Senior AI Customer Success Manager – Global Enterprise Transformation Lead, Remote, Driving AI Adoption & Operational Excellence in Manufacturing & Supply Chain at brighthush

About brighthush

brighthush is not just another SaaS company; we are the catalyst that turns raw data into decisive, high‑velocity action for mid‑market manufacturers and supply‑chain leaders worldwide. Founded in 1979, we evolved from a traditional ERP vendor into a cloud‑native, AI‑powered platform that blends advanced analytics, large language models (LLMs), and intelligent automation to solve the most complex operational challenges. Our mission is simple yet ambitious: help enterprises turn data into decisive action, reduce manual toil, and accelerate growth through AI‑driven decision making.

As a remote‑first organization headquartered in the United States, brighthush offers a flexible, inclusive culture that values curiosity, collaboration, and continuous learning. We are a fast‑growing, high‑growth startup that thrives on experimentation, data‑driven insights, and a relentless focus on customer value. If you are passionate about AI, customer success, and enterprise transformation, brighthush is the place to amplify your impact.

Why This Role Matters

The Senior AI Customer Success Manager is the linchpin between our customers and the cutting‑edge AI capabilities we deliver. You will be the trusted advisor who ensures that every client not only adopts our AI tools but also realizes measurable business outcomes—whether that means saving thousands of hours, reducing inventory carrying costs, or improving supplier collaboration. Your work will directly influence product evolution, shape the customer experience, and drive the long‑term success of our enterprise accounts.

Key Responsibilities

AI Coaching & Enablement

• Hands‑on Training – Design and deliver interactive workshops that guide users through prompt engineering, model fine‑tuning, and best‑practice usage.
• Develop role‑specific playbooks that translate AI concepts into everyday operational language.
• Facilitate peer‑learning sessions to foster a community of AI champions within each client organization.

Data Contextualization & Model Customization

• Collaborate with clients to map their unique industry vocabularies, data schemas, and operational nuances into AI model configurations.
• Lead data quality assessments and recommend data enrichment strategies that improve model accuracy.
• Document data lineage and governance practices to ensure compliance and transparency.

Product Advocacy & Voice of the Customer

• Act as the customer’s advocate within the product team, capturing friction points and success stories to inform roadmap decisions.
• Translate complex customer pain points into actionable product requirements.
• Champion user‑centric design principles across engineering, data science, and UX teams.

Technical Escalation Management

• Partner with Solutions Engineers and Support to diagnose and resolve complex technical or data‑related issues swiftly.
• Own the escalation lifecycle, ensuring timely communication and resolution.
• Document root‑cause analyses and share lessons learned with the broader team.

Playbook Development & Knowledge Sharing

• Document proven implementation patterns and success frameworks to scale best practices across the Customer Success organization.
• Maintain a living library of case studies, FAQs, and troubleshooting guides.
• Lead quarterly knowledge‑sharing sessions with cross‑functional teams.

Customer Onboarding Oversight

• Monitor PS‑led implementation projects, ensuring smooth go‑live milestones and minimal friction for end‑users.
• Coordinate with Sales, Product, and Engineering to align expectations and deliverables.
• Track onboarding KPIs and report progress to executive sponsors.

Post‑Go‑Live Enablement

• Design and deliver end‑user training, tactical playbooks, office hours, and workflow integration sessions to sustain adoption.
• Run adoption audits and recommend optimization opportunities.
• Facilitate continuous improvement loops through regular check‑ins.

Adoption Metrics & Health Monitoring

• Build deep expertise in AI product metrics, collaborate with Agent Ops, and track usage trends to surface improvement opportunities.
• Develop dashboards that visualize adoption health, ROI, and user satisfaction.
• Present findings to account teams and leadership.

Capacity Reinvestment Coaching

• Work with executive sponsors to quantify capacity freed by AI agents and design structured workflows for reinvestment into strategic initiatives.
• Model financial impact and present ROI to stakeholders.
• Champion a culture of continuous improvement and proactive decision making.

Recovery & Root‑Cause Analysis

• Lead recovery strategies when adoption drops, collaborating with Product and Engineering to identify root causes and implement corrective actions.
• Develop contingency plans and communicate them to affected customers.
• Track post‑resolution metrics to ensure sustained improvement.

Execution & Measurement

• Roll out tailored training, workflow updates, and change‑management initiatives, measuring success at defined checkpoints (e.g., 30‑day, 90‑day).
• Iterate on programs based on data and feedback.
• Report outcomes to stakeholders and adjust strategy accordingly.

Essential Qualifications

• 5+ years of experience in customer‑facing or operational roles such as Customer Success, Technical Account Management, Management Consulting, or Operations within manufacturing, supply‑chain, or enterprise SaaS environments.
• Deep understanding of strategic sourcing, Sales Ops, supply‑chain risk management, inventory optimization, and back‑office productivity levers.
• Solid grasp of AI concepts, large language models (LLMs), and data‑analytics infrastructure.
• Proficiency in interpreting data trends, running basic queries (SQL, Excel), and building clear reporting frameworks.
• Exceptional presentation and storytelling skills—able to translate complex AI processes into tangible business value.
• High adaptability and resilience in a fast‑paced, high‑growth startup environment.
• Natural ability to build deep customer trust, diffuse escalations empathetically, and influence cross‑functional teams.
• Bachelor’s degree in Business, Computer Science, Data Analytics, or a related field (or equivalent practical experience).

Preferred Qualifications

• Hands‑on experience with manufacturing or supply‑chain workflows (e.g., sourcing, AP/procurement, inventory management, Sales Ops).
• Exposure to enterprise AI/ML platforms, developer tools, or business process automation.
• Experience working with CRM software and Customer Success platforms.
• Track record of driving measurable AI adoption and ROI for enterprise customers.

Skills & Competencies

• Customer‑Centric Mindset – Deep empathy for client challenges and a passion for delivering value.
• Strategic Thinking – Ability to align AI adoption with broader business objectives and long‑term strategy.
• Analytical Acumen – Strong quantitative skills to interpret usage data, identify trends, and recommend actions.
• Communication Excellence – Clear, concise, and persuasive communication across all stakeholder levels.
• Project Management – Proven ability to manage multiple initiatives, timelines, and cross‑functional dependencies.
• Change Management – Skilled at guiding teams through transformation, fostering adoption, and sustaining momentum.
• Technical Fluency – Comfortable learning new AI tools, APIs, and data pipelines quickly.

Career Growth & Learning Opportunities

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

• Lead high‑impact projects that directly influence product strategy and customer outcomes.
• Mentor junior Customer Success professionals, building a high‑performing team.
• Collaborate with Product, Engineering, and Sales to shape the next generation of AI features.
• Participate in cross‑functional leadership forums, gaining exposure to executive decision‑making.
• Own a portfolio of enterprise accounts, driving revenue growth and customer retention.
• Develop expertise in AI product management, data science, and supply‑chain operations.
• Access to a curated learning path that includes advanced AI certifications, industry conferences, and leadership development programs.

Work Environment & Company Culture

brighthush thrives on a culture of curiosity, experimentation, and data‑driven decision making. Our remote‑first model means you can work from anywhere while staying connected through:

• Weekly all‑hands video calls to share wins, challenges, and product updates.
• Monthly virtual coffee chats for informal networking and mentorship.
• Access to a digital learning library covering AI fundamentals, industry trends, and soft‑skill development.
• A collaborative Slack workspace where ideas flow freely across product, engineering, and customer success teams.
• Annual virtual retreats that combine team building, strategy sessions, and fun activities.

Compensation, Perks, and Benefits

While specific figures vary by experience and location, brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with market rates for senior customer success roles.
• Performance‑based bonuses tied to customer adoption metrics, retention, and revenue growth.
• Equity options that allow you to share in the company’s long‑term success.
• Comprehensive health, dental, and vision insurance for you and your dependents.
• Unlimited paid time off and a flexible work‑from‑home policy.
• Professional development stipend for courses, certifications, and conferences.
• Wellness resources, including virtual fitness classes and mental health support.
• Annual stipend for home office equipment and high‑speed internet.

How to Apply

If you are ready to lead AI adoption for enterprise customers, drive measurable business outcomes, and shape the future of supply‑chain technology, we want to hear from you. Submit your resume and a brief cover letter outlining why you’re the perfect fit for this role. Join brighthush and help us turn data into decisive action for the world’s most dynamic manufacturers and supply‑chain leaders.

Apply now and become a pivotal part of brighthush’s mission to revolutionize enterprise operations with AI.