Senior Customer Success Manager – Manufacturing & Industrial AI Platform Champion – Driving Continuous Improvement, ROI, and Global Production Excellence at brighthush

About brighthush

brighthush is a pioneering force in industrial digital transformation, turning traditional manufacturing floors into data‑rich, AI‑enabled ecosystems. By embedding real‑time knowledge and predictive analytics directly into the shop floor, we empower operators, supervisors, and plant leaders to capture insights instantly, share best practices, and act on them without delay. Our platform is engineered with the unique rhythms of manufacturing in mind—high‑volume production, stringent quality standards, and the relentless pursuit of operational excellence.

With a footprint that spans more than 3,000 sites across 70+ countries, brighthush partners with global leaders to deliver measurable, sustainable impact. We help plants reduce downtime, improve quality, and accelerate innovation across every shift, every site, and every region. As a fast‑growing member of the brighthush family, you will join a team whose daily work directly shapes the platform that modern manufacturing relies on.

Why Manufacturing Matters in the Digital Age

Manufacturing is the backbone of the global economy, producing everything from everyday household items to critical medical devices. Yet, the industry faces relentless pressure to increase efficiency, reduce waste, and respond swiftly to market changes. Digital transformation—especially the integration of AI and connected worker technologies—offers a powerful solution. At brighthush, we are at the forefront of this shift, providing the tools that enable factories to become smarter, faster, and more resilient.

Role Overview

As a Senior Customer Success Manager at brighthush, you will be the trusted advisor for a portfolio of manufacturing customers. Your mission is to help each site unlock real, measurable value from our platform, guiding them from early adoption through renewal and expansion. You will work closely with senior CSMs, product, sales, and support teams to deliver a seamless, end‑to‑end experience that drives adoption, engagement, and ROI.

Key Responsibilities

• Account Management: Own a portfolio of manufacturing accounts, ensuring high adoption, engagement, and satisfaction throughout the customer lifecycle.
• Relationship Building: Develop deep relationships with operators, supervisors, continuous improvement (CI) leads, and plant managers, gradually expanding influence to senior stakeholders.
• Value Realization: Translate brighthush capabilities into actionable CI and TPM initiatives using our library of playbooks and proven use cases.
• Business Reviews: Conduct regular check‑ins and quarterly business reviews, tracking usage metrics and operational KPIs that matter to each site.
• Issue Resolution: Identify when a customer is stuck, diagnose root causes, and collaborate on practical fixes that keep production moving.
• Expansion & Renewal: Flag upsell opportunities to Account Managers and support renewal conversations, ensuring long‑term partnership success.
• Cross‑Functional Collaboration: Partner with Onboarding, Support, Product, and Sales to deliver a unified, friction‑free customer experience.
• AI‑Enabled Insights: Leverage AI tools to summarize calls, prepare business reviews, and analyze usage data, turning raw information into actionable insights.
• Process Improvement: Share ideas to enhance CS team tools, workflows, and best practices, driving continuous improvement within the Customer Success organization.
• Travel: Visit customer sites up to 20% of the time (typically two visits per quarter) to gain firsthand insight and strengthen relationships.

Essential Qualifications

• 4+ years of experience in a manufacturing environment (Production Supervisor, CI Specialist, Process/Quality Engineer, Maintenance Planner, or Operations Coordinator).
• Working knowledge of Lean, CI, or TPM (a Green Belt or similar certification is a plus).
• Hands‑on experience training people, leading improvement events, or supporting new system rollouts on the shop floor.
• Comfort with operational data (OEE, downtime, scrap) and the ability to translate numbers into actionable business insights.
• Strong organizational skills, capable of managing multiple accounts simultaneously.
• Curiosity about technology and AI—already experimenting with AI tools at work and eager to deepen expertise.
• Excellent written and verbal communication in English (French is a bonus).
• Willingness to travel up to 20% of the time.

Preferred Qualifications

• Experience in SaaS or cloud‑based industrial solutions.
• Background in data analytics or data science, with proficiency in SQL, Python, or similar tools.
• Previous experience in a customer success or account management role within the manufacturing sector.
• Demonstrated ability to influence senior stakeholders and drive cross‑functional initiatives.
• Knowledge of ISO 9001, ISO 14001, or other industry standards.

Skills & Competencies

• Strategic Thinking: Ability to see the big picture and align customer goals with brighthush capabilities.
• Analytical Acumen: Proficiency in dissecting complex data sets to uncover trends and opportunities.
• Communication Mastery: Clear, concise, and persuasive communication across all levels of an organization.
• Problem‑Solving: Creative, solution‑oriented mindset that turns challenges into opportunities.
• Collaboration: Proven track record of working effectively with cross‑functional teams.
• Customer‑Centricity: Deep empathy for customer pain points and a relentless focus on delivering value.
• Adaptability: Comfortable navigating ambiguity and thriving in a fast‑paced, evolving environment.

