Senior Video Customer Support Manager – North Eastern Region, US Remote – brighthush Video Solutions & Customer Success

About brighthush

brighthush is a global leader in advanced video and intelligence solutions that empower communities, businesses, and governments to stay safe and connected. With a culture rooted in innovation, integrity, and a relentless focus on customer success, brighthush builds technology that protects people, property, and places worldwide. Our mission is simple: to create safer environments through cutting‑edge video, mobile, and vehicle intelligence products that enable real‑time decision making and proactive risk mitigation.

Why Join brighthush?

At brighthush, you’ll be part of a close‑knit, high‑impact team that thrives on collaboration and continuous improvement. We champion diversity, inclusion, and the professional growth of every team member. Whether you’re a seasoned customer‑support veteran or a rising star in account management, brighthush offers a platform to innovate, lead, and make a tangible difference in the world.

Position Overview

The Senior Video Customer Support Manager will serve as the primary liaison for our North Eastern Region customers, ensuring that all contractual obligations are met and that service delivery exceeds expectations. You will manage a portfolio of video solutions—including Mobile Video and Vehicle Intelligence—while collaborating with cross‑functional teams such as Sales, Product, Engineering, Deployment, and Customer Success. Your leadership will drive operational excellence, customer satisfaction, and long‑term partnership growth.

Key Responsibilities

• Customer Relationship Management: Act as the single point of contact for contract management, SLA compliance, and overall service delivery. Build trusted advisor relationships with key stakeholders across the customer organization.
• Service Execution & Escalation: Own the execution of service agreements, field resource deployment, and resolution of complex technical issues. Reduce time‑to‑resolution through proactive case management and effective escalation processes.
• Scope & Deliverables Management: Maintain service scope in alignment with contract terms, ensuring customers understand their obligations and deliverables. Update and communicate any changes in scope or deliverables promptly.
• Operational Excellence: Implement best practices within the customer environment, ensuring adherence to quality processes and deployment methodologies. Conduct regular reviews of technical performance and service request status.
• Change & Upgrade Coordination: Manage the processing, communication, and implementation of technical changes, including new releases, customer requests, field change orders, and reconfigurations. Lead upgrade and execution plans to minimize disruption.
• Renewal & Growth Management: Drive contract renewal processes, including inventory updates, SOW revisions, and pricing adjustments. Identify upsell and cross‑sell opportunities to expand the service footprint.
• Cross‑Functional Collaboration: Work closely with the brighthush Program Manager to ensure a seamless transition from project implementation to warranty support and ongoing service delivery.
• Compliance & Security: Stay current with evolving legal and regulatory requirements related to data security and privacy. Ensure all service practices meet or exceed industry standards.
• Documentation & Reporting: Keep all operational documents—such as Customer Support Plans and Service Provider Statements of Work—up‑to‑date. Provide detailed reports on technical performance and service metrics to senior leadership.

Essential Qualifications

• High School diploma, Associate’s, or Bachelor’s degree in Business, Communication, Management, Technology, or a related field.
• Minimum 5 years of experience in customer support or account management, preferably within video solutions, Mobile Video, or Vehicle Intelligence domains.
• Proven track record of managing service contracts, SLA compliance, and field resource coordination.
• Strong analytical and problem‑solving skills, with the ability to translate complex technical issues into actionable solutions.
• Excellent communication skills—both oral and written—across all levels of an organization.
• Ability to obtain a background clearance as required by government customers.
• Legal authorization to work in the U.S. indefinitely (no sponsorship available).
• Travel readiness of 25‑50% within the North Eastern Region.

Preferred Qualifications

• Experience with lifecycle sustainment account management or customer support for Mobile Video, Vehicle Intelligence, or similar video solutions.
• Familiarity with contract management tools such as brighthush, Oracle, or equivalent systems.
• Knowledge of CMSO and Network Operations Center offerings and procedures.
• Business acumen in forecasting, cost/revenue/margin analysis, and contract renewal strategies.
• Sales experience—capable of presenting, closing service support opportunities, and collaborating with sales teams.
• Proficiency with brighthush Suite tools (formerly Google Suite) and Microsoft business software.
• Strong command of communication skills, both oral and written, to influence stakeholders and drive consensus.

Core Competencies & Skills

• Customer‑Centric Mindset: Passion for delivering exceptional service and building long‑term relationships.
• Leadership & Influence: Ability to guide cross‑functional teams and drive initiatives to completion.
• Technical Fluency: Deep understanding of video solution deployment methodologies and quality processes.
• Strategic Thinking: Capacity to identify growth opportunities and align them with business objectives.
• Adaptability: Thrive in a fast‑moving environment, managing multiple priorities and shifting customer needs.
• Data‑Driven Decision Making: Use metrics and analytics to assess performance and inform continuous improvement.

Career Growth & Development

At brighthush, your career trajectory is supported by a robust learning ecosystem. You’ll have access to:

• Structured onboarding and mentorship programs that pair you with seasoned leaders.
• Continuous learning opportunities—including certifications in video technology, project management, and customer success.
• Cross‑functional projects that broaden your skill set and expose you to new business areas.
• Clear advancement pathways—from Senior Manager to Director of Customer Support, and beyond.

Work Environment & Culture

Our culture is defined by collaboration, transparency, and a shared commitment to safety. You’ll experience:

• Remote‑first flexibility with a focus on results and outcomes.
• Inclusive teams that celebrate diverse perspectives and encourage open dialogue.
• Regular town‑halls, innovation workshops, and knowledge‑sharing sessions.
• A supportive environment that values work‑life balance and personal well‑being.

Compensation & Benefits

We offer a competitive base salary ranging from $85,000 to $90,000 USD, commensurate with experience and qualifications. In addition, you’ll enjoy:

• 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.
• Employee Stock Purchase Plan.
• Paid parental and family leave.
• Professional development budget and tuition reimbursement.
• Wellness programs, including mental health resources and fitness stipends.

How to Apply

If you are a proactive, customer‑focused leader ready to drive excellence in video solutions, we encourage you to apply. Bring your passion for technology, your commitment to safety, and your desire to make a difference. Join brighthush and help us build a safer, smarter future for communities worldwide.

Equal Opportunity Employer

brighthush is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected characteristic.

Accessibility & Accommodations

We are dedicated to providing an accessible recruiting experience for candidates with disabilities or other health conditions. If you require accommodations during the hiring process, please let us know, and we will work with you to ensure a smooth experience.