Remote Strategic Customer Success Manager – Aerospace & Defence Enterprise – Driving Adoption, ROI, and Growth at brighthush

About brighthush

brighthush is a trailblazing AI‑powered software company that empowers mechanical engineering teams to accelerate product development and bring life‑changing innovations to market faster than ever before. Founded in 2017, brighthush has grown into a vibrant, high‑growth organization with a global footprint and a culture that prizes curiosity, collaboration, and relentless execution. Our flagship platform transforms complex engineering workflows, enabling aerospace, defence, and other high‑tech industries to unlock new levels of efficiency, safety, and competitiveness.

As a Remote‑First company, brighthush offers the flexibility to work from anywhere in the United States while staying connected to a world‑class team of engineers, product leaders, and customer success experts. We believe that the best ideas come from diverse perspectives, so we actively foster an inclusive environment where every voice is heard and every contribution matters.

Why This Role Matters

The Strategic Customer Success Manager (CSM) is the linchpin of our post‑sale journey for complex aerospace and defence enterprise customers. In this role, you will own the end‑to‑end experience for our most critical accounts, ensuring that they realize measurable ROI, achieve high adoption rates, and become advocates for brighthush’s platform. Your work will directly influence revenue retention, expansion, and the long‑term health of our customer base.

Key Responsibilities

• Revenue Stewardship – Own gross revenue retention (GRR) across your portfolio of aerospace and defence accounts, driving net revenue growth (NRR) and account expansion through strategic initiatives.
• Strategic Success Planning – Define, communicate, and execute a clear customer success strategy that aligns with each client’s business objectives and brighthush’s expansion roadmap.
• Executive Engagement – Build and nurture relationships with C‑suite and senior technical leaders, mapping stakeholders and orchestrating executive success plans that deliver tangible outcomes.
• Business Reviews & Impact Reporting – Lead structured executive business reviews (EBRs) that translate platform usage into quantifiable business impact, reinforcing the value proposition and uncovering upsell opportunities.
• Outcome Coaching – Mentor customers to take ownership of their success metrics, challenge the status quo, and unlock higher ROI through best‑practice adoption.
• Project & Implementation Management – Manage timelines, milestones, and cross‑functional deliverables to maximize product adoption and customer value, ensuring a smooth implementation journey.
• Urgency & Execution – Drive outcomes with a bias for urgency, balancing quality execution with rapid time‑to‑value for our clients.
• Sales Collaboration – Partner with Sales on growth strategy, account planning, and renewal execution, aligning go‑to‑market (GTM) efforts for maximum impact.
• Risk Management – Identify early warning signs, develop action plans, and elevate risks with urgency to protect customer health and revenue.
• Data‑Driven Insight – Leverage usage analytics, customer feedback, and adoption metrics to inform strategy, measure success, and continuously improve the customer experience.
• Advocacy & Case Studies – Support champions in creating internal case studies, testimonials, and advocacy programs that accelerate adoption and expansion across the industry.
• Change Management – Partner with customers to drive change management, optimize engineering workflows, and accelerate time‑to‑value.
• Deal Support – Work with Sales on late‑stage deals to shape rollout plans, success metrics, and post‑sale integration.
• Internal Maturity & Playbooks – Contribute to the development of CS playbooks, onboarding assets, and scalable frameworks that elevate the overall maturity of the customer success organization.
• Cross‑Functional Leadership – Act as a leader across the GTM organization, modeling cross‑functional alignment, ownership, and high performance.

