Seasoned Senior Customer Success Manager – Hospitality SaaS Solutions & Global Client Engagement Lead – Championing Adoption, Retention, and ROI at brighthush

About brighthush

brighthush is a trailblazing vertical SaaS company that is redefining the hospitality landscape with intelligent, data‑driven solutions built on the Salesforce platform. Our mission is to empower hotels, event venues, and hospitality operators worldwide with tools that streamline operations, elevate guest experiences, and unlock new revenue streams. By marrying deep industry expertise with a passion for innovation, we help our clients transform their businesses and stay ahead of the curve in an ever‑evolving market.

As a global leader, brighthush is committed to fostering a culture of collaboration, continuous learning, and customer‑centricity. We believe that our people are our greatest asset, and we invest heavily in their professional growth, well‑being, and work‑life balance. Whether you’re a seasoned industry veteran or an ambitious newcomer, brighthush offers a dynamic environment where you can thrive, innovate, and make a tangible impact on the hospitality sector.

Why Join brighthush?

• Impactful Work: Drive the success of thousands of hospitality partners across the globe, helping them achieve higher adoption rates, increased retention, and measurable ROI.
• Career Growth: Accelerate your career with mentorship from industry leaders, access to advanced training programs, and clear pathways to senior leadership roles.
• Innovative Culture: Collaborate with cross‑functional teams that blend technology, product, and customer experience to deliver world‑class solutions.
• Global Reach: Work with clients from diverse cultural backgrounds and markets, expanding your global perspective and skill set.
• Flexible Work Environment: Enjoy a fully remote role based in Europe, with flexible hours that support a healthy work‑life balance.
• Inclusive Community: Join a workforce that celebrates diversity, equity, and inclusion, ensuring every voice is heard and valued.
• Cutting‑Edge Tools: Leverage industry‑leading platforms such as Salesforce, Gainsight, ChurnZero, and advanced analytics suites to drive customer success.

About the Role

As a Senior Customer Success Manager at brighthush, you will be the primary advocate for our clients, ensuring they derive maximum value from our platform. You will own the end‑to‑end customer journey, from onboarding through renewal, and will play a pivotal role in driving product adoption, customer satisfaction, and revenue growth. Your strategic mindset, deep industry knowledge, and ability to influence stakeholders across all levels will set you apart as a trusted partner to our hospitality partners.

Key Responsibilities

• Own the entire customer lifecycle: onboarding, adoption, expansion, and renewal.
• Develop and execute tailored adoption plans that align with each client’s business objectives.
• Monitor customer health metrics, proactively identify renewal risks, and collaborate with sales to mitigate churn.
• Conduct regular business reviews, present data‑driven insights, and recommend strategic initiatives.
• Build and nurture long‑term relationships with C‑suite executives, operations managers, and technology leads.
• Serve as a trusted advisor on industry trends, best practices, and emerging technologies.
• Collaborate with Product, Engineering, Marketing, and Sales to relay customer feedback and influence roadmap decisions.
• Leverage tools such as Salesforce, Gainsight, ChurnZero, Claude, Cowork, and Code to track interactions, automate workflows, and generate actionable insights.
• Represent brighthush at industry events, webinars, and conferences to showcase our solutions and build brand awareness.
• Champion continuous improvement initiatives within the Customer Success team, sharing lessons learned and best practices.
• Mentor junior team members, providing guidance on strategy, communication, and technical tools.

Essential Qualifications

• Minimum 3+ years of experience in hotel or venue operations, event management, or sales within the hospitality sector.
• Proven track record in stakeholder management, with the ability to influence and collaborate across multiple levels of an organization.
• Experience driving adoption of new tools or platforms, ideally within a SaaS environment.
• Professional fluency in English and at least one additional language—German, French, or Spanish—to effectively communicate with our diverse client base.
• Strong analytical mindset, with the ability to interpret data, identify trends, and translate insights into actionable strategies.
• Excellent written and verbal communication skills, capable of crafting compelling presentations and clear, concise documentation.
• Self‑motivated, organized, and detail‑oriented, with a passion for delivering outstanding customer experiences.
• Experience with customer success platforms such as Gainsight or ChurnZero is highly desirable.
• Familiarity with Salesforce and related CRM tools, including data import/export, automation, and reporting.

