Senior AI Customer Success Manager – Enterprise Adoption, Strategy & Enablement for SaaS Solutions

About brighthush

brighthush is on a fast‑track mission to redefine how manufacturers and supply‑chain organizations harness the power of artificial intelligence. As a leading SaaS provider, we deliver intelligent platforms that turn complex data into actionable insights, automate routine processes, and free up human talent for higher‑value work. Our culture is built on curiosity, collaboration, and a relentless focus on delivering real‑world impact for our customers. Because we are a virtual‑first organization, our team members enjoy the flexibility of remote work while staying deeply connected through purposeful travel, digital collaboration spaces, and a shared commitment to excellence.

Why This Role Matters

The Senior AI Customer Success Manager is the linchpin that bridges cutting‑edge AI technology with the day‑to‑day realities of our enterprise clients. As our AI products transition from early releases to General Availability (GA) and beyond, you will ensure that every customer not only adopts the technology quickly but also extracts sustained, measurable value. Your success will be measured by AI product adoption rates, AI‑specific Net Revenue Retention (NRR), and the depth of customer advocacy you cultivate.

Key Responsibilities

AI Adoption & Enablement

• AI Coaching: Conduct hands‑on workshops, virtual labs, and one‑on‑one sessions to teach users best practices for prompt engineering, workflow configuration, and AI‑driven decision making.
• Data Contextualization: Partner with client data teams to map industry‑specific schemas, terminology, and business rules into the AI platform, ensuring relevance and accuracy of outputs.
• Adoption Metrics Monitoring: Define, track, and report on key adoption indicators such as active users, model confidence scores, and time‑to‑value milestones.

Cross‑Functional Collaboration

• Product Feedback Loop: Capture real‑time user friction points, translate them into actionable product requirements, and work closely with Product Management and Engineering to prioritize enhancements.
• Technical Escalations: Serve as the escalation point for complex AI‑related issues, coordinating with Solutions Engineers, Support, and Data Science teams to resolve data anomalies or performance concerns.
• Playbook Development: Document repeatable implementation patterns, create enablement playbooks, and disseminate best practices across the global Customer Success organization.

New Product Launch & Customer Onboarding

• Launch Oversight: Monitor professional services‑led implementation projects, ensuring AI‑powered solutions meet go‑live timelines and quality standards.
• Technical Onboarding: Guide customers through data ingestion, model training, and integration steps, minimizing friction and accelerating time‑to‑value.
• Post‑Go‑Live Enablement: Design and deliver end‑user training, tactical playbooks, office‑hour sessions, and workflow integration workshops for regional CS teams and client users.
• Early Escalation & Rescue: Identify launch initiatives that fall below baseline adoption metrics, trigger early interventions, and execute rescue playbooks to restore momentum.

Sustained AI Operations

• Continuous Health Checks: Partner with Regional Customer Success Managers (CSMs) to conduct quarterly health reviews, usage audits, and satisfaction surveys.
• In‑Product Enablement: Provide ongoing tips, micro‑learning modules, and workflow optimization recommendations directly within the AI platform.
• Field Signal Feedback: Capture ongoing usage signals, sentiment data, and feature requests, feeding them back to Product Operations and Engineering for iterative improvement.

Strategic Value Attribution & Organizational Change

• Capacity Reinvestment Coaching: Quantify time saved by AI agents (e.g., 10,000+ hours annually) and collaborate with executive sponsors to reallocate capacity toward strategic initiatives.
• Behavioral & Process Mindset Shift: Guide client teams away from manual, reactive tasks toward proactive, exception‑based decision making and strategic supplier management.
• Adoption Rescue Playbook Ownership: Lead root‑cause analysis when adoption stalls, work with Product and Engineering to remediate issues, and execute corrective action plans.

