Strategic Customer Success Manager – Accelerating ARR Growth & Customer Advocacy in Automation & Manufacturing

About brighthush

brighthush is a trailblazing technology partner at the forefront of industrial automation and digital transformation. With a global footprint that spans North America, Europe, and Asia, we empower manufacturers, distributors, and service providers to unlock new levels of productivity, sustainability, and profitability. Our portfolio of cloud‑native solutions, data‑driven insights, and AI‑powered automation tools is designed to help customers turn complex operational challenges into competitive advantages. At brighthush, we believe that technology should be a catalyst for positive change, and we are committed to building a future where every organization can thrive in an increasingly connected world.

Why brighthush?

• Impactful Work: Your contributions will directly influence the success of high‑value industrial customers, driving measurable revenue growth and customer satisfaction.
• Innovative Culture: We champion experimentation, continuous learning, and cross‑functional collaboration. Your ideas will shape product roadmaps and customer strategies.
• Career Growth: From entry‑level to senior leadership, brighthush offers clear pathways, mentorship programs, and access to industry‑leading training.
• Global Reach: Work with a diverse, distributed team and customers across multiple continents, gaining exposure to a wide range of industries and markets.
• Work‑Life Balance: Flexible remote work options, generous paid time off, and a supportive environment that values well‑being.

Role Overview

As a Strategic Customer Success Manager at brighthush, you will be the trusted advisor for a portfolio of high‑growth industrial customers. Your mission is to ensure that each customer achieves their business objectives, maximizes the value of our solutions, and becomes a long‑term partner. You will collaborate closely with sales, product, and engineering teams to align customer needs with our roadmap, while driving renewal, expansion, and advocacy.

Key Responsibilities

• Account Portfolio Management: Own a defined set of enterprise accounts, maintaining deep knowledge of each customer’s business, technology stack, and strategic goals.
• Renewal & Expansion Leadership: Lead the renewal process, identifying upsell and cross‑sell opportunities that align with customer objectives and our product suite.
• Business Review & Value Demonstration: Conduct quarterly business reviews (QBRs) that showcase ROI, usage insights, and future value, using tools such as Gainsight and PowerBI.
• Customer Advocacy & Voice: Champion customer success stories, gather feedback, and translate insights into product enhancements and service improvements.
• Cross‑Functional Collaboration: Partner with Sales, Product, Engineering, and Marketing to ensure seamless delivery, timely issue resolution, and proactive communication.
• Data‑Driven Decision Making: Leverage analytics to monitor health metrics, forecast churn risk, and identify growth levers across the portfolio.
• Process & Tool Optimization: Continuously refine customer success processes, playbooks, and tooling to increase efficiency and scalability.

Essential Qualifications

• Bachelor’s degree in Business, Engineering, Computer Science, or a related field.
• Legal authorization to work in the U.S. without sponsorship.
• Strong communication skills in English, both written and verbal.
• Demonstrated ability to manage multiple stakeholder relationships and influence outcomes.
• Experience with customer success or account management in a SaaS or technology environment.
• Proficiency in Gainsight, PowerBI, or similar customer success and analytics platforms.
• Willingness to travel 10–20% of the time for client visits, conferences, and internal meetings.

Preferred Qualifications

• 2+ years of commercial or sales experience, with a track record of ARR growth.
• Background in the manufacturing, automation, or industrial technology sector.
• Experience with subscription‑based revenue models and renewal processes.
• Knowledge of digital transformation trends, IoT, and data‑driven manufacturing.
• Certified Gainsight or PowerBI professional.
• Experience working in a remote, distributed team environment.

Skills & Competencies

• Strategic Thinking: Ability to see the big picture, align customer goals with business outcomes, and develop long‑term success plans.
• Analytical Acumen: Proficiency in data analysis, KPI tracking, and deriving actionable insights from complex datasets.
• Relationship Building: Strong interpersonal skills to build trust with C‑suite executives, technical leads, and operational teams.
• Problem Solving: Creative and pragmatic approach to troubleshooting, resolving escalations, and turning challenges into opportunities.
• Project Management: Skilled at coordinating cross‑functional initiatives, managing timelines, and ensuring deliverables are met.
• Adaptability: Comfortable navigating ambiguity, shifting priorities, and evolving customer needs.
• Customer‑Centric Mindset: Passion for delivering exceptional customer experiences and advocating for their success.

Career Growth & Learning Opportunities

At brighthush, we invest heavily in our people. As a Strategic Customer Success Manager, you will have access to:

• Mentorship from senior leaders in Customer Success, Product, and Sales.
• Structured learning paths, including certifications in Gainsight, PowerBI, and industry‑specific knowledge.
• Cross‑functional projects that expose you to product development, go‑to‑market strategy, and data science.
• Annual performance reviews with clear metrics and growth plans.
• Opportunities to transition into senior Customer Success roles, Customer Success Leadership, or Product Management.

Work Environment & Culture at brighthush

Our culture is built on the pillars of collaboration, innovation, and respect. You will join a distributed team that values:

• Flexibility: Remote work options across Ohio, Wisconsin, Alberta, Columbus, Quebec, and Detroit.
• Inclusivity: A diverse workforce that celebrates different perspectives and backgrounds.
• Continuous Improvement: Regular hackathons, brown bag sessions, and knowledge‑sharing forums.
• Well‑Being: Comprehensive wellness programs, mental health resources, and generous paid time off.
• Recognition: Regular shout‑outs, peer recognition, and performance‑based rewards.

Compensation, Perks, and Benefits

While specific numbers may vary based on experience and location, brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with market rates for entry‑level Customer Success Managers.
• Performance‑based bonuses tied to renewal, expansion, and customer satisfaction metrics.
• Equity or stock‑option plans to share in the company’s growth.
• Health, dental, and vision insurance plans.
• 401(k) retirement plan with company match.
• Generous paid time off, including vacation, sick leave, and personal days.
• Parental leave policy that supports new parents with paid time off and flexible return‑to‑work options.
• Professional development stipend for courses, certifications, and conferences.
• Wellness benefits such as gym memberships, meditation apps, and wellness stipends.

How to Apply

If you are ready to make a tangible impact on the success of industrial leaders and grow your career in a dynamic, technology‑driven environment, we encourage you to apply today. Submit your resume and a brief cover letter outlining why you’re the ideal fit for the Strategic Customer Success Manager role at brighthush.

Closing

Join brighthush and become part of a mission‑driven team that is redefining the future of industrial automation. Your expertise will help customers achieve breakthrough results, while you build a rewarding career that blends strategy, technology, and customer advocacy. We look forward to welcoming you aboard!