Senior Remote Federal DoD Customer Success Manager – Driving Strategic Account Leadership, Revenue Growth, and Service Excellence at brighthush

About brighthush

brighthush is a trailblazer in secure, mission‑critical communications for the U.S. Department of Defense and federal agencies. With a legacy of innovation that spans more than three decades, we empower the nation’s most demanding customers to operate with confidence, leveraging cutting‑edge technology and a deep commitment to service excellence, integrity, and continuous learning. As we expand our footprint across the federal landscape, we are looking for a dynamic, results‑driven Customer Success Manager to join our remote team and help shape the future of defense communications.

Why This Role Matters

In the high‑stakes world of federal communications, the success of our customers directly influences national security. As a Remote Federal DoD Customer Success Manager, you will be the linchpin between brighthush’s advanced Land Mobile Radio (LMR) solutions and the federal customers who rely on them. Your strategic vision, data‑driven approach, and relationship‑building skills will directly influence customer satisfaction, contract renewal, and revenue growth. You’ll collaborate with cross‑functional teams—sales, engineering, field support, and finance—to ensure that every federal account receives world‑class service, timely support, and continuous value.

Key Responsibilities

• Account Leadership: Own a portfolio of federal DoD accounts, serving as the primary point of contact for all service‑related matters and ensuring a seamless customer experience.
• Service Contract Management: Oversee LMR service contracts, ensuring compliance with contractual terms, SLAs, and regulatory requirements while proactively managing risk.
• Relationship Building: Cultivate deep, trusted relationships with key stakeholders—procurement officers, technical leads, and senior decision‑makers—across the DoD, positioning brighthush as a strategic partner.
• Revenue Growth: Identify upsell and cross‑sell opportunities within existing accounts, driving service sales growth and contributing to brighthush’s P&L.
• Data‑Driven Decision Making: Leverage Oracle, Salesforce, and Microsoft Office tools to analyze performance metrics, forecast revenue, and report on customer health.
• Travel & Regional Focus: Travel 25–50% of the time, with a preference for the Eastern U.S. region, to conduct on‑site visits, product demonstrations, and training sessions.
• Collaboration: Partner with Sales, Technical Support, and Finance to resolve escalations, develop account plans, and align on strategic initiatives.
• Continuous Improvement: Provide feedback to product and engineering teams on customer needs, driving enhancements that increase satisfaction and retention.
• Compliance & Risk Management: Ensure all activities comply with DoD regulations, security protocols, and internal policies.
• Reporting & Forecasting: Prepare regular account status reports, P&L updates, and quarterly forecasts for senior leadership.

Essential Qualifications

• Bachelor’s degree in Business, Engineering, Communications, or a related field, or equivalent experience.
• Minimum of 5 years of experience in customer success, account management, or sales within the federal or defense sector.
• Proven track record of managing large, complex service contracts and driving revenue growth.
• Strong understanding of DoD procurement processes, contracting vehicles, and security clearance requirements.
• Advanced proficiency with Oracle, Salesforce, and Microsoft Office Suite (Excel, PowerPoint, Outlook).
• Excellent communication, negotiation, and presentation skills, with the ability to influence senior stakeholders.
• Data‑driven mindset: ability to analyze metrics, identify trends, and translate insights into action.
• Self‑motivated, highly organized, and comfortable working remotely with a flexible schedule.
• Valid U.S. passport and willingness to travel 25–50% of the time.

Preferred Qualifications

• Experience with LMR or other mission‑critical communication systems.
• Knowledge of DoD acquisition cycles, including IDIQs, RFPs, and RFQs.
• Previous exposure to Oracle Service Cloud or similar enterprise service platforms.
• Security clearance at the Secret level or higher.
• Experience in a high‑growth, technology‑driven environment.

Core Skills & Competencies

• Strategic Thinking: Ability to develop long‑term account plans that align with both customer objectives and brighthush’s business goals.
• Customer Advocacy: Passion for delivering exceptional service and turning customer challenges into opportunities.
• Analytical Acumen: Proficiency in data analysis, forecasting, and performance measurement.
• Project Management: Skilled at coordinating cross‑functional initiatives, managing timelines, and ensuring deliverables.
• Adaptability: Comfortable navigating a fast‑paced, evolving defense environment.
• Team Collaboration: Strong interpersonal skills and a collaborative mindset to work effectively with remote teams.

Career Growth & Learning Opportunities

At brighthush, your professional development is a top priority. As a Remote Federal DoD Customer Success Manager, you’ll have access to:

• Structured onboarding and mentorship programs with senior leaders.
• Regular training on the latest LMR technologies, defense acquisition processes, and customer success best practices.
• Opportunities to lead cross‑functional projects, enhancing your leadership and project management experience.
• Clear career pathways into senior account management, sales leadership, or product strategy roles.
• Participation in industry conferences, webinars, and certification programs (e.g., PMP, Certified Customer Success Manager).

Work Environment & Culture at brighthush

brighthush thrives on a culture of innovation, collaboration, and purpose. Even though you’ll be working remotely, you’ll feel part of a vibrant, global team that values:

• Open communication and transparency across all levels.
• Work‑life balance, with flexible scheduling to accommodate personal commitments.
• Recognition and rewards for high performance and customer impact.
• Inclusive and diverse workplace where every voice is heard.
• Commitment to sustainability and social responsibility.

Compensation, Perks, and Benefits

While specific figures vary based on experience and location, brighthush offers a competitive total rewards package that typically includes:

• Base salary commensurate with market rates for senior customer success roles.
• Performance‑based bonuses tied to account growth, customer satisfaction, and P&L impact.
• Health, dental, and vision insurance plans.
• 401(k) retirement plan with company match.
• Generous paid time off, including vacation, sick leave, and holidays.
• Remote work stipend to support home office setup.
• Professional development budget for courses, certifications, and conferences.
• Employee wellness programs and mental health resources.

How to Apply

If you’re ready to take your career to the next level by partnering with a leading defense communications provider, we want to hear from you. Submit your application through the link below, and let’s explore how you can help brighthush deliver unparalleled service to our federal customers.

Apply to brighthush Today

Join brighthush – Where Innovation Meets Service Excellence

At brighthush, you’ll be part of a mission‑driven organization that values expertise, integrity, and a relentless pursuit of customer success. Your work will directly impact the readiness and effectiveness of the nation’s defense forces. If you’re passionate about technology, customer advocacy, and strategic growth, we invite you to apply and become a key contributor to brighthush’s continued success.