Senior Principal Customer Success Executive – Manufacturing & AI‑Driven Digital Transformation Champion for Enterprise Accounts, Leading Growth, Innovation, and Strategic Value Creation at brighthush

Welcome to brighthush – Where Manufacturing Meets Tomorrow

At brighthush, we’re more than a technology provider; we’re the catalyst that propels the next wave of industrial innovation. Our mission is to empower Fortune 500 manufacturers, energy firms, transportation providers, and service organizations to harness the full potential of AI, intelligent automation, and cloud‑native platforms. By turning complex manufacturing challenges into streamlined, data‑driven solutions, we help our customers accelerate innovation, cut operating costs, and unlock new revenue streams. If you’re passionate about shaping the future of industry and thrive in a culture that values curiosity, collaboration, and measurable impact, you belong at brighthush.

Role Overview: Why This Position Matters

The Senior Principal Customer Success Executive for the Manufacturing Vertical is more than a senior account manager; you are the strategic partner who steers the commercial health and long‑term growth of our most valuable U.S. manufacturing accounts. You will operate with the ownership mindset of a general manager, translating customer strategy into tangible outcomes and ensuring that each account realizes the full value of its brighthush investment. This high‑impact, senior leadership role shapes the future of our customers’ digital journeys and directly influences the success of industry leaders.

Key Responsibilities

• Own Commercial Performance – Drive Gross Revenue Retention (GRR), Net Revenue Retention (NRR), and renewal success through proactive risk management, expansion initiatives, and strategic account planning.
• Executive‑Level Advisory – Build and maintain trusted relationships with CIOs, CTOs, and senior IT leaders. Co‑create digital transformation roadmaps that position brighthush as the strategic platform partner for modernization and AI agendas.
• Translate Strategy into Roadmap – Map enterprise priorities such as cost optimization, AI adoption, and process automation to phased brighthush roadmaps that connect platform capabilities to measurable business outcomes.
• Lead Complex Transformations – Own governance, delivery excellence, and cross‑functional orchestration across multiple business units and concurrent workstreams. Define and evolve governance models that align with business and platform strategy.
• Data‑Driven Storytelling – Deliver compelling executive presentations—both internally and to customers—that articulate the value of brighthush through data‑driven narratives. Present portfolio reviews to leadership and make the case for platform expansion to customer CIOs.
• Drive AI Consumption & Adoption – Own AI consumption as a strategic KPI. Design and execute adoption journeys that convert license entitlements into measurable business outcomes, focusing on emerging agentic capabilities.
• Set Success Metrics & Value Realization – Establish clear, measurable success metrics with each customer. Review progress, identify risks, and refine transformation plans to ensure milestones are met and value is realized.
• Champion Voice of the Customer – Synthesize industry‑specific feedback, feature requests, and adoption blockers into structured input for Product Engineering and roadmap prioritization. Stay current on manufacturing trends, regulatory environments, and digital transformation priorities.
• Operationalize Customer Health at Scale – Define and manage operational KPIs for your portfolio—adoption, technical health, renewals, customer satisfaction, and expansion. Deliver regular reporting on health, adoption trends, downsell risk, and advocacy pipeline, leveraging AI‑enabled tools for proactive outreach.

