Senior Principal Customer Success Manager – Industrial Automation & Digital Transformation Leader

About brighthush

brighthush is a trailblazing independent software company that is redefining the future of industrial operations. With a portfolio that blends cutting‑edge data connectivity, AI‑driven analytics, and intelligent edge solutions, we empower manufacturers worldwide to transform their production systems into high‑velocity, data‑centric enterprises. Our mission is simple yet powerful: enable every industrial producer to do the right things right—across every shift, every plant, every day. By delivering software‑defined, data‑driven production environments, we help our customers elevate quality, accelerate cycle times, enhance resilience, and achieve sustainable profit growth.

As the industrial sector accelerates its shift from legacy processes to cloud‑first, edge‑intelligence, and AI‑powered automation, brighthush is positioned at the forefront of this transformation. We are looking for a visionary Principal Customer Success Manager to lead our high‑impact customer relationships, drive adoption of our solutions, and ensure that every client realizes measurable business outcomes.

Why This Role Is a Game‑Changer

• Lead in a market that is experiencing rapid disruption and growth, with opportunities to shape the future of manufacturing at scale.
• Join a culture built on ambition, authenticity, speed, teamwork, and a shared belief that manufacturing can meaningfully improve the world.
• Enjoy competitive compensation, comprehensive benefits, and the chance to leave a lasting impact on how industrial companies operate, automate, and innovate.

Role Overview

Under the guidance of the Director of Customer Success Management, the Principal Customer Success Manager will be a strategic partner to our most valuable accounts. This role is pivotal to driving annual recurring revenue (ARR) growth, ensuring high retention rates, and fostering deep, long‑term customer advocacy. You will own the entire post‑sale customer lifecycle, from complex account transitions to executive governance, renewal strategy, and expansion opportunities.

Key Responsibilities

• Executive‑Level Engagement: Build and maintain trusted advisor relationships with senior business and operational stakeholders across a portfolio of strategic accounts. Champion customer success at the C‑suite level and influence key business decisions.
• Lifecycle Ownership: Lead the post‑sale journey, orchestrating complex account transitions, executive governance programs, success planning, risk management, renewal strategy, and identification of growth and expansion opportunities.
• Change Management & Adoption: Drive customer adoption and business transformation initiatives through proven change‑management practices. Align customer objectives with solution realization, ensuring measurable impact.
• Cross‑Functional Advocacy: Serve as the senior customer advocate and strategic quarterback across Sales, Professional Services, Solutions Consulting, Product, Support, and partner teams to resolve complex business challenges and accelerate outcomes.
• Executive Reviews & Governance: Develop and deliver executive business reviews, governance frameworks, success metrics, and outcome‑oriented recommendations that demonstrate tangible business impact.
• Data‑Driven Insight: Analyze customer, product, and business performance data to identify trends, mitigate risk, influence strategic decisions, and drive continuous value realization.
• Account Accountability: Drive accountability across internal and customer stakeholders against defined business objectives, success plans, KPIs, and contractual commitments.

Essential Qualifications

• 7+ years of experience managing complex enterprise customer relationships, with a proven track record in executive‑level stakeholder engagement, governance programs, strategic account planning, renewal management, and expansion strategy.
• Strong executive communication, presentation, negotiation, and influence skills, with the ability to engage effectively with C‑suite and senior leadership audiences.
• Demonstrated ability to lead customers through organizational change, adoption initiatives, digital transformation efforts, and cross‑functional business process improvements.
• Experience managing high‑value customer portfolios with significant business complexity, multiple stakeholder groups, and competing priorities.
• Strong analytical and problem‑solving skills, with the ability to translate data into strategic recommendations and measurable customer outcomes.
• Ability to operate independently, exercise sound judgment, and lead through ambiguity in a rapidly scaling and evolving environment.
• Bachelor’s degree in engineering, manufacturing, computer science, or equivalent experience; Master’s degree preferred.

Preferred Qualifications

• Background in manufacturing, engineering, or a related technical field.
• Experience with industrial automation platforms, IoT, or AI‑driven analytics in a manufacturing context.
• Knowledge of cloud migration, edge intelligence, and industrial data connectivity solutions.
• Prior experience in a high‑growth, technology‑driven company with a strong focus on customer success.

Skills & Competencies

• Strategic Thinking & Visionary Leadership
• Customer‑Centric Mindset & Advocacy
• Executive Presence & Influence
• Data Analysis & Insight Generation
• Change Management & Adoption Expertise
• Cross‑Functional Collaboration & Team Leadership
• Results‑Oriented & KPI‑Driven Execution
• Adaptability & Resilience in Ambiguous Environments

Career Growth & Learning Opportunities

At brighthush, we believe that the growth of our people is the engine of our success. As a Principal Customer Success Manager, you will:

• Lead high‑impact initiatives that shape the direction of our product roadmap and customer experience strategy.
• Mentor and coach junior customer success leaders, building a high‑performance team.
• Participate in executive‑level strategy sessions, influencing company‑wide decisions.
• Access continuous learning resources, including industry conferences, certifications, and internal knowledge hubs.
• Advance into senior leadership roles such as Director of Customer Success, VP of Customer Experience, or Chief Customer Officer.

Work Environment & Company Culture

brighthush is a fully remote, USA‑based organization that values flexibility, collaboration, and innovation. Our culture is defined by:

• Ambition: We set bold goals and relentlessly pursue them.
• Authenticity: We encourage open, honest communication and diverse perspectives.
• Speed: We move quickly, iterate fast, and deliver value to customers without compromising quality.
• Teamwork: We celebrate collective success and support one another in achieving shared objectives.
• Impact: We focus on outcomes that matter to our customers and the broader manufacturing ecosystem.

Compensation & Benefits

We offer a competitive total rewards package that reflects the value you bring to brighthush:

• Base salary: $120,000 – $150,000 (depending on experience and qualifications)
• On‑target earnings (OTE) potential: up to $150,000 – $200,000
• 401(k) with employer match (50% up to 8%)
• Comprehensive medical, dental, and vision coverage
• Health Savings Account (HSA) with company contribution
• Life and AD&D insurance (2x salary, up to $1M)
• Generous paid time off, including vacation, sick leave, and holidays
• Flexible work schedule and remote work flexibility
• Professional development stipend and training budget
• Employee referral program with competitive bonuses

Travel & Location

• Remote work across the United States.
• Travel up to 25% of the time, as required for client engagements and internal meetings.

Equal Opportunity Statement

brighthush is committed to building a diverse and inclusive workplace. We celebrate differences and are dedicated to creating an environment where everyone can thrive.

Ready to Make an Impact?

If you are a seasoned customer success leader with a passion for industrial automation, a proven ability to drive enterprise adoption, and a desire to shape the future of manufacturing, we want to hear from you. Join brighthush and help us empower the world’s industrial producers to do the right things right—every shift, every plant, every day.

Apply today and become a pivotal part of brighthush’s mission to transform industrial operations at scale.