Senior Customer Success Manager – Manufacturing & Supply Chain Transformation Lead – AI‑Driven Procurement Solutions
About brighthush
brighthush is a trailblazing AI‑powered technology company that is redefining how manufacturers source and procure parts. By digitizing the entire source‑to‑pay lifecycle—from sourcing and quoting to procurement—our platform accelerates decision‑making, reduces cycle times, and unlocks significant cost savings for companies that rely on custom components. We are on a mission to bring the manufacturing industry into the digital age, empowering plants and supply chains to operate with unprecedented speed, transparency, and efficiency.
Why Join brighthush?
At brighthush, we believe that the best work happens when people feel empowered, supported, and challenged. Our culture is built on collaboration, continuous learning, and a shared commitment to delivering real value for our customers. As a member of our team, you will:
- Drive tangible impact by transforming procurement processes for leading manufacturers.
- Collaborate with cross‑functional experts in product, engineering, data science, and sales to shape the future of our platform.
- Grow professionally through mentorship, training programs, and hands‑on experience with cutting‑edge AI and automation.
- Enjoy a flexible, inclusive work environment that balances remote work with occasional on‑site visits to our clients across Canada and the United States.
Role Overview
As a forward‑deployed Customer Success Manager (CSM) at brighthush, you will be the trusted advisor for our most strategic manufacturing and supply‑chain clients. Your deep domain expertise will allow you to understand the intricacies of each customer’s operations, identify pain points, and design solutions that deliver measurable ROI. You will own the entire customer lifecycle—from kickoff and deployment through health monitoring, renewal, and expansion—without any handoff. Your work will directly influence product roadmap decisions and drive the next wave of innovation.
Key Responsibilities
Deployment & Project Management
- Lead end‑to‑end onboarding, coordinating ERP integrations, buyer training, and supplier onboarding waves.
- Define and track deployment KPIs (e.g., purchase order volume, active suppliers, active buyers) and report progress weekly to ensure steady‑state adoption.
- Collaborate with Support, Product, and Engineering to proactively unblock issues and accelerate resolution.
Domain Expertise & Change Management
- Conduct in‑depth analysis of each customer’s procurement workflow, team dynamics, and friction points.
- Redesign workflows to achieve operational change, not just software adoption, ensuring lasting impact.
- Align stakeholders across operational users, procurement managers, and executives to secure buy‑in.
- Perform on‑site visits to build trust, observe real‑world processes, and accelerate adoption.
Strategic Health & Trusted Advisor
- Run data‑driven Business Reviews that quantify ROI—procurement savings, cycle‑time reductions, and sourcing performance.
- Generate custom reports, run diagnostic workflows, and troubleshoot operational issues to root cause.
- Monitor health signals and intervene before risk escalates, ensuring high customer satisfaction and retention.
Renewals & Expansion
- Own renewals with structured interventions, ensuring a smooth and predictable renewal process.
- Identify expansion signals, build compelling business cases, and collaborate with Sales to secure upsell opportunities.
Essential Qualifications
- 3–5+ years of experience in B2B SaaS Customer Success, Account Management, Implementation, or Project Management within a complex vertical.
- Deep, functional knowledge of manufacturing, supply chain, or procurement—fluent in industry terminology and processes.
- Strong project management skills: structured deployments, timeline ownership, and loop closure.
- Technical fluency: ability to generate reports, navigate data, understand integration concepts, and troubleshoot without always relying on engineering.
- Change management instincts: identify friction, align stakeholders, and drive adoption beyond surface usage.
- Commercial acumen: craft ROI narratives, negotiate renewals, and spot expansion opportunities.
- Willingness to travel for on‑site customer visits across Canada and/or the USA.
- Excellent English; French is a strong plus.
Preferred (brighthush‑Specific)
- Hands‑on experience with ERP systems (SAP, Epicor, Genius, Kinetic, or similar) and supply‑chain operations.
- Exposure to AI or automation workflows, BI/SQL, and CRM/CSP platforms.
Skills & Competencies
- Strategic thinking and analytical mindset.
- Exceptional communication and presentation skills.
- Customer‑centric mindset with a passion for delivering value.
- Adaptability and resilience in a fast‑moving environment.
- Team collaboration across multiple functions.
Career Growth & Learning Opportunities
At brighthush, your career path is designed to evolve with your ambitions. You will:
- Advance from Customer Success Manager to Senior CSM, then to Customer Success Lead or Director roles.
- Participate in leadership development programs and cross‑functional projects.
- Gain exposure to product strategy, data science, and AI research teams.
- Attend industry conferences, workshops, and training sessions to stay ahead of market trends.
Work Environment & Culture Highlights
Our culture is built on:
- Collaboration—open communication channels and shared goals across teams.
- Innovation—a safe space to experiment, iterate, and bring new ideas to life.
- Inclusivity—a diverse workforce where every voice is heard and valued.
- Flexibility—remote work options, flexible hours, and a results‑oriented mindset.
Compensation & Benefits
While specific figures are tailored to experience and location, brighthush offers a competitive total rewards package that includes:
- Base salary commensurate with market standards.
- Performance‑based bonuses tied to customer success metrics.
- Health, dental, and vision insurance.
- Unlimited vacation policy to support work‑life balance.
- Professional development budget and tuition reimbursement.
- Equity or stock‑option opportunities for long‑term growth.
- Wellness programs, mental health support, and employee assistance resources.
Ready to Make an Impact?
If you are a seasoned Customer Success professional with a passion for manufacturing and supply‑chain transformation, we want to hear from you. Join brighthush and help us accelerate the digital transformation of the manufacturing industry—one customer at a time.