Seasoned Senior Customer Success Manager – North America – Driving Strategic Growth, Retention, and Innovation in Cutting‑Edge Airport Technology Platforms for brighthush

About brighthush

brighthush is redefining the way airports operate, combining cutting‑edge software with deep industry expertise to create safer, more efficient, and passenger‑centric environments. Our integrated suite of Airport Operating Systems (AOS), Passenger Processing Systems (PPS), and Passenger Flow Management solutions delivers real‑time visibility, data‑driven insights, and seamless integration with legacy infrastructure. We empower airports worldwide to turn operational complexity into a strategic advantage, enabling them to serve millions of travelers with unprecedented precision and care.

Why brighthush?

Our mission is simple yet ambitious: to give airports the intelligent, scalable tools they need to elevate safety, streamline operations, and enrich passenger journeys. We achieve this through:

• Real‑time visibility: Track passenger and aircraft movements instantly, reducing bottlenecks and enhancing decision‑making.
• Data‑driven insights: Turn raw operational data into actionable intelligence that improves safety, throughput, and customer satisfaction.
• Seamless integration: Our end‑to‑end platform meshes effortlessly with existing airport infrastructure, minimizing disruption.
• Proactive support: Deliver personalized, forward‑looking service that turns technology into a competitive advantage.

When you join brighthush, you become part of a forward‑thinking team that values innovation, collaboration, and a relentless focus on customer success. We are a fast‑growing startup, yet we operate with the rigor and stability of a global enterprise. Our culture is built on transparency, accountability, and a shared commitment to excellence.

Role Overview

As a Senior Customer Success Manager – North America, you will be the primary advocate for our airport clients. You’ll guide them through every stage of their journey—from onboarding to expansion—ensuring they realize maximum value from our solutions. You’ll collaborate closely with sales, product, support, and marketing teams to deliver a unified, exceptional experience that drives loyalty and growth.

Key Responsibilities

• Own the full customer lifecycle for a portfolio of North American airports, including onboarding, adoption, expansion, and renewal.
• Act as the single point of contact for all client interactions, building deep, trust‑based relationships with C‑level executives and operational leaders.
• Develop and execute success playbooks that align with each customer’s strategic objectives, ensuring measurable outcomes and continuous improvement.
• Conduct regular business reviews, presenting data‑driven insights, usage trends, and actionable recommendations that drive adoption and revenue growth.
• Identify and pursue upsell, cross‑sell, and renewal opportunities, consistently meeting or exceeding commercial targets.
• Collaborate with product and engineering to advocate for customer needs, prioritize feature requests, and shape future roadmap items.
• Partner with implementation and support teams to resolve technical issues, streamline processes, and reduce time‑to‑value.
• Create and maintain comprehensive documentation, training materials, and knowledge base articles that empower customers and internal teams.
• Represent the voice of the customer in internal forums, ensuring that feedback informs product development, marketing messaging, and service delivery.
• Travel internationally as needed to meet with key stakeholders, conduct on‑site workshops, and strengthen relationships.
• Mentor junior Customer Success team members, fostering a culture of continuous learning and high performance.
• Lead cross‑functional initiatives that improve customer health metrics, reduce churn, and increase customer lifetime value.

Essential Qualifications

• 2–4 years of proven experience as a Customer Success Manager, preferably in a high‑growth, early‑stage technology company.
• Demonstrated success managing enterprise‑level, strategic accounts with complex, multi‑geographical footprints.
• Track record of achieving commercial targets through expansion, upsell, and renewal initiatives.
• Exceptional communication and presentation skills, both verbal and written, with the ability to influence at all levels.
• Strong analytical mindset: comfortable interpreting data, deriving insights, and translating them into actionable plans.
• Proactive, self‑motivated, and driven by a growth mindset – you thrive on solving complex problems and delivering tangible results.
• Experience working cross‑functionally with commercial, product, support, and marketing teams.
• Willingness to travel internationally to meet customers face‑to‑face.
• Fluency in a second language (French, Spanish, Portuguese, or another European language) is a plus.
• Experience with data‑visualization tools and CRM platforms.

