Senior Customer Success Manager – 100% Remote, US – Leading Customer Adoption, Retention, and Revenue Growth for an AI‑Powered Vacation Rental Platform at brighthush

About brighthush

brighthush is the world’s most trusted AI‑driven vacation rental management platform, empowering more than 20,000 property managers across every continent. We combine cutting‑edge machine learning, real‑time analytics, and a single, intuitive interface to help short‑term rental operators streamline operations, maximize revenue, and scale with confidence. As a fast‑growing SaaS unicorn, brighthush is redefining hospitality by turning data into actionable insights and by fostering a customer‑centric culture that fuels continuous innovation.

Why brighthush?

At brighthush, you’ll join a global, high‑impact team that is shaping the future of short‑term rentals. Our culture is built on transparency, collaboration, and an unwavering focus on delivering measurable value to our customers. We offer competitive compensation, equity, and a comprehensive benefits package that supports both your professional growth and personal well‑being. Whether you are a seasoned customer success veteran or an ambitious rising star, brighthush provides the resources, community, and platform to help you thrive and accelerate your career.

Role Overview

As a Senior Customer Success Manager at brighthush, you will be the primary advocate for our North American customer base. Your mission is to ensure that every client not only adopts our platform but also achieves tangible business outcomes—higher occupancy rates, increased revenue, and streamlined operations. You will partner closely with sales, product, and support teams to translate customer feedback into actionable improvements and to champion the value of brighthush across the market.

Key Responsibilities

• Customer Adoption & Onboarding – Design and execute personalized onboarding journeys for 100+ mid‑market accounts, ensuring rapid platform adoption and early ROI.
• Retention & Growth – Develop and implement retention strategies that drive Net Revenue Retention (NRR) and Gross Revenue Retention (GRR) targets, turning satisfied customers into brand advocates.
• Account Health & Analytics – Monitor usage metrics, churn indicators, and satisfaction scores; provide actionable insights to stakeholders and recommend upsell opportunities.
• Escalation Management – Serve as the first point of contact for high‑impact issues; coordinate cross‑functional resolution and communicate progress to customers.
• Customer Education – Lead webinars, create knowledge base articles, and develop training materials that empower users to leverage advanced features.
• Feedback Loop – Capture customer insights and collaborate with product and sales teams to influence roadmap priorities and go‑to‑market strategies.
• Relationship Building – Build trust and rapport with key stakeholders, becoming the go‑to partner for strategic discussions and business reviews.
• Reporting & Forecasting – Prepare quarterly health reports, renewal forecasts, and executive summaries that inform leadership decisions.

Essential Qualifications

• 3–5 years of proven experience in customer success within the SaaS industry, preferably in hospitality or property management.
• Track record of achieving NRR and GRR benchmarks; experience managing a portfolio of 100+ mid‑market accounts.
• Native‑level proficiency in English, with strong written and verbal communication skills tailored to a North American audience.
• Exceptional problem‑solving abilities, with a knack for simplifying complex technical issues.
• Strong analytical mindset; comfortable using data to drive decisions and measure success.
• Proficiency with CRM and customer success platforms (e.g., Salesforce, Gainsight, Intercom).
• Experience coordinating cross‑functional teams and managing escalations.

Preferred Qualifications

• Background in hospitality, property management, or travel technology.
• Experience with AI or data‑driven product features.
• Knowledge of US and Canadian real‑estate regulations and compliance.
• Multilingual capabilities or experience working with international customers.
• Certified Customer Success Manager (CCSM) or similar credential.

Skills & Competencies

• Customer‑centric mindset with a passion for delivering measurable value.
• Strategic thinking and the ability to translate customer needs into product enhancements.
• Strong project management skills; able to juggle multiple priorities and deadlines.
• High emotional intelligence and resilience in fast‑paced, high‑growth environments.
• Collaborative spirit; thrives in cross‑functional, remote teams.
• Data‑driven decision making; comfortable with dashboards, KPIs, and A/B testing.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is as expansive as our platform. We provide:

• Structured mentorship programs with senior leaders.
• Access to industry conferences, webinars, and training courses.
• Clear promotion paths from CSM to Senior CSM, Director of Customer Success, and VP of Customer Experience.
• Cross‑team projects that broaden your skill set and visibility.
• Regular performance reviews with actionable feedback and growth plans.

Work Environment & Culture

Our remote‑first culture means you can work from anywhere within the United States—whether that’s a co‑working space, a home office, or a coffee shop. We foster a collaborative environment through:

• Weekly virtual town halls and team‑building activities.
• Open communication channels across all levels.
• Inclusive policies that celebrate diversity and belonging.
• Flexible work hours that respect personal commitments.

Compensation & Benefits

While specific figures vary by location and experience, brighthush offers:

• Competitive base salary aligned with market rates.
• Performance‑based bonuses tied to NRR, GRR, and customer satisfaction metrics.
• Equity package that allows you to share in the company’s long‑term success.
• Comprehensive health, dental, and vision insurance (where applicable).
• Retirement plan options in countries where they are customary.
• Generous paid time off, including vacation, sick leave, and personal days.
• Professional development stipend and tuition reimbursement.
• Wellness programs, including mental health resources and fitness subsidies.

How to Apply

If you’re ready to help property managers worldwide unlock their full potential and grow alongside a visionary platform, we’d love to hear from you. Submit your application through our careers portal, and our Talent Acquisition team will review your profile and reach out if you’re a match for this role.