Head of Customer Success & Implementation – United States – AI‑Driven Restaurant Management Solutions at brighthush

About brighthush

At brighthush, we’re on a mission to transform the restaurant industry by putting operators back in control. Our AI‑powered platform delivers real‑time data, predictive analytics, and operational intelligence that turns thin margins into robust profitability. From food prep to forecasting, we empower restaurants to run with consistency, certainty, and profit. With a growing footprint across Ireland, the UK, Spain, and now the United States, brighthush is poised to become the North American catalyst for a healthier, more sustainable hospitality ecosystem.

Why This Role Matters

Running a restaurant in the U.S. is notoriously tough—margins are razor‑thin, waste is high, and teams are stretched to the limit. The post‑sale journey is where value is either captured or lost. As the Head of Customer Success & Implementation for the U.S., you will own the entire customer lifecycle from closed‑won to renewal and expansion. You’ll be the single point of accountability for customer outcomes, ensuring that every new implementation, go‑live, and adoption phase delivers measurable impact.

Key Responsibilities

• End‑to‑End Customer Journey Ownership – Take full responsibility for U.S. customer outcomes from acquisition through implementation, adoption, renewal, and expansion. Own the seams between each stage to eliminate value leakage.
• Revenue Retention & Forecasting – Own U.S. gross and net revenue retention metrics. Build and maintain accurate forecasts, conduct regular review cadences, and drive account reviews that inform strategic decisions.
• Implementation Design & Execution – Design a scalable methodology for scoping, tiering, resourcing, and governing implementations for multi‑site hospitality operators. Define and measure time‑to‑live and time‑to‑value, and continuously improve delivery metrics.
• AI‑First Operating Model – Build and operationalize the AI‑first post‑sale stack, including health scoring, risk flagging, renewal prep, QBR drafting, project administration, readiness checks, and status reporting. Decide what tasks are automated versus human‑handled.
• Team Leadership & Growth – Directly lead the U.S. post‑sale team from day one, including onboarding, coaching, and succession planning. Design the org structure as the book expands, deciding when to add team leads or segment coverage.
• Enterprise Motion Development – Define the enterprise post‑sale needs that differ from mid‑market, and build a dedicated team to support high‑value accounts.
• Cross‑Functional Collaboration – Partner with U.S. Sales to ensure handover quality, feed customer references back into the growth flywheel, and run a robust feedback loop with the UK‑based Product team.
• Global Alignment – Keep tooling, playbooks, and standards aligned across U.S., U.K., and Ireland without slowing local execution.

Essential Qualifications

• Proven experience owning both implementation and customer success for a complex B2B SaaS product, ideally in a high‑growth, Series B‑to‑Series D environment.
• Deep understanding of the restaurant or hospitality industry, with hands‑on experience in multi‑site or field operations.
• Track record of building or rebuilding an implementation function that includes integrations, data migration, phased rollouts, and change management.
• Strong analytical skills: ability to forecast GRR/NRR, measure time‑to‑value, and translate data into actionable insights.
• Hands‑on leadership: experience managing and developing post‑sale ICs, including at least one promotion to a leadership role.
• Comfort speaking with founders, COOs, CFOs, and Ops Directors in operational and financial terms.
• Experience designing AI‑driven workflows that improve throughput and customer satisfaction.

Preferred Qualifications

• Background in hospitality technology or restaurant management systems.
• Experience defining an enterprise post‑sale motion from scratch.
• Prior exposure to the U.S. market and its unique regulatory and operational landscape.
• Fluency in English; additional languages are a plus.

Skills & Competencies

• Strategic Vision – Ability to see the big picture while managing day‑to‑day execution.
• Customer‑Centric Mindset – Deep empathy for restaurant operators and a relentless focus on delivering value.
• Data‑Driven Decision Making – Use metrics to drive continuous improvement and justify investment.
• Leadership & Coaching – Inspire, mentor, and grow a high‑performing team.
• Change Management – Navigate complex organizational change and ensure adoption of new processes.
• Collaboration – Work seamlessly with Sales, Product, Engineering, and Finance.

Career Growth & Learning Opportunities

At brighthush, you’ll be part of an early‑stage, high‑growth AI startup that values ownership and impact. You’ll:

• Shape the U.S. customer experience from the ground up.
• Own a revenue‑critical function that directly influences company growth.
• Develop expertise in AI‑powered SaaS solutions and hospitality operations.
• Build a network of industry leaders, investors, and partners across the U.S., U.K., and Ireland.
• Receive meaningful equity with a standard 4‑year vesting schedule and 1‑year cliff.

Work Environment & Culture at brighthush

We live by a set of core values that guide every decision:

• Impact & Profit – Deliver real financial results for our restaurant partners.
• Speed & Agility – Move fast, unblock quickly, and deliver with urgency.
• Ownership – Act like owners, own problems, raise the bar, and build better every day.
• Collaboration & Feedback – Win as a crew, grow stronger through shared wins and constructive feedback.
• Diversity & Inclusion – Build better products by welcoming applicants from all backgrounds.

Our hybrid model in New York City allows you to work 2‑3 days a week in our NYC hub or onsite with customers. We value flexibility, continuous learning, and a culture that celebrates both individual and team achievements.

Compensation & Benefits

While specific figures are tailored to experience, you can expect:

• Competitive base salary aligned with market standards for senior leadership in the U.S.
• Performance‑based bonus tied to customer retention, expansion, and revenue metrics.
• Equity stake in brighthush with a 4‑year vesting schedule and 1‑year cliff.
• Comprehensive health benefits: private medical, dental, and vision coverage.
• 401(k) plan with company match up to 4%.
• Generous paid time off: 35 days, including public Apply for this job