Senior AI Customer Success Manager – Enterprise AI Adoption, Strategic Enablement & Value Realization for Manufacturing & Supply Chain

About brighthush – Pioneering the Future of Manufacturing and Supply Chain

At brighthush, we are on a mission to transform the way manufacturers and supply‑chain organizations operate. Our intelligent, adaptive platform connects people, processes, and data into a single System of Action, empowering frontline teams, delivering an intelligent backbone, and leveraging Agentic AI to drive unprecedented productivity, resilience, and growth. As a rapidly scaling SaaS leader, brighthush combines deep industry expertise with cutting‑edge AI technology to solve real‑world problems that matter to our customers.

We are a virtual‑first organization, meaning you’ll work primarily from the comfort of your home while still enjoying the collaborative energy of a global team. Occasional travel (up to 25% of your time) to regional hubs, customer sites, or industry events helps strengthen relationships, accelerate strategy alignment, and foster a culture of shared success.

Why This Role Matters

The Senior AI Customer Success Manager is the linchpin that bridges cutting‑edge AI capabilities with the day‑to‑day realities of manufacturing and supply‑chain operations. As our AI‑powered products transition from early releases to General Availability (GA) and beyond, you will ensure that customers not only adopt the technology quickly but also extract measurable, sustainable value. Your success will be measured by AI product adoption rates, AI‑specific Net Revenue Retention (NRR), and the creation of compelling customer reference stories.

Core Responsibilities

AI Adoption & Enablement

• AI Coaching: Deliver hands‑on enablement sessions that teach users best practices for AI value realization, including workflow configuration and effective prompt engineering.
• Data Contextualization: Partner with customers to configure AI models so they reflect industry‑specific data schemas, terminology, and business rules.
• Cross‑Functional Collaboration: Serve as the voice of the customer, feeding friction points and enhancement ideas directly into the product roadmap.
• Technical Escalations: Work closely with Solutions Engineers and Support to resolve complex technical issues or data anomalies swiftly.
• Playbook Development: Capture successful implementation patterns and codify them into scalable playbooks for the broader Customer Success organization.

New Product Launch & Customer Onboarding

• Onboarding Oversight: Monitor professional‑services‑led implementation projects for AI‑powered solutions, ensuring milestones are met and go‑live dates are realistic.
• Customer Enablement Post‑Launch: Design and deliver end‑user training, tactical playbooks, office‑hour sessions, and workflow integration workshops for regional CS teams and end‑users.
• Phase Handoff Management: Absorb handoff briefs to understand customer nuances, edge cases, and field realities before assuming operational ownership.
• Early Escalation: Identify launches that fall below baseline adoption metrics and trigger proactive interventions to prevent long‑term failure.

Sustained AI Operations & Health Monitoring

• Metric Mastery: Develop deep expertise in AI product metrics, collaborating with Agent Operations to diagnose and remediate issues affecting agent behavior.
• Relationship & Usage Health: Partner with Regional Customer Success Managers (CSMs) to maintain continuous usage, monitor health scores, and nurture executive relationships.
• In‑Product Enablement: Provide ongoing guidance, tips, and workflow optimization recommendations to ensure long‑term retention and expansion.
• Field Signal Feedback: Capture real‑time usage signals and feed them back to Product Operations and Engineering for continuous platform improvement.

Strategic Value Attribution & Organizational Change

• Capacity Reinvestment Coaching: Work with executive sponsors to quantify capacity freed by AI agents (e.g., 10,000+ hours annually) and help customers reinvest that time into strategic initiatives.
• Behavioral & Process Mindset Shift: Guide teams away from manual, reactive tasks toward proactive, exception‑based decision making and strategic supplier/customer management.
• Adoption Rescue Playbook Ownership: Lead recovery strategies when adoption drops, diagnosing root causes, executing targeted training, and measuring impact at 30‑day checkpoints.

