Senior Customer Success Adoption Manager – Digital Platforms & EDI/Webshop Optimization Lead – Championing Customer Success & Digital Transformation at brighthush

About brighthush

brighthush is a global pioneer in secure identity and access solutions, empowering people, places, and things to transact safely, work productively, and travel freely. With operations in more than 100 countries and a vibrant workforce of over 4,500 professionals, brighthush is a catalyst for digital transformation that bridges the physical and virtual worlds. Our mission is to build the most trusted identities for the world’s most critical transactions, combining cutting‑edge technology, deep industry expertise, and a culture that values curiosity, collaboration, and continuous learning.

Why brighthush?

At brighthush, you’ll join a high‑tech, mission‑critical organization that shapes the future of secure digital identity. You’ll collaborate with cross‑functional teams across Sales, Product, Engineering, and Operations, working in a flexible, inclusive, and vibrant workplace that rewards innovation and integrity. Our comprehensive compensation package, generous leave policy, and commitment to professional development create an environment where you can thrive both personally and professionally.

Role Overview

As a Senior Customer Success Adoption Manager, you will be the champion of our customers’ journey from onboarding to mastery of our EDI, Webshop, and Customer Command Center tools. You will own the end‑to‑end experience, ensuring that each partner not only adopts our technology but also realizes measurable business value. Your work will directly influence customer satisfaction, retention, and the overall health of our digital ecosystem.

Key Responsibilities

• Customer Onboarding & Adoption – Lead the full onboarding lifecycle for new partners, from initial discovery to go‑live readiness, ensuring a smooth transition to our digital platforms. Design and execute adoption roadmaps, set clear milestones, and track progress against success metrics.
• Operational Excellence – Monitor adoption metrics, transaction quality, and order processing performance; proactively identify risks and recommend corrective actions. Translate data into actionable insights that drive continuous improvement.
• Incident & Escalation Management – Serve as the primary point of contact for incidents, coordinating cross‑functional resolution, business‑impact assessment, and follow‑through. Maintain a clear escalation matrix and ensure timely communication to stakeholders.
• Root‑Cause Analysis & Continuous Improvement – Own root‑cause reviews for recurring issues, assign owners, set due dates, validate fixes, and communicate outcomes to stakeholders. Champion a culture of learning and prevention.
• Release & Change Readiness – Coordinate user acceptance testing, business readiness, and post‑release monitoring for ERP updates, portal enhancements, and new transaction types. Ensure that change management processes are followed and that customers are fully prepared.
• Enablement & Knowledge Management – Create and maintain training resources, workflow guides, readiness checklists, and internal knowledge bases that empower customers and internal teams. Continuously update content to reflect product evolution.
• Health Reporting & Analytics – Build dashboards and health reports that track key performance indicators, and partner with Sales, Operations, and Product to drive end‑to‑end improvements. Present findings to executive leadership.
• Strategic Partnerships – Work closely with trading partners, distributors, and resellers to understand their unique needs and align our solutions with their business objectives. Act as a trusted advisor and advocate for their success.
• Cross‑Functional Collaboration – Influence engineering, product, and support teams without direct authority, ensuring that customer insights shape product roadmaps and service enhancements. Facilitate cross‑team workshops and feedback loops.

Essential Qualifications

• Bachelor’s degree in Business, Supply Chain, Information Systems, Operations, or a related field, or equivalent practical experience.
• Minimum of 2 years’ experience in customer success, digital customer platforms, e‑commerce, EDI, or technical account management.
• Proven track record of owning customer adoption, utilization, and operational performance for technology or digital tools.
• Working knowledge of EDI transaction flows, web‑based customer tools, onboarding, access management, order processing, issue resolution, and user enablement.
• Experience managing incidents, cross‑functional escalations, root‑cause analysis, and corrective action plans.
• Strong analytical skills with the ability to interpret adoption, transaction, and operational data to uncover trends and drive decisions.
• Excellent communication, documentation, facilitation, prioritization, and follow‑through skills.
• Ability to influence cross‑functional teams without direct authority.
• Experience with ERP, CRM, ticketing, e‑commerce, customer portal, analytics, or order‑management systems.

Preferred Qualifications

• Experience with EDI mapping, partner certification, integration platforms, ANSI X12 transactions, VAN, AS2, SFTP, APIs, or managed file transfer.
• Background supporting distributors, resellers, manufacturers, or complex B2B supply chains.
• Knowledge of supply‑chain operations and B2B integration best practices.
• Experience in a high‑tech or SaaS environment with a focus on secure identity or access solutions.

Skills & Competencies

• Strategic Thinking – Ability to see the big picture while managing day‑to‑day operational details.
• Customer‑Centric Mindset – Passion for delivering outstanding customer experiences and measurable outcomes.
• Problem‑Solving – Strong analytical and troubleshooting skills, with a data‑driven approach to root‑cause analysis.
• Project Management – Proven ability to manage multiple initiatives, set clear milestones, and deliver results on time.
• Collaboration – Comfortable working with diverse teams across geography and function.
• Adaptability – Thrive in a fast‑moving, evolving environment and embrace change as an opportunity.
• Communication – Clear, concise, and persuasive in both written and verbal interactions.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is supported by a robust learning ecosystem:

• Structured onboarding and continuous training programs covering technical, product, and soft‑skill development.
• Mentorship from senior leaders and cross‑functional experts.
• Opportunities to lead cross‑team initiatives, product enhancements, and global customer programs.
• Clear promotion paths within Customer Success, Product Management, and Operations.
• Access to industry conferences, certifications, and internal knowledge‑sharing forums.

Work Environment & Culture

brighthush is built on a foundation of inclusivity, empowerment, and innovation. We value:

• Integrity – Transparent, honest, and accountable actions.
• Innovation – Encouraging bold ideas and continuous improvement.
• Empowerment – Trusting employees to own their work and make decisions.
• Collaboration – Open communication across teams and geographies.
• Work‑Life Balance – Flexible work arrangements, generous leave, and wellness programs.

Compensation & Benefits

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

• Base salary aligned with market benchmarks.
• Performance‑based bonuses and equity options.
• Comprehensive health, dental, and vision insurance.
• Retirement savings plan with company match.
• Generous paid time off, including vacation, sick leave, and personal days.
• Flexible work arrangements and remote‑work options.
• Wellness initiatives, including gym memberships and mental health resources.
• Professional development budget and tuition reimbursement.

How to Apply

Ready to shape the future of secure digital identity and help our partners thrive? Submit your application through the link below. We look forward to learning how your expertise and passion align with brighthush’s mission.

Apply to this job

brighthush is an equal‑opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, disability, or veteran status.