Senior Customer Success Manager – Hospitality SaaS Solutions & Global Client Engagement at brighthush

About brighthush

brighthush is a trailblazing vertical SaaS company that is redefining the hospitality industry through cutting‑edge technology built on the Salesforce platform. Our mission is to empower hotels, event venues, and hospitality operators worldwide with intelligent, data‑driven tools that streamline operations, elevate guest experiences, and unlock new revenue streams. By combining deep industry expertise with a passion for innovation, we help our clients transform their businesses and stay ahead of the curve in an ever‑evolving market.

As a global leader, brighthush is committed to fostering a culture of collaboration, continuous learning, and customer‑centricity. We believe that our people are our greatest asset, and we invest heavily in their professional growth, well‑being, and work‑life balance. Whether you’re a seasoned industry veteran or an ambitious newcomer, brighthush offers a dynamic environment where you can thrive, innovate, and make a tangible impact on the hospitality sector.

Why Join brighthush?

• Impactful Work: Drive the success of thousands of hospitality partners across the globe, helping them achieve higher adoption rates, increased retention, and measurable ROI.
• Career Growth: Accelerate your career with mentorship from industry leaders, access to advanced training programs, and clear pathways to senior leadership roles.
• Innovative Culture: Collaborate with cross‑functional teams that blend technology, product, and customer experience to deliver world‑class solutions.
• Global Reach: Work with clients from diverse cultural backgrounds and markets, expanding your global perspective and skill set.
• Flexible Work Environment: Enjoy a fully remote role based in Europe, with flexible hours that support a healthy work‑life balance.

Key Responsibilities

As a Senior Customer Success Manager at brighthush, you will be the primary advocate for our clients, ensuring they derive maximum value from our platform. Your day‑to‑day activities will include:

• Managing the entire customer lifecycle from onboarding to renewal, ensuring a seamless and engaging experience at every touchpoint.
• Driving product adoption by identifying opportunities, creating tailored adoption plans, and collaborating with product and engineering teams to deliver enhancements.
• Monitoring customer health metrics and proactively identifying renewal risks, working closely with the sales team to mitigate churn.
• Conducting regular business reviews, presenting insights, and recommending strategic initiatives that align with client goals.
• Building and maintaining strong, long‑term relationships with key stakeholders, including C‑suite executives, operations managers, and technology leads.
• Acting as a trusted advisor on industry trends, best practices, and emerging technologies that can benefit our clients.
• Collaborating with cross‑functional teams—Product, Engineering, Marketing, and Sales—to relay customer feedback and influence product roadmap decisions.
• Utilizing tools such as Salesforce, Gainsight, ChurnZero, Claude, Cowork, and Code to track customer interactions, automate workflows, and generate actionable insights.
• Representing brighthush at industry events, webinars, and conferences to showcase our solutions and build brand awareness.

Essential Qualifications

To excel in this role, you should bring a blend of hospitality industry experience, technical acumen, and exceptional communication skills:

• Minimum 3+ years of experience in hotel or venue operations, event management, or sales within the hospitality sector.
• Proven track record in stakeholder management, with the ability to influence and collaborate across multiple levels of an organization.
• Experience driving adoption of new tools or platforms, ideally within a SaaS environment.
• Professional fluency in English and at least one additional language—German, French, or Spanish—to effectively communicate with our diverse client base.
• Strong analytical mindset, with the ability to interpret data, identify trends, and translate insights into actionable strategies.
• Excellent written and verbal communication skills, capable of crafting compelling presentations and clear, concise documentation.
• Self‑motivated, organized, and detail‑oriented, with a passion for delivering outstanding customer experiences.

Preferred Qualifications

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

• Experience working with Salesforce, Gainsight, ChurnZero, or similar customer success platforms.
• Background in SaaS product management or customer success within a technology company.
• Knowledge of hospitality industry standards, such as PMS, POS, and revenue‑management systems.
• Experience with data analytics tools (e.g., Tableau, Power BI) and a strong understanding of key performance indicators (KPIs) in customer success.
• Prior involvement in product launches, beta testing, or feature rollouts.
• Demonstrated ability to manage multiple high‑priority projects simultaneously in a fast‑paced environment.

Skills & Competencies

Success at brighthush requires a blend of technical, interpersonal, and strategic skills:

• Customer‑Centric Mindset: Deep empathy for client challenges and a relentless drive to solve problems.
• Strategic Thinking: Ability to see the big picture, align customer goals with business objectives, and propose innovative solutions.
• Data‑Driven Decision Making: Proficiency in interpreting metrics, generating reports, and using data to inform actions.
• Collaboration & Influence: Strong teamwork skills, with the ability to influence stakeholders across product, engineering, and sales.
• Adaptability: Comfortable navigating ambiguity, pivoting priorities, and thriving in a dynamic, remote environment.
• Technical Aptitude: Comfortable learning new software, integrating APIs, and troubleshooting technical issues.
• Multilingual Communication: Fluency in English and at least one additional language to engage with a global client base.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent and providing a clear path for advancement. As a Senior Customer Success Manager, you will have access to:

• Structured mentorship programs with senior leaders in product, engineering, and sales.
• Regular training sessions on industry trends, new product features, and advanced customer success methodologies.
• Opportunities to lead cross‑functional initiatives, such as product launches or customer advocacy programs.
• Clear promotion tracks to roles such as Customer Success Director, Head of Customer Success, or VP of Customer Experience.
• Participation in global conferences, workshops, and industry events to broaden your network and expertise.

Work Environment & Culture

brighthush thrives on a culture that values innovation, transparency, and collaboration. Our remote‑first approach means you can work from anywhere in Europe while staying connected through:

• Weekly virtual team stand‑ups and monthly all‑hands meetings.
• Collaborative tools such as Slack, Microsoft Teams, and Miro for real‑time communication and brainstorming.
• Regular virtual coffee chats and informal “watercooler” sessions to build camaraderie.
• A culture of psychological safety, where every voice is heard and ideas are encouraged.
• Commitment to diversity, equity, and inclusion, ensuring a welcoming environment for all employees.

Compensation, Perks, & Benefits

While specific figures may vary based on experience and location, brighthush offers a competitive compensation package that includes:

• Base salary commensurate with market standards for senior customer success roles in Europe.
• Performance‑based bonuses tied to customer retention, adoption metrics, and overall business impact.
• Equity or stock‑option plans to align your success with the company’s growth.
• Comprehensive health, dental, and vision insurance plans.
• Flexible paid time off (PTO) and a generous holiday schedule.
• Professional development budget for courses, certifications, and conferences.
• Wellness programs, including virtual fitness classes, mental health resources, and ergonomic support.
• Annual company‑wide retreats or team‑building events (subject to travel restrictions).

How to Apply

Ready to take the next step in your career and help shape the future of hospitality technology? We’d love to hear from you! Submit your application through our careers portal, and let’s explore how your expertise can drive success for brighthush and our global clientele.