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

About brighthush

brighthush is a trailblazer in the safety and building technology sector, delivering intelligent, data‑driven solutions that protect people, property, and operations worldwide. With a portfolio that blends cutting‑edge software, robust hardware, and cloud‑native services, we empower facilities managers, safety professionals, and operations teams to streamline compliance, elevate safety standards, and unlock operational efficiencies. Our mission is simple yet ambitious: to make every building safer and every operation smoother through technology that learns, adapts, and anticipates.

Why brighthush is the Place to Grow Your Career

At brighthush, we’re not just a company; we’re a movement. We’re a remote‑first, high‑growth organization that thrives on collaboration, continuous learning, and a culture that celebrates diversity, inclusion, and bold ideas. If you’re looking for a role that blends strategy, technology, and customer impact, you’ll find it here.

• Shape the future of customer success in a rapidly evolving industry.
• Work with award‑winning products that set industry standards.
• Earn a competitive base salary, performance incentives, and a comprehensive benefits package.
• Benefit from mentorship, training programs, and access to industry conferences.
• Join an inclusive, collaborative culture that values every voice and encourages innovation.

Key Responsibilities

As the Senior Principal Customer Success Manager, you will be the strategic partner between brighthush and our ESD/SMB customer base. Your influence will drive adoption, satisfaction, and product evolution.

• Strategic Success Planning – Design and execute medium‑ to long‑term customer success roadmaps that align with both brighthush’s objectives and each customer’s unique goals.
• Adoption Leadership – Champion the adoption of brighthush’s CLSS offerings across the ESD/SMB segments, ensuring customers realize maximum value and ROI.
• Strategic Partnerships – Build and nurture relationships with key industry players, fostering collaboration, co‑innovation, and joint go‑to‑market initiatives.
• Product & Engineering Collaboration – Work closely with product and engineering teams to surface solution gaps, prioritize feature development, and resolve defects that impact customer success.
• Growth Strategy Implementation – Drive initiatives that increase share of demand through GTM tactics, pricing optimization, and enhanced customer support.
• Commercial & Portfolio Advocacy – Challenge commercial and portfolio teams on business models, portfolio direction, and new funding opportunities to ensure customer needs are at the core.
• Strategic Planning Contribution – Contribute to strategic planning (STRAP, AOP) with portfolio and commercial leaders, ensuring alignment with company goals.
• Customer Advocacy – Serve as the voice of the customer across the organization, ensuring a customer‑centric mindset in all decisions.
• Culture & Change Leadership – Lead cultural change initiatives within sales and customer success teams, promoting best practices, continuous improvement, and a high‑performance mindset.

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.