Senior Strategic Customer Success Manager – Enterprise Voice & Telecom Solutions Lead, Driving Growth & Innovation at brighthush

About brighthush

brighthush is a global pioneer in customer communications, empowering more than 200,000 businesses—from fintech leaders to ride‑hailing giants—to connect with their customers through a unified, AI‑infused cloud platform. Our suite of mobile messaging, voice, and email services delivers seamless, secure, and scalable interactions that drive engagement, loyalty, and revenue growth. At brighthush, we believe that every conversation matters, and we are committed to building the most reliable, innovative, and customer‑centric communications infrastructure in the world.

Why Join brighthush?

As a rapidly expanding technology company, brighthush offers a dynamic, collaborative environment where your ideas shape the future of customer experience. We champion a culture of Dream Big, Win Together, Keep It Simple, and Make It Happen. Our teams thrive on curiosity, ownership, and a relentless focus on delivering measurable value to our clients.

Position Overview

We are seeking an experienced, results‑driven Senior Strategic Customer Success Manager to lead our most complex, high‑impact enterprise voice accounts. In this role, you will act as the trusted commercial and technical advisor for brighthush’s largest voice customers, ensuring they achieve their business objectives through our cutting‑edge voice solutions. You will partner closely with Sales, Technical Account Management, Engineering, and Network Operations to orchestrate cross‑functional initiatives, drive renewals, and uncover growth opportunities.

Key Responsibilities

• Account Leadership & Growth: Own a portfolio of enterprise voice accounts, managing day‑to‑day relationships, renewals, and upsell opportunities. Develop and execute account plans that align with each customer’s long‑term goals.
• Strategic Consulting: Translate customer business objectives into actionable voice solutions. Conduct regular business reviews, identify value‑add opportunities, and present strategic recommendations to C‑suite stakeholders.
• Technical Advocacy: Leverage deep knowledge of SIP trunking, interconnect, and API integrations to diagnose and resolve complex technical challenges. Serve as the primary liaison between customer engineering teams and brighthush’s technical resources.
• Risk Management & Churn Prevention: Monitor account health metrics, proactively identify risks, and implement mitigation plans that safeguard retention and loyalty.
• Cross‑Functional Collaboration: Coordinate with Sales, Technical Account Management, Engineering, Network Operations, and Support to deliver seamless, end‑to‑end customer experiences.
• Contract Negotiation: Lead renewal and upsell negotiations, balancing customer satisfaction with brighthush’s commercial objectives.
• Voice of the Customer: Collect, analyze, and communicate customer feedback to product and service teams, driving continuous improvement.
• Travel & On‑Site Engagement: Travel as needed to meet customers on‑site, ensuring deep relationship building and firsthand insight into their operational environments.

Essential Qualifications

• Minimum 8 years of progressive experience in customer success, account management, or technical account management within the voice, telecom, or CPaaS space.
• Strong working knowledge of SIP trunking, interconnect, and API integrations, with the ability to discuss technical details confidently with engineering teams.
• Proven track record of managing multiple high‑profile enterprise accounts, driving renewals, and achieving growth targets in a fast‑paced environment.
• Exceptional communication, negotiation, and presentation skills, capable of articulating complex concepts to both technical and executive audiences.
• Analytical mindset with meticulous attention to detail; comfortable using data to drive decisions and measure success.
• Leadership and mentoring abilities, inspiring cross‑functional teams and fostering a collaborative culture.
• Proficiency in written and spoken English.
• Willingness to travel and spend time on‑site with customers as required.

Preferred Qualifications

• 12+ years of experience or 6+ years with a master’s degree.
• Experience in a high‑growth, technology‑driven organization.
• Background in enterprise sales or strategic account management.
• Knowledge of cloud‑native voice architectures and real‑time communication protocols.
• Experience with customer success metrics, dashboards, and reporting tools.

Core Competencies & Skills

• Strategic Account Management: Build peer‑level relationships across the customer organization, engaging confidently with the C‑suite.
• Technical Acumen & Problem Solving: Frame technical issues clearly, anticipate risks, and own outcomes from the customer’s perspective.
• Success Planning & Churn Prevention: Define success plans tied to desired outcomes, examine health metrics, and implement mitigation plans.
• Negotiation & Commercial Insight: Lead contract negotiations, balancing satisfaction with brighthush’s commercial goals.
• Account Planning & Governance: Own the Client Account Plan, track performance, and lead regular business reviews.
• Renewals & Growth: Own renewal processes, identify upsell opportunities, and partner with Sales to close deals.
• Stakeholder Alignment: Build consensus among internal and external stakeholders, adapting communication style to the audience.
• Voice of the Customer: Gather feedback and translate it into actionable insights for product and service improvements.

Career Growth & Learning Opportunities

At brighthush, your professional development is a priority. You will have access to:

• Structured mentorship programs with senior leaders.
• Regular training on emerging voice technologies, cloud platforms, and customer success best practices.
• Opportunities to lead cross‑functional initiatives and influence product roadmap.
• Clear career pathways to senior leadership roles within Customer Success, Product, or Sales.

Company Culture & Work Environment

brighthush thrives on a culture of innovation, transparency, and collaboration. We value:

• Inclusivity: A diverse workforce where every voice is heard.
• Agility: Rapid decision‑making and a willingness to experiment.
• Work‑Life Balance: Flexible remote work options and generous paid time off.
• Community Impact: Paid volunteer time and community engagement initiatives.

Compensation & Benefits

While specific figures may vary by location and experience, the estimated total annual on‑target earnings (OTE) for this role range from $155,000 to $193,750. The base salary ranges from $124,000 to $155,000, with a target commission opportunity of 25% of annualized base salary. In addition to competitive pay, brighthush offers:

• Comprehensive medical, dental, and vision plans, including telehealth services.
• Employee Assistance Program with free virtual counseling.
• Roth and pre‑tax 401(k) options with employer match.
• Generous paid time off and flexible remote work.
• Paid parental leave and family planning support.
• Volunteer time off and community service incentives.
• Discounts on retail, entertainment, and more through our Reward+ program.

How to Apply

Ready to shape the future of customer communications? Submit your application through our career portal. We review applications until October 21, 2026, and may extend the deadline based on candidate evaluation.

Join brighthush Today

As a Senior Strategic Customer Success Manager, you will be at the forefront of delivering transformative voice solutions to our most influential enterprise customers. Your expertise will drive customer success, revenue growth, and product innovation. If you are passionate about technology, thrive in a fast‑moving environment, and want to make a tangible impact, we encourage you to apply and become part of the brighthush story.

We look forward to exploring how your vision and experience can help us continue to connect businesses with customers worldwide.