Essential Qualifications

• 7+ years of experience in Customer Success, Strategic Consulting, or Enterprise Account Management within high‑ACV SaaS environments.
• Proven track record of driving enterprise transformation and value realization across global Fortune 1000 accounts.
• Deep understanding of customer journey orchestration and success planning in complex, regulated industries such as aerospace and defence.
• Experience partnering with Sales to shape and execute multi‑threaded expansion strategies in large, matrixed organizations.
• Familiarity with navigating complex procurement, security, and compliance processes in enterprise accounts.
• Strong executive presence, communication, and presentation skills.
• Comfortable operating in fast‑paced, high‑growth environments with ambiguity and rapid change.
• Highly organized, data‑driven, and accountable with a strong sense of ownership.
• Experience supporting engineering or manufacturing customers (CAD, PLM, or technical tools) in aerospace and defence.
• Background in vertical SaaS (e.g., construction tech, industrial IoT, logistics) is a plus.
• Ability to translate product functionality into customer value in a technical domain.
• Energetic problem‑solver who thrives on solving complex customer challenges.
• Confidence in leading strategic conversations with clarity and impact.
• Proficiency in cross‑functional collaboration, even in ambiguous territory.
• Operational mindset that balances urgency with risk mitigation.
• Skill in translating product signals into actionable customer strategy.

Preferred Qualifications

• Experience in the aerospace or defence sector, with a deep understanding of industry regulations, supply chain dynamics, and mission‑critical requirements.
• Prior success in a land‑and‑expand SaaS model, driving upsell and expansion revenue.
• Knowledge of AI/ML technologies and their application in engineering workflows.
• Fluency in data analytics tools (e.g., Tableau, Power BI) and CRM platforms (e.g., Salesforce, HubSpot).
• Background in building and scaling customer success teams, including hiring, coaching, and performance management.
• Experience with global, multi‑region account management and cross‑border regulatory compliance.

Skills & Competencies

• Strategic Thinking & Visionary Planning
• Executive‑Level Relationship Management
• Data Analysis & Insight‑Driven Decision Making
• Project Management & Implementation Leadership
• Change Management & Adoption Enablement
• Cross‑Functional Collaboration & Influence
• Communication & Storytelling
• Problem Solving & Critical Thinking
• Adaptability & Resilience in Ambiguous Environments
• Customer‑Centric Mindset & Empathy

Career Growth & Learning Opportunities

At brighthush, your career trajectory is as dynamic as the technology we build. As a Strategic CSM, you will:

• Progress into senior leadership roles such as Director of Customer Success or VP of Customer Experience.
• Lead cross‑functional initiatives that shape product strategy, go‑to‑market plans, and industry partnerships.
• Mentor and coach junior CSMs, building a high‑performing team that sets industry standards.
• Participate in executive‑level strategy sessions, influencing the future direction of brighthush.
• Access continuous learning resources, including industry conferences, certifications, and internal knowledge hubs.

Work Environment & Culture at brighthush

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

• Remote flexibility with a focus on results, not hours.
• Inclusive collaboration across global teams.
• Open communication channels and regular feedback loops.
• A commitment to work‑life balance, mental health, and well‑being.
• Recognition of individual contributions and collective achievements.
• A passion for solving complex, high‑impact challenges in aerospace and defence.

Compensation, Perks, and Benefits

While specific figures vary by experience, we offer a competitive total rewards package that includes:

• Base salary commensurate with market rates for senior CSM roles in the aerospace and defence sector.
• Performance‑based bonuses tied to revenue retention, expansion, and customer satisfaction metrics.
• Equity options that allow you to share in brighthush’s long‑term success.
• Comprehensive health, dental, and vision insurance for you and your family.
• 401(k) plan with company match to support your future financial goals.
• Generous paid time off, including vacation, sick leave, and personal days.
• Flexible work hours and a fully remote work environment.
• Learning stipend for courses, certifications, and industry events.
• Well‑being resources such as virtual fitness classes, mental health support, and wellness reimbursements.
• Annual company retreats and team‑building activities to strengthen collaboration and camaraderie.

How to Apply

If you are a seasoned Customer Success professional with a passion for aerospace and defence, and you thrive in a fast‑paced, high‑impact environment, we want to hear from you. Join brighthush and help shape the future of engineering innovation.

Ready to take the next step? and become a pivotal part of our mission to accelerate engineering excellence worldwide.