Strategic Customer Success Manager – Enterprise SaaS & Automation Solutions for Global Manufacturing Leaders

About brighthush

At brighthush, we are a worldwide technology leader dedicated to empowering manufacturers to become more productive, sustainable, and agile. With a workforce of over 28,000 passionate innovators, we partner with some of the most critical companies on the planet—those that feed billions, deliver life‑saving medicines, provide clean water, and drive green mobility. Our mission is simple yet profound: to help our customers achieve breakthrough outcomes through intelligent automation, data‑driven insights, and world‑class services. If you are a maker, a forward‑thinker, or a problem‑solver who thrives on making a tangible impact, you’ll find a home at brighthush where your best work can change the world for the better.

Position Overview

We are seeking a dynamic Strategic Customer Success Manager to own a portfolio of site‑based and multi‑site accounts, ensuring our customers realize the full value of brighthush’s subscription and services contracts. In this role, you will drive technology adoption, secure on‑time renewals, and expand Annual Recurring Revenue (ARR) across your assigned accounts. Reporting to the Team Lead or Regional Manager, you will operate primarily remotely while traveling 10‑20% of the time to customer sites for face‑to‑face engagements.

Key Responsibilities

• Revenue Ownership: Manage the ARR target for all contracts and software subscriptions within your portfolio, proactively identifying growth opportunities.
• Onboarding & Adoption: Lead the end‑to‑end onboarding experience, guiding customers through implementation, training, and adoption phases using data‑driven workflows.
• Expansion & Renewal: Execute expansion motions—upsell, cross‑sell, and renewal—by translating usage data and insights into clear business value.
• Executive Business Reviews (EBRs): Prepare and deliver compelling EBRs to senior customer stakeholders, highlighting ROI, performance metrics, and roadmap alignment.
• Cross‑Functional Collaboration: Partner with sales, product, and engineering teams to surface new contract opportunities and feed customer insights back into product development.
• Data‑Driven Decision Making: Leverage CRM, Gainsight, Power BI, and other analytics tools to monitor health scores, usage trends, and risk indicators.
• Customer Advocacy: Serve as the voice of the customer within brighthush, ensuring that feedback informs service enhancements and future offerings.
• Strategic Planning: Develop account plans that align customer business objectives with brighthush solutions, ensuring long‑term partnership success.
• Travel & On‑Site Presence: Conduct periodic site visits (10‑20% travel) to deepen relationships, conduct workshops, and troubleshoot complex issues.

Essential Qualifications

• Bachelor’s degree in Business, Engineering, Computer Science, or a related field.
• Legal authorization to work in the United States (no visa sponsorship available).
• Demonstrated ability to travel 10‑20% of the time for on‑site customer engagements.

Preferred Experience & Skills

• 2+ years of experience in a customer‑facing role within a commercial, sales, or professional services environment.
• Proven track record of increasing Annual Recurring Revenue (ARR) through upsell, cross‑sell, and renewal activities.
• Hands‑on experience with Gainsight, Power BI, or comparable customer success platforms and data visualization tools.
• Comfort operating within a matrixed organization, collaborating across sales, product, engineering, and support functions.
• Background in manufacturing, industrial automation, or related sectors is highly desirable.
• Strong analytical mindset with the ability to translate complex data into actionable business insights.
• Exceptional communication and presentation skills, capable of influencing senior executives.
• Self‑starter attitude with a passion for continuous learning and professional growth.

Core Competencies for Success

• Customer‑Centric Mindset: Prioritize the customer’s business outcomes and champion their success at every touchpoint.
• Strategic Thinking: Ability to see the big picture, align technology solutions with long‑term business goals, and craft multi‑year account strategies.
• Data Literacy: Proficiency in interpreting usage metrics, health scores, and financial data to drive proactive interventions.
• Relationship Building: Establish trust and credibility with C‑level stakeholders, fostering long‑lasting partnerships.
• Problem Solving: Diagnose challenges quickly, propose innovative solutions, and coordinate resources to resolve issues efficiently.
• Adaptability: Thrive in a fast‑changing environment, balancing multiple priorities while maintaining high quality delivery.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is limited only by your ambition. As a Strategic Customer Success Manager, you will have access to:

• Mentorship Programs: Pairing with senior leaders who will guide your professional development.
• Continuous Education: Tuition reimbursement, certifications (e.g., Gainsight Success, Power BI), and internal learning portals.
• Leadership Pathways: Opportunities to advance into Senior Customer Success Manager, Customer Success Director, or regional leadership roles.
• Cross‑Functional Exposure: Collaboration with product management, engineering, and go‑to‑market teams, broadening your business acumen.
• Innovation Projects: Participation in pilot programs and early‑access initiatives that shape the future of industrial automation.

Work Environment & Culture at brighthush

brighthush cultivates a culture of inclusion, curiosity, and impact. Our employees enjoy:

• Hybrid Flexibility: A remote‑first model with optional office days for collaboration and team building.
• Diverse Community: Employee resource groups, cultural celebrations, and a commitment to equity and belonging.
• Purpose‑Driven Projects: Work on solutions that directly contribute to sustainable manufacturing, clean water, and green mobility.
• Recognition Programs: Regular awards for innovation, customer advocacy, and teamwork.
• Health & Wellness: Comprehensive medical, dental, vision plans, mental health resources, and wellness stipends.

Compensation, Perks & Benefits

While exact figures vary based on experience and location, successful candidates can expect a competitive base salary, performance‑based bonuses tied to ARR growth, and a robust benefits package that includes:

• 401(k) with company match.
• Generous paid time off and holidays.
• Flexible work schedule and remote work allowance.
• Professional development budget.
• Employee stock purchase plan.
• Commuter benefits and travel reimbursement for on‑site visits.

Why Join brighthush?

Joining brighthush means becoming part of a global force that is reshaping how the world’s most essential industries operate. You will be at the forefront of delivering cutting‑edge automation technology that drives efficiency, reduces waste, and supports a sustainable future. If you are energized by solving complex problems, love building strategic relationships, and thrive in a fast‑moving, high‑impact environment, we want you on our team.

Ready to Make an Impact?

Take the next step in your career and help our customers achieve extraordinary results. Apply today and become a catalyst for change at brighthush!