Senior Customer Success Manager – Multifamily Property Management & AI‑Driven Marketing Solutions Lead

About brighthush

brighthush is the global pioneer in AI‑powered marketing solutions designed for multi‑location businesses. Leveraging our proprietary brighthush AI platform and a suite of brighthush Agents, we empower brands to automate and optimize local marketing tasks across every location, delivering unmatched digital visibility, stronger customer engagement, and accelerated growth. Recognized by brighthush as one of the world’s most innovative companies, we serve nearly 1,000 top brands—now including brighthush, brighthush, brighthush, brighthush, and many more—to streamline local marketing at scale.

Founded in 2012 and backed by leading strategic investors, brighthush is transforming how multi‑location brands manage and scale their marketing efforts. Our culture is built on collaboration, agility, and a relentless focus on delivering value to our customers. Whether you’re working from home or in a vibrant office, you’ll find a supportive environment that encourages innovation, continuous learning, and career advancement.

Why This Role Matters

As the Senior Customer Success Manager for Multifamily Property Management, you will be the linchpin that ensures our customers—property managers, leasing teams, and real‑estate operators—extract maximum value from the brighthush platform. Your leadership will shape the customer journey, drive adoption, and secure long‑term retention for a portfolio of high‑impact accounts. You’ll coach a team of Customer Success Managers (CSMs), instill best practices, and collaborate cross‑functionally to deliver a seamless, high‑quality experience for every client.

Key Responsibilities

• Team Leadership & Development – Coach, mentor, and develop a high‑performing team of CSMs, setting clear expectations, providing constructive feedback, and fostering a culture of continuous improvement.
• Performance Management – Monitor team KPIs tied to retention, adoption, engagement, and customer satisfaction; analyze data to identify trends, gaps, and opportunities for improvement.
• Success Planning – Partner with CSMs to design and execute Success Plans that help customers achieve measurable outcomes, mitigate risks, and realize ROI from brighthush solutions.
• Relationship Management – Ensure CSMs maintain strong, multi‑threaded relationships within accounts, acting as trusted advisors during M&A of properties, regulatory changes, and operational shifts.
• Process & Playbook Development – Lead the creation of repeatable playbooks, onboarding flows, and support processes that streamline high‑volume, high‑impact property accounts.
• Cross‑Functional Collaboration – Work closely with Sales, Implementation, Support, and Product teams to align on key initiatives, resolve escalations, and deliver a cohesive customer experience.
• Escalation Management – Own the escalation process, coordinating with internal stakeholders to ensure timely communication and resolution of customer issues.
• Strategic Insight – Provide insights and feedback to product and strategy teams based on customer interactions, market trends, and industry dynamics.

Essential Qualifications

• 1–2 years of people‑management or team‑lead experience, coupled with 5+ years of Customer Success experience in a SaaS or technology environment.
• Deep familiarity with the multifamily property industry—understanding stakeholders, operational requirements, and the unique challenges of managing multiple properties.
• Strong analytical, organizational, and problem‑solving skills, with the ability to translate data into actionable insights.
• Proven ability to work cross‑functionally, collaborating with Sales, Product, Support, and Implementation teams to resolve issues and enhance the customer journey.
• Exceptional interpersonal and consultative communication skills, capable of building trust with senior stakeholders across client organizations.
• Motivated coach with a track record of developing and supporting team performance, fostering a culture of accountability and continuous learning.
• Adaptability to evolving job responsibilities and a willingness to take on additional duties as the business evolves.
• Remote‑first mindset: Ability to work 100% remotely while maintaining high levels of engagement and collaboration.

Preferred Qualifications

• Experience managing large, complex property management customer relationships, including multi‑property portfolios.
• Background in SaaS customer success within the real‑estate or hospitality sectors.
• Familiarity with AI‑driven marketing platforms or similar technology solutions.
• Knowledge of industry regulations, compliance, and data privacy standards relevant to property management.
• Experience with performance metrics dashboards, CRM systems (e.g., Salesforce, HubSpot), and customer success platforms (e.g., Gainsight, Totango).

Skills & Competencies

• Leadership & Coaching – Ability to inspire, mentor, and develop a team of high‑performing professionals.
• Strategic Thinking – Capacity to see the big picture, anticipate challenges, and devise long‑term solutions.
• Customer‑Centric Mindset – Passion for delivering exceptional customer experiences and driving customer success.
• Data‑Driven Decision Making – Proficiency in analyzing metrics, interpreting trends, and making evidence‑based recommendations.
• Communication & Influence – Strong written and verbal communication skills, with the ability to influence stakeholders at all levels.
• Project Management – Skilled at managing multiple initiatives simultaneously, ensuring timely delivery and stakeholder alignment.
• Adaptability & Resilience – Comfortable navigating change, ambiguity, and fast‑paced environments.

Career Growth & Learning Opportunities

At brighthush, we believe in investing in our people. As a Senior Customer Success Manager, you’ll have access to:

• Structured leadership development programs, including mentorship from senior executives.
• Cross‑functional training sessions that deepen your understanding of product, sales, and operations.
• Opportunities to lead high‑visibility projects that shape the future of our customer success organization.
• Regular feedback loops and performance reviews that help you set and achieve ambitious career goals.
• Access to industry conferences, webinars, and workshops to stay ahead of market trends.

Work Environment & Culture

brighthush is a fully remote, distributed organization that values flexibility, collaboration, and innovation. Our culture is defined by:

• Agility – We iterate quickly, respond to customer feedback, and continuously improve our processes.
• Collaboration – Cross‑functional teams work together seamlessly, sharing knowledge and celebrating successes.
• Inclusivity – We welcome diverse perspectives and foster an environment where everyone can thrive.
• Wellness – We prioritize mental and physical health through wellness incentives, flexible PTO, and quarterly wellness days.
• Recognition – We celebrate achievements through unique employee engagement programs and peer recognition.

Compensation & Benefits

• Base Salary – Competitive range of $100,000 to $130,000 USD, commensurate with experience and qualifications.
• Performance Bonuses & Commission – Earn additional incentives tied to team and company performance.
• Health & Wellness – Comprehensive health insurance plans, dental, and vision coverage.
• Retirement Savings – 401(k) plan with employer match to help you secure your future.
• Flexible Paid Time Off – Unlimited PTO policy, allowing you to balance work and personal life.
• Paid Holidays – Company‑wide paid holidays to celebrate and recharge.
• Quarterly Wellness Days – Dedicated days for personal well‑being and self‑care.
• Employee Engagement – Unique programs that foster community, learning, and fun.

How to Apply

If you’re ready to lead a high‑impact team, drive customer success for the multifamily property sector, and shape the future of AI‑powered marketing, we want to hear from you. Join brighthush and help us redefine how multi‑location brands thrive in a Apply for this job