Senior Customer Success Manager – North America – Driving Growth, Adoption, and Strategic Value for Innovative Airport Technology Solutions at brighthush
About brighthush
brighthush is a trailblazer in the aviation technology arena, redefining how airports worldwide operate, innovate, and delight passengers. Our next‑generation, cloud‑native operating system seamlessly fuses Airport Operating Systems (AOS), Passenger Processing Systems (PPS), and advanced Passenger Flow Management tools into a single, unified platform. By integrating security, boarding, baggage handling, and aircraft parking, we empower airports to scale faster, cut operational costs, and deliver a frictionless experience that keeps travelers coming back.
With a mission to make air travel safer, faster, and more enjoyable, brighthush partners with airports of all sizes—from regional hubs to major international gateways—to unlock the full potential of data, automation, and real‑time decision making. Our solutions are built on open standards, robust APIs, and a relentless commitment to continuous improvement, ensuring that every airport can adapt to evolving regulations, passenger expectations, and technological advances.
Why brighthush is the Place to Grow Your Career
At brighthush, technology is only as powerful as the people who champion it. We cultivate a culture rooted in curiosity, collaboration, and a relentless pursuit of excellence. Our high‑impact teams thrive on solving complex problems, delivering measurable outcomes, and celebrating milestones together. If you’re passionate about customer success, thrive in a dynamic environment, and want to shape the future of aviation, brighthush is the place for you.
Role Overview
As the Senior Customer Success Manager – North America, you will be the primary advocate for our airport clients, ensuring they extract maximum value from our technology portfolio. You will partner with sales, product, support, and marketing to orchestrate a seamless, end‑to‑end customer experience that fuels adoption, expansion, and long‑term loyalty.
Key Responsibilities
- Own the full customer lifecycle for a portfolio of North American airports, from onboarding through renewal and expansion.
- Develop deep expertise in brighthush’s product suite and translate technical capabilities into tangible business value for each client.
- Design and execute customer success playbooks that align with each client’s strategic objectives and operational KPIs.
- Conduct regular business reviews, health checks, and adoption workshops to surface opportunities for upsell, cross‑sell, and case study development.
- Act as the single point of contact for all customer escalations, ensuring timely resolution and proactive communication.
- Collaborate with the implementation team to guarantee smooth go‑live experiences and robust post‑implementation support.
- Partner with product and engineering to capture customer feedback, influence roadmap decisions, and advocate for feature enhancements.
- Track and report on success metrics—including NPS, CSAT, adoption rates, and renewal rates—using data‑driven insights to drive continuous improvement.
- Mentor and coach junior team members on best practices, playbook usage, and customer engagement strategies.
- Represent brighthush at industry events, conferences, and customer site visits, building strong relationships with C‑level executives and key stakeholders.
Essential Qualifications
- 2–4 years of proven experience as a Customer Success Manager in a SaaS or technology‑driven environment, preferably within aviation or travel.
- Track record of managing enterprise‑level accounts and driving commercial outcomes through expansion, upsell, and renewal initiatives.
- Strong analytical mindset with the ability to interpret data, identify trends, and translate insights into actionable plans.
- Excellent written and verbal communication skills, capable of delivering compelling presentations to C‑suite audiences.
- Proactive, self‑motivated, and comfortable working in a fast‑paced, remote‑first organization.
- Experience working with multi‑geographical, complex customer environments and navigating cross‑border regulatory considerations.
- Willingness to travel internationally to meet clients face‑to‑face as needed.
- Fluency in a second language (French, Spanish, Portuguese, or other European languages) is a plus.
Preferred Qualifications
- Background in aviation operations, airport management, or related fields.
- Experience with enterprise SaaS platforms such as AOS or PPS.
- Knowledge of industry standards, compliance frameworks, and regulatory requirements in the aviation sector.
- Previous exposure to customer success metrics and tools (e.g., Gainsight, Totango).
Core Competencies
- Customer‑centric mindset with a passion for delivering exceptional experiences.
- Strategic thinking and the ability to translate business goals into operational plans.
- Strong problem‑solving skills and a growth mindset.
- Collaboration and cross‑functional teamwork.
- Adaptability and resilience in a rapidly evolving environment.
- Data‑driven decision making and proficiency with analytics tools.
Career Growth & Learning Opportunities
At brighthush, we invest heavily in the professional development of our people. As a Senior Customer Success Manager, you will have access to:
- Structured mentorship programs with senior leaders across product, engineering, and sales.
- Regular training sessions on industry trends, new product features, and advanced customer success methodologies.
- Opportunities to lead cross‑functional projects, influencing product roadmap and go‑to‑market strategies.
- Clear career progression paths to Customer Success Director, Head of Customer Success, or other leadership roles.
- Support for certifications such as Certified Customer Success Manager (CCSM) or industry‑specific credentials.
Work Environment & Culture
brighthush is a remote‑first organization that values flexibility, autonomy, and work‑life balance. Our culture is defined by:
- Transparent communication and open feedback loops.
- Inclusive decision‑making that empowers every team member.
- Regular virtual team‑building events, hackathons, and knowledge‑sharing sessions.
- A commitment to diversity, equity, and inclusion, ensuring every voice is heard and respected.
- A supportive environment that encourages experimentation, learning from failure, and celebrating successes.
Compensation & Benefits
While specific figures may vary based on experience, brighthush offers a competitive total rewards package that includes:
- Base salary that reflects market standards for senior customer success roles.
- Equity or share‑based compensation to align your success with the company’s growth.
- Generous paid time off: 20 days annual leave plus statutory holidays.
- Birthday off policy – enjoy a day off on your special day.
- Comprehensive health, dental, and vision insurance fully funded by the company.
- 401(k) plan with employee‑only contributions.
- Extensive upskilling budget for courses, conferences, and certifications.
- Flexible work arrangements and a supportive remote‑work infrastructure.
Our Commitment to Diversity, Equity & Inclusion
brighthush is an equal‑opportunity employer that celebrates diversity in all its forms. We are dedicated to creating an inclusive environment where every employee feels valued, respected, and empowered to bring their authentic selves to work. If you require accommodations due to a disability or other circumstances, we are committed to working with you to provide the necessary support.
Ready to Make an Impact?
If you are a proactive, customer‑focused professional with a passion for aviation technology and a desire to drive real business outcomes, we would love to hear from you. Join brighthush and help shape the future of airport operations while advancing your career in a supportive, innovative, and globally connected environment.