Senior Strategic Customer Success Manager – Driving Growth, Retention, and Value Creation for brighthush’s Global Manufacturing Solutions

About brighthush

brighthush is a global technology powerhouse that empowers manufacturers around the world to become more productive, sustainable, and agile. With a portfolio of cutting‑edge automation solutions, cloud‑based analytics, and industry‑leading services, we help our customers—from food and beverage producers to life‑saving pharmaceutical manufacturers—deliver higher quality, faster time‑to‑market, and lower operating costs. Our mission is simple: to make the world’s factories smarter, safer, and more resilient. At brighthush, we believe that technology is a catalyst for positive change, and we are committed to building a culture where curiosity, collaboration, and customer obsession drive everything we do.

Position Overview

We are looking for a Senior Strategic Customer Success Manager to join our dynamic Customer Success team. In this role, you will own a portfolio of site‑based and multisite accounts, ensuring that each customer achieves the intended outcomes and realizes maximum value from our subscription and services contracts. You will be the trusted advisor who drives technology adoption, secures high renewal rates, and identifies expansion opportunities that grow our Annual Recurring Revenue (ARR). This is a hybrid role that offers the flexibility of remote work with occasional travel (10–20%) to customer sites to build deeper relationships and deliver face‑to‑face value.

Key Responsibilities

• Account Ownership & Portfolio Management: Own a defined set of site‑based accounts, managing the full customer lifecycle from onboarding to renewal and expansion.
• Revenue Growth & ARR Targeting: Drive ARR growth by identifying upsell, cross‑sell, and renewal opportunities, ensuring that each account meets or exceeds its revenue targets.
• Onboarding & Adoption: Lead the onboarding process, ensuring smooth implementation, user training, and early value realization.
• Data‑Driven Insights: Leverage customer data, Gainsight, PowerBI, and other analytics tools to surface actionable insights that inform account strategy.
• Executive Business Reviews (EBR): Prepare and deliver quarterly EBRs to executive stakeholders, highlighting performance, ROI, and future roadmap alignment.
• Renewal & Expansion Management: Manage the renewal process, negotiate contract terms, and secure expansions that align with customer goals.
• Cross‑Functional Collaboration: Partner with Sales, Product, Engineering, and Support to align on customer needs, product enhancements, and service delivery.
• Customer Advocacy & Feedback Loop: Capture customer feedback, translate it into product and service improvements, and advocate for the customer within the organization.
• Travel & Relationship Building: Travel to customer sites as needed (10–20%) to strengthen relationships, conduct workshops, and demonstrate value.
• Continuous Improvement: Identify process gaps, propose solutions, and contribute to the evolution of the Customer Success operating model.

Essential Qualifications

• Bachelor’s degree in Business, Engineering, or a related field.
• U.S. legal authorization to work in the United States (no visa sponsorship).
• Strong written and verbal communication skills, with the ability to influence at all levels.
• Proven ability to manage multiple accounts simultaneously while maintaining high service quality.
• Comfortable with data analysis and using CRM tools to drive decision making.

Preferred Qualifications

• 2+ years of experience in a customer‑facing role within commercial or sales environments.
• Track record of increasing Annual Recurring Revenue (ARR) through upsell and cross‑sell initiatives.
• Hands‑on experience with Gainsight, PowerBI, or similar customer success analytics platforms.
• Experience working within a matrix organization and collaborating across functional teams.
• Background in the manufacturing, automation, or industrial technology sector.

Skills & Competencies

• Strategic thinking and the ability to translate customer goals into actionable plans.
• Strong analytical mindset with proficiency in data visualization and reporting.
• Exceptional stakeholder management and relationship‑building skills.
• Project management expertise, including the ability to juggle competing priorities.
• Customer‑centric mindset with a passion for delivering measurable outcomes.
• Adaptability and resilience in a fast‑moving, high‑growth environment.
• Proficiency in Microsoft Office Suite, Salesforce, and other CRM platforms.
• Experience with subscription‑based business models and renewal processes.
• Excellent presentation and facilitation skills.
• Commitment to continuous learning and professional development.

Career Growth & Development

At brighthush, your career trajectory is as dynamic as the industry we serve. As a Senior Strategic Customer Success Manager, you will have the opportunity to:

• Progress to a Customer Success Leadership role, overseeing a larger portfolio and shaping strategy.
• Lead cross‑functional initiatives that influence product roadmap and service design.
• Participate in global leadership programs, mentorship, and executive coaching.
• Attend industry conferences, workshops, and training sessions to stay ahead of market trends.
• Earn certifications in customer success, data analytics, and project management.

We invest in your growth through a comprehensive learning ecosystem, including online courses, in‑house training, and a robust mentorship program that pairs you with senior leaders across the organization.

Work Environment & Culture

brighthush thrives on a culture of innovation, collaboration, and inclusion. Our remote‑first approach means you can work from anywhere while staying connected through weekly virtual huddles, real‑time collaboration tools, and an open‑door policy with senior leadership. We celebrate diversity, encourage creative problem‑solving, and reward high performance with recognition programs and career‑advancement opportunities. Whether you’re a seasoned professional or a rising star, you’ll find a supportive community that values your voice and empowers you to make an impact.

Compensation & Benefits

We offer a competitive total‑reward package that includes:

• Base salary commensurate with experience and market benchmarks.
• Performance‑based bonus tied to ARR growth, renewal rates, and customer satisfaction metrics.
• Health, dental, and vision insurance for you and your dependents.
• 401(k) plan with company match.
• Paid time off, including vacation, sick leave, and personal days.
• Parental and caregiver leave policies that support work‑life balance.
• Flexible work schedule and remote work options.
• Professional development stipend and access to industry conferences.
• Employee assistance program, wellness initiatives, and fitness reimbursement.
• Travel allowances and expense reimbursement for client visits.

For more details on our benefits, please visit brighthush Benefits Portal.

Equal Opportunity Statement

brighthush is an equal‑opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate based on race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or expression, or veteran status. If you require a reasonable accommodation during the application process, please contact our services team at +1 (844) 404-7247.

How to Apply

Ready to shape the future of manufacturing technology and help our customers thrive? Click the button below to submit your application and join the brighthush team.