Senior Enterprise Customer Success Manager – Remote (U.S.) – Driving Client Success, Revenue Expansion, and Strategic Partnerships in Cloud‑Based Manufacturing SaaS at brighthush

Welcome to brighthush – Where Manufacturing Meets Digital Innovation

In today’s fast‑moving industrial landscape, manufacturers are no longer content with incremental improvements. They demand real‑time insights, predictive analytics, and seamless integration across their entire value chain. At brighthush, we are the catalyst that turns this ambition into reality. Our cloud‑native platform unifies people, processes, and data into a single, real‑time ecosystem that empowers factories worldwide to become smarter, safer, and more productive. By delivering intuitive, actionable insights directly to frontline teams, we help our clients unlock operational excellence, reduce downtime, and accelerate digital transformation at scale. In a world where manufacturing is increasingly digitized, brighthush stands at the forefront, turning complex data into clear, strategic decisions that drive tangible business outcomes.

About brighthush – A Remote‑First, Customer‑Centric SaaS Leader

brighthush is a remote‑first, customer‑centric SaaS company that delivers a cloud‑native manufacturing platform. We empower factories to harness real‑time data, predictive analytics, and connected worker technologies to drive safety, efficiency, and profitability. Our mission is to make manufacturing smarter, safer, and more sustainable—one insight at a time. With a culture rooted in curiosity, collaboration, and continuous improvement, we invite you to join a team that values innovation, ownership, and impact.

Why This Role Matters – Your Impact on Industry 4.0

As the world’s manufacturing sector embraces Industry 4.0, the ability to translate data into decisive action is a competitive differentiator. The Senior Enterprise Customer Success Manager is the linchpin that ensures our most strategic clients not only adopt our platform but also realize measurable, long‑term value. Your work will directly influence product evolution, revenue growth, and the overall perception of brighthush as a trusted partner in digital manufacturing. You will be the voice that turns data into strategy, turning satisfied customers into advocates who help shape the future of the industry.

Key Responsibilities – Driving Success at Every Stage

Client Relationship Stewardship

• Build and nurture long‑lasting relationships with C‑suite executives, operations leaders, and field managers across multiple manufacturing sites.
• Serve as the primary point of contact for all client inquiries, escalations, and strategic discussions.
• Conduct regular check‑ins, quarterly business reviews (QBRs), and annual strategy sessions to assess progress and align on future goals.
• Develop deep domain expertise in each client’s industry, challenges, and competitive landscape to provide tailored insights.
• Act as a trusted advisor, offering proactive recommendations that align with the client’s long‑term vision.

Customer Success Planning & Execution

• Design and implement customized success plans that map client objectives to specific platform capabilities.
• Track customer health scores, usage metrics, and ROI indicators to proactively identify upsell and cross‑sell opportunities.
• Collaborate with Product, Engineering, and Sales teams to translate client feedback into roadmap priorities.
• Deliver ROI analyses and business case studies that demonstrate tangible value to stakeholders.
• Champion a data‑driven approach to success, using dashboards, predictive analytics, and segmentation to drive proactive engagement.
• Coordinate onboarding, training, and enablement sessions to ensure smooth adoption and sustained usage.

Retention & Advocacy

• Monitor satisfaction scores (CSAT, NPS) and address any issues that could jeopardize renewal.
• Identify and cultivate customer advocates who can provide testimonials, case studies, and referrals.
• Organize user group events, webinars, and community forums to foster peer learning.
• Develop and maintain a robust customer community that encourages knowledge sharing and peer support.
• Leverage success stories in marketing collateral and sales enablement materials.

Metrics & Reporting

• Maintain dashboards that track key success metrics such as churn, expansion revenue, and product adoption.
• Present monthly and quarterly insights to senior leadership, highlighting trends, risks, and opportunities.
• Use data storytelling to influence executive decision‑making and secure resources for customer success initiatives.
• Provide actionable recommendations to improve customer health and reduce churn.

Continuous Learning & Development

• Stay abreast of industry trends, emerging technologies, and best practices in manufacturing digitalization.
• Participate in ongoing training programs, certifications, and industry conferences to deepen product knowledge.
• Share learnings with the broader customer success organization to elevate collective expertise.
• Mentor junior team members, fostering a culture of growth and knowledge sharing.

