Senior AI Customer Success Manager – Strategic Enablement & Adoption Leader for Manufacturing & Supply Chain SaaS Solutions

About brighthush

brighthush is a trailblazing SaaS company redefining how manufacturers and supply chain professionals harness data, automation, and artificial intelligence to drive operational excellence. With a mission to empower every frontline worker, every procurement team, and every executive with real‑time insights and intelligent decision‑making, brighthush delivers a unified System of Action that transforms raw data into measurable productivity, resilience, and growth.

Our platform is built on three pillars: Frontline Empowerment, Intelligent Backbone, and Agentic AI for Manufacturing. Together, they enable manufacturers to operate at a “Champion Pace,” achieving tangible results in as little as 90 days. As a virtual‑first organization, we prioritize flexibility, collaboration, and a culture that values curiosity, inclusivity, and continuous learning.

Position Overview

As a Senior AI Customer Success Manager at brighthush, you will serve as the strategic bridge between our AI‑powered products and the customers who rely on them. Your role is to accelerate adoption, maximize value, and ensure that every client realizes measurable ROI from our AI platform. You will work closely with regional Customer Success teams, product, engineering, and solutions engineering to deliver a seamless, high‑impact customer experience.

Key metrics of success include AI product adoption rates, AI‑specific Net Revenue Retention (NRR), and the number of AI‑ready customer references that can be leveraged in sales and marketing. You will be a trusted advisor, a data‑driven strategist, and a hands‑on enablement champion—all while driving continuous improvement across the organization.

Key Responsibilities

AI Adoption & Enablement

• AI Coaching: Deliver human enablement sessions that teach users best practices for AI value realization, including workflow configuration and effective prompt engineering.
• Data Contextualization: Guide clients in configuring the AI to reflect their industry, data schemas, and domain terminology, ensuring relevance and accuracy.
• Playbook Development: Document successful implementation patterns and create scalable playbooks that can be deployed across the Customer Success organization.

Cross‑Functional Collaboration

• Product Feedback: Act as the voice of the customer, capturing friction points and translating them into actionable insights for the product roadmap.
• Technical Escalations: Partner with Solutions Engineers and Support to resolve complex technical issues or data anomalies swiftly.
• Field Signal Feedback: Continuously capture customer usage signals and feed them back to Product Operations and Engineering to refine the core platform.

New Product Launch & Customer Onboarding

• Onboarding Oversight: Monitor PS‑led implementation projects for AI‑powered products, ensuring smooth go‑live milestones and minimal friction.
• Post‑Go‑Live Enablement: Design and deliver end‑user training, tactical playbooks, office hours, and workflow integration sessions for regional CS teams.
• Early Escalation: Identify and address launches falling below baseline metrics to prevent sustained adoption failure.

Sustained AI Operations

• Adoption Metrics Monitoring: Develop deep expertise in AI product metrics and collaborate with Agent Ops to address agent behavior issues.
• Relationship & Usage Health: Partner with Regional CSMs to maintain continuous usage and relationship health across enterprise accounts.
• In‑Product Enablement: Provide ongoing end‑user guidance, tips, and workflow optimization to ensure long‑term retention.

Strategic Value Attribution – Capacity Reallocation & Organizational Change

• Capacity Reinvestment Coaching: Work with executive sponsors to track capacity freed by AI agents (e.g., 10,000+ hours annually) and design structured workflows for reinvestment into strategic projects.
• Behavioral & Process Mindset Shift: Guide teams from manual, reactive tasks to proactive, exception‑based decision making and strategic supplier/customer management.

Adoption Rescue Playbook

• Ownership: Lead recovery strategies when adoption drops due to enablement challenges.
• Root Cause Analysis: Collaborate with Product and Engineering to analyze user feedback, performance scores, and usage data.
• Execution & Measurement: Roll out tailored training, workflow updates, and change management initiatives, measuring success at the 30‑day checkpoint.

Qualifications

Technical & Analytical Skills

• Manufacturing & Operational Domain Acumen: Deep understanding of strategic sourcing, sales ops, 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 data trends, run basic queries (SQL, Excel), and build clear reporting frameworks.
• Product Adaptation: Rapid mastery of a rapidly evolving, technical product ecosystem.
• CRM & CS Platform Knowledge: Proficiency with leading CRM and Customer Success platforms.

Soft Skills & Core Competencies

• Communication: Exceptional presentation skills to translate dense technical AI processes into clear business value.
• Ambiguity Management: High adaptability to navigate shifting requirements in a fast‑paced, high‑growth environment.
• Relationship Building: Natural ability to build deep customer trust and diffuse escalations empathetically.

Experience & Education

• 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.
• Practical experience with manufacturing/supply chain workflows (sourcing, AP/procurement, inventory management, sales ops) and exposure to enterprise AI/ML platforms or business process automation.
• Bachelor’s degree in Business, Computer Science, Data Analytics, or a related field (or equivalent practical experience).

Availability & Travel

• Flexible hours that may vary day to day based on customer needs and milestones.
• Remote work with up to 25% regional travel to support in‑person collaboration, strategy sessions, and client visits.

Compensation & Benefits

Competitive base salary ranging from $100,000 to $150,000 per year, commensurate with experience and performance. In addition to a robust benefits package—including health, dental, vision, 401(k) with company match, paid time off, and a generous parental leave policy—brighthush offers:

• Unlimited learning budget for courses, certifications, and conferences.
• Annual performance bonus tied to AI adoption metrics and customer success outcomes.
• Equity participation in a high‑growth SaaS company.
• Flexible work arrangements and a fully virtual environment.

Work Culture & DEI Commitment

At brighthush, we celebrate diversity, equity, and inclusion. Our DEI program is designed to create an environment where every employee feels valued, respected, and empowered to bring their whole self to work. We actively promote a culture of psychological safety, continuous learning, and collaborative problem‑solving. Whether you’re a seasoned veteran or a recent graduate, you’ll find opportunities to grow, innovate, and make a tangible impact.

Career Growth & Learning Opportunities

As a Senior AI Customer Success Manager, you will:

• Lead cross‑functional initiatives that shape the future of AI in manufacturing.
• Mentor junior team members and contribute to the development of internal training programs.
• Advance into leadership roles such as Director of Customer Success, Head of AI Enablement, or VP of Customer Experience.
• Participate in industry conferences, webinars, and thought‑leadership panels.
• Access a curated learning path that includes advanced AI, data science, and leadership development.

Why Join brighthush?

brighthush is at the forefront of the AI revolution in manufacturing and supply chain. By joining our team, you’ll:

• Work with cutting‑edge AI technology that directly impacts millions of dollars in operational efficiency.
• Collaborate with a diverse, high‑performing team that values innovation and customer success.
• Enjoy a flexible, remote‑first work environment that supports work‑life balance.
• Be part of a mission‑driven company that is reshaping an entire industry.

How to Apply

Ready to take the next step in your career? Click the link below to submit your application and join brighthush in transforming the future of manufacturing and supply chain through AI.