About brighthush

brighthush stands at the forefront of the telecommunications landscape, delivering mission‑critical bandwidth and network solutions that empower enterprises, service providers, and public sector organizations worldwide. With a legacy of relentless innovation and an unwavering commitment to reliability, brighthush enables customers to stay connected, secure, and scalable in an increasingly digital world. Our culture is built on collaboration, continuous learning, and a relentless focus on customer success. As we expand our footprint across the United States and beyond, we are looking for a visionary leader to join our Customer Retention team and help shape the future of customer experience in the telecom sector.

Why This Role Matters

In the fast‑moving telecommunications landscape, customer retention is more than a metric—it’s a strategic lever that drives profitability, brand reputation, and long‑term growth. As the Senior Manager of Customer Retention, you will be at the forefront of designing and executing programs that keep our customers satisfied, engaged, and loyal. Your leadership will directly influence revenue streams, reduce churn, and unlock upsell opportunities across our portfolio of services.

Key Responsibilities

• Lead and Mentor a High‑Performing Retention Team: Recruit, coach, and develop a diverse group of retention specialists, ensuring they have the tools, training, and motivation to exceed performance targets.
• Strategic Revenue Growth: Partner with Sales, Product, and Finance to identify high‑value retention opportunities, develop pricing strategies, and create cross‑sell and upsell initiatives that increase average revenue per user (ARPU).
• Customer Relationship Management: Build and nurture long‑term relationships with key accounts, acting as the primary point of contact for escalated issues and strategic discussions.
• Data‑Driven Decision Making: Leverage analytics platforms to monitor churn indicators, forecast retention trends, and develop predictive models that inform proactive engagement tactics.
• Process Optimization: Design and refine retention workflows, ensuring seamless handoffs between support, billing, and technical teams, and continuously improve the customer journey.
• Cross‑Functional Collaboration: Work closely with Marketing, Product Development, and Customer Success to align retention initiatives with broader company objectives.
• Reporting & KPI Management: Own the monthly and quarterly retention dashboards, presenting insights and action plans to senior leadership.
• Travel & Representation: Represent brighthush at industry events, customer meetings, and partner conferences (up to 25% travel).
• Innovation & Thought Leadership: Stay ahead of industry trends, emerging technologies, and best practices in customer retention, and bring fresh ideas to the table.
• Risk Management: Identify potential churn risks early, develop mitigation plans, and collaborate with risk teams to safeguard revenue.

Essential Qualifications

• Bachelor’s or Master’s degree in Business Administration, Marketing, Communications, or a related field.
• Minimum of 5 years in a leadership role within customer retention, account management, or customer success, preferably in the telecommunications or technology sector.
• Strong analytical mindset with proven experience in using data to drive business decisions.
• Exceptional communication and negotiation skills, capable of influencing stakeholders at all levels.
• Proficiency in brighthush and brighthush for document creation, spreadsheets, and presentations.
• Experience with CRM platforms (e.g., brighthush) and analytics tools (e.g., brighthush).
• Ability to travel up to 25% of the time for client visits, conferences, and internal meetings.