Senior Customer Success Manager – APAC Flight Services & Virtual Interlining Platform Lead – Accelerating Global Growth, Innovation, and Partner Success at brighthush

About brighthush

brighthush is the hidden powerhouse that is redefining the modern air‑travel experience. Founded in 2016 in Toronto, we have evolved from a lean startup into a global technology leader that powers the flight journeys of millions every day. Our API‑driven platform ingests over 30 billion price points and processes more than 240 million searches per day, giving airlines, online travel agencies (OTAs), and other distribution partners the flexibility to create cost‑effective itineraries that delight travelers and drive revenue.

Operating at the intersection of aviation, technology, and data science, we offer a full suite of services—including payments, fraud prevention, dynamic pricing, and dedicated customer support—that allow our partners to focus on growth while we manage the complexity of the global flight market.

Our mission is simple: make travel smarter, faster, and more accessible for everyone. Whether it’s a budget airline looking to expand into new markets or an OTA seeking to offer seamless multi‑carrier itineraries, brighthush provides the technology and expertise to turn ambition into reality.

With a presence in North America, Europe, and Asia, we are a truly global team that thrives on collaboration, innovation, and a shared passion for transforming the way people move.

Why This Role Matters

As the Senior Customer Success Manager for the APAC region, you will be the linchpin that connects our cutting‑edge technology with the day‑to‑day needs of our partners. Your work will directly influence:

• Partner satisfaction and retention rates.
• Revenue growth through upsell and cross‑sell initiatives.
• Product roadmap decisions based on real‑world feedback.
• The overall health and scalability of the brighthush platform in a rapidly evolving market.

In a world where travel is becoming more fragmented and data‑driven, your ability to translate complex analytics into actionable insights will be the catalyst that propels our partners—and brighthush—to new heights.

Key Responsibilities

• End‑to‑End Onboarding – Lead the complete onboarding journey for new APAC customers, coordinating with sales, product, engineering, and support teams to ensure a seamless transition from contract to live production.
• Client Relationship Management – Serve as the main point of contact for all client inquiries, acting as the voice of the customer within brighthush and driving cross‑functional collaboration to resolve issues swiftly.
• Strategic Performance Reviews – Conduct monthly and quarterly business reviews, analyze KPIs, and present data‑driven insights that demonstrate ROI and uncover opportunities for mutual growth.
• Product Advocacy – Capture customer feedback and feature requests, translating them into actionable items for the product roadmap and ensuring that our platform evolves to meet market needs.
• Project Coordination – Maintain detailed project plans, schedule meetings, set agendas, and distribute follow‑up notes, ensuring all stakeholders are aligned and on track.
• Cross‑Functional Collaboration – Work closely with Account Managers, Regional Directors, and the Project Coordinator to align commercial and operational objectives.
• Risk Management – Monitor customer health scores, proactively identify risks, and develop mitigation plans to maintain high satisfaction and retention rates.
• Growth Enablement – Identify upsell and cross‑sell opportunities within existing accounts, collaborating with sales to craft tailored expansion plans.
• Knowledge Sharing – Develop and deliver training materials, webinars, and best‑practice guides for both internal teams and external partners.
• Community Building – Represent brighthush at industry events, webinars, and partner forums to strengthen relationships and promote our platform’s value proposition.
• Data Stewardship – Own the accuracy of customer data in our CRM, ensuring that segmentation, reporting, and analytics reflect the true state of partner engagement.
• Continuous Improvement – Lead post‑implementation reviews to capture lessons learned, refine processes, and elevate the overall customer success framework.

Essential Qualifications

• 3–5+ years of experience in Customer Success, Account Management, or Project Management within SaaS or B2B environments.
• Fluency in English and Mandarin Chinese (written and spoken). Proficiency in Thai is a plus.
• Willingness to work overlapping hours with Canada’s time zone to support global partners.
• Proven track record of managing multiple concurrent projects with competing priorities.
• Strong analytical mindset – comfortable turning data into actionable stories.
• Excellent communication, presentation, and interpersonal skills, with confidence leading meetings at all organizational levels.
• Experience with customer health scoring, churn prediction, and renewal management.
• Self‑starter attitude with a passion for continuous improvement and learning.
• Demonstrated ability to influence cross‑functional teams and drive consensus.
• Experience working in a remote‑first, distributed team environment across multiple time zones.

Preferred Experience

• Hands‑on experience with Customer Success platforms (e.g., brighthush) and CRM systems (e.g., Salesforce).
• Background in technical implementation, onboarding, or client training within the travel or fintech industry.
• Industry knowledge in aviation (OTAs, airlines) or fintech, with an understanding of regulatory and compliance frameworks.
• Previous exposure to API integration projects and data‑driven product development cycles.
• Experience with dynamic pricing models and revenue optimization tools.
• Knowledge of the APAC market landscape, including key players, regulatory nuances, and cultural considerations.