Preferred Qualifications

• Background in the aviation or transportation sector, with a deep understanding of airport operations and regulatory frameworks.
• Experience with SaaS or cloud‑based solutions, including subscription billing and usage analytics.
• Knowledge of data‑visualization tools and CRM platforms.
• Prior experience leading or mentoring junior team members.
• Experience in a high‑growth, technology‑driven environment where you have driven customer success metrics.

Skills & Competencies

• Customer‑centric mindset: you put the client’s success at the center of everything you do.
• Strategic thinking: you see the big picture and align customer initiatives with business goals.
• Problem‑solving: you tackle complex challenges with creativity and persistence.
• Collaboration: you thrive in cross‑functional teams and build consensus across diverse stakeholders.
• Data literacy: you interpret metrics, identify trends, and use insights to drive decisions.
• Adaptability: you thrive in a fast‑moving environment and can pivot quickly when priorities shift.
• Leadership: you inspire confidence, mentor peers, and champion a culture of continuous improvement.
• Project management: you manage timelines, resources, and stakeholder expectations with precision.
• Change management: you guide customers through transitions, ensuring minimal disruption.

Career Growth & Learning Opportunities

At brighthush, we believe that your professional development is as important as our business success. As a Senior Customer Success Manager, you’ll:

• Lead high‑impact initiatives that shape the future of airport technology.
• Collaborate with senior leaders across product, engineering, and sales, gaining exposure to all facets of the business.
• Participate in a structured mentorship program, pairing you with experienced leaders who will guide your career trajectory.
• Access a robust learning platform that offers courses in aviation operations, data analytics, leadership, and more.
• Attend industry conferences and events, representing brighthush and expanding your professional network.
• Earn performance‑based bonuses and equity awards that reward your contributions to the company’s growth.
• Progress toward a Director of Customer Success role, with a clear path for advancement based on impact and leadership.

Work Environment & Culture

brighthush is a remote‑first organization that values flexibility, autonomy, and work‑life balance. Our culture is built on:

• Transparency: Open communication channels, regular all‑hands meetings, and a culture of honest feedback.
• Accountability: Clear goals, measurable outcomes, and a shared responsibility for success.
• Collaboration: Cross‑functional teams that break down silos and work together to solve customer challenges.
• Diversity, Equity & Inclusion: A commitment to creating a welcoming environment where every voice is heard and valued.
• Innovation: A culture that encourages experimentation, learning from failure, and continuous improvement.
• Flexibility: Fully remote work model with flexible hours, supported by occasional travel to client sites.
• Community: Access to a global network of peers, mentors, and industry experts.

Compensation & Benefits

We offer a competitive total rewards package designed to attract top talent and reward high performance:

• Base salary commensurate with experience and market benchmarks.
• Performance‑based bonuses tied to customer success metrics and company growth.
• Equity participation through our best‑in‑class share scheme, giving you a stake in brighthush’s future.
• Comprehensive health, dental, and vision insurance, fully funded by the company.
• 401(k) / pension plan with employer matching.
• 20 days of paid vacation annually, plus statutory holidays and a birthday off.
• Unlimited professional development budget for courses, certifications, and conferences.
• Flexible work hours and a fully remote work model, with occasional travel to client sites.
• Access to a global network of peers, mentors, and industry experts.

Our Commitment to Diversity, Equity & Inclusion

brighthush is proud to be an equal‑opportunity employer. We celebrate diversity in all its forms and strive to create an inclusive environment where every team member feels respected, supported, and empowered to contribute their best. If you have specific work or accessibility requirements, we are committed to working with you to provide the necessary accommodations.

Application Process

Ready to shape the future of airport technology? Submit your application through our careers portal or the links below. We review applications on a rolling basis and will contact qualified candidates for an initial conversation. We’re excited to learn how your experience and passion align with brighthush’s mission.

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Closing Statement

At brighthush, we’re building more than software – we’re building the future of aviation. If you’re passionate about transforming airport operations, thrive on solving complex customer challenges, and want to be part of a high‑growth, mission‑driven team, we want to hear from you. Apply today and help us shape the future of aviation technology.