Senior Customer Success Manager – North America – Digital Manufacturing & Defense Solutions Lead – Championing Rapid Production, Operational Excellence, and Customer Success at brighthush

About brighthush

brighthush is at the forefront of the digital‑manufacturing revolution, blending cutting‑edge software, advanced fabrication techniques, and defense‑grade technology into a unified, end‑to‑end ecosystem. By weaving together 3D printing, CNC machining, additive‑manufacturing (AM) software, and intelligent logistics, we empower mission‑critical components to be produced on demand, wherever they are needed. Our platform connects digital inventories, production systems, and supply‑chain workflows, slashing lead times from weeks to hours. This agility not only boosts military readiness but also accelerates innovation across aerospace, automotive, medical devices, and consumer electronics.

We are evolving from a pure software provider into a full‑stack solution and ecosystem partner that spans hardware, software, and manufacturing networks. At brighthush, we believe technology should be as adaptable and resilient as the systems it supports. That philosophy drives everything we do—from product design to customer engagement, from engineering to operations, and from strategy to execution.

Why This Role Matters

As the operational anchor for our North American portfolio, the Senior Customer Success Manager will be the linchpin that keeps mission‑critical software running, supply chains secure, and customer feedback looped back into product evolution. Your work will directly influence the effectiveness of defense partners, industrial clients, and government agencies that rely on our solutions to maintain readiness and operational excellence. In a world where the speed of innovation can be the difference between success and failure, your role will help shape the future of how critical components are produced and deployed.

Role Overview

Reporting directly to the Senior Technical Project Manager for North America, you will operate in a fully remote capacity with limited travel. Your core mission is to deeply understand the operational needs of our North American customers and translate those insights into tailored software solutions. You will partner with clients throughout their lifecycle—from pre‑sales engagement and technical demos to post‑deployment support and continuous improvement. Your influence will span the entire customer journey, ensuring that every touchpoint delivers value, drives adoption, and fuels product innovation.

Key Responsibilities

• Customer Support & Pre‑Sales: Provide expert technical support to North American clients, troubleshoot issues, and collaborate with the sales team to deliver compelling software demonstrations and pre‑sales technical discussions.
• Project Execution: Lead end‑to‑end project delivery, engaging with clients and internal stakeholders from kickoff to successful closure. Ensure deliverables meet technical and operational scope, and that timelines and budgets are adhered to.
• Requirements & Scoping: Gather detailed technical requirements, scope project activities, define realistic timelines, and estimate activity durations. Translate business needs into actionable technical specifications.
• Cross‑Functional Collaboration: Partner with engineering, product, and operations teams to capture customer feedback, drive product enhancements, and develop technical proposals that align with market demands.
• GovCloud Management: Assist in the management of US GovCloud instances, ensuring compliance with security protocols and maintaining high availability for government customers.
• Continuous Improvement: Identify opportunities to streamline processes, improve customer satisfaction scores, and reduce time‑to‑value for new deployments.
• Metrics & Reporting: Own key performance indicators (KPIs) such as Net Promoter Score (NPS), Customer Satisfaction (CSAT), adoption rates, and renewal metrics. Provide regular insights to leadership and use data to drive decision‑making.
• Thought Leadership: Represent brighthush at industry events, webinars, and user groups. Share best practices, case studies, and success stories that showcase the impact of our solutions.
• Security & Compliance Oversight: Ensure all customer engagements adhere to DoD, FedRAMP, CMMC, and NIST standards. Maintain documentation and audit readiness for all projects.
• Team Mentorship: Coach junior customer success and support staff, fostering a culture of continuous learning and high performance.

Essential Qualifications

• US citizenship (required for GovCloud access and security clearance).
• Bachelor’s degree in Engineering, Computer Science, or a related field (or equivalent practical experience).
• Minimum of 5 years of experience in technical application support, customer success, or project management delivering software solutions to enterprise customers.
• Proven track record of operating within the defense and security sector, with a solid engineering foundation in design, simulation, scanning, and conventional manufacturing processes.
• Hands‑on experience with software implementation, systems deployment, and both agile and traditional project management tools.
• Exceptional communication, presentation, and client‑facing skills, coupled with a proactive, solution‑oriented mindset.
• Strong analytical skills and the ability to translate complex data into actionable insights.
• Experience managing or coordinating GovCloud or other regulated cloud environments.
• Knowledge of DoD 8570/8140 personnel security standards and the ability to maintain a valid security clearance.

