Senior Remote Software Customer Service Manager – Public Safety Solutions, Technical Account Leadership & Customer Success – Champion Mission‑Critical Communications at brighthush

Welcome to brighthush – Where Innovation Powers Public Safety

At brighthush, we are more than a technology company; we are the backbone of the communities that rely on us to stay safe. Since our founding in 1928, we have evolved from a pioneering radio manufacturer into a full‑stack provider of integrated communication platforms, cloud services, and next‑generation 9‑1‑1 solutions. Our portfolio spans land mobile radio, broadband, and software‑defined networks, empowering first responders, emergency management agencies, and commercial enterprises worldwide. If you are passionate about technology that saves lives, brighthush is the place where your expertise will be celebrated, your ideas will shape the future, and your career will thrive.

Why This Role Matters

The Senior Remote Software Customer Service Manager is the linchpin between state and local public safety agencies and our evolving suite of software products. You will own the health of our customer accounts, ensuring that every deployment, upgrade, and support interaction delivers measurable value. In this role, you’ll be the trusted advisor who translates complex technical concepts into actionable solutions, drives continuous improvement, and safeguards the mission of our public safety partners.

Industry Landscape & Our Impact

Public safety technology is at a pivotal moment. The shift from legacy 7‑1‑1 and 8‑1‑1 systems to cloud‑based, data‑driven 9‑1‑1 architectures is accelerating. Agencies demand real‑time analytics, interoperability across platforms, and resilient communications that can withstand natural disasters and cyber threats. As a leader in this space, brighthush is at the forefront of delivering secure, scalable, and user‑friendly solutions that keep first responders operational when it matters most.

Key Responsibilities

• Account Health Champion: Own the execution of service agreements, monitor key performance indicators, and proactively reduce time‑to‑resolution for all customer tickets.
• Technical Change Lead: Coordinate the planning, communication, and implementation of technical changes—including cloud releases, field change orders, and reconfigurations—ensuring minimal disruption to critical public safety operations.
• Best‑Practice Evangelist: Assess customer environments, recommend industry‑leading practices, and guide teams to adopt standardized processes that enhance reliability and compliance.
• Escalation Manager: Resolve high‑severity incidents, mediate between technical teams and customers, and provide clear, concise explanations of root causes and remediation steps.
• Cross‑Functional Partner: Work closely with Sales, Product, Engineering, Deployment, Customer Success, and Land Mobile Radio Support teams to align on customer goals and deliver integrated solutions.
• Reporting & Analysis: Generate regular technical performance reports, conduct service reviews, and present findings to senior leadership and customer stakeholders.
• Relationship Builder: Cultivate long‑term, value‑added relationships with key decision‑makers, positioning yourself as the go‑to technical advisor for account health and issue resolution.
• Travel & On‑Site Support: Travel up to 25% of the time to client sites, providing on‑ground support, training, and system audits as needed.
• Strategic Insight Provider: Translate customer feedback into product roadmap recommendations, ensuring that our solutions evolve in line with real‑world needs.
• Mentor & Coach: Lead knowledge‑sharing sessions for junior team members, fostering a culture of continuous learning and professional growth.

Essential Qualifications

• High School diploma, Associate’s, or Bachelor’s degree in a related field.
• Minimum of 6 years of public safety software experience, or equivalent experience in legacy and next‑generation 9‑1‑1 environments.
• Demonstrated expertise in the VESTA 9‑1‑1 call‑handling suite or comparable platforms.
• Strong understanding of both legacy (e.g., 7‑1‑1, 8‑1‑1) and next‑generation 9‑1‑1 architectures, including interoperability, data analytics, and cloud migration.
• Legal authorization to work in the United States indefinitely; sponsorship is not available.