Essential Qualifications – What We Expect

• Bachelor’s degree in Business, Computer Science, Marketing, Communications, or a related discipline.
• Minimum of 7 years of experience in customer success, account management, or a related role within the SaaS software industry.
• Proven track record of managing and growing enterprise customer relationships, including successful upsell and renewal initiatives.
• Experience leading or mentoring a customer success team.
• Deep understanding of SaaS business models, subscription economics, and customer lifecycle management.
• Strong communication, negotiation, and presentation skills.
• Ability to work independently, prioritize tasks, and collaborate across cross‑functional teams.
• Proficiency with brighthush CRM and customer success tools.
• Comfortable using brighthush for reporting and collaboration.
• Willingness to travel domestically up to 25% for client visits, product demos, and industry events.

Preferred Qualifications – Bonus Points

• Experience in the manufacturing or industrial automation sector.
• Knowledge of connected worker technologies, IoT, and digital twin concepts.
• Background in data analytics or experience with BI tools.
• Previous exposure to enterprise‑scale SaaS implementations and integrations.
• Certifications in customer success or account management (e.g., SuccessHACKER, CSAT).

Skills & Competencies – The DNA of a Successful CSM

• Strategic Thinking – Ability to see the big picture and translate it into actionable plans.
• Customer‑Centric Mindset – Passion for delivering exceptional service and measurable value.
• Analytical Acumen – Strong data‑driven decision making and problem‑solving skills.
• Influence & Persuasion – Skilled at building consensus across technical and business stakeholders.
• Adaptability – Comfortable navigating ambiguity and rapid change in a fast‑paced environment.
• Team Leadership – Experience coaching, mentoring, and developing high‑performing teams.
• Communication Excellence – Clear, concise, and persuasive written and verbal communication.
• Project Management – Ability to manage multiple initiatives simultaneously with strong organizational skills.

Career Growth & Learning Opportunities – Your Path to Leadership

At brighthush, we invest heavily in the professional development of our people. As a Senior Enterprise Customer Success Manager, you will:

• Progress into senior leadership roles such as Director of Customer Success or VP of Customer Experience.
• Lead cross‑functional initiatives that shape product strategy, go‑to‑market plans, and global expansion.
• Participate in executive‑level workshops, industry conferences, and certification programs.
• Receive mentorship from seasoned leaders and access to a robust internal learning platform.
• Own high‑impact projects that directly influence the company’s growth trajectory and customer satisfaction.
• Earn recognition through our internal awards program for outstanding customer impact and innovation.

Work Environment & Company Culture – A Culture of Innovation

brighthush champions a culture of transparency, collaboration, and innovation. Key highlights include:

• Remote‑first policy with flexible work hours to support work‑life balance.
• Monthly virtual coffee chats and quarterly all‑hands meetings to keep everyone connected.
• Inclusive hiring practices and a commitment to diversity, equity, and inclusion.
• Employee resource groups focused on mentorship, wellness, and community outreach.
• Annual company retreats and team‑building events.
• Access to cutting‑edge tools, a collaborative knowledge base, and a culture that rewards curiosity.
• Regular hackathons and innovation challenges that encourage creative problem solving.

Compensation & Benefits – Rewarding Your Excellence

We offer a competitive total rewards package designed to attract and retain top talent:

• Base salary range: $90,000 – $110,000 per year, commensurate with experience and market.
• Performance‑based bonuses tied to customer success metrics and company growth.
• 401(k) plan with company match.
• Comprehensive health, dental, and vision insurance plans.
• Generous paid time off (PTO) and holiday schedule.
• Home office stipend and monthly gym membership allowance.
• Professional development budget for courses, certifications, and conferences.
• Employee assistance program and wellness resources.
• Flexible remote work arrangements and a supportive, inclusive team environment.
• Equity participation in the form of stock options, subject to company policy.

How to Apply – Join the brighthush Team

If you are a customer‑first professional with a passion for technology and a proven ability to drive enterprise success, we would love to hear from you. Please submit your résumé and a brief cover letter outlining why you are the ideal fit for brighthush’s Senior Enterprise Customer Success Manager role. We look forward to exploring how your expertise can help shape the future of digital manufacturing.

Equal Opportunity Employer – Our Commitment to Diversity

brighthush is an equal‑opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected characteristic.