Senior Customer Success Manager – 100% Remote, US – Championing Adoption, Retention, and Revenue Growth for brighthush’s AI‑Powered Vacation Rental Platform

About brighthush

brighthush is at the forefront of the hospitality technology revolution, redefining the short‑term rental landscape with a cutting‑edge, AI‑driven platform that empowers over 20,000 property managers worldwide. From dynamic pricing and automated channel management to real‑time analytics and seamless guest communication, brighthush delivers a unified, cloud‑based experience that lets hosts focus on what they do best: creating unforgettable stays.

With a proven record of profitability, rapid expansion, and a recent unicorn valuation, brighthush sits at the forefront of a global shift toward smarter, data‑driven hospitality. Our mission is simple yet ambitious: to make every short‑term rental operation more efficient, scalable, and profitable.

Why Join brighthush?

At brighthush, you’ll be part of a high‑energy, purpose‑driven team that is reshaping an entire industry. We celebrate curiosity, ownership, and collaboration—values that guide every decision we make. Whether you’re a seasoned professional or an ambitious newcomer, you’ll find:

• Direct influence on product direction through real‑time customer feedback.
• Access to state‑of‑the‑art AI tools that keep you at the cutting edge of technology.
• A culture that rewards initiative, creativity, and measurable results.
• Global teammates from over 40 countries, fostering a vibrant, inclusive environment.

Role Overview

As a Senior Customer Success Manager at brighthush, you will serve as the linchpin between our platform and the North American customer base. Your mission: to ensure that every client not only adopts our solution but thrives with it, turning them into advocates who help drive our community’s growth.

Key to this role is a deep understanding of the short‑term rental ecosystem, the ability to translate complex platform capabilities into actionable insights, and a relentless focus on customer delight.

Key Responsibilities

• Customer Adoption & Onboarding – Design and execute personalized onboarding journeys for 100+ mid‑market accounts, ensuring rapid time‑to‑value.
• Retention & Growth – Develop and implement retention strategies that elevate Net Revenue Retention (NRR) and Gross Revenue Retention (GRR). Identify upsell opportunities and champion cross‑sell initiatives.
• Escalation Management – Act as the primary point of contact for high‑impact issues, coordinating with engineering, product, and support teams to deliver swift, effective resolutions.
• Client Engagement – Conduct regular business reviews, health checks, and proactive outreach to gauge satisfaction and uncover new needs.
• Customer Education – Host webinars, create knowledge base articles, and develop training modules that empower users to leverage advanced features.
• Insight & Feedback Loop – Capture and analyze customer feedback, feeding insights into product roadmaps and sales strategies.
• Account Health Monitoring – Track usage metrics, churn indicators, and renewal timelines, providing data‑driven recommendations to stakeholders.

Essential Qualifications

• 3–5 years of proven experience in Customer Success within the SaaS industry.
• Track record of managing a large portfolio (≈100 mid‑market accounts) while delivering consistent engagement outcomes.
• Demonstrated success in driving NRR and GRR, with expertise in risk identification, portfolio segmentation, and renewal ownership.
• Native‑level English proficiency and strong cultural fluency across the U.S. and North American markets.
• Exceptional problem‑solving skills, with the ability to simplify complex challenges into actionable solutions.
• Proficiency with CRM and customer success platforms (e.g., Salesforce, Gainsight, HubSpot).

Preferred Qualifications

• Experience in the hospitality or property‑management tech space.
• Background in data analysis, with the ability to interpret usage dashboards and translate metrics into business insights.
• Experience leading customer education initiatives or building internal knowledge bases.
• Comfort with remote collaboration tools and asynchronous communication across time zones.

Skills & Competencies

• Strategic Thinking – Ability to see the big picture while managing day‑to‑day details.
• Communication – Clear, persuasive, and empathetic communication across all stakeholder levels.
• Relationship Building – Proven skill in cultivating trust and rapport with C‑suite executives and operational leaders.
• Analytical Acumen – Strong quantitative mindset to interpret data and drive decisions.
• Adaptability – Thrive in a fast‑moving, evolving environment.
• Collaboration – Work seamlessly with sales, product, engineering, and support teams.

Career Growth & Learning Opportunities

At brighthush, your professional development is a priority. You’ll have access to:

• Mentorship from senior leaders who are industry pioneers.
• Regular training sessions on emerging AI technologies, product updates, and customer success best practices.
• Cross‑functional projects that broaden your skill set and expose you to new business areas.
• Clear career pathways: from Customer Success Manager to Director of Customer Success, and beyond.

Work Environment & Culture

Our remote‑first culture means you can work from anywhere in the U.S. (EST or CST time zones). We provide:

• Fully equipped home‑office stipend.
• Access to a global network of teammates through virtual coffee chats, hackathons, and quarterly in‑person retreats.
• A culture that values work‑life balance, mental health, and continuous learning.

Compensation & Benefits

We offer a competitive, market‑aligned salary package, complemented by:

• Equity options in a fast‑growing, profitable company.
• Annual paid time off (PTO) that scales with tenure.
• Health insurance and retirement plans where applicable.
• Flexible work hours and a 100% remote setup.
• Access to wellness programs, professional development budgets, and a generous relocation stipend for those moving within the U.S.

How to Apply

Ready to help property managers worldwide unlock their full potential? Submit your application through the link below. Our Talent Acquisition team will review your credentials and reach out if you’re a fit for this role.

Apply to brighthush

Closing

At brighthush, we’re not just building a platform; we’re creating a community of thriving short‑term rental professionals. If you’re passionate about customer success, eager to drive measurable impact, and excited to work in a dynamic, AI‑driven environment, we want to hear from you. Join us and help shape the future of hospitality.