Day in the Life

Imagine starting your day with a quick sync with the product team to review new feature releases, followed by a virtual coffee with a plant supervisor to discuss real‑world challenges. Mid‑morning, you dive into data dashboards, extracting insights that will inform your next quarterly business review. After lunch, you host a workshop with the plant’s CI team, guiding them through a live demo of a new AI‑driven playbook. The afternoon is a mix of travel planning, email follow‑ups, and a brief call with a senior CSM to align on expansion strategies. Your day ends with a reflection on what worked, what didn’t, and how you can iterate for the next cycle.

Career Growth & Learning

At brighthush, your career path is designed to evolve with your ambitions. Starting as a Senior Customer Success Manager, you can progress to Enterprise CSM, Customer Success Director, or even product leadership roles. We provide:

• Structured career ladder with clear milestones and promotion criteria.
• Robust learning and development budget covering courses, certifications, and industry conferences.
• Regular knowledge‑sharing sessions with product, engineering, and data science teams to stay at the forefront of industrial AI.
• Opportunities to contribute to product roadmap by providing customer insights and feedback.
• Mentorship from senior CSMs and leaders across the organization.

Work Environment & Culture

• Hybrid Work Model: Remote work is available for employees outside a 40 km radius of our headquarters, with optional in‑office days for collaboration.
• Flexible Schedule: Respect for work‑life balance while ensuring customer success.
• Inclusive & Collaborative Culture: Diverse perspectives are valued, and experimentation is encouraged.
• Team Events & Hackathons: Cross‑functional workshops that foster community and innovation.
• Recognition & Rewards: Regular shout‑outs, peer recognition, and performance bonuses.

Compensation & Benefits

• Competitive base salary commensurate with experience, plus performance‑based bonuses.
• Equity options as part of the overall compensation package.
• Comprehensive benefits: health, dental, vision, disability, and life insurance.
• Retirement savings plan with employer contributions.
• Generous paid time off, including vacation, sick leave, and personal days.
• Professional development stipend and access to learning platforms.
• Company‑provided laptop and a home‑office allowance.
• Annual company retreat and team‑building activities.
• Employee referral program with rewards for successful hires.

Why Join brighthush?

At brighthush, you’ll be part of a team that knows manufacturing from the inside out. Senior CSMs will mentor you, and you’ll have a clear path toward senior and enterprise roles as you grow. Your work will be visible on the floor—faster onboarding, fewer repeat problems, and frontline teams that retain and build on their knowledge.

Success Stories

One of our flagship customers, a global automotive supplier, reduced their average downtime by 18% within the first six months of adopting brighthush. By leveraging our AI‑driven insights, their plant managers identified root causes of equipment failures before they occurred, saving millions in lost production. Another customer, a leading consumer electronics manufacturer, accelerated their product launch cycle by 25% by integrating our real‑time knowledge platform into their assembly line, enabling operators to troubleshoot issues instantly.

Global Reach & Sustainability Commitment

Our platform is deployed across 70+ countries, and we are committed to sustainability by helping our customers reduce waste, improve energy efficiency, and comply with environmental regulations. We actively support ISO 14001 initiatives and collaborate with partners to develop greener manufacturing practices.

Diversity & Inclusion

We believe that diverse teams drive innovation. brighthush fosters an inclusive environment where every voice is heard. We actively recruit talent from underrepresented groups and provide ongoing training on unconscious bias and inclusive leadership.

FAQs

• What is the typical travel requirement? Up to 20% of the time, usually two visits per quarter.
• Do I need a manufacturing background? A strong understanding of manufacturing processes is essential, but we also value a passion for technology and customer success.
• What growth opportunities exist? Paths to Enterprise CSM, Customer Success Director, and product leadership roles.
• Is remote work possible? Yes, if you reside outside a 40 km radius of our headquarters.

How to Apply

If you’re ready to help manufacturing plants unlock the full potential of connected worker technology and drive measurable impact, we’d love to hear from you. Submit your application through our careers portal or click the link below to apply directly.

Apply to brighthush Today

Join brighthush – Where Innovation Meets the Shop Floor

At brighthush, we’re not just building software; we’re transforming how industrial teams learn, collaborate, and improve. If you’re passionate about manufacturing, data, and empowering people to achieve more, this is the place for you. Become a key driver of success for our customers and a catalyst for change in the industry.