Essential Qualifications

• 7+ years of experience in Customer Success, Technical Enablement, or Consulting roles within SaaS or enterprise software environments.
• Demonstrated track record of driving AI or advanced analytics adoption across large, complex organizations.
• Strong data literacy: ability to understand data models, schema mapping, and the fundamentals of machine‑learning pipelines.
• Exceptional consultative selling and relationship‑building skills; proven ability to act as a trusted advisor to C‑suite and operational leaders.
• Excellent communication skills—both written and verbal—including the ability to translate technical concepts into business value.
• Experience with prompt engineering, workflow automation, and AI governance frameworks is highly desirable.
• Proficiency with CRM tools (e.g., Salesforce), Customer Success platforms (e.g., Gainsight), and analytics dashboards.
• Willingness to travel up to 25% regionally for on‑site workshops, executive briefings, and strategic alignment sessions.

Preferred Qualifications & Nice‑to‑Haves

• Background in manufacturing, supply‑chain, or related industrial domains.
• Hands‑on experience with cloud AI services (e.g., AWS SageMaker, Azure AI, Google Vertex AI).
• Certification in Project Management (PMP, PRINCE2) or Agile methodologies.
• Experience building and scaling enablement playbooks for enterprise customers.
• Fluency in multiple languages or experience supporting global, multicultural teams.

Core Skills & Competencies

• Strategic Thinking: Ability to see the big picture, align AI initiatives with business objectives, and articulate ROI.
• Analytical Mindset: Comfortable digging into usage data, performance metrics, and customer feedback to drive continuous improvement.
• Influence & Negotiation: Skilled at gaining buy‑in from diverse stakeholder groups, from technical engineers to senior executives.
• Learning Agility: Rapidly assimilate new AI technologies, product updates, and industry trends.
• Collaboration: Thrive in cross‑functional environments, partnering seamlessly with Product, Engineering, Sales, and Professional Services.
• Empathy & Customer‑Centricity: Deep commitment to understanding client pain points and delivering solutions that exceed expectations.

Career Growth & Development Opportunities

At brighthush, we view every role as a launchpad for future leadership. As a Senior AI Customer Success Manager, you will have access to:

• Mentorship from senior executives and AI product leaders.
• Opportunities to lead global enablement programs and influence product roadmaps.
• Pathways to senior leadership positions such as Director of AI Enablement, Head of Customer Success, or Product Strategy Lead.
• Continuous learning budgets for certifications, conferences, and advanced AI coursework.
• Cross‑regional project assignments that broaden your exposure to diverse industries and market dynamics.

Work Environment & Culture at brighthush

We are a virtual‑first organization that values flexibility, autonomy, and results. Our culture is built on:

• Transparency: Open communication channels, regular town‑halls, and clear visibility into company goals.
• Innovation: A sandbox mindset that encourages experimentation with emerging AI technologies.
• Inclusivity: Diverse teams, inclusive hiring practices, and employee resource groups that celebrate different perspectives.
• Collaboration: Digital collaboration hubs, virtual coffee chats, and quarterly in‑person retreats to strengthen relationships.
• Well‑Being: Comprehensive mental‑health resources, flexible work hours, and a supportive environment that respects work‑life integration.

Compensation, Perks & Benefits

While exact figures vary by location and experience, successful candidates can expect a competitive total‑cash package that includes:

• Base salary aligned with senior‑level market benchmarks.
• Performance‑based annual bonus tied to AI adoption and NRR targets.
• Equity participation in brighthush’s growth journey.
• Comprehensive health, dental, and vision coverage.
• Generous paid time off, parental leave, and sabbatical options.
• Professional development stipend for certifications, conferences, and online courses.
• Home‑office allowance, high‑speed internet reimbursement, and ergonomic equipment support.
• Virtual wellness programs, meditation sessions, and access to mental‑health platforms.

How to Apply

If you are passionate about translating AI breakthroughs into tangible business outcomes, thrive in a fast‑moving SaaS environment, and enjoy partnering with global enterprise teams, we want to hear from you. Join brighthush and become a catalyst for transformation across the manufacturing and supply‑chain ecosystem.

and start your journey with brighthush today.