Preferred Qualifications & Skills

• Experience managing multi‑state or multi‑agency public safety accounts.
• Proficiency in project management tools (e.g., Jira, ServiceNow) and change‑management frameworks.
• Strong analytical skills with the ability to interpret system logs, performance metrics, and customer feedback.
• Excellent written and verbal communication skills, capable of translating technical jargon into clear, actionable guidance for non‑technical stakeholders.
• Leadership experience, including mentoring junior team members and driving cross‑functional initiatives.
• Certifications such as ITIL, PMP, or Certified Public Safety Professional (CPSP) are a plus.

Skills & Competencies for Success

• Customer‑Centric Mindset: You thrive on solving real‑world problems for first responders and public safety agencies.
• Technical Curiosity: You stay up‑to‑date with emerging communication standards, cloud technologies, and data‑driven analytics.
• Strategic Thinking: You can see the big picture while managing day‑to‑day operational details.
• Adaptability: You’re comfortable navigating ambiguous situations and pivoting quickly in a fast‑paced environment.
• Collaboration: You work seamlessly with engineering, product, and sales teams to deliver integrated solutions.
• Problem‑Solving: You approach challenges methodically, using data and creative thinking to find optimal solutions.
• Communication: You articulate complex technical concepts to diverse audiences, from field technicians to executive stakeholders.

Career Growth & Learning Opportunities

At brighthush, your career path is not limited to a single role. As a Senior Remote Software Customer Service Manager, you’ll have the chance to:

• Advance into senior account management or technical program management positions.
• Lead cross‑functional initiatives that shape the future of public safety technology.
• Participate in continuous learning programs, including certifications, workshops, and industry conferences.
• Mentor new hires and contribute to the development of brighthush’s knowledge base and best‑practice playbooks.
• Influence product roadmap decisions through direct customer feedback and technical insights.
• Explore opportunities in global account management, product strategy, or enterprise architecture.

Learning & Development Resources

We believe that growth is a shared responsibility. To support your professional journey, brighthush offers:

• Annual budget for industry certifications (ITIL, PMP, CPSP, etc.).
• Access to a curated library of technical courses, webinars, and e‑learning modules.
• Regular knowledge‑sharing sessions, “Lunch & Learn” events, and internal hackathons.
• Mentorship programs pairing you with senior leaders across the organization.
• Opportunities to present at industry conferences, representing brighthush and sharing best practices.

Work Environment & Culture

brighthush is committed to fostering an inclusive, collaborative, and flexible work environment. As a fully remote role, you’ll enjoy:

• Flexible work hours that accommodate different time zones and personal commitments.
• Access to a robust virtual collaboration ecosystem, including Slack, Teams, and Zoom.
• Regular virtual town halls, team‑building events, and cross‑departmental hackathons.
• A culture that values transparency, continuous improvement, and a healthy work‑life balance.
• Annual in‑person retreats that bring the remote community together for strategy, learning, and celebration.

Compensation & Benefits

While specific salary ranges are determined by experience and market conditions, brighthush offers a competitive total rewards package that includes:

• Base salary plus performance‑based incentive bonus plans.
• Comprehensive medical, dental, and vision coverage.
• 401(k) plan with company match.
• 10 paid holidays and generous paid time off (PTO) accrual.
• Employee Stock Purchase Plan (ESPP) to share in brighthush’s growth.
• Paid parental and family leave, supporting work‑life integration.
• Fully remote work setup, with stipends for home office equipment and high‑speed internet.
• Wellness stipend, mental health resources, and access to virtual fitness classes.

How to Apply

If you’re ready to bring your expertise to a company that shapes the future of public safety, we’d love to hear from you. Click the link below to submit your application and join a team that values innovation, impact, and personal growth.

Apply to brighthush Today

Join brighthush – Where Technology Meets Service

At brighthush, you’ll be part of a mission‑driven organization that empowers communities worldwide. Your work will directly influence the safety and resilience of public safety agencies, ensuring that first responders have the tools they need to protect lives. If you’re passionate about technology, dedicated to customer success, and eager to grow in a dynamic, remote environment, this is the role for you.

Take the next step in your career and help us build the future of public safety. Apply now and become a key player in a company that truly makes a difference.