Senior Customer Engagement Specialist – Inbound Demo & Support Champion for Outdoor Hospitality SaaS

About brighthush

brighthush is redefining the way outdoor hospitality businesses operate. From bustling campgrounds to serene glamping sites, our all‑in‑one booking and park‑management platform empowers operators to streamline reservations, manage rates, process payments, and engage guests—all from a single, intuitive dashboard. By combining powerful back‑office tools with a traveler‑facing marketplace, we help operators attract more bookings, increase revenue, and deliver unforgettable guest experiences.

Our mission is simple: make hospitality technology so effortless that operators can focus on what they love—creating memorable stays for guests—while we handle the complexity of operations. With a focus on small and mid‑size businesses, we provide hands‑on, real‑time support that keeps our customers thriving, especially during peak seasons when every booking counts.

Role Overview

As a Senior Customer Engagement Specialist, you will be the trusted partner for a portfolio of active brighthush customers. Your primary goal is to ensure that each operator not only succeeds but also grows their business using our platform. You will be the first line of support after onboarding, turning questions into solutions, and turning satisfied users into brand advocates.

This role is perfect for individuals who thrive in a fast‑paced, customer‑centric environment and are eager to transition from support into a more strategic, sales‑oriented career path.

Key Responsibilities

• Customer Advocacy: Serve as the main point of contact for a portfolio of active customers, building strong, long‑lasting relationships.
• Product Expertise: Answer in‑depth product questions and troubleshoot issues related to bookings, rates, payments, and availability.
• Proactive Engagement: Conduct regular check‑ins and training sessions to help customers adopt new features and maximize platform value.
• Seasonal Support: Adapt customer setups during peak seasons, ensuring smooth operations when every booking matters.
• Documentation & Knowledge Sharing: Convert recurring questions into clear guides, FAQs, and help articles that empower users.
• Account Health Monitoring: Identify at‑risk accounts early and collaborate with the team to implement retention strategies.
• Feedback Loop: Capture customer pain points and insights, feeding them back to product and engineering to drive continuous improvement.
• CRM Stewardship: Maintain accurate, up‑to‑date customer records and follow‑up notes in our CRM system.

Essential Qualifications

• 3+ years of experience in a customer‑facing role such as Customer Success, Account Management, Support, or Onboarding—preferably within SaaS.
• Proven ability to learn complex software quickly and explain it in simple terms to non‑technical users.
• Excellent written and verbal communication skills in English.
• Strong troubleshooting mindset with a calm, solutions‑first attitude.
• Highly organized with the ability to manage multiple accounts simultaneously.
• Patient, supportive approach when working with customers of varying technical comfort levels.

Preferred Qualifications

• Experience in the hospitality, reservations, booking, or payments software space.
• Familiarity with CRM or helpdesk tools (e.g., Salesforce, Zendesk, Intercom).
• Hands‑on experience creating help documentation, FAQs, or training materials.
• Background supporting small‑business owners and understanding their unique challenges.

Skills & Competencies

• Customer‑Centric Mindset: Passion for delivering exceptional service and building lasting relationships.
• Technical Fluency: Comfortable navigating and troubleshooting SaaS platforms.
• Analytical Thinking: Ability to diagnose issues, identify patterns, and propose actionable solutions.
• Communication: Clear, concise, and empathetic communication across all channels.
• Collaboration: Works seamlessly with cross‑functional teams—product, engineering, sales, and marketing—to drive customer success.
• Adaptability: Thrives in a dynamic environment, handling shifting priorities and high‑volume periods.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent and providing clear pathways for advancement. As a Senior Customer Engagement Specialist, you will have the opportunity to:

• Progress into senior Customer Success or Account Management roles, taking on larger portfolios and higher‑value accounts.
• Move into Customer Operations, where you’ll shape processes, tools, and strategies that scale support across the organization.
• Lead cross‑functional initiatives, such as product feature rollouts, customer education programs, or community building efforts.
• Participate in continuous learning—access to industry conferences, certifications, and internal knowledge‑sharing sessions.

Work Environment & Culture at brighthush

Our culture is built on transparency, collaboration, and a shared commitment to customer success. You’ll join a lean, high‑impact team where your contributions are visible and celebrated. We value:

• Open communication—frequent stand‑ups, retrospectives, and feedback loops.
• Innovation—encouraging experimentation and learning from failures.
• Work‑life balance—remote flexibility with scheduled overlap for team collaboration.
• Diversity and inclusion—respecting and celebrating different perspectives and backgrounds.

Compensation & Benefits

While specific figures are tailored to experience, brighthush offers a competitive USD compensation package that includes:

• Base salary with performance‑based bonuses.
• Health, dental, and vision insurance.
• 401(k) matching program.
• Unlimited paid time off and flexible working hours.
• Professional development stipend and access to industry events.
• Employee wellness programs and mental health resources.

How to Apply

Ready to join a team that’s passionate about empowering outdoor hospitality businesses? Submit your resume and a brief cover letter outlining why you’re the perfect fit for this role. We’re excited to hear how your experience and enthusiasm align with brighthush’s mission.

Conclusion

At brighthush, you’ll be at the forefront of a growing industry, helping operators transform their operations and delight their guests. If you’re a customer‑first professional eager to grow into a strategic role while making a tangible impact, we want to hear from you. Apply today and become a key driver of success for the outdoor hospitality community.

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