Senior Customer Success Leadership Manager – Multifamily Property Operations & Remote Excellence – brighthush
About brighthush
brighthush is a pioneering force in AI‑powered marketing solutions designed for multi‑location enterprises. Since our founding in 2012, we have harnessed the power of our proprietary Genius AI™ platform and an ecosystem of Genius Agents™ to enable brands to automate the workload of 1,000 local marketers™. This technology delivers unmatched digital visibility, customer engagement, and scalable growth for our clients. Recognized as one of the World’s Most Innovative Companies, brighthush serves nearly 1,000 top brands—including brighthush and many others—helping them streamline local marketing tasks across every location.
Backed by leading strategic investors, brighthush is redefining how multi‑location brands manage and scale their marketing efforts. Our culture is built on collaboration, agility, and a relentless focus on customer success. As a fully remote, global team, we thrive on innovation, data‑driven decision making, and a shared commitment to delivering transformative results for our clients.
Why This Role Matters
As the Senior Customer Success Leadership Manager for Property & Multifamily Operations, you will be the linchpin that connects our technology, our customers, and our internal teams. You will coach a high‑performing squad of Customer Success Managers (CSMs), ensuring they deliver consistent, high‑quality experiences to multifamily property management clients. Your leadership will directly influence customer adoption, retention, and the overall health of our portfolio, driving revenue growth and reinforcing brighthush’s reputation as the go‑to partner for property‑centric brands.
Key Responsibilities
- Team Leadership & Development – Coach, mentor, and develop a team of 5–7 CSMs, setting clear expectations, providing constructive feedback, and fostering a culture of continuous improvement.
- Performance Management – Track and analyze team KPIs such as retention rates, adoption scores, engagement metrics, and customer satisfaction indices, using data to inform coaching and process enhancements.
- Success Plan Oversight – Guide CSMs in crafting and executing tailored Success Plans that align with each client’s strategic objectives, ensuring measurable outcomes and risk mitigation.
- Relationship Management – Ensure CSMs maintain strong, multi‑threaded relationships within accounts, positioning themselves as trusted advisors who navigate property M&A, regulatory changes, and operational challenges.
- Process & Playbook Development – Lead the creation of repeatable playbooks for high‑volume, high‑impact property accounts, standardizing best practices and ensuring cross‑functional alignment.
- Cross‑Functional Collaboration – Partner closely with Sales, Implementation, Support, and Product teams to align on key initiatives, resolve escalations, and deliver a seamless customer journey.
- Escalation Management – Own the escalation process, coordinating with internal stakeholders to ensure timely communication, rapid resolution, and proactive follow‑up.
- Strategic Insight & Reporting – Provide senior leadership with actionable insights on customer health, adoption trends, and potential upsell opportunities, contributing to quarterly business reviews.
- Continuous Improvement – Champion a culture of experimentation, encouraging the team to test new approaches, gather feedback, and iterate on processes to enhance customer outcomes.
Essential Qualifications
- 1–2 years of people‑management or team‑lead experience, coupled with 5+ years of Customer Success experience in a SaaS environment.
- Deep familiarity with the multifamily property industry, including knowledge of stakeholders, operational workflows, and regulatory landscape.
- Strong analytical, organizational, and problem‑solving skills, with the ability to translate data into actionable strategies.
- Proven ability to work cross‑functionally, collaborating effectively with Sales, Implementation, Support, and Product teams.
- Exceptional interpersonal and consultative communication skills, capable of building trust with C‑level executives and operational leaders alike.
- Demonstrated track record of coaching and developing high‑performing teams, fostering a culture of accountability and growth.
- Adaptability and resilience, with a willingness to evolve responsibilities as business needs change.
- Remote work proficiency – ability to thrive in a fully remote, distributed environment.
Preferred Qualifications
- Experience managing large, complex property management customer relationships, including portfolio‑wide engagements.
- Background in SaaS product adoption, customer health scoring, and churn prevention strategies.
- Familiarity with AI‑driven marketing platforms or similar technology ecosystems.
- Knowledge of industry regulations such as Fair Housing Act, ADA compliance, and local property management codes.
- Experience with data visualization tools (e.g., Tableau, Power BI) and CRM platforms (e.g., Salesforce, HubSpot).
- Advanced proficiency in English; additional language skills are a plus.
Skills & Competencies
- Leadership & Coaching – Inspire, motivate, and develop talent.
- Strategic Thinking – Translate customer insights into long‑term success plans.
- Data‑Driven Decision Making – Leverage metrics to guide actions and measure impact.
- Customer Advocacy – Champion the voice of the customer across the organization.
- Project Management – Manage multiple initiatives simultaneously with precision.
- Communication & Influence – Articulate complex ideas clearly to diverse audiences.
- Adaptability & Resilience – Navigate change and ambiguity with confidence.
Career Growth & Learning Opportunities
At brighthush, your professional development is a top priority. As a senior leader, you will:
- Lead cross‑functional strategy sessions that shape product roadmaps and go‑to‑market plans.
- Participate in executive‑level leadership forums, gaining exposure to senior stakeholders and industry trends.
- Access a curated learning library, including courses on AI, data analytics, and advanced customer success methodologies.
- Earn certifications in SaaS Customer Success Management, AI Product Management, or related fields through our partnership with leading educational platforms.
- Take on mentorship roles for junior leaders, building a legacy of talent development within the organization.
Work Environment & Culture
brighthush is a fully remote, global organization that values flexibility, transparency, and collaboration. Our culture is defined by:
- Agility – Rapid iteration, data‑backed decisions, and a bias for action.
- Inclusivity – A diverse workforce that celebrates different perspectives and backgrounds.
- Innovation – A commitment to exploring new technologies and approaches to solve customer challenges.
- Community – Regular virtual town halls, hackathons, and wellness events that foster connection across time zones.
- Work‑Life Balance – Flexible schedules, generous paid time off, and a focus on mental and physical well‑being.
Compensation & Benefits
While specific salary ranges are tailored to experience and location, brighthush offers a competitive total rewards package that includes:
- Base salary commensurate with market standards for senior leadership roles in SaaS.
- Performance‑based bonuses tied to team and company metrics.
- Equity or stock‑option opportunities to share in the company’s growth.
- Comprehensive health, dental, and vision insurance plans.
- Unlimited paid time off and flexible working hours to support work‑life integration.
- Professional development stipend and access to industry conferences, workshops, and online courses.
- Wellness programs, including virtual fitness classes, mental health resources, and ergonomic support.
Ready to Make an Impact?
If you are a visionary leader with a passion for empowering multifamily property management teams, and you thrive in a fast‑moving, fully remote environment, we want to hear from you. Join brighthush and help shape the future of AI‑driven marketing for the property industry.