Strategic Customer Success Manager – Public Safety SaaS Platform – Remote (Mid‑Atlantic) – Join brighthush

About brighthush

brighthush is a trailblazing public‑safety technology company that is redefining how law‑enforcement agencies access critical information on the front lines. Leveraging cutting‑edge artificial intelligence, machine learning, and a deep partnership with police leaders, brighthush delivers a cloud‑based platform that empowers officers to make faster, data‑driven decisions while fostering a culture of continuous learning and community engagement.

Founded in 2023, brighthush has already partnered with more than 220 departments across 21 states, helping them reduce operational mistakes, save valuable time, and improve interactions with the communities they serve. Backed by leading venture capital and a network of industry experts, brighthush is on a rapid growth trajectory and is looking for passionate, customer‑centric professionals to join our team.

Why brighthush?

• Mission‑Driven Impact: Every interaction you facilitate helps officers on the street access the right information at the right moment, directly influencing public safety outcomes.
• Fast‑Paced Innovation: As a young, high‑growth SaaS company, you’ll be at the forefront of product development, working closely with engineering, data science, and product teams to shape the next generation of public‑safety tools.
• Collaborative Culture: Our team is built on transparency, continuous feedback, and a shared commitment to excellence. We celebrate wins together and learn from challenges as a unified group.
• Professional Growth: brighthush offers a clear career ladder, mentorship programs, and access to industry conferences, ensuring you can advance from Customer Success Manager to Director or VP of Customer Success.
• Competitive Compensation & Perks: We provide a comprehensive benefits package, including health, dental, vision, 401(k) matching, unlimited PTO, remote‑first flexibility, and a generous equity program.

Position Overview

As a Strategic Customer Success Manager at brighthush, you will be the trusted partner for our public‑safety agency customers throughout their entire lifecycle. You will own the end‑to‑end customer journey—from onboarding and adoption to renewal and expansion—while also driving operational excellence within the Customer Success team. Your role will blend strategic relationship management with hands‑on execution, ensuring that each department maximizes the value of our platform and remains a long‑term advocate for brighthush.

Key Responsibilities

Customer Relationship Management

• Build and nurture strong, long‑lasting relationships with agency stakeholders, including chiefs, IT leads, and frontline supervisors.
• Serve as the primary point of contact for all customer inquiries, ensuring timely, accurate, and empathetic responses.
• Maintain a deep understanding of each agency’s operational goals, challenges, and success metrics.

Onboarding & Implementation Support

• Lead the end‑to‑end onboarding process for new departments, coordinating with Sales, Engineering, and Product to ensure a seamless transition.
• Design and deliver customized training sessions—both virtual and in‑person—to empower agency staff to use the platform effectively.
• Develop and execute rollout plans that align with each agency’s timeline, budget, and resource constraints.

Engagement & Retention

• Proactively monitor usage analytics and engagement metrics to identify adoption gaps and opportunities for upsell.
• Conduct regular check‑ins, business reviews, and strategic workshops to reinforce value and align the platform with evolving agency needs.
• Identify early churn signals, collaborate with the Customer Success Operations team to mitigate risks, and secure long‑term satisfaction.

Renewals & Expansion

• Own the renewal process, preparing compelling renewal proposals that highlight ROI, impact, and future roadmap alignment.
• Collaborate with Sales and Product to identify expansion opportunities, such as additional modules, user seats, or advanced analytics.
• Maintain accurate forecasting and reporting on renewal pipeline and expansion potential.

Customer Success Operations Support

• Partner with the Customer Success Operations lead to refine processes, tools, and workflows that scale with our growing customer base.
• Analyze operational data to uncover trends, bottlenecks, and improvement opportunities across the team.
• Champion best practices for knowledge management, ensuring that insights and lessons learned are captured and shared.

Cross‑Functional Collaboration

• Act as the voice of the customer in product discussions, feeding real‑world feedback to Engineering and Product teams.
• Coordinate with Sales to provide post‑sale support, ensuring a smooth handover and consistent customer experience.
• Work closely with Marketing to develop case studies, testimonials, and success stories that showcase the impact of brighthush.

Essential Qualifications

• Bachelor’s degree in Business, Communications, Public Administration, or a related field (or equivalent professional experience).
• 3–7 years of proven experience in Customer Success, Account Management, or Customer Support within a SaaS environment.
• Strong written and verbal communication skills, with the ability to articulate complex concepts to diverse audiences.
• Exceptional organizational and time‑management abilities, capable of juggling multiple priorities in a fast‑paced setting.
• Demonstrated problem‑solving skills and a proactive, solutions‑oriented mindset.
• Comfortable presenting, training, and engaging with customers both virtually and in person.
• High attention to detail, strong follow‑through, and a commitment to delivering on promises.
• Proficiency with Google Workspace, CRM systems (e.g., Salesforce, HubSpot), and standard business software.
• Flexibility to travel to agency sites for onboarding and support (approximately 20–30% of the year).
• Willingness to conduct customer calls and meetings outside normal business hours to accommodate agency schedules.

Preferred Qualifications

• Experience working with local government or public‑safety agencies.
• Personal connection to law enforcement—through family, friends, or prior service.
• MBA or other advanced degree that demonstrates strategic thinking and business acumen.
• Experience with AI or data‑driven platforms Apply for this job