Senior Principal Customer Success Manager – Remote – Driving Adoption & Growth for ESD/SMB Solutions at brighthush

About brighthush

brighthush is a global leader in innovative safety and building technology solutions, dedicated to protecting people and property through cutting‑edge software and hardware. Our mission is to empower facilities and operations teams worldwide with intelligent, data‑driven tools that streamline compliance, enhance safety, and unlock operational efficiencies. As a forward‑thinking organization, we thrive on collaboration, continuous learning, and a culture that celebrates diversity, inclusion, and bold ideas.

Why Join brighthush?

At brighthush, you’ll be part of a dynamic, remote‑first team that is redefining how businesses manage safety and facility operations. We offer:

• Opportunity to shape the future of customer success in a high‑growth industry
• Access to world‑class technology and a portfolio of award‑winning products
• Competitive compensation, performance incentives, and a comprehensive benefits package
• Continuous learning through mentorship, training programs, and industry conferences
• Inclusive, collaborative culture that values every voice and encourages innovation

Key Responsibilities

As the Principal Customer Success Manager, you will lead the strategic partnership between brighthush and our ESD/SMB customer base. Your role will be pivotal in driving adoption, ensuring customer satisfaction, and influencing product strategy.

• Develop and execute medium‑ to long‑term customer success plans that align with business objectives and customer goals.
• Drive adoption of brighthush’s CLSS offerings across ESD/SMB segments, ensuring customers realize maximum value.
• Build and nurture strategic partnerships with key industry players, fostering collaboration and co‑innovation.
• Collaborate with product and engineering teams to identify solution gaps, prioritize feature development, and resolve defects.
• Implement growth strategies to increase share of demand through GTM initiatives, pricing optimization, and enhanced customer support.
• Challenge commercial and portfolio teams on business models, portfolio direction, and new funding opportunities.
• Contribute to strategic planning (STRAP, AOP) with portfolio and commercial leaders, ensuring alignment with company goals.
• Advocate for customer needs across the organization, ensuring a customer‑centric mindset in all decisions.
• Lead cultural change initiatives within sales and customer success teams, promoting best practices and continuous improvement.

Essential Qualifications

We’re looking for a seasoned professional with a proven track record in customer success and operations.

• Bachelor’s degree or equivalent experience with a minimum of 10 years in operations or customer success.
• Deep understanding of ESD operations, including installation, compliance, and scheduling.
• Experience building customer success strategies and driving software adoption in a recurring revenue model.
• Strong business and sales acumen, including budgeting, technology integration, and channel GTM.
• Proven ability to map products to ESD/Facility operations and develop M&A strategies.
• Demonstrated success in leading cultural change within sales and customer success teams.
• Excellent communication, persuasion, and influencing skills.
• High integrity, ethics, and a commitment to diversity and inclusion.

Preferred Qualifications

These additional qualifications will set you apart:

• Experience in the building, healthcare, critical environment, or hospitality sectors.
• Knowledge of software marketplace development and emerging technology trends.
• Prior experience in a large, matrixed organization with a history of innovation.
• Strong analytical and problem‑solving skills, with a disciplined, data‑driven approach.
• Track record of influencing go‑to‑market decisions and discovering new funding models.

Skills & Competencies

• Strategic thinking and long‑term planning
• Customer‑centric mindset with a passion for delivering measurable outcomes
• Cross‑functional collaboration and stakeholder management
• Data analysis and performance metrics interpretation
• Project management and execution under tight deadlines
• Change management and team leadership
• Adaptability in a fast‑paced, evolving industry

Career Growth & Learning Opportunities

At brighthush, your career trajectory is designed to evolve with your ambitions. You’ll have access to:

• Mentorship from senior leaders and industry experts
• Professional development programs, including certifications and conference attendance
• Cross‑functional projects that broaden your skill set and expand your network
• Clear pathways to senior leadership roles within Customer Success, Product Management, or Commercial Strategy

Work Environment & Culture

Our remote‑first model empowers you to work from anywhere while staying connected to a vibrant, collaborative community. We foster:

• Transparent communication and open feedback loops
• Inclusive decision‑making that values diverse perspectives
• Recognition programs that celebrate achievements and milestones
• Flexible work arrangements that support work‑life balance

Compensation & Benefits

While specific figures vary by location, brighthush offers a competitive base salary, performance‑based incentives, and a comprehensive benefits package that includes:

• Employer‑subsidized medical, dental, vision, and life insurance
• Short‑term and long‑term disability coverage
• 401(k) plan with company match
• Flexible Spending Accounts (FSA) and Health Savings Accounts (HSA)
• Employee Assistance Program (EAP) and mental health resources
• Educational assistance and tuition reimbursement
• Paid parental leave, vacation, personal days, and sick leave
• 12 paid holidays and a flexible holiday policy

How to Apply

Ready to lead the next wave of customer success at brighthush? Submit your application through our careers portal or click the link below to explore this exciting opportunity.

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Join brighthush Today

We’re looking for a visionary leader who can turn customer challenges into growth opportunities. If you’re passionate about technology, thrive in a collaborative environment, and want to make a tangible impact on safety and facility operations worldwide, we want to hear from you. Apply now and help shape the future of customer success at brighthush.