Senior Customer Success Manager – Strategic Account Leadership & Retention Champion for Manufacturing Solutions at brighthush – Driving Revenue Growth, Innovation, and Customer Success Excellence

About brighthush

brighthush is a global pioneer in manufacturing technology, redefining how industry leaders harness data, analytics, and intelligent automation to unlock operational excellence. Our portfolio spans predictive maintenance platforms, end‑to‑end production orchestration suites, and AI‑driven quality control tools that empower automotive, aerospace, consumer goods, and industrial equipment manufacturers to reduce downtime, optimize resource utilization, and create new revenue streams. With a presence across North America, Europe, and Asia, we partner with industry pioneers to deliver cutting‑edge tools that transform production lines into data‑driven, high‑performance ecosystems.

At brighthush, we don’t just build products – we build lasting partnerships. Our culture is rooted in innovation, collaboration, and continuous growth. We celebrate diverse perspectives, encourage bold ideas, and reward impact. When you join our team, you’ll enjoy:

• Competitive base salary plus performance‑based bonuses that reward measurable impact.
• Comprehensive health, dental, and vision plans with generous employer contributions.
• Flexible work arrangements, including fully remote options and a results‑oriented approach.
• Generous paid time off, sick leave, and parental leave policies that support work‑life balance.
• Ongoing professional development through tuition reimbursement, certifications, and internal training programs.
• Access to the latest technology and tools that empower customer success teams to deliver measurable value.
• Employee wellness programs, including virtual fitness classes, mental health resources, and wellness stipends.

Why brighthush is the Future of Manufacturing Technology

Manufacturing is undergoing a seismic shift. Digital twins, real‑time analytics, and AI‑powered decision engines are no longer optional—they’re essential for staying competitive. brighthush sits at the intersection of these trends, providing solutions that help factories become smarter, more agile, and more profitable. Our customers rely on us to turn raw data into actionable insights, streamline operations, and unlock new revenue streams. As a Senior Customer Success Manager, you will be the bridge between our cutting‑edge technology and the manufacturing leaders who depend on it.

Your Impact as a Senior Customer Success Manager

In this role, you will be the primary advocate for our high‑value accounts, ensuring they realize maximum value from our solutions and services. You will collaborate closely with sales, product, and support teams to deliver a seamless, end‑to‑end customer experience that exceeds expectations. Your strategic vision and operational excellence will directly influence customer retention, upsell revenue, and the overall success of our manufacturing partners.

Key Responsibilities

• Account Leadership: Own a portfolio of strategic accounts, serving as the single point of contact for all customer success initiatives and ensuring alignment with business objectives.
• Retention & Growth: Develop and execute account plans that increase customer lifetime value, upsell new features, and expand usage across the organization.
• Business Reviews: Conduct quarterly business reviews (QBRs) with C‑suite stakeholders, presenting data‑driven insights, ROI metrics, and future roadmaps that demonstrate tangible value.
• Customer Advocacy: Champion customer needs within brighthush, translating feedback into product enhancements and service improvements that drive satisfaction.
• Cross‑Functional Collaboration: Partner with sales, product, engineering, and support teams to resolve issues, launch new initiatives, and align on strategic priorities.
• Data Analysis & Reporting: Leverage CRM and analytics tools to track usage, identify trends, and forecast renewal probabilities, providing actionable insights to stakeholders.
• Training & Enablement: Deliver onboarding sessions, best‑practice workshops, and ongoing training to ensure customers fully adopt our solutions and achieve their goals.
• Travel & On‑Site Visits: Travel as needed (up to 20% of the time) to client sites for relationship building, workshops, and product demonstrations.
• Strategic Planning: Work with senior leadership to shape the customer success strategy, identify growth opportunities, and influence product roadmap decisions.
• Risk Management: Proactively identify potential churn risks, develop mitigation plans, and collaborate with support to resolve issues before they impact the customer.
• Change Management: Guide customers through technology upgrades and process changes, ensuring smooth transitions and minimal disruption.
• Innovation Advocacy: Stay ahead of industry trends and emerging technologies, recommending innovative solutions that keep customers competitive.

