Dynamic Customer Success Specialist – Hospitality & IoT Solutions – Remote, Full‑Time, brighthush – Driving Guest Experience Excellence

About brighthush

brighthush is a trailblazing technology partner that empowers the hospitality industry with cutting‑edge IoT solutions. From boutique hotels to large vacation‑rental portfolios, we deliver seamless, data‑driven experiences that delight guests and streamline operations. Our mission is to transform the way people stay, by marrying smart technology with exceptional customer service. As a remote‑first company, we value flexibility, collaboration, and a culture of continuous learning. If you thrive in a fast‑paced, customer‑centric environment and want to make a tangible impact on the world of hospitality, brighthush is the place for you.

Position Overview

We are seeking a dynamic, technically minded, and personable Customer Success Specialist to join our Customer Success team. In this role, you will be the primary advocate for our hospitality partners—Airbnb hosts, vacation‑rental property managers, and hotel leaders—ensuring they receive the support and guidance needed to maximize the value of brighthush’s IoT platform.

Why brighthush?

• Work from anywhere—our fully remote model gives you the freedom to balance life and work.
• Collaborate with a global team of engineers, product managers, and marketers.
• Drive real change for thousands of hospitality professionals worldwide.
• Grow your career with mentorship, training, and a clear path to leadership.

Key Responsibilities

As a Customer Success Specialist, you will be the linchpin between brighthush’s technology and our clients’ success. Your day‑to‑day tasks will include:

• Build and nurture lasting relationships: Establish trust with clients through proactive communication, regular check‑ins, and a “customer first” mindset.
• Onboard new partners: Guide clients through the entire onboarding journey—from initial setup to full adoption—ensuring they understand and leverage every feature.
• Provide Tier 1 technical support: Resolve hardware and software issues, troubleshoot connectivity problems, and answer product questions with empathy and clarity.
• Manage support tickets: Log, prioritize, and track tickets in Salesforce, ensuring timely resolution and accurate documentation.
• Collaborate cross‑functionally: Work closely with Engineering, Product, and Sales to deliver technical projects, gather feedback, and influence roadmap decisions.
• Develop support content: Create and maintain onboarding guides, FAQs, and troubleshooting playbooks for both internal teams and clients.
• Implement testing processes: Design and execute test plans for new and existing products, ensuring they meet client needs and quality standards.
• Analyze and report: Track key metrics (ticket volume, resolution time, NPS) and provide actionable insights to improve the customer experience.

Essential Qualifications

To excel in this role, you should bring the following:

• Minimum of 2 years in a technical support, customer success, or related role.
• Bachelor’s degree in Business, Computer Science, Computer Engineering, Information Technology, or a closely related field.
• Fluent English speaker and writer—both written and verbal communication must be clear, concise, and professional.
• Strong knowledge of IoT concepts, device ecosystems, and connectivity protocols.
• Proven ability to troubleshoot hardware and software issues methodically and efficiently.
• Experience with CRM platforms (Salesforce preferred) and ticketing systems.
• Excellent interpersonal skills—capable of building rapport with diverse stakeholders.

Preferred Qualifications

While not mandatory, the following will give you a competitive edge:

• Experience with hospitality technology or property‑management systems.
• Familiarity with tools such as Chorus, Fullstory, Outreach, and Jira.
• Background in data analysis—comfortable interpreting dashboards and generating insights.
• Knowledge of cloud platforms (AWS, Azure, GCP) and basic scripting (Python, Bash).
• Previous remote work experience in a distributed team environment.

Skills & Competencies

Success at brighthush requires a blend of technical acumen and soft skills:

• Technical Proficiency: Comfortable with IoT devices, network diagnostics, and software troubleshooting.
• Customer‑Centric Mindset: Passion for delivering exceptional service and turning challenges into opportunities.
• Communication: Clear, empathetic, and persuasive—both in writing and speaking.
• Problem‑Solving: Analytical thinker who can break down complex issues and devise practical solutions.
• Collaboration: Works seamlessly with cross‑functional teams, sharing insights and driving collective success.
• Adaptability: Thrives in a fast‑changing environment, quickly learning new tools and processes.
• Time Management: Prioritizes tasks effectively, meeting deadlines while maintaining high quality.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent and fostering continuous development. As a Customer Success Specialist, you will:

• Advance to Senior Customer Success Manager or Team Lead roles within 2–3 years.
• Participate in leadership training, mentorship programs, and industry conferences.
• Contribute to product strategy by feeding customer insights into roadmap planning.
• Earn certifications in IoT, cloud technologies, or customer success frameworks.
• Benefit from a culture that rewards initiative, innovation, and results.

Work Environment & Culture

brighthush’s remote culture is built on trust, transparency, and collaboration. We celebrate diversity, encourage open dialogue, and prioritize work‑life balance. Our team enjoys:

• Weekly virtual coffee chats and monthly all‑hands meetings.
• Flexible scheduling—our core hours are 9 AM–6 PM PST, but we trust you to manage your own productivity.
• Access to a digital wellness toolkit, including meditation apps and ergonomic resources.
• Annual “Innovation Hackathon” where teams prototype new features or process improvements.
• Recognition programs that highlight outstanding contributions and milestones.

Compensation & Benefits

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

• Base salary commensurate with market rates for remote Customer Success Specialists.
• Performance‑based bonuses tied to customer satisfaction and retention metrics.
• Health, dental, and vision insurance for you and your dependents.
• Generous paid time off, including holidays and personal days.
• Professional development stipend for courses, certifications, and conferences.
• Equity options—help shape the future of brighthush while sharing in its success.

How to Apply

If you are ready to join a forward‑thinking company that values innovation, customer impact, and personal growth, we would love to hear from you. Submit your resume and a brief cover letter outlining why you’re the perfect fit for brighthush’s Customer Success team. Let’s build the future of hospitality together!