Senior Video Customer Support Manager – North Eastern Region, US Remote – Driving Customer Success, Service Excellence, and Innovation at brighthush

About brighthush

At brighthush, we believe that every breakthrough begins with people. We are a global, close‑knit community united by a relentless pursuit to help keep people safer everywhere. Our mission is to build and connect cutting‑edge technologies that protect people, property, and places. From safer schools and hospitals to secure businesses and resilient communities, our solutions foster the collaboration that is critical for a safer world. Join us and help shape a future where safety is built into every interaction.

Position Overview

The Senior Video Customer Support Manager is a pivotal role within brighthush’s Global Services organization, specifically in the North America Managed & Support Services division. This senior leadership position is responsible for the day‑to‑day management of customer contracts and relationships for our flagship video solutions, including Mobile Video and Vehicle Intelligence product lines. You will be the single point of contact for our customers, ensuring that contractual obligations are met, service levels are exceeded, and long‑term customer success is achieved.

Why This Role Matters

In a world where video technology is becoming the backbone of safety and operational efficiency, the Video Customer Support Manager is the linchpin that connects our customers to the full value of our solutions. By delivering exceptional expertise, coordinating cross‑functional resources, and driving continuous improvement, you will directly influence customer satisfaction, retention, and revenue growth.

Key Responsibilities

• Customer Relationship Leadership: Serve as the primary liaison for all customer interactions, building trust and becoming the go‑to advisor for service delivery and technical strategy.
• Contract & SLA Management: Oversee the entire lifecycle of service agreements, ensuring compliance with SLAs, timely resolution of incidents, and proactive communication of performance metrics.
• Cross‑Functional Collaboration: Partner with Sales, Product, Engineering, Deployment, Customer Success, and On‑Site Servicing teams to align on customer needs and deliver integrated solutions.
• Operational Excellence: Implement best practices across customer environments, drive corrective actions, and continuously improve processes to reduce time‑to‑resolution.
• Change & Release Management: Coordinate technical changes, including new releases, customer requests, field change orders, and reconfigurations, ensuring seamless execution and minimal disruption.
• Performance Reporting: Generate detailed reports on technical performance, open service requests, and trend analysis to inform strategic decisions.
• Renewal & Upsell Management: Lead the renewal process for all assigned contracts, identify upsell and cross‑sell opportunities, and collaborate with the brighthush Program Manager to transition projects from implementation to warranty support.
• Regulatory & Security Oversight: Stay current with evolving data security best practices and regulatory requirements, ensuring all customer engagements comply with industry standards.
• Documentation & Knowledge Management: Maintain up‑to‑date operational documents such as Customer Support Plans and Service Provider Statements of Work.

Essential Qualifications

• Minimum of 5 years of experience in lifecycle sustainment account management or customer support for video solutions (Mobile Video, Vehicle Intelligence, or similar).
• Strong understanding of brighthush products and services, with the ability to translate technical capabilities into business value.
• Proficiency with contract management tools such as Oracle, SCDR, or Q2SC.
• Deep knowledge of CMSO and Network Operations Center (NOC) offerings, procedures, and communication protocols.
• Demonstrated ability to forecast revenue, manage cost structures, and achieve contract renewal and service growth targets.
• Excellent sales acumen: experience in building relationships, delivering presentations, and closing service support opportunities.
• Proficiency in Google Workspace and Microsoft Office Suite.
• High school diploma or equivalent; Associate’s or Bachelor’s degree in Business, Communication, Management, or Technology preferred.
• U.S. legal authorization to work indefinitely; background clearance capability for government customers.

Preferred (but not mandatory) Skills

• Experience with video solution deployment methodologies and quality assurance processes.
• Strong written and verbal communication skills, with a proven track record of creating compelling proposals and presentations.
• Ability to collaborate with cross‑functional teams and influence stakeholders at all levels.
• Comfortable with travel (25‑50% of the time) to meet customers and support on‑site engagements.

What You’ll Gain at brighthush

• Career Growth: As a senior manager, you will have the opportunity to shape the future of our video services portfolio, mentor junior team members, and influence strategic direction.
• Learning & Development: Access to continuous learning programs, certifications, and industry conferences to keep you at the forefront of video technology and customer success.
• Impactful Work: Your efforts will directly contribute to safer communities, stronger businesses, and more resilient infrastructure.
• Collaborative Culture: Work in a supportive environment that values transparency, innovation, and a people‑first mindset.
• Competitive Compensation: Base salary range of $85,000 – $90,000 USD, with performance‑based incentives and a comprehensive benefits package.

Compensation & Benefits

In addition to a competitive base salary, brighthush offers a robust benefits package designed to support your health, well‑being, and financial security:

• Medical, Dental, and Vision coverage
• 401(k) with company match
• Paid time off, including 10 paid holidays and generous PTO
• Employee Stock Purchase Plan
• Incentive bonus plans tied to individual and company performance
• Paid parental and family leave
• Professional development stipend and tuition reimbursement
• Wellness programs and mental health resources
• Flexible work arrangements and remote work options

Our Culture at brighthush

We pride ourselves on a culture that is inclusive, collaborative, and forward‑thinking. At brighthush, you will find:

• A commitment to diversity, equity, and inclusion, ensuring every voice is heard and valued.
• Opportunities to work on high‑impact projects that make a tangible difference in people’s lives.
• A supportive environment that encourages innovation, experimentation, and continuous improvement.
• Regular team events, knowledge sharing sessions, and community outreach initiatives.

How to Apply

If you are passionate about delivering world‑class customer support, thrive in a fast‑paced environment, and want to be part of a mission‑driven organization, we encourage you to apply today. Bring your expertise, your curiosity, and your commitment to excellence to brighthush, and help us build a safer future for all.

To apply, please submit your resume and a cover letter outlining why you are the ideal candidate for this role. We look forward to exploring how you can contribute to our success.

EEO Statement: brighthush is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other legally protected characteristic.