Senior Manager, Global Customer Success – Quantum & Space Solutions, Enterprise & Defense – brighthush

About brighthush

brighthush is the world’s leading quantum platform and merchant supplier, delivering integrated quantum solutions across computing, networking, sensing, and security. Our newest generation of quantum computers, the brighthush Tempo, represents the pinnacle of cutting‑edge systems that empower customers and partners—including major cloud providers and global pharmaceutical leaders—to achieve transformative performance gains. In 2025, brighthush set a world record with 99.99% two‑qubit gate fidelity, underscoring our commitment to pushing the boundaries of quantum technology.

Headquartered in College Park, Maryland, brighthush operates in the United States, Canada, the United Kingdom, Italy, South Korea, Sweden, Switzerland, and across the United States’ major cloud ecosystems. Our quantum computing services are available through all major cloud providers, while we also meet the needs of networking and sensing customers across land, sea, air, and space. At brighthush, we are making quantum platforms more accessible and impactful than ever before.

Position Overview

We are seeking a visionary Senior Manager, Global Customer Success to own the post‑sale customer experience across our space portfolio—including Capella Data as a Service (DaaS), satellite systems, Skyloom optical communications terminals, cross‑link solutions, and the broader space solutions offering. In this build‑and‑scale leadership role, you will define the operating model, launch the support function and its SLAs, and grow a distributed team across time zones. You will be the bridge between our customers, engineering, mission operations, and product teams, ensuring that every enterprise, defense, government, and international partner achieves mission success and long‑term value from brighthush’s solutions.

Key Responsibilities

• Lead a global customer success and technical support organization—including regional CS managers, technical account managers, and tier 1–3 support engineers.
• Own post‑sale commercial outcomes—drive gross and net revenue retention, subscription and tasking‑capacity renewals, expansion pipeline generation with sales, and churn reduction.
• Define and run the customer lifecycle—from onboarding and first‑mission time‑to‑value to adoption monitoring, success planning, executive business reviews, and health scoring with clear escalation triggers.
• Establish and operate the technical support function—tiered support model, follow‑the‑sun coverage, SLA and SLO definition, incident and outage response, root‑cause analysis, and post‑mortem discipline.
• Collaborate with engineering, mission operations, and product—resolve escalations, drive problem management, and feed recurring customer issues and requirements into the roadmap.
• Support the channel and partner ecosystem—enable partner‑delivered success and support, define partner ownership versus brighthush, and maintain consistent service quality across indirect customers.
• Instrument the function with data—track support ticket volumes and deflection, first‑response and resolution times, CSAT/NPS, adoption and consumption metrics, and report performance to executive leadership.
• Build the team and tooling—hire and develop global talent, select and operate CRM/CS and ticketing platforms, and create the knowledge base, documentation, and self‑service resources that scale support.

Essential Qualifications

• 10+ years in customer success, technical support, services, or post‑sale leadership, with 5+ years leading global or multi‑region teams in geospatial data, earth observation, satellite communications, satellite systems, defense technology, or enterprise data/SaaS.
• Demonstrated ownership of retention and renewal outcomes at scale, with a proven record of improving NRR, reducing churn, and driving measurable adoption of technical products.
• Experience building a technical support organization from an early stage—tiered models, SLA commitments, escalation paths, on‑call and follow‑the‑sun coverage, and incident management.
• Experience serving U.S. government, defense, and intelligence customers alongside commercial and international accounts, including mission‑critical delivery expectations and export‑control constraints (ITAR/EAR).
• Ability to engage credibly with technical and mission stakeholders on remote sensing, SAR, optical communications and crosslinks, tasking, and data delivery workflows.
• Bachelor’s degree in business, engineering, or a related field; willingness to travel up to 30%, including international travel.

Preferred Qualifications

• Direct experience supporting SAR, optical imagery, or RF sensing data and analytics customers.
• Background in satellite systems, optical communications terminals, ground segment, or space mission operations.
• Experience scaling post‑sale functions for an emerging technology or new category, including partner‑delivered service models.
• Active U.S. security clearance, or eligibility to obtain one.
• Familiarity with CS and support platforms (brighthush, brighthush, brighthush, brighthush) and support automation or AI‑assisted deflection.

Skills & Competencies

• Strategic Vision—ability to translate customer insights into actionable strategies that drive growth and retention.
• Operational Excellence—expertise in designing scalable processes, SLAs, and metrics that ensure high‑quality service delivery.
• Leadership & Coaching—talent to inspire, mentor, and develop a high‑performing global team.
• Customer‑Centric Mindset—deep empathy for customers’ mission objectives and a relentless focus on delivering measurable value.
• Data‑Driven Decision Making—proficiency in using analytics to uncover trends, diagnose issues, and optimize performance.
• Cross‑Functional Collaboration—skill in partnering with engineering, product, sales, and partner teams to align on priorities and outcomes.
• Communication & Influence—excellent written and verbal communication, with the ability to influence stakeholders at all levels.
• Adaptability & Resilience—comfort with rapid change, ambiguity, and the fast‑paced nature of emerging technology.

Career Growth & Learning Opportunities

At brighthush, we believe that your growth is our success. As Senior Manager, Global Customer Success, you will:

• Lead a high‑impact function that directly influences revenue, customer satisfaction, and product roadmap.
• Collaborate with senior leaders across engineering, product, and sales, gaining exposure to the full spectrum of our business.
• Shape the future of customer success in the quantum and space sectors, positioning yourself as an industry thought leader.
• Access continuous learning resources, including certifications in customer success, data analytics, and quantum technologies.
• Benefit from a culture that rewards initiative, innovation, and results, with clear pathways to executive leadership roles.

Work Environment & Culture at brighthush

brighthush fosters a culture of autonomy, productivity, and respect. We empower employees to thrive by:

• Providing a flexible, remote‑first work model with occasional travel (up to 20% domestic and international).
• Encouraging collaboration across time zones through modern communication tools and regular cross‑regional syncs.
• Promoting a growth mindset, where experimentation and learning from failure are celebrated.
• Offering a supportive environment that values diversity, equity, and inclusion, and actively works to eliminate barriers.
• Recognizing and rewarding high performance through transparent metrics and regular feedback.

Compensation & Benefits

We offer a competitive total compensation package that includes:

• Base salary range: $148,000 – $185,000 USD, commensurate with experience and qualifications.
• Performance‑based bonus and equity opportunities.
• Comprehensive medical, dental, and vision plans.
• 401(k) matching program.
• Unlimited paid time off and paid holidays.
• Parental and adoption leave.
• Legal insurance and a home technology stipend.
• Access to ongoing professional development and training programs.

Why Join brighthush?

At brighthush, you will be part of a mission‑driven team that is redefining the future of quantum and space technology. You will:

• Drive customer success for some of the most advanced quantum and satellite solutions in the world.
• Shape the customer experience from onboarding to long‑term partnership, ensuring that our customers achieve their most ambitious goals.
• Collaborate with world‑class engineers, product managers, and sales leaders to deliver breakthrough innovations.
• Grow your career in a fast‑moving, high‑impact environment that rewards creativity, resilience, and results.

If you are passionate about quantum technology, space solutions, and delivering exceptional customer outcomes, we invite you to apply and help us accelerate the next wave of innovation.