Senior Customer Success Manager – Hospitality SaaS Platform – Drive Client Growth, Retention, and Strategic Partnerships at brighthush

About brighthush

brighthush is a trailblazing, fast‑growing global startup that is redefining the hospitality industry. Our all‑in‑one platform empowers property managers, hotels, and vacation rental operators to automate, optimize, and scale their operations with data‑driven precision. With a powerful suite of features and integrations with over 150 industry partners, brighthush delivers top‑tier guest experiences while enabling businesses to run more efficient, profitable operations. We are proud to have a diverse team of 900+ professionals across 16 countries, all working together to build the future of hospitality technology.

Why Join brighthush?

At brighthush, you’ll be part of a dynamic, impact‑driven environment where your ideas shape the next generation of hospitality solutions. We value curiosity, collaboration, and a relentless focus on customer success. Whether you’re a seasoned professional or an ambitious newcomer, brighthush offers a platform for growth, learning, and meaningful contribution.

Key Responsibilities

As a Senior Customer Success Manager, you will be the trusted advisor and champion for our high‑value customers. Your day‑to‑day activities will include:

• Building and nurturing long‑term relationships with key accounts, ensuring they achieve their business objectives through our platform.
• Serving as the subject‑matter expert on all aspects of the brighthush platform, translating complex features into actionable insights for clients.
• Identifying and understanding each customer’s unique business drivers, and proactively recommending engagement strategies that increase adoption of our product suite.
• Designing and executing strategic success plans that maximize customer growth, retention, and lifetime value.
• Acting as the primary escalation point for all customer concerns, coordinating cross‑functional teams to resolve issues swiftly and effectively.
• Negotiating commercial terms for upsells, renewals, and expansion opportunities, ensuring win‑win outcomes for both the customer and brighthush.
• Collaborating with product, engineering, and marketing teams to advocate for customer needs and drive continuous product improvement.
• Delivering comprehensive training sessions on new and existing platform features, empowering customers to leverage the full value of brighthush.
• Managing complex, ambiguous situations with a calm, analytical approach, turning challenges into opportunities for growth.
• Maintaining deep industry knowledge of the short‑term rental and hospitality markets, particularly within the Americas.
• Traveling occasionally within the United States, Canada, and to our R&D center in Israel to meet clients and partners in person.

Essential Qualifications

We’re looking for candidates who bring a blend of technical acumen, analytical rigor, and interpersonal finesse:

• Minimum of 2 years of experience in Customer Success or Account Management within a complex SaaS environment.
• Strong technical background with the ability to quickly master new products and evolving technologies.
• Robust analytical skills, capable of interpreting data to drive actionable insights and strategic recommendations.
• Excellent communication and presentation skills, both written and verbal, with the ability to engage stakeholders at all levels.
• Proven ability to multitask and manage competing priorities across multiple accounts simultaneously.
• Professional, patient, and engaging demeanor that fosters trust and rapport with clients.
• Native‑level proficiency in English; fluency in Spanish is a significant plus.
• Experience working with distributed teams and remote clients, demonstrating self‑discipline and proactive communication.

Preferred Qualifications

While not mandatory, the following experience will give you a competitive edge:

• Background in the hospitality or property management industry, with a deep understanding of short‑term rental operations.
• Experience negotiating commercial terms, upsells, and contract renewals in a SaaS context.
• Familiarity with partner platforms and integrations, and the ability to articulate the value of ecosystem solutions.
• Experience leading cross‑functional initiatives and driving product enhancements based on customer feedback.
• Knowledge of data analytics tools (e.g., SQL, Tableau, Power BI) to extract insights and inform strategy.

Skills & Competencies

• Strategic Thinking – Ability to see the big picture and align customer goals with brighthush’s product roadmap.
• Customer‑Centric Mindset – Passion for driving client success and delight.
• Problem‑Solving – Strong analytical skills to diagnose issues and propose effective solutions.
• Collaboration – Comfortable working with cross‑functional teams (product, engineering, marketing, finance).
• Adaptability – Thrives in a fast‑paced, evolving startup environment.
• Communication – Clear, concise, and persuasive communication across all stakeholder levels.
• Project Management – Ability to manage multiple initiatives, set priorities, and meet deadlines.

Career Growth & Learning Opportunities

At brighthush, we believe in investing in our people. As a Senior Customer Success Manager, you will:

• Progress into leadership roles such as Customer Success Director or Head of Customer Experience.
• Gain exposure to product strategy, sales enablement, and business development initiatives.
• Participate in continuous learning programs, including industry conferences, certifications, and internal knowledge‑sharing sessions.
• Collaborate with global teams, expanding your professional network across continents.
• Contribute to the evolution of brighthush’s customer success framework, shaping best practices that will be adopted company‑wide.

Work Environment & Company Culture

brighthush fosters a culture of innovation, transparency, and inclusivity. Our remote‑first approach means you can work from anywhere while staying connected through:

• Weekly virtual town halls and cross‑team syncs.
• Open‑door leadership and a flat hierarchy that encourages idea sharing.
• Flexible work hours that respect work‑life balance.
• A vibrant community of professionals who celebrate diversity and champion equity.
• Regular team‑building events, both virtual and in‑person, to strengthen collaboration and camaraderie.

Compensation & Benefits

We offer a competitive total rewards package that reflects your experience, expertise, and the value you bring to brighthush:

• Base salary range: $75,000 – $95,000 annually, with performance‑based OTE.
• Health, dental, vision, life, and disability insurance.
• 401(k) retirement savings plan with employer match.
• Generous paid time off, including vacation, sick leave, and personal days.
• Comprehensive virtual onboarding experience for all new hires.
• Professional development budget for courses, certifications, and conferences.
• Employee wellness programs, including mental health resources and fitness stipends.
• Equity options as part of the long‑term incentive plan.

Equal Opportunity Employer

brighthush is proud to be an Equal Opportunity Employer. We provide equal employment opportunities to all employees and applicants regardless of race, color, religion, sex, age, national origin, disability, veteran status, pregnancy, sexual orientation, or any other characteristic protected by law.

Ready to Make an Impact?

If you’re passionate about driving customer success, thrive in a fast‑moving startup environment, and want to help shape the future of hospitality technology, we’d love to hear from you. Join brighthush and be part of a team that is transforming how the industry works—one guest experience at a time.