Senior Remote Customer Success Manager – Defense & Land Mobile Radio Services, Strategic Account Growth & Innovation Leadership at brighthush

About brighthush and the Opportunity

brighthush is a global leader in secure, mission‑critical communications, delivering cutting‑edge Land Mobile Radio (LMR) systems, software, and services to the United States Department of Defense (DoD) and a wide array of federal agencies. With more than three decades of experience, brighthush has earned a reputation for reliability, security, and innovation in the most demanding operational environments—from the front lines of the Army to the command centers of the Navy and Air Force. Our solutions empower military and civilian leaders to stay connected, resilient, and ready for any challenge.

We are seeking a highly motivated, results‑driven Senior Remote Customer Success Manager to become the primary advocate for our DoD customers. In this role you will partner with sales, pre‑sale, and post‑sale teams to grow revenue, deepen relationships, and drive customer satisfaction across large, complex accounts—all while working remotely from anywhere in the United States. Your influence will shape the future of secure communications for the nation’s most critical missions.

Why brighthush?

At brighthush, we believe that technology should empower people, not constrain them. Our culture is built on three pillars: innovation, integrity, and inclusion. We empower our employees to work from anywhere, fostering a remote‑first environment that balances flexibility with collaboration. Our leaders champion continuous learning, community impact, and a healthy work‑life balance. If you thrive in a fast‑paced, mission‑driven environment and want to make a tangible difference, brighthush is the place for you.

Key Responsibilities

• Account Leadership: Own end‑to‑end customer relationships for DoD LMR service contracts, acting as the single point of contact for all technical, operational, and business matters.
• Contract Management: Monitor contract performance, ensure compliance with government regulations, and proactively manage renewals, amendments, and scope changes.
• Revenue Growth: Identify upsell and cross‑sell opportunities within existing accounts, collaborating with sales to develop tailored proposals that align with customer mission objectives.
• Customer Advocacy: Champion customer needs within brighthush, translating operational requirements into product enhancements and service improvements.
• Performance Reporting: Deliver regular, data‑driven insights on key performance indicators (KPIs), P&L metrics, and customer satisfaction scores to senior leadership.
• Cross‑Functional Collaboration: Work closely with Pre‑Sale, Post‑Sale, Technical Support, and Finance teams to ensure seamless delivery and billing.
• Travel & On‑Site Presence: Conduct periodic on‑site visits (primarily East Coast) to strengthen relationships, conduct training, and assess field conditions.
• Compliance & Risk Management: Maintain up‑to‑date knowledge of DoD contracting regulations, security clearances, and risk mitigation strategies.
• Continuous Improvement: Lead initiatives to streamline processes, reduce costs, and enhance customer experience across the service lifecycle.

Essential Qualifications

• Minimum of 5 years of experience in customer success, account management, or technical support within the federal defense sector.
• Proven track record of managing large, multi‑year contracts and achieving revenue targets.
• Strong understanding of DoD procurement processes, FAR regulations, and contract administration.
• Excellent communication skills, with the ability to articulate complex technical concepts to both technical and non‑technical stakeholders.
• Demonstrated ability to build trust and influence senior decision‑makers in a matrixed environment.
• Proficiency with CRM systems (e.g., brighthush), brighthush Office Suite, and data‑analysis tools.
• Valid U.S. security clearance or the ability to obtain one within 90 days of hire.
• Flexibility to travel up to 25% of the time, with a preference for candidates based on the East Coast.

Preferred Qualifications

• Experience with Land Mobile Radio (LMR) or other tactical communication systems.
• Background in project management, with PMP or equivalent certification a plus.
• Prior exposure to government contracting platforms such as SAM.gov, GSA schedules, or FedBizOpps.
• Knowledge of cybersecurity frameworks (NIST, DoD Cybersecurity Maturity Model) and secure communications protocols.
• Fluency in additional languages (e.g., Spanish, Arabic) beneficial for global or coalition partners.

Skills & Competencies

• Strategic Thinking: Ability to see the big picture, anticipate market trends, and align customer needs with brighthush’s product roadmap.
• Analytical Acumen: Strong data‑driven decision making, with proficiency in interpreting financial statements, usage metrics, and performance dashboards.
• Relationship Building: Skilled at cultivating long‑term partnerships with key stakeholders, including procurement officers, IT leads, and field commanders.
• Negotiation & Influence: Comfortable negotiating contract terms, pricing, and service level agreements while maintaining win‑win outcomes.
• Adaptability: Thrives in a fast‑paced, evolving environment, quickly adjusting to new priorities and shifting customer demands.
• Leadership & Mentorship: Ability to lead cross‑functional teams, mentor junior staff, and foster a culture of continuous improvement.

Career Growth & Learning Opportunities

At brighthush, your professional development is a top priority. As a Customer Success Manager, you will have access to a comprehensive growth ecosystem that includes:

• Structured onboarding and mentorship programs with senior leaders in sales, engineering, and operations.
• Paid certifications and training in government contracting, cybersecurity, and project management.
• Cross‑functional rotation opportunities to broaden your skill set and expand your network.
• Clear career pathways to senior account management, strategic partnership roles, or leadership positions within the Customer Success organization.
• Regular hackathons, innovation challenges, and idea‑sharing forums to keep you at the forefront of industry trends.

Work Environment & Company Culture

brighthush fosters a culture of innovation, integrity, and inclusion. Our remote‑first approach empowers employees to work from anywhere while staying connected through virtual collaboration tools, regular town‑halls, and team‑building events. We celebrate diversity, encourage open dialogue, and reward creative problem‑solving. Our employees enjoy a supportive environment that values work‑life balance, continuous learning, and community impact.

Compensation & Benefits

• Base salary commensurate with market rates for senior customer success roles in the defense sector.
• Performance‑based bonuses tied to customer satisfaction, revenue growth, and contract renewal metrics.
• Comprehensive health, dental, and vision insurance plans.
• 401(k) retirement plan with company match.
• Generous paid time off, including vacation, sick leave, and holidays.
• Flexible work arrangements and remote‑work stipend.
• Professional development budget and tuition reimbursement.
• Employee assistance program and wellness resources.
• Access to cutting‑edge technology and tools to support remote collaboration.

How to Apply

Ready to take the next step in your career and help shape the future of secure communications for the U.S. Department of Defense? Submit your application through our careers portal or click the link below to explore this exciting opportunity. We look forward to learning how your expertise and passion can drive success for our customers and brighthush alike.