Preferred Qualifications

• Experience with additive manufacturing (AM) software and workflows.
• Prior exposure to GovCloud environments and related compliance frameworks.
• Knowledge of supply‑chain digitization and logistics integration.
• Demonstrated ability to translate complex technical concepts into clear, actionable insights for non‑technical stakeholders.
• Certifications such as PMP, ScrumMaster, or equivalent project management credentials.
• Experience in a high‑growth startup or scale‑up environment.
• Familiarity with ISO 9001, ISO 27001, SOC 2, and other quality and security standards.
• Experience with data privacy regulations such as GDPR, HIPAA, and PCI DSS.

Skills & Competencies

• Technical Acumen: Deep understanding of manufacturing technologies, digital twins, and cloud‑based production platforms.
• Project Management: Ability to manage multiple concurrent projects, prioritize tasks, and deliver on time and within budget.
• Customer‑Centric Mindset: Passion for solving customer problems and turning feedback into tangible product improvements.
• Collaboration: Comfortable working cross‑functionally with engineering, product, sales, and operations teams in a distributed environment.
• Adaptability: Thrives in a fast‑paced, evolving industry where new technologies and market demands emerge rapidly.
• Strategic Thinking: Ability to see the big picture, anticipate future needs, and align customer success initiatives with business objectives.
• Data‑Driven Decision Making: Proficiency in using analytics tools to monitor performance, identify trends, and recommend improvements.
• Communication: Excellent written and verbal communication skills, with the ability to influence stakeholders at all levels.
• Leadership: Proven ability to mentor and inspire a high‑performing team, fostering a culture of accountability and continuous improvement.

Career Growth & Learning Opportunities

At brighthush, we are committed to fostering continuous learning and professional development. As a Senior Customer Success Manager, you will:

• Gain exposure to cutting‑edge manufacturing technologies and defense‑grade software solutions.
• Collaborate with senior leaders and subject‑matter experts across engineering, product, and operations.
• Participate in cross‑regional knowledge‑sharing sessions, enabling you to broaden your technical and business perspective.
• Access internal training programs, certifications, and industry conferences to stay ahead of emerging trends.
• Progress into senior leadership roles such as Director of Customer Success, Head of North America, or Product Management leadership positions.
• Lead initiatives that shape the future of our product roadmap and customer experience strategy.
• Earn performance‑based bonuses and equity that reflect your impact on the company’s growth.

Work Environment & Culture at brighthush

We are a truly distributed, multinational team that values respect, diversity, and collaboration. Our culture is built on:

• Autonomy & Ownership: You will have the freedom to make decisions and take ownership of your projects from day one.
• Flexibility: 100% remote work with flexible hours that accommodate different time zones and personal commitments.
• Inclusive Collaboration: Regular virtual town halls, team‑building events, and cross‑functional workshops keep us connected and aligned.
• Innovation‑Driven: We encourage experimentation, rapid prototyping, and continuous improvement across all functions.
• Supportive Leadership: Transparent communication, mentorship, and a clear path for career advancement.
• Community & Impact: Opportunities to contribute to open‑source projects, industry standards, and community initiatives that advance the field of digital manufacturing.
• Diversity & Inclusion: A commitment to building a workforce that reflects the communities we serve, with inclusive hiring practices and an environment where all voices are heard.

Compensation, Perks, and Benefits

While specific figures are tailored to experience and market conditions, brighthush offers a competitive total rewards package that includes:

• Competitive base salary and performance‑based bonuses.
• Comprehensive health, dental, and vision insurance.
• 20 days of paid time off (PTO) plus all U.S. federal holidays and major holiday eves.
• Remote work setup allowance to equip you with the tools you need for success.
• Annual company retreats and team‑building events that foster camaraderie and innovation.
• Professional development budget for courses, certifications, and industry conferences.
• Access to a robust employee assistance program and wellness resources.
• Equity or stock‑option plans aligned with company growth and your contributions.
• Flexible work arrangements and a culture that values work‑life balance.
• Paid volunteer time to support community and environmental initiatives.

Application Process

Ready to make a tangible impact on defense readiness and industrial innovation? Follow these steps to apply:

1. Submit your résumé and a cover letter that highlights your experience in customer success, defense, or digital manufacturing.
2. Complete our online application through the brighthush careers portal.
3. Participate in a virtual screening interview with the hiring manager.
4. Complete a technical case study or demo to showcase your problem‑solving and communication skills.
5. Meet with cross‑functional leaders (engineering, product, sales) to discuss how you will drive customer success.
6. Receive a formal offer and onboarding schedule.

Conclusion

At brighthush, you will be at the forefront of a technological revolution that is reshaping how critical components are produced and deployed. Your expertise will help secure supply chains, enhance operational efficiency, and drive continuous product improvement for some of the most demanding customers in the world. If you are a proactive, solution‑oriented professional with a passion for technology, defense, and customer success, we invite you to join our mission‑driven team and help us build a more resilient future.