Essential Qualifications

• AI‑Driven Mindset – Proven experience leveraging AI tools, automating workflows, and analyzing AI‑driven insights to improve business processes.
• Educational Background – BA/BS required; MBA or advanced degree preferred.
• Experience – 10–15 years in management consulting, enterprise SaaS, senior customer success, or technology‑enabled business transformation roles.
• Strategic Account Ownership – Demonstrated success as the primary post‑sales customer success executive, owning commercial outcomes, adoption trajectories, and renewal health.
• Transformational Leadership – Track record of running large‑scale, strategic account transformations and exceeding business objectives. Ability to build repeatable processes for scalable execution.
• Business Acumen – Exceptional commercial instincts. Ability to think in portfolio economics, translate adoption into revenue, and craft narratives that resonate with finance, sales, and executive sponsors.
• Executive Presence – Proven ability to engage at the C‑suite level, both with customers and internally. Experience partnering with CIOs and senior IT executives to co‑develop digital transformation strategies.
• Data Storytelling – Ability to translate complex metrics into executive‑level narratives that drive decisions.
• Cross‑Functional Collaboration – Strong track record building productive relationships across Sales, Presales, Delivery, Product, and Enablement in matrixed, fast‑paced environments.
• Customer Centricity & Industry Awareness – Deep understanding of manufacturing operations, priorities, and friction points. Familiarity with adjacent verticals (energy, transportation, services) is a plus.
• Platform Knowledge – Experience overseeing technical account health—adoption telemetry, integration health, platform upgrades, and solution expansion. Background with AI/ML platform products or driving AI adoption programs is a significant differentiator.
• Adaptability & Travel – Ability to thrive in a high‑velocity, high‑accountability environment. Willingness to travel domestically to strategic customer sites as required.

Preferred Qualifications

• Experience in the manufacturing industry, with a deep understanding of supply chain, production, and regulatory compliance.
• Background in enterprise architecture or digital transformation consulting.
• Proficiency in data visualization tools (e.g., Tableau, Power BI) and advanced Excel skills.
• Knowledge of AI ethics, governance, and responsible AI frameworks.
• Experience with global or multi‑region account management.

Skills & Competencies for Success

• Strategic Thinking & Execution – Ability to envision long‑term customer success while managing day‑to‑day execution.
• Influence & Negotiation – Skilled at persuading stakeholders across functional lines and negotiating complex contracts.
• Analytical Rigor – Comfortable dissecting large data sets to uncover trends, risks, and opportunities.
• Leadership & Mentorship – Proven capacity to lead cross‑functional teams and mentor junior colleagues.
• Adaptability & Resilience – Thrive in fast‑changing environments, pivoting strategies as market dynamics evolve.
• Customer‑Obsessed Mindset – Deep commitment to delivering measurable value and exceeding customer expectations.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is as dynamic as the industries we serve. As Senior Principal Customer Success Executive, you will:

• Progress to senior leadership roles such as Director of Customer Success, VP of Customer Experience, or Chief Customer Officer.
• Gain exposure to executive‑level strategy, influencing the direction of our product roadmap and go‑to‑market initiatives.
• Participate in brighthush’s internal learning platform, industry conferences, and executive coaching programs.
• Lead cross‑regional initiatives, expanding your network and expertise across the global manufacturing landscape.
• Earn recognition through our performance‑based bonus structure and equity participation, aligning your success with the company’s growth.

Work Environment & Company Culture at brighthush

Our culture is built on five core pillars that drive our success and differentiate us in the market:

• Innovation – Continuous experimentation, rapid prototyping, and a willingness to challenge the status quo.
• Customer Obsession – Every decision is guided by the goal of delivering exceptional value to our customers.
• Growth Mindset – We invest in our people’s development, encouraging learning and curiosity.
• Transparency – Open communication across all levels, fostering trust and accountability.
• Work‑Life Harmony – Flexible schedules, remote options, and a supportive environment that respects personal commitments.

Compensation & Benefits

While specific figures vary by location and experience, brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with market rates for senior customer success leaders.
• Performance‑based bonus tied to account growth, renewal success, and AI adoption metrics.
• Equity or stock‑options to share in the company’s long‑term success.
• Health, dental, and vision insurance, plus a 401(k) plan with company match.
• Generous paid time off, parental leave, and flexible work arrangements.
• Professional development budget and access to industry events.

How to Apply

If you are a strategic thinker with a passion for driving customer success at enterprise scale, we invite you to apply. Join brighthush and help manufacturing leaders unlock the power of AI, automation, and data to transform their businesses.

Ready to make an impact? Apply now and become a key driver of success for our manufacturing partners.