Essential Qualifications

• Bachelor’s degree in Business, Marketing, Sales, or a related field.
• Minimum of 5 years of experience in sales operations, CRM management, account management, or customer service within a B2B environment.
• Proven track record of managing high‑value accounts and driving retention in a manufacturing or industrial context.
• Advanced proficiency in brighthush Office Suite (Excel, PowerPoint, Outlook) and brighthush CRM platforms (brighthush CRM, brighthush CRM, or similar).
• Strong analytical skills with the ability to interpret data and translate findings into actionable strategies.
• Excellent communication, presentation, and negotiation skills, capable of engaging C‑level executives.
• Self‑motivated, results‑driven, and comfortable working in a fast‑paced, remote environment.
• Demonstrated ability to manage multiple initiatives simultaneously while meeting deadlines.
• Experience with SaaS delivery models and subscription‑based revenue streams.

Preferred Qualifications

• Experience in the manufacturing, automotive, aerospace, or industrial equipment sectors.
• Knowledge of ERP, MES, or other manufacturing technology platforms.
• Certifications in Customer Success Management (CSM), Six Sigma, or related disciplines.
• Fluency in additional languages (e.g., Spanish, German, Mandarin) is a plus.
• Experience with data‑driven customer success frameworks and advanced analytics tools.
• Background in change management or implementation consulting.

Core Skills & Competencies

• Strategic Thinking: Ability to see the big picture and align customer goals with brighthush’s vision.
• Relationship Building: Proven skill in cultivating trust and rapport with diverse stakeholders.
• Problem Solving: Quick to diagnose issues, propose solutions, and drive resolution.
• Project Management: Manage multiple initiatives simultaneously while meeting deadlines.
• Data‑Driven Decision Making: Use metrics and KPIs to guide actions and measure success.
• Adaptability: Thrive in a dynamic environment with evolving customer needs.
• Communication: Articulate complex ideas clearly to both technical and non‑technical audiences.
• Leadership: Inspire and guide cross‑functional teams toward shared objectives.
• Influence & Negotiation: Persuade stakeholders and secure buy‑in for initiatives.
• Change Management: Lead customers through transitions with minimal disruption.

Career Growth & Development at brighthush

At brighthush, your career trajectory is supported by a robust learning ecosystem. You’ll have access to:

• Mentorship programs pairing you with senior leaders across product, engineering, and sales.
• Internal certification tracks in customer success, product management, and data analytics.
• Cross‑functional project assignments that broaden your skill set and expose you to new business domains.
• Annual innovation challenges where you can propose and pilot new customer success initiatives.
• Global conferences and industry events to keep you at the forefront of manufacturing technology trends.

Work Environment & Company Culture

brighthush thrives on a culture of transparency, collaboration, and continuous improvement. Our remote‑first model means you can work from anywhere while staying connected through:

• Weekly all‑hands meetings that keep the entire organization aligned.
• Monthly hackathons where teams prototype solutions to real customer challenges.
• Quarterly town halls featuring guest speakers from the manufacturing and tech sectors.
• Peer‑to‑peer learning circles focused on emerging technologies and best practices.
• Inclusive hiring practices that celebrate diversity in all its forms.

Compensation, Perks, and Benefits

While specific figures vary by location and experience, you can expect:

• A competitive base salary that reflects your expertise and the value you bring.
• Performance‑based bonuses tied to customer retention, upsell revenue, and satisfaction metrics.
• Equity options that allow you to share in the company’s long‑term success.
• Full coverage of health, dental, and vision plans with generous employer contributions.
• Flexible paid time off, sick leave, and parental leave policies.
• Tuition reimbursement for courses and certifications that enhance your professional growth.
• Wellness stipend for fitness, mental health, and work‑life balance initiatives.
• Access to the latest hardware and software tools to perform your role effectively.

Ready to Make an Impact?

If you are a strategic thinker with a passion for customer success in the manufacturing sector, brighthush offers you a platform to lead, innovate, and grow. Join us and help shape the future of manufacturing technology while building lasting relationships with industry leaders.

To apply, please submit your resume and a brief cover letter outlining why you’re the ideal fit for this role. We look forward to exploring how your expertise can drive success for our customers and for brighthush.