Essential Qualifications

• Professional Experience: Minimum 5 years in customer‑facing or operational roles such as Customer Success, Technical Account Management, Management Consulting, or Operations, preferably within manufacturing, supply chain, or enterprise SaaS environments.
• Domain Acumen: Strong understanding of strategic sourcing, sales operations, supply‑chain risk management, inventory optimization, and shop‑floor/back‑office productivity levers.
• AI Literacy: Solid grasp of artificial intelligence concepts, large language models (LLMs), and data‑analytics infrastructure.
• Data Fluency: Ability to interpret trends, run basic queries (SQL, Excel), and build clear reporting frameworks.
• Product Adaptation: Proven ability to master rapidly evolving, technical product ecosystems.
• CRM & CS Platform Knowledge: Familiarity with leading CRM and Customer Success tools.

Preferred Qualifications & Skills

• Experience with enterprise AI/ML platforms, developer tools, or business process automation solutions.
• Track record of delivering AI adoption programs that resulted in measurable revenue growth or cost savings.
• Exceptional presentation and storytelling abilities—able to translate dense technical concepts into clear business value.
• High tolerance for ambiguity and rapid change; thrives in fast‑growth, startup‑like environments.
• Demonstrated relationship‑building skills, especially with senior executives and technical stakeholders.
• Proficiency in creating scalable enablement content (playbooks, webinars, documentation).

Education

Bachelor’s degree in Business, Computer Science, Data Analytics, Engineering, or a related field (or equivalent practical experience). Advanced degrees or certifications in AI/ML, project management, or change management are a plus.

Work Arrangement & Travel

This is a fully remote role, open to candidates located in the United States, United Kingdom, or other eligible regions. Flexibility is essential—working hours may shift to align with customer needs and global launch schedules. Up to 25% travel is expected, including domestic visits, industry conferences, and occasional international trips.

Compensation, Perks & Benefits

• Competitive Base Salary aligned with senior‑level market benchmarks.
• Performance‑Based Incentives tied to AI adoption, NRR, and customer referenceability.
• Equity Participation offering a stake in brighthush’s long‑term growth.
• Comprehensive Health Plans covering medical, dental, and vision.
• Generous Paid Time Off and flexible holiday policies.
• Professional Development Stipends for certifications, conferences, and continuous learning.
• Remote‑Work Support including home office allowance, high‑speed internet reimbursement, and ergonomic equipment.
• Wellness Programs such as virtual fitness classes, mental‑health resources, and employee assistance.
• Diversity, Equity & Inclusion Commitment – brighthush fosters an environment where every voice is heard and valued.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is limited only by your ambition. As a Senior AI Customer Success Manager you will:

• Collaborate directly with product leadership, influencing roadmap decisions that affect thousands of manufacturers worldwide.
• Mentor junior Customer Success professionals, shaping the next generation of AI adoption experts.
• Gain exposure to cutting‑edge AI research, data‑science practices, and enterprise‑scale implementation methodologies.
• Potentially progress into Director‑level roles overseeing global AI enablement, or transition into Product Management, Solutions Architecture, or Strategic Partnerships.

Culture & Values at brighthush

Our culture is built on four pillars:

• Customer‑Centricity: Every decision starts with the customer’s success.
• Innovation: We encourage experimentation, learning from failure, and rapid iteration.
• Collaboration: Virtual teams operate with transparency, shared goals, and mutual respect.
• Inclusivity: brighthush’s DEI program ensures a workplace where diverse perspectives thrive.

We celebrate achievements, support work‑life harmony, and empower employees to bring their whole selves to work.

How to Apply

If you are passionate about AI, have a deep understanding of manufacturing and supply‑chain dynamics, and thrive in a fast‑moving, remote‑first environment, we want to hear from you. Join brighthush and become a catalyst for transformative change across the global manufacturing ecosystem.

Take the next step in your career—apply today and help shape the future of intelligent manufacturing.