Senior Customer Success Manager – North America, Remote – Championing Revenue Growth, Client Advocacy, and Strategic Partnerships at brighthush
About brighthush
brighthush is a fully remote, technology‑driven powerhouse that is redefining the short‑term rental landscape. Our mission is simple yet ambitious: to empower hosts worldwide with a single, intuitive platform that automates guest communication, optimizes pricing, and drives occupancy. By marrying deep industry insight with cutting‑edge SaaS solutions, we help hosts increase revenue, reduce operational friction, and deliver unforgettable guest experiences. Our team is a vibrant mix of engineers, designers, marketers, and customer success professionals who thrive on collaboration, continuous learning, and a shared commitment to delivering world‑class service to our global community of hosts.
Why brighthush is the Place to Accelerate Your Career
At brighthush, we believe that great people create great products. As a Senior Customer Success Manager, you will be the linchpin of our growth engine, shaping the experience of thousands of hosts across North America. You’ll partner with cross‑functional teams, influence product roadmap decisions, and champion the voice of the customer—all while enjoying the freedom and flexibility of a fully remote work environment. If you’re passionate about customer advocacy, revenue growth, and building lasting relationships, brighthush offers the platform, the culture, and the career trajectory to help you thrive.
Key Responsibilities
- Revenue Growth & Upsell Leadership: Own the full revenue lifecycle for your portfolio of North American accounts, driving upsell, cross‑sell, and renewal opportunities that align with company targets.
- Strategic Account Management: Serve as the trusted advisor for high‑value clients, ensuring they achieve their business objectives through proactive engagement, data‑driven insights, and tailored success plans.
- Product Adoption & Enablement: Conduct engaging product demos, onboarding sessions, and training workshops that