Preferred Qualifications

• Background in SaaS product management or customer success within a technology company.
• Knowledge of hospitality industry standards, such as PMS, POS, and revenue‑management systems.
• Experience with data analytics tools (e.g., Tableau, Power BI) and a strong understanding of key performance indicators (KPIs) in customer success.
• Prior involvement in product launches, beta testing, or feature rollouts.
• Demonstrated ability to manage multiple high‑priority projects simultaneously in a fast‑paced environment.
• Experience leading cross‑functional initiatives, such as customer advocacy programs or internal training workshops.

Skills & Competencies

• Customer‑Centric Mindset: Deep empathy for client challenges and a relentless drive to solve problems.
• Strategic Thinking: Ability to see the big picture, align customer goals with business objectives, and propose innovative solutions.
• Data‑Driven Decision Making: Proficiency in interpreting metrics, generating reports, and using data to inform actions.
• Collaboration & Influence: Strong teamwork skills, with the ability to influence stakeholders across product, engineering, and sales.
• Adaptability: Comfortable navigating ambiguity, pivoting priorities, and thriving in a dynamic, remote environment.
• Technical Aptitude: Comfortable learning new software, integrating APIs, and troubleshooting technical issues.
• Multilingual Communication: Fluency in English and at least one additional language to engage with a global client base.
• Project Management: Ability to plan, execute, and monitor projects with clear timelines and deliverables.
• Leadership & Mentorship: Experience guiding junior teammates and fostering a culture of continuous learning.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent and providing a clear path for advancement. As a Senior Customer Success Manager, you will have access to:

• Structured mentorship programs with senior leaders in product, engineering, and sales.
• Regular training sessions on industry trends, new product features, and advanced customer success methodologies.
• Opportunities to lead cross‑functional initiatives, such as product launches or customer advocacy programs.
• Clear promotion tracks to roles such as Customer Success Director, Head of Customer Success, or VP of Customer Experience.
• Participation in global conferences, workshops, and industry events to broaden your network and expertise.
• Access to a dedicated learning budget for courses, certifications, and conferences.
• Involvement in internal innovation labs where you can experiment with new tools and processes.

Work Environment & Culture

brighthush thrives on a culture that values innovation, transparency, and collaboration. Our remote‑first approach means you can work from anywhere in Europe while staying connected through:

• Weekly virtual team stand‑ups and monthly all‑hands meetings.
• Collaborative tools such as Slack, Microsoft Teams, and Miro for real‑time communication and brainstorming.
• Regular virtual coffee chats and informal “watercooler” sessions to build camaraderie.
• A culture of psychological safety, where every voice is heard and ideas are encouraged.
• Commitment to diversity, equity, and inclusion, ensuring a welcoming environment for all employees.
• Flexible work hours that support a healthy work‑life balance.
• Annual company‑wide retreats or team‑building events (subject to travel restrictions).

Compensation, Perks, & Benefits

While specific figures may vary based on experience and location, brighthush offers a competitive compensation package that includes:

• Base salary commensurate with market standards for senior customer success roles in Europe.
• Performance‑based bonuses tied to customer retention, adoption metrics, and overall business impact.
• Equity or stock‑option plans to align your success with the company’s growth.
• Comprehensive health, dental, and vision insurance plans.
• Flexible paid time off (PTO) and a generous holiday schedule.
• Professional development budget for courses, certifications, and conferences.
• Wellness programs, including virtual fitness classes, mental health resources, and ergonomic support.
• Access to a company‑wide learning platform with courses on leadership, technology, and industry trends.
• Annual performance reviews with clear metrics and growth pathways.

How to Apply

Ready to take the next step in your career and help shape the future of hospitality technology? We’d love to hear from you! Submit your application through our careers portal, and let’s explore how your expertise can drive success for brighthush and our global clientele.