Strategic Customer Success Manager – OEM Partnerships & Growth (EMEA)

About brighthush

brighthush is a global leader in high‑precision optical technologies, headquartered in Tokyo, Japan, with a robust presence across 57 locations worldwide. With a dedicated team of over 4,500 professionals, brighthush delivers cutting‑edge microscope systems and optical components that power clinical diagnostics, life‑science research, semiconductor manufacturing, space biology, and industrial instrumentation. Our OEM partners rely on our unrivaled optical quality to integrate our components into their next‑generation instruments, enabling breakthroughs in science and technology worldwide.

In the EMEA region, brighthush Europe—based in Hamburg, Germany—serves more than 770 specialists across 16 countries. We are now expanding our footprint by creating a brand‑new Customer Success Manager role focused exclusively on OEM relationships. This is not a routine sales or support position; it is a strategic, high‑visibility role that will shape how we nurture, grow, and retain our most valuable long‑term partners.

Key Responsibilities

Account Ownership & Retention

• Act as the primary commercial liaison for all established EMEA OEM accounts, building trust with purchasing, operations, and technical teams.
• Maintain a cadence of regular touchpoints—phone, video, and in‑person—to ensure on‑time delivery, rapid issue resolution, and consistently high customer satisfaction.
• Monitor account health metrics and proactively address any risks to retention or renewal.

Proactive Commercial Growth

• Analyze purchasing patterns and usage data to identify incremental expansion opportunities across product lines.
• Lead the quote‑to‑order process, ensuring accurate pricing, contractual terms, and seamless hand‑off to supply chain and operations.
• Collaborate with the sales team to convert upsell and cross‑sell opportunities into tangible revenue.

Co‑Pilot Strategic Growth

• Partner closely with regional Strategic Account Managers who focus on new business development.
• Provide commercial continuity and support during the transition from new design‑ins to long‑term, recurring accounts.
• Share insights and best practices to help the broader OEM team close deals faster and more efficiently.

Global & Cross‑Functional Coordination

• Work daily with local Customer Support in Prague, Applications Engineering, Supply Chain, and Operations to guarantee seamless fulfillment and rapid issue resolution.
• Serve as the escalation point for complex technical or commercial matters, ensuring that all stakeholders are aligned.
• Champion a culture of continuous improvement by feeding back customer insights into product development and service enhancements.

Pipeline & CRM Management

• Maintain accurate forecasting, customer data, and sales activity tracking within our CRM system.
• Provide timely, data‑driven insights to global business planning and strategy teams.
• Ensure data integrity and compliance with GDPR and other regulatory requirements.

Periodic Customer Engagement

• Connect with clients primarily via phone/video, supplemented by face‑to‑face visits, trade shows, and internal team meetings across Europe (approximately once every two months).
• Represent brighthush at industry events, strengthening brand presence and building new relationships.
• Document and share key learnings from customer interactions with the broader team.

Essential Qualifications

• Experience – 3 to 7 years in inside sales, account management, or technical customer success within a B2B environment, ideally in scientific instrumentation, OEM, optics, semiconductors, or life sciences.
• Mindset & Ownership – Demonstrated self‑management, independence, and a proactive drive to combine tactical execution with high‑level vision and process design.
• Language Skills – Business fluency in English and German is mandatory; strong written and spoken proficiency in German is required as a major segment of our regional accounts is based in Germany. French is highly desirable and a significant advantage.
• Technical & System Savvy – Comfortable navigating CRM/ERP tools and engaging in technical product discussions with both engineering and commercial stakeholders.
• Education – Bachelor’s degree in Business, Engineering, Life Sciences, Physics, or a related discipline is preferred.
• Location – EU‑based candidates, particularly those residing in Prague, Czechia, are strongly encouraged to apply.

Preferred Qualifications

• Prior experience working with OEM partners in the life‑sciences or semiconductor sectors.
• Track record of driving revenue growth and expanding account footprints.
• Experience managing multi‑year contracts and long‑term customer relationships.
• Familiarity with the European regulatory landscape for scientific instruments.
• Fluency in additional European languages (e.g., Spanish, Italian, Dutch) is a plus.

Core Skills & Competencies

• Strategic Thinking – Ability to see the big picture while managing day‑to‑day details.
• Relationship Building – Proven skill in cultivating trust and rapport with technical and commercial stakeholders.
• Analytical Acumen – Strong data‑driven decision making, with proficiency in Excel, CRM analytics, and forecasting.
• Communication – Excellent written and verbal communication in English and German, with the capacity to translate complex technical concepts into business value.
• Collaboration – Comfortable working cross‑functionally across global teams, from engineering to supply chain to finance.
• Adaptability – Thrive in a fast‑moving environment, embracing change and driving continuous improvement.

Career Growth & Development

At brighthush, your career trajectory is as dynamic as the technology we deliver. As the inaugural Customer Success Manager for OEM in EMEA, you will:

• Own the end‑to‑end customer journey, positioning yourself as a trusted advisor and strategic partner.
• Shape the Customer Success framework, influencing processes, tools, and best practices that will be replicated across regions.
• Gain exposure to senior leadership, including the Global OEM strategy team, and contribute to high‑level decision making.
• Access a structured learning program that includes technical training on optics and instrumentation, sales methodology, and leadership development.
• Be eligible for accelerated promotion to Senior Customer Success Manager, Director of OEM Success, or other senior roles within brighthush.

Work Environment & Culture

brighthush fosters a culture of innovation, collaboration, and continuous learning. Our global team spans Japan, the US, China, and Europe, creating a truly multicultural environment. We value:

• Autonomy – You will have the freedom to design processes, set priorities, and drive outcomes.
• Transparency – Open communication channels and data‑driven decision making keep everyone aligned.
• Inclusivity – A diverse workforce where every voice is heard and respected.
• Work‑Life Balance – Flexible remote work options across Europe, with a focus on results rather than hours.
• Impact – Your work directly influences the success of our OEM partners and the growth of brighthush.

Compensation & Benefits

While specific figures are tailored to experience and location, brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with market rates for mid‑level Customer Success roles in the EMEA region.
• Performance‑based bonus structure tied to account growth, retention, and customer satisfaction metrics.
• Comprehensive health and wellness benefits, including medical, dental, and vision coverage.
• Retirement savings plan with company matching.
• Generous paid time off, flexible working hours, and remote work options.
• Professional development budget for certifications, conferences, and training.
• Employee stock purchase plan, allowing you to share in brighthush’s long‑term success.

How to Apply

Ready to take the next step in your career and shape the future of OEM customer success at brighthush? Submit your résumé and a cover letter outlining why you’re the ideal candidate for this role. We look forward to exploring how your expertise and passion can help us deliver unparalleled value to our partners across Europe.