Senior AI Customer Success Manager – AI Adoption & Enablement Strategist for Manufacturing & Supply Chain Excellence

About brighthush

brighthush is a trailblazing SaaS company that is redefining the manufacturing and supply‑chain landscape. By weaving together people, processes, and data into a single, intelligent System of Action, we empower manufacturers to operate at a Champion Pace, achieving measurable productivity, resilience, and growth in just 90 days. Our platform is built on three core pillars: Frontline Empowerment, Intelligent Backbone, and Agentic AI. These pillars work together to deliver real‑world solutions that drive operational excellence and strategic decision‑making.

Why Join brighthush?

At brighthush, we are on a mission to solve the most pressing challenges in manufacturing and supply chain management. Our culture is rooted in innovation, collaboration, and continuous learning. We value every employee’s unique perspective and are committed to fostering an inclusive environment where everyone can bring their whole self to work. As a member of our Customer Success team, you will have the opportunity to shape the future of AI‑driven manufacturing, influence product strategy, and build lasting relationships with enterprise customers.

Position Overview

The Senior AI Customer Success Manager serves as an overlay enablement and adoption strategist across regional Customer Success (CS) teams. As our AI‑powered products transition into General Availability (GA) and sustained operations, you will ensure customers quickly realize value, build trust, and drive continuous usage. You will act as a trusted advisor, helping clients activate, integrate, and maximize the value of our AI platform. Your success will be measured by AI product adoption, AI‑specific Net Revenue Retention (NRR), and customer referenceability.

Key Responsibilities

• AI Adoption & Enablement
  • Deliver human enablement and coaching, teaching users best practices for AI value realization, including workflow configuration and effective prompt engineering.
  • Assist clients in configuring the AI to reflect their specific industry, data schemas, and domain terminology.
• Cross‑Functional Collaboration
  • Act as the voice of the customer, capturing user friction points to directly influence the product roadmap.
  • Partner with Solutions Engineers and Support to resolve complex technical issues or data anomalies swiftly.
  • Document successful implementation patterns and develop playbooks to scale best practices across the CS organization.
• New Product Launch & Customer Onboarding
  • Monitor PS‑led implementation projects for AI‑powered products across the region as go‑live milestones approach.
  • Support CSMs and customers through technical onboarding processes to minimize friction at this critical stage.
  • Design and deliver end‑user training, tactical playbooks, customer office hours, and workflow integration sessions for regional CS teams and end‑users.
  • Consume handoff briefs to understand customer nuances, edge cases, and field reality before taking operational ownership.
  • Identify and elevate launches falling below baseline metrics to prevent sustained adoption failure.
• Sustained AI Operations
  • Develop deep expertise in AI product metrics and work with Agent Ops to address agent behavior issues.
  • Partner with Regional CSMs to maintain continuous usage and relationship health across established enterprise accounts.
  • Continuously provide end‑user guidance, tips, and workflow optimization to ensure long‑term retention.
  • Capture ongoing customer feedback and usage signals, feeding them back to Product Operations and Engineering to improve the core platform.
• Strategic Value Attribution & Capacity Reallocation
  • Partner with customer executive sponsors and operational leaders to track capacity freed by AI agents and establish structured workflows for reinvesting time into strategic projects.
  • Guide customer teams away from manual, reactive tasks toward proactive, exception‑based decision making and strategic supplier/customer management.
• Adoption Rescue Playbook
  • Lead the recovery strategy when adoption drops due to enablement challenges such as low AI trust or training gaps.
  • Analyze user feedback, performance scores, and usage data to identify root causes.
  • Roll out tailored training, workflow updates, and change management initiatives, measuring success at the 30‑day checkpoint.

Essential Qualifications

• Domain Expertise – Solid understanding of strategic sourcing, Sales Ops, supply chain risk management, inventory optimization, and shop‑floor/back‑office productivity levers.
• AI Literacy – Deep knowledge of artificial intelligence concepts, large language models (LLMs), and data analytics infrastructure.
• Data Fluency – Ability to interpret data trends, run basic data queries (SQL, Excel), and build clear reporting frameworks.
• Product Adaptation – Highly capable of mastering a rapidly evolving, technical product ecosystem.
• CRM & CS Platform Knowledge – Familiarity with leading CRM software and customer success platforms.
• Experience – 5+ years in customer‑facing or operational roles (Customer Success, Technical Account Management, Management Consulting, or Operations) within manufacturing, supply chain, or enterprise SaaS environments.
• Education – Bachelor’s degree in Business, Computer Science, Data Analytics, or a related field (or equivalent practical experience).

Preferred Qualifications

• Experience with enterprise AI/ML platforms, developer tools, or business process automation.
• Prior exposure to manufacturing/supply chain workflows such as sourcing, AP/procurement, inventory management, and Sales Ops.
• Track record of driving AI adoption and measurable business outcomes.
• Strong presentation skills to translate dense technical AI processes into clear business value.
• Ability to thrive in a fast‑paced, high‑growth startup environment with shifting priorities.

Key Skills & Competencies

• Communication – Exceptional presentation and storytelling skills.
• Ambiguity Management – High adaptability to navigate shifting requirements.
• Relationship Building – Natural ability to build deep customer trust and diffuse escalations empathetically.
• Analytical Thinking – Strong problem‑solving skills and data‑driven decision making.
• Collaboration – Proven ability to work cross‑functionally with Product, Engineering, and Support teams.

Career Growth & Learning Opportunities

At brighthush, your career path is designed to evolve with your ambitions. As a Senior AI Customer Success Manager, you will:

• Lead high‑impact initiatives that shape product strategy and customer experience.
• Mentor junior CS team members and share best practices across the organization.
• Participate in cross‑functional leadership forums, influencing the direction of AI and automation initiatives.
• Access continuous learning resources, including AI certifications, industry conferences, and internal knowledge hubs.
• Advance into senior leadership roles such as Director of Customer Success, Head of AI Enablement, or VP of Customer Experience.

Work Environment & Culture

brighthush is a virtual‑first company, offering the flexibility to work from home while fostering a strong sense of community. We encourage regular virtual town halls, regional meet‑ups, and cross‑team hackathons to keep collaboration vibrant. Our culture is built on transparency, accountability, and a shared commitment to delivering customer success.

Compensation & Benefits

We offer a competitive total rewards package that includes:

• Base salary range: $100,000 – $150,000 per year, commensurate with experience.
• Performance‑based bonuses tied to AI adoption, NRR, and customer satisfaction metrics.
• Equity options to share in brighthush’s growth.
• Comprehensive health, dental, and vision insurance.
• Flexible paid time off and a generous parental leave policy.
• Professional development stipend and access to industry‑leading training platforms.
• Wellness programs, including virtual fitness classes and mental health resources.

How to Apply

If you are passionate about AI, customer success, and transforming manufacturing operations, we want to hear from you. Join brighthush and help us empower manufacturers worldwide to achieve Champion Pace and sustainable growth.