Job Description

Customer Success Manager - Automation Technology

📍 Location: Hybrid in Charlotte, North Carolina Office

💰 Salary: $130,000 - $160,000 + bonus

Brightsmith is currently working with a market-leading automation technology company based in Charlotte, NC. They offer cutting-edge solutions that simplify and automate the customer journey, from lead generation through provisioning and billing, while providing advanced tools for network and infrastructure management. They are focused on the ISP and fibre optics markets and are breaking into the utilities and energy sector.

They are now looking for a Customer Success Manager to lead customer onboarding, growth, and satisfaction initiatives. This is a fantastic opportunity for professionals looking to manage a team, lead client relationships, and build deep expertise in rapidly expanding energy markets.

Key Responsibilities

• Develop customer success strategies aligned to business goals and market opportunities, particularly within the utilities sector.
• Design scalable processes for customer onboarding, adoption, and lifecycle management.
• Define clear roles and responsibilities for internal teams and customers to support seamless project execution.
• Serve as the primary point of contact for customer stakeholders, driving communication and proactive issue resolution.
• Continuously improve customer engagement processes to enhance satisfaction and efficiency.
• Monitor success metrics and provide data-driven insights to internal teams.
• Collaborate closely with sales, product, and support teams to deliver a cohesive customer experience.
• Oversee the development of customer training and education programs.
• Act as the voice of the customer, providing feedback to internal teams to support ongoing product and process improvements.
• Manage an existing team of Project Managers & Sales Engineers.

Ideal Candidate

• Bachelor’s degree in Business, Engineering, Computer Science, or a related field.
• 5+ years experience managing customer-facing teams and projects in software, telecommunications, fiber, or infrastructure-related industries .
• Prior experience with FTTH (Fiber to the Home) deployments or network operations is a plus.
• Exposure to PON technology or active network equipment is a bonus.
• Strong leadership, organizational, and problem-solving skills.
• Comfortable working in fast-paced, evolving environments with multiple stakeholders.

Benefits

• Competitive compensation package
• Travel reimbursement & phone allowance
• Medical benefits & 401k

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