Senior Customer Success Representative – Strategic Account Management & Support Plan Optimization

About brighthush

brighthush is a trailblazer in the industrial automation arena, dedicated to turning visionary ideas into tangible, high‑performance solutions. With a mission to empower customers to accelerate innovation while eliminating technological and economic barriers, brighthush delivers cutting‑edge platforms that streamline operations, enhance integration, and unlock unprecedented efficiency. Our portfolio spans from intelligent control systems to advanced analytics, all designed to help businesses thrive in an increasingly digital world.

Why Join brighthush?

At brighthush, we believe that the best work is born from a culture that values curiosity, collaboration, and continuous growth. We celebrate every milestone—personal and professional—and we provide the tools, resources, and environment that enable our team members to excel. Whether you’re a seasoned professional or just starting your career, you’ll find a place where your contributions matter, your ideas are heard, and your development is a priority.

• Flexibility & Work‑Life Balance: Choose from fully remote, hybrid, or on‑site options that fit your lifestyle.
• Diversity & Inclusion: A vibrant, inclusive community that thrives on diverse perspectives.
• Learning & Development: Structured training programs, mentorship, and access to industry conferences.
• Impactful Work: Directly influence customer success and shape the future of automation.

Position Overview

The Senior Customer Success Representative II at brighthush serves as the trusted advisor for our clients throughout the post‑sales lifecycle. You will be the linchpin that ensures customers achieve their business goals by providing expert guidance, proactive support, and strategic insights. Your role will encompass managing support plan renewals, driving customer satisfaction, and collaborating across teams to deliver seamless, high‑value experiences.

Key Responsibilities

• Act as the primary point of contact for customers regarding support plans, ensuring accurate verification and timely resolution of inquiries.
• Educate clients on the full spectrum of support options, articulating the benefits of each plan and guiding them toward the optimal solution for their operational needs.
• Generate accurate renewal and new‑sale quotes for support plans, coordinating with finance and sales to ensure compliance and prompt delivery.
• Execute proactive outreach—via email and phone—to secure timely renewals and maintain a healthy renewal pipeline.
• Leverage deep product knowledge and problem‑solving skills to elevate customer interactions and drive adoption.
• Implement and refine processes that consistently elevate customer satisfaction scores and retention rates.
• Collaborate with internal stakeholders—technical support, product, finance—to secure resources and solutions that meet customer needs.
• Serve as the voice of the customer, feeding actionable insights back to product and engineering teams to inform roadmap decisions.
• Handle escalated issues with professionalism and empathy, delivering swift, effective resolutions and maintaining loyalty.
• Maintain meticulous records of all customer interactions, feedback, and support tickets in CRM and other relevant tools.

Essential Qualifications

• Minimum of 2 years in a customer‑facing role, preferably in technology or industrial automation.
• Strong interpersonal skills with a proven ability to build rapport and trust.
• Proficiency in CRM platforms such as Zendesk, HubSpot, or similar systems.
• Excellent problem‑solving abilities and a proactive mindset toward customer needs.
• Patience and composure when addressing complex or challenging inquiries.
• Exceptional organizational skills, capable of juggling multiple priorities simultaneously.
• Fluency in English; additional languages are a plus.

Preferred Qualifications

• Bachelor’s degree in Business Administration, Marketing, Communications, or a related field.
• Experience with subscription management and renewal processes.
• Background in industrial automation or related technology sectors.
• Advanced knowledge of CRM analytics and reporting tools.
• Demonstrated success in cross‑functional collaboration and project management.

Skills & Competencies

• Customer‑centric mindset with a passion for delivering exceptional service.
• Strong communication skills—both written and verbal—across all levels of the organization.
• Analytical thinking, with the ability to interpret data and translate insights into action.
• Adaptability and resilience in a fast‑paced, evolving environment.
• Team player who thrives in collaborative, cross‑functional settings.
• Tech‑savvy, comfortable with learning new tools and platforms quickly.

Career Growth & Learning Opportunities

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

• Structured onboarding and continuous training programs tailored to your role.
• Mentorship from senior leaders who are committed to your professional development.
• Opportunities to transition into advanced customer success, product management, or sales leadership roles.
• Regular performance reviews that align your goals with the company’s strategic vision.
• Participation in industry conferences, webinars, and internal knowledge‑sharing sessions.

Work Environment & Culture at brighthush

Our culture is built on the pillars of innovation, inclusivity, and empowerment. You’ll find a workplace where:

• Collaboration is encouraged—cross‑functional teams work together to solve complex challenges.
• Flexibility is a priority—remote, hybrid, and on‑site options are available to suit your lifestyle.
• Recognition is frequent—your achievements are celebrated through awards, shout‑outs, and tangible rewards.
• Well‑being is supported—mental health resources, wellness programs, and a healthy work‑life balance are integral.
• Continuous improvement is the norm—feedback loops and iterative processes drive excellence.

Compensation & Benefits

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

• Salary Range: $65,000 – $73,000 per year, commensurate with experience.
• Health & Wellness: 100% employee‑covered medical, dental, and vision insurance.
• Paid Time Off: Generous vacation, sick leave, and paid holidays.
• Retirement Planning: 401(k) with company match.
• Professional Development: Budget for certifications, courses, and conference attendance.
• Perks: Flexible work arrangements, remote‑friendly equipment stipend, and occasional team retreats.
• Community & Culture: Inclusive events, volunteer opportunities, and a supportive network.

Ready to Make an Impact?

If you’re a customer‑obsessed professional who thrives on building lasting relationships, driving strategic outcomes, and collaborating across disciplines, brighthush invites you to join our mission. Your expertise will directly influence how our clients harness automation to transform their operations, and you’ll grow alongside a team that values innovation, integrity, and impact.

Take the next step in your career—apply today and become a pivotal part of brighthush’s journey toward redefining industrial automation.