Senior AI Customer Success Manager – Remote – Driving AI Adoption & Customer Success at brighthush

About brighthush

brighthush is a trailblazing AI‑powered manufacturing platform that empowers mid‑market manufacturers to unlock unprecedented efficiency, reduce costs, and accelerate innovation. With a rich heritage that dates back to 1979, brighthush has evolved from a traditional ERP provider into a modern, cloud‑native solution that blends advanced analytics, large language models, and intelligent automation. Our mission is simple: help manufacturers transform their operations by turning data into actionable insights and automating routine tasks so that people can focus on strategy and growth.

As a fully virtual, remote‑first company, brighthush offers the flexibility and freedom that high‑performing professionals crave. Our distributed teams span the United States, and we are committed to fostering a culture of collaboration, continuous learning, and customer obsession. If you thrive in a fast‑paced, high‑growth environment and want to make a tangible impact on real‑world manufacturing challenges, brighthush is the place for you.

Why This Role Matters

Our AI platform is rapidly gaining traction across the manufacturing sector, but the true value lies in how customers adopt, integrate, and continuously derive ROI from the technology. As a Senior AI Customer Success Manager, you will be the linchpin that connects our product, engineering, and customer success teams. You will guide customers through the entire AI journey—from onboarding and training to adoption recovery and long‑term optimization—ensuring they realize measurable business outcomes and become advocates for brighthush.

Key Responsibilities

• AI Coaching & Enablement: Deliver human‑centered coaching that teaches users best practices for AI value realization, including workflow configuration, prompt engineering, and data governance.
• Data Contextualization: Work closely with clients to tailor the AI to their industry, data schemas, and domain terminology, ensuring the model speaks their language and delivers relevant insights.
• Product Feedback Loop: Act as the voice of the customer by capturing friction points, usage patterns, and feature requests, and translating them into actionable insights for the product roadmap.
• Technical Escalation Management: Partner with Solutions Engineers and Support to diagnose and resolve complex technical issues or data anomalies, ensuring minimal disruption to the customer’s operations.
• Playbook Development: Document successful implementation patterns and best‑practice playbooks that can be scaled across the Customer Success organization.
• Customer Onboarding: Monitor PS‑led implementation projects for AI‑powered products, ensuring smooth go‑live milestones and minimizing friction for both customers and CSMs.
• Post‑Go‑Live Enablement: Design and deliver end‑user training, tactical playbooks, office hours, and workflow integration sessions to sustain adoption and drive continuous improvement.
• Phase Handoff & Early Escalation: Consume handoff briefs to understand customer nuances, identify early signs of adoption decline, and proactively intervene before issues become entrenched.
• Adoption Metrics Monitoring: Develop deep expertise in AI product metrics, collaborate with Agent Ops, and address agent behavior issues to keep usage on track.
• Relationship & Usage Health: Partner with Regional CSMs to maintain continuous usage and relationship health across enterprise accounts.
• In‑Product & Operational Enablement: Provide ongoing guidance, tips, and workflow optimization to ensure long‑term retention and satisfaction.
• Field Signal Feedback: Capture real‑time customer feedback and usage signals, feeding them back to Product Operations and Engineering for continuous platform improvement.
• Capacity Reinvestment Coaching: Collaborate with executive sponsors to quantify capacity freed by AI agents, and help customers reinvest those savings 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.
• Recovery Ownership: Lead recovery strategies when adoption drops due to enablement challenges, low AI trust, or training gaps.
• Root Cause Analysis: Work with Product and Engineering to analyze user feedback, performance scores, and usage data to identify why adoption fell.
• Execution & Measurement: Roll out tailored training, workflow updates, and change management initiatives, measuring success at the 30‑day checkpoint.

Essential Qualifications

• 5+ years of customer‑facing experience in Customer Success, Technical Account Management, Management Consulting, or Operations, preferably within manufacturing, supply chain, or enterprise SaaS environments.
• Deep understanding of strategic sourcing, Sales Ops, supply chain risk management, inventory optimization, and shop‑floor/back‑office productivity levers.
• Strong grasp of artificial intelligence concepts, large language models (LLMs), and data analytics infrastructure.
• Proficiency in interpreting data trends, running basic data queries (SQL, Excel), and building clear reporting frameworks.
• Exceptional presentation skills, with the ability to translate dense technical AI processes into clear business value for diverse audiences.
• High adaptability and resilience in a fast‑paced, high‑growth startup environment.
• Natural ability to build deep customer trust and diffuse escalations empathetically.
• Bachelor’s degree in Business, Computer Science, Data Analytics, or a related field (or equivalent practical experience).

Preferred Qualifications

• Experience with manufacturing/supply chain workflows such as sourcing, AP/procurement, inventory management, and Sales Ops.
• Hands‑on exposure to enterprise AI/ML platforms, developer tools, or business process automation.
• Knowledge of CRM software and Customer Success platforms.
• Experience leading cross‑functional initiatives that bridge product, engineering, and customer success.

Skills & Competencies

• Customer‑centric mindset with a passion for driving adoption and value.
• Strategic thinking and analytical rigor.
• Excellent communication and storytelling abilities.
• Project management and change‑management expertise.
• Technical curiosity and a willingness to master evolving product ecosystems.
• Collaboration across remote, distributed teams.

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 initiatives that directly influence product strategy and customer outcomes.
• Mentor junior team members and share best practices across the organization.
• Participate in cross‑functional projects that expose you to product, engineering, and sales.
• Access continuous learning resources, including AI workshops, industry conferences, and internal knowledge‑sharing sessions.
• Advance into leadership roles such as Director of Customer Success, Head of AI Enablement, or VP of Customer Experience.

Work Environment & Culture

brighthush is a fully virtual, remote‑first company that values flexibility, autonomy, and results. Our culture is built on:

• Customer Obsession: Every decision is driven by the goal of delivering maximum value to our customers.
• Innovation: We encourage experimentation and reward creative solutions.
• Collaboration: Cross‑functional teamwork is essential to our success.
• Growth Mindset: Continuous learning and personal development are integral to our culture.
• Diversity & Inclusion: We celebrate diverse perspectives and foster an inclusive environment.

Compensation & Benefits

While specific figures are tailored to experience and market conditions, brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with experience.
• Performance‑based bonuses tied to customer adoption metrics and team goals.
• Equity or stock‑option plans to share in the company’s growth.
• Comprehensive health, dental, and vision insurance.
• Flexible paid time off and a generous parental leave policy.
• Professional development budget and access to industry conferences.
• Remote work stipend and occasional travel to our regional hubs (up to 25% travel).

How to Apply

If you are ready to take the next step in your career and help manufacturers unlock the full potential of AI, we would love to hear from you. Please submit your resume and a brief cover letter outlining why you are the ideal fit for this role.

Join brighthush and be part of a team that is redefining the future of manufacturing through AI. Your expertise will help shape the next generation of intelligent solutions and drive real business impact for our customers worldwide.