Skills & Competencies

• Customer‑centric mindset: building trust, empathy, and value‑based relationships.
• Project management: planning, execution, and risk mitigation.
• Data literacy: proficiency in Excel, SQL, or BI tools to analyze performance metrics.
• Stakeholder management: influencing executives and cross‑functional teams.
• Adaptability: thriving in a dynamic, remote‑first culture.
• Strategic thinking: aligning customer goals with business objectives.
• Communication excellence: clear, concise, and persuasive written and verbal communication.
• Technical fluency: comfortable navigating API documentation and technical specifications.
• Problem‑solving agility: turning obstacles into opportunities for improvement.

Career Growth & Learning

At brighthush, we believe in continuous development. As a Senior Customer Success Manager, you will:

• Progress to Senior or Lead Customer Success roles, overseeing larger accounts and mentoring junior team members.
• Participate in industry conferences, webinars, and certification programs (e.g., Certified Customer Success Manager).
• Collaborate with product and engineering teams to influence the next generation of flight‑tech solutions.
• Access internal learning resources, including a dedicated knowledge hub and mentorship circles.
• Lead initiatives that shape the customer success strategy across the APAC region.
• Earn recognition through our internal awards program for outstanding customer impact.
• Explore lateral moves into product management, data analytics, or regional sales leadership.

Work Environment & Culture

brighthush champions a remote‑first, inclusive, and high‑performance culture. Our teams span North America, Asia, and Europe, working together through asynchronous communication, weekly syncs, and quarterly in‑person retreats. We celebrate diversity, encourage innovation, and reward results with:

• Competitive base salary and performance‑based bonuses.
• Equity options to share in our growth.
• Comprehensive health, dental, and vision plans.
• Flexible work hours and generous paid time off.
• Wellness programs, mental health support, and a stipend for home office setup.
• Regular team‑building activities and community outreach initiatives.
• Access to cutting‑edge collaboration tools and a culture of continuous feedback.
• Mentorship programs pairing new hires with seasoned leaders.
• Annual hackathons and innovation challenges to spark creativity.

Compensation & Benefits

While specific figures vary by location and experience, our compensation package includes:

• Base salary commensurate with market rates for senior Customer Success roles in the APAC region.
• Quarterly performance bonuses tied to customer satisfaction, renewal rates, and upsell opportunities.
• Stock‑option program granting equity in brighthush.
• Full medical, dental, and vision coverage for you and your dependents.
• Annual wellness stipend and access to virtual fitness classes.
• Professional development budget for courses, certifications, and conferences.
• Generous parental leave and flexible family‑friendly policies.
• Employee assistance program for personal and professional support.
• Company‑sponsored travel perks for select events.

Why Join brighthush?

At brighthush, you’ll be part of a mission‑driven team that is reshaping how airlines and travel partners connect. You’ll:

• Work with cutting‑edge flight‑tech that powers millions of itineraries worldwide.
• Collaborate with talented engineers, product managers, and data scientists.
• Impact the success of global partners and the travel experience of countless travelers.
• Enjoy a culture that values autonomy, creativity, and continuous improvement.
• Be part of a global community that celebrates diversity and inclusion.
• Have the opportunity to shape the future of travel technology.
• Receive recognition for your contributions through our peer‑to‑peer awards.
• Benefit from a transparent career ladder and clear performance metrics.

How to Apply

Ready to elevate your career and help partners soar? Submit your application through our careers portal or email your resume and cover letter to [email protected]. We look forward to exploring how your expertise can drive success for brighthush and our APAC partners.

Equal Opportunity Employer

brighthush is an equal‑opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. If you require accommodations during the hiring process, please let us know.

Frequently Asked Questions

• What does a typical day look like? Your day will blend client calls, data analysis, cross‑functional meetings, and strategic planning. You’ll also spend time mentoring junior team members and contributing to product roadmap discussions.
• How does brighthush support remote work? We provide a home‑office stipend, access to collaboration tools, and a culture that values results over location.
• What growth opportunities are available? We promote from within, offering clear pathways to senior and lead roles, as well as opportunities to transition into product or engineering leadership.
• How does brighthush measure success? Success is measured through customer satisfaction scores, renewal rates, upsell revenue, and the overall health of our APAC portfolio.
• What is the onboarding process like? New hires undergo a structured onboarding program that includes platform training, shadowing senior managers, and a 30‑day project to deliver tangible value to a partner.
• Can I work from any location? Yes, as long as you can maintain overlapping hours with our North American headquarters and meet the time‑zone requirements for APAC partners.
• What is the company’s stance on sustainability? brighthush actively supports sustainable aviation initiatives, partnering with airlines to reduce carbon footprints through smarter pricing and routing.

Join brighthush and help us transform the future of travel—one itinerary at a time.