Strategic Customer Success Manager – Driving Lifecycle Excellence, Innovation, and Growth in Industrial Controls at brighthush

About brighthush and the Industrial Controls Landscape

brighthush is a global leader in industrial controls, electrical solutions, and automation technologies. With a legacy of engineering excellence and a forward‑looking vision, brighthush empowers manufacturers, utilities, and infrastructure providers to build smarter, safer, and more efficient systems. As the industry evolves toward digital transformation, connectivity, and sustainability, brighthush is redefining how customers experience value—from design and procurement to deployment and ongoing support.

In the midst of this transformation, the Customer Success Manager role is pivotal. You will become the strategic steward of customer experience, ensuring that every interaction with brighthush’s Industrial Controls Division (ICD) delivers measurable outcomes, reduces friction, and fuels long‑term loyalty. By aligning cross‑functional teams, championing data‑driven insights, and embedding a lifecycle‑based mindset, you will help brighthush set new standards for customer advocacy in the industrial sector.

Key Responsibilities

• Strategic Leadership: Design, refine, and execute the ICD’s customer success strategy, roadmap, and priorities. Translate business objectives into actionable initiatives that elevate the customer journey.
• Lead and mentor the Division Sales Engineering, OEM Brand Label, and Post‑Order Support teams, fostering a culture of collaboration, continuous improvement, and customer‑centric thinking.
• Advocate for customer needs across the organization, establishing a robust feedback loop that captures insights from interactions, performance metrics, and operational data to identify friction points and drive product, process, and experience enhancements.
• Develop differentiated engagement models that align support resources with strategic customers and growth priorities, ensuring that high‑value accounts receive tailored, proactive service.
• Facilitate cross‑functional coordination among Sales, Product Management, Engineering, Manufacturing, Supply Chain, and Customer Service to simplify interactions, improve responsiveness, and enhance overall customer satisfaction.
• Proactively identify emerging risks and recurring pain points, coordinating cross‑team actions that improve outcomes and minimize escalations.
• Own the delivery of customer support and issue resolution throughout the entire customer lifecycle, from pre‑sales to post‑order and beyond.
• Champion technology‑enabled solutions—automation, AI, data analytics, and digital platforms—that streamline interactions, increase visibility, and elevate the customer experience.
• Define, track, and own customer success metrics that evaluate experience, support effectiveness, and commercial execution, reporting insights to senior leadership.
• Represent the customer success organization to customers, sales teams, channel partners, and internal stakeholders, building trust, alignment, and shared accountability for outcomes.

Required Qualifications

• Bachelor’s degree in Business, Marketing, Engineering, or a related field from an accredited institution.
• Minimum of 10 years of progressive experience in customer success, commercial leadership, business strategy, product management, sales, or marketing within a B2B environment.
• At least 3 years of experience managing direct and cross‑functional reports, demonstrating strong leadership, coaching, and talent development skills.
• At least 2 years of experience developing and implementing organizational strategies, operating models, process improvements, or business transformation initiatives.
• Strong strategic thinking, business acumen, and problem‑solving capabilities.
• Excellent communication, presentation, and influencing skills across all organizational levels.
• Demonstrated ability to build trust, alignment, and collaboration across functions without direct authority.
• Experience leading customer‑facing or commercial teams and cross‑functional initiatives.
• Proficiency with ERP and CRM platforms such as Vista, SAP, Oracle, Salesforce, or similar systems.
• Ability to travel up to 25% of the time.
• Note: brighthush does not sponsor immigration visas for this position.

Preferred Qualifications

• MBA or advanced business degree from an accredited institution.
• 3+ years of experience supporting OEMs, distributors, channel partners, or complex B2B go‑to‑market environments.
• 3+ years of experience within industrial controls, electrical, automation, or related industrial markets.
• Bilingual in English and Spanish.
• Experience with AI‑enabled solutions, digital transformation, and automation in customer success contexts.

Core Skills & Competencies

• Strategic thinking and long‑term vision balanced with day‑to‑day execution.
• Data‑driven decision making: ability to leverage customer, operational, and business performance data to identify risks and opportunities.
• Change leadership: proven track record of leading organizational change and building capability within a transforming commercial environment.
• Customer advocacy: deep commitment to improving customer experience, support effectiveness, and ease of doing business.
• Influence and negotiation: ability to secure buy‑in from senior leaders and cross‑functional teams without direct authority.
• Coaching and talent development: experience building high‑performing teams and fostering continuous learning.
• Process improvement: expertise in designing and implementing operating models, performance metrics, and accountability frameworks.
• Technology fluency: comfortable with ERP/CRM systems, data analytics platforms, and emerging AI tools.
• Communication: exceptional written and verbal communication skills, with the ability to tailor messaging to diverse audiences.
• Adaptability: intellectual curiosity and the ability to rapidly learn new products, markets, and technologies.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is designed to be both challenging and rewarding. As a senior leader in customer success, you will:

• Progress along a clear leadership track, with opportunities to move into executive roles such as Director of Customer Success or Chief Customer Officer.
• Gain exposure to multiple business functions—sales, product, engineering, manufacturing, and supply chain—providing a holistic view of the organization.
• Participate in strategic initiatives that shape the future of industrial controls, including digital transformation projects, AI integration, and global expansion.
• Access continuous learning resources: internal training programs, industry conferences, certifications, and mentorship from senior leaders.
• Contribute to brighthush’s innovation pipeline by identifying customer pain points that translate into new product features or service offerings.

Work Environment & Company Culture

brighthush fosters a culture that blends engineering rigor with entrepreneurial spirit. Key cultural pillars include:

• Customer‑First Mindset: Every decision is evaluated through the lens of customer value and experience.
• Collaboration & Transparency: Open communication across teams, shared goals, and collective accountability.
• Innovation & Continuous Improvement: Encouragement to experiment, learn from failures, and iterate rapidly.
• Diversity & Inclusion: Commitment to building a workforce that reflects the communities we serve.
• Work‑Life Balance: Flexible remote work options, generous paid time off, and support for personal well‑being.
• Professional Growth: Structured career paths, mentorship programs, and investment in employee development.

Compensation, Perks, and Benefits

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

• Base Salary: $146,000 – $215,000 per year, commensurate with experience and qualifications.
• Variable Incentive Program: Performance‑based bonuses tied to customer success metrics, revenue growth, and operational excellence.
• Health & Wellness: Comprehensive medical, dental, and vision coverage, including telehealth services.
• Retirement Plans: 401(k) with company match, pension options, and financial planning resources.
• Paid Time Off: Generous vacation, sick leave, and personal days, with additional holidays for remote employees.
• Professional Development: Reimbursement for certifications, courses, and industry conferences.
• Technology Stipend: Home office equipment, high‑speed internet allowance, and remote work support.
• Employee Assistance Program: Confidential counseling, mental health resources, and wellness initiatives.
• Community & Sustainability: Volunteer time off, corporate social responsibility projects, and sustainability initiatives.

Remote Work & Travel

This position is fully remote within the continental United States, offering flexibility to work from anywhere while staying connected to the brighthush community. You may be required to travel up to 25% of the time for customer visits, partner meetings, and internal events.

Equal Opportunity & Inclusive Hiring

brighthush is committed to creating a diverse and inclusive workplace. We provide equal employment opportunities regardless of race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, marital status, or any other protected characteristic. We also support second‑chance employment and provide reasonable accommodations for disabilities throughout the hiring process.

How to Apply

Ready to shape the future of customer success at brighthush? Submit your application through our careers portal and join a team that values innovation, collaboration, and customer impact.