Senior Customer Success Manager – Hospitality Technology & AI Integration Specialist at brighthush – Sydney, Australia

About brighthush

brighthush is a trailblazing technology partner that empowers hospitality operators to thrive in an ever‑evolving digital landscape. With a comprehensive, AI‑driven platform that unifies point‑of‑sale (POS), online ordering, loyalty, procurement, marketing, and data analytics, we give restaurants, cafés, bars, and hotels the tools they need to deliver unforgettable guest experiences while driving operational efficiency and profitability. Our mission is simple: to illuminate the path to smarter, faster, and more connected hospitality solutions.

Why Join brighthush?

At brighthush, we believe that technology should amplify human creativity, not replace it. Our culture is built on curiosity, collaboration, and a relentless pursuit of excellence. As a member of our Customer Success team, you will be at the forefront of transforming how hospitality businesses engage with their customers, manage inventory, and harness data insights. You’ll work alongside a passionate group of engineers, designers, and data scientists who are committed to delivering world‑class solutions that make a tangible difference in the lives of our clients.

Role Overview

We are looking for a seasoned Customer Success Manager who thrives in a fast‑paced, tech‑centric environment and has a deep understanding of the hospitality industry. In this role, you will be the primary advocate for our clients, ensuring they achieve their business objectives through the full spectrum of brighthush’s platform. You will partner with sales, product, and engineering teams to deliver tailored solutions, drive adoption, and cultivate long‑term relationships that translate into measurable growth for both our clients and brighthush.

Key Responsibilities

• Client Relationship Management: Serve as the trusted advisor for a portfolio of mid‑to‑large hospitality clients, understanding their unique challenges and aligning brighthush’s capabilities to their strategic goals.
• Onboarding & Training: Design and deliver comprehensive onboarding programs that accelerate time‑to‑value, including hands‑on workshops, webinars, and customized training materials.
• Product Adoption & Usage Monitoring: Analyze usage data to identify adoption gaps, recommend best practices, and collaborate with product teams to drive feature enhancements.
• Renewal & Upsell Strategy: Lead renewal conversations, identify upsell opportunities, and work closely with the sales team to expand the scope of engagement.
• Client Advocacy & Feedback Loop: Act as the voice of the customer within brighthush, gathering insights, prioritizing feature requests, and ensuring a seamless feedback loop to product and engineering.
• Cross‑Functional Collaboration: Partner with marketing, support, and operations to create case studies, success stories, and internal knowledge bases.
• Travel & On‑Site Support: Visit client venues as needed to provide on‑site support, conduct workshops, and strengthen relationships.
• AI Tool Integration: Leverage AI tools to deliver predictive insights, automate routine tasks, and enhance the overall customer experience.

Essential Qualifications

• 2–3 years of proven experience in Customer Success, Account Management, or a related role within the hospitality technology space.
• Deep familiarity with POS systems, online ordering platforms, loyalty programs, procurement workflows, inventory management, and payment processing.
• Strong communication skills in English, with the ability to translate complex technical concepts into clear, actionable insights for non‑technical stakeholders.
• Demonstrated success in driving product adoption, renewal rates, and upsell opportunities.
• Comfortable using AI tools (e.g., chatbots, predictive analytics, automation platforms) to enhance customer interactions.
• Valid Australian work rights and a willingness to travel to client sites across Sydney and surrounding regions.
• Proactive, solution‑oriented mindset with a passion for continuous learning and improvement.

Preferred Qualifications

• Experience working with hospitality operators such as restaurants, cafés, bars, or hotels.
• Background in data analytics or experience with BI tools (e.g., Tableau, Power BI).
• Knowledge of Australian hospitality regulations and compliance standards.
• Previous exposure to AI‑driven customer success platforms or SaaS product management.
• Fluency in additional languages (e.g., Mandarin, Spanish) is a plus.

Key Skills & Competencies

• Customer‑Centric Mindset: Empathy, active listening, and a genuine desire to help clients succeed.
• Analytical Thinking: Ability to interpret usage metrics, identify trends, and recommend data‑driven actions.
• Project Management: Strong organizational skills to manage multiple client engagements simultaneously.
• Technical Proficiency: Comfortable navigating complex software ecosystems and troubleshooting technical issues.
• Collaboration & Influence: Ability to work cross‑functionally and influence stakeholders at all levels.
• Adaptability: Thrive in a dynamic environment where priorities shift rapidly.
• Presentation & Training: Skilled in creating engaging presentations and delivering effective training sessions.

Career Growth & Learning Opportunities

At brighthush, we invest heavily in the professional development of our team. As a Customer Success Manager, you will have access to:

• Structured mentorship programs with senior leaders.
• Regular training on emerging technologies, AI, and industry best practices.
• Opportunities to transition into Product Management, Sales Engineering, or Strategic Partnerships roles.
• Conferences, workshops, and certifications funded by the company.
• Internal hackathons and innovation challenges that encourage creative problem‑solving.

Work Environment & Culture

brighthush is a hybrid workplace that blends the flexibility of remote work with the camaraderie of in‑office collaboration. Our Sydney office is a vibrant, open‑concept space designed to inspire creativity and teamwork. We celebrate diversity, encourage open dialogue, and prioritize work‑life balance. Regular team‑building events, wellness programs, and community service initiatives are integral to our culture.

Compensation & Benefits

While specific figures are tailored to experience and role responsibilities, brighthush offers a competitive salary package that includes:

• Base salary commensurate with market rates for mid‑level Customer Success professionals.
• Performance‑based bonuses tied to client satisfaction, renewal, and upsell metrics.
• Comprehensive health and dental insurance.
• Flexible working hours and remote work options.
• Paid time off, including annual leave, public holidays, and personal days.
• Professional development budget and tuition reimbursement.
• Employee stock‑option program to share in the company’s growth.
• Wellness initiatives such as gym memberships, mindfulness sessions, and mental health support.

How to Apply

If you are passionate about transforming the hospitality industry through technology, and you thrive in a collaborative, fast‑moving environment, we would love to hear from you. Please submit your resume and a brief cover letter outlining why you are the ideal fit for the Customer Success Manager role at brighthush. Join us in shaping the future of hospitality and delivering unparalleled value to our clients.

Join brighthush Today – Where Innovation Meets Hospitality

At brighthush, we don’t just build software; we build relationships, empower businesses, and create lasting impact. Your expertise will help our clients unlock new revenue streams, streamline operations, and elevate guest experiences. Take the next step in your career and become part of a team that is redefining the hospitality landscape. Apply now and let’s create something extraordinary together.