metrics.
• Continuous Learning: Regular knowledge‑sharing sessions, hackathons, and access to industry research.
• Inclusive environment that celebrates diverse perspectives and encourages creative thinking.
• Flexible work arrangements that balance productivity with personal well‑being.
• Recognition programs that celebrate milestones, innovations, and customer impact.

Compensation & Benefits

While the exact figures will be tailored to your experience and qualifications, brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with market standards for senior leadership roles in telecom.
• Performance‑based bonus structure tied to retention metrics, revenue growth, and customer satisfaction.
• Equity or stock‑option plans that align your success with the company’s long‑term value.
• Comprehensive health, dental, and vision insurance, along with wellness programs.
• Generous paid time off, parental leave, and flexible work schedules.
• Professional development budget, conference travel, and certification support.
• Employee assistance programs, mental health resources, and a supportive HR community.

How to Apply

If you are ready to lead a high‑impact team, drive revenue growth, and shape the future of customer experience in the telecom industry, we want to hear from you. Submit your resume and a cover letter that highlights your most significant retention achievements and how you envision driving success at brighthush.