Senior Customer Success Manager – Industrial Controls Division – Lifecycle Strategy & Customer Experience Champion – Remote (US) – brighthush

About brighthush

brighthush is a global leader at the crossroads of engineering excellence and customer obsession. With a heritage that spans more than a century, we have powered the world’s most critical infrastructure—power grids, manufacturing plants, and industrial automation systems—through cutting‑edge technology and relentless innovation. Today, brighthush is redefining how customers interact with our products and services, turning complex industrial solutions into seamless, data‑driven experiences that drive operational efficiency, safety, and profitability.

Our Industrial Controls Division (ICD) is the beating heart of this transformation. By integrating advanced analytics, AI‑driven support, and a customer‑centric mindset, ICD delivers a holistic, end‑to‑end lifecycle experience that goes beyond traditional product delivery. As we expand our footprint across North America, we are looking for a visionary Customer Success Manager to lead this evolution and ensure our customers not only meet but exceed their operational goals.

Why Join brighthush?

At brighthush, success is a partnership. We empower our teams to innovate, collaborate, and grow—both professionally and personally. As a Customer Success Manager, you’ll be at the heart of a dynamic, cross‑functional organization that values data‑driven decision making, continuous improvement, and a culture of trust. You’ll have the autonomy to shape strategy, the resources to implement change, and the support of a company that invests heavily in learning, development, and employee well‑being.

We offer a flexible, remote‑first environment that supports work‑life balance while encouraging collaboration through virtual and in‑person gatherings. Our teams celebrate successes, learn from failures, and continuously iterate to deliver the best outcomes for our customers and partners.

Key Responsibilities

As the strategic leader of brighthush’s ICD customer success organization, you will:

• Develop and execute a comprehensive customer success strategy that aligns with brighthush’s growth objectives and customer expectations.
• Lead the Division Sales Engineering, OEM Brand Label, and Post‑Order Support teams, guiding them toward a lifecycle‑based model that delivers measurable value.
• Advocate for customers across the organization, creating a robust feedback loop that captures insights from interactions, performance metrics, and operational data.
• Design differentiated engagement models that prioritize strategic customers and align resources with growth priorities.
• Drive cross‑functional coordination to simplify interactions, improve responsiveness, and elevate the overall customer experience.
• Identify and mitigate emerging risks and recurring pain points, coordinating actions that reduce escalations and enhance outcomes.
• Own the delivery of support and issue resolution throughout the customer lifecycle, ensuring timely, effective resolution.
• Champion technology‑enabled solutions that increase visibility, streamline processes, and improve customer satisfaction.
• Define and own success metrics that evaluate experience, support effectiveness, and commercial execution.
• Represent the customer success organization to customers, sales teams, channel partners, and internal stakeholders, building trust and shared accountability.

Essential Qualifications

To thrive in this role, you must bring:

• A bachelor’s degree in Business, Marketing, Engineering, or a related field from an accredited institution.
• At least 10 years of experience in customer success, commercial leadership, business strategy, product management, sales, or marketing.
• Minimum 3 years of experience managing direct and cross‑functional reports, demonstrating strong leadership and coaching skills.
• At least 2 years of experience developing and implementing organizational strategies, operating models, or transformation initiatives.
• Strong strategic thinking and business acumen, coupled with the ability to balance long‑term priorities with day‑to‑day execution.
• Excellent communication, presentation, and influencing skills across all levels of the organization.
• Proven ability to build trust, alignment, and collaboration across functions without direct authority.
• Experience leading organizational change and building capability in a transforming commercial environment.
• Ability to leverage customer, operational, and business performance data to drive decision‑making and continuous improvement.
• Strong leadership and talent development capabilities, with a track record of building high‑performing teams.
• Experience with ERP and CRM platforms such as brighthush, brighthush, brighthush, brighthush, or similar systems.
• Willingness to travel up to 25% annually to support customers and partners.

Preferred Qualifications

• Advanced degree (MBA or equivalent) from an accredited institution.
• 3+ years of experience supporting OEMs, distributors, channel partners, or complex B2B go‑to‑market environments.
• 3+ years of experience within industrial controls, electrical, automation, or related industrial markets.
• Bilingual proficiency in English and Spanish.

Skills & Competencies

• Strategic vision with the ability to translate it into actionable plans.
• Exceptional problem‑solving skills and a data‑driven mindset.
• Strong stakeholder management and influence across all levels.
• Ability to lead cross‑functional initiatives and drive organizational change.
• Customer‑centric mindset with a passion for improving experience and retention.
• Proficiency in leveraging automation and AI to streamline processes.
• Excellent project management and execution capabilities.
• Strong analytical skills and the ability to interpret complex data sets.
• Adaptability and resilience in a fast‑moving, evolving environment.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is shaped by your ambition and performance. As a Customer Success Manager, you’ll:

• Progress to senior leadership roles such as Director of Customer Success or Vice President of Customer Experience.
• Gain exposure to global markets, cross‑functional teams, and strategic initiatives that influence company direction.
• Participate in continuous learning programs, including leadership development, industry certifications, and technical training.
• Collaborate with senior executives, shaping the future of brighthush’s customer success strategy.
• Lead high‑impact projects that directly influence revenue, customer satisfaction, and operational efficiency.

Work Environment & Company Culture

brighthush fosters a culture of inclusion, innovation, and collaboration. Our values—Integrity, Customer Obsession, Innovation, and Teamwork—guide every decision. You’ll work in a flexible, remote‑first environment that supports work‑life balance while encouraging collaboration through virtual and in‑person gatherings. Our teams celebrate successes, learn from failures, and continuously iterate to deliver the best outcomes for our customers and partners.

Compensation & Benefits

We offer a competitive total rewards package that reflects your experience and the value you bring to brighthush:

• Base Salary ranging from $146,000 to $215,000 per year, commensurate with qualifications and market conditions.
• Variable Incentive Program that rewards performance and aligns your success with the company’s growth.
• Comprehensive Health & Welfare Benefits including medical, dental, vision, and wellness programs.
• Robust Retirement Plans with company matching to secure your financial future.
• Generous Paid Time Off and flexible leave policies to support personal and family needs.
• Access to Learning & Development Resources such as tuition reimbursement, certifications, and leadership training.
• Employee Assistance Programs and mental health support.
• Discounts on brighthush products and services.

Equal Opportunity & Inclusion

brighthush is committed to creating a diverse and inclusive workplace. We provide equal employment opportunities to all candidates, regardless of race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, marital status, or any other protected characteristic. We also support second‑chance employment and provide reasonable accommodations for applicants with disabilities.

How to Apply

Ready to shape the future of customer success at brighthush? Click the link below to submit your application and join a team that values innovation, collaboration, and customer impact.

Apply To This Job

Closing Statement

As the Customer Success Manager for brighthush’s Industrial Controls Division, you will be the catalyst for a customer‑centric transformation that drives measurable value for our clients and our organization. If you are a strategic thinker, a collaborative leader, and a relentless advocate for customer success, we invite you to apply and help us build a brighter future together.