Senior Customer Success Manager – 100% Remote, US – Strategic, Data‑Driven Champion of Adoption, Retention, and Revenue Growth for AI‑Powered Vacation Rental Platform at brighthush

About brighthush

brighthush has rapidly evolved from a niche startup into the world’s most trusted AI‑driven vacation rental management platform. With a global footprint that spans every continent, we empower more than 20,000 property managers to streamline operations, maximize revenue, and scale with confidence. Our proprietary machine‑learning engine analyzes real‑time booking data, pricing trends, and guest sentiment to deliver actionable insights that translate into higher occupancy rates and increased profitability. At brighthush, we believe that technology should serve people, not the other way around, which is why our platform is built around a single, intuitive interface that eliminates friction for both operators and guests alike.

Founded in 2018, brighthush has grown to a team of over 500 professionals, including engineers, data scientists, product designers, and customer success specialists. We are a fast‑growing SaaS unicorn that is redefining hospitality by turning data into measurable value. Our culture is rooted in transparency, collaboration, and an unwavering focus on delivering tangible outcomes for our customers. We celebrate diversity, encourage continuous learning, and reward innovation at every level of the organization.

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.

We are not just a platform; we are a movement that empowers property managers to unlock their full potential. By joining brighthush, you become part of a mission‑driven organization that values curiosity, resilience, and a customer‑centric mindset. Our remote‑first approach means you can work from anywhere in the United States, while still enjoying the camaraderie of a tight‑knit, cross‑functional team that collaborates in real time across time zones.

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.

In this role, you will own the end‑to‑end customer journey for a portfolio of 100+ mid‑market accounts, driving adoption, retention, and expansion. You will be the voice of the customer within brighthush, influencing product roadmap decisions, go‑to‑market strategies, and the overall customer experience. Your impact will be measured by key metrics such as Net Revenue Retention (NRR), Gross Revenue Retention (GRR), customer satisfaction scores, and the speed of adoption across new features.

Key Responsibilities

• Customer Adoption & Onboarding – Design and execute personalized onboarding journeys for 100+ mid‑market accounts, ensuring rapid platform adoption and early ROI.
  • Develop onboarding playbooks that align with each customer’s operational model.
  • Coordinate with product and engineering to deliver tailored training sessions.
  • Track onboarding milestones and adjust tactics to accelerate time‑to‑value.
• Retention & Growth – Develop and implement retention strategies that drive NRR and GRR targets, turning satisfied customers into brand advocates.
  • Conduct quarterly business reviews (QBRs) to assess performance and identify upsell opportunities.
  • Implement proactive health checks and renewal reminders.
  • Collaborate with sales to close expansion deals and cross‑sell complementary services.
• Account Health & Analytics – Monitor usage metrics, churn indicators, and satisfaction scores; provide actionable insights to stakeholders and recommend upsell opportunities.
  • Leverage data dashboards to surface trends and flag potential risks.
  • Translate analytics into clear, concise reports for executive leadership.
  • Recommend product enhancements based on customer usage patterns.
• Escalation Management – Serve as the first point of contact for high‑impact issues; coordinate cross‑functional resolution and communicate progress to customers.
  • Own the incident lifecycle from identification to resolution.
  • Facilitate communication between engineering, product, and support teams.
  • Ensure transparent updates to customers throughout the resolution process.
• Customer Education – Lead webinars, create knowledge base articles, and develop training materials that empower users to leverage advanced features.
  • Produce engaging video tutorials and written guides.
  • Host live Q&A sessions to address common pain points.
  • Maintain an up‑to‑date knowledge base that reduces support tickets.
• Feedback Loop – Capture customer insights and collaborate with product and sales teams to influence roadmap priorities and go‑to‑market strategies.
  • Conduct structured interviews and surveys to gather qualitative feedback.
  • Translate feedback into actionable product backlog items.
  • Advocate for customer needs in cross‑functional planning meetings.
• Relationship Building – Build trust and rapport with key stakeholders, becoming the go‑to partner for strategic discussions and business reviews.
  • Establish regular check‑ins with C‑suite executives.
  • Act as a trusted advisor on industry trends and best practices.
  • Facilitate workshops to align customer goals with platform capabilities.
• Reporting & Forecasting – Prepare quarterly health reports, renewal forecasts, and executive summaries that inform leadership decisions.
  • Analyze churn risk and forecast renewal revenue.
  • Provide insights on expansion potential and upsell velocity.
  • Present findings in concise, data‑rich executive decks.

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., brighthush, brighthush, brighthush).
• 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 to accelerate skill development.
• Access to industry conferences, webinars, and training courses that keep you at the forefront of hospitality technology.
• 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 across the organization.
• Regular performance reviews with actionable feedback and personalized 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 that keep the community vibrant.
• Open communication channels across all levels, ensuring ideas flow freely.
• Inclusive policies that celebrate diversity and belonging.
• Flexible work hours that respect personal commitments and promote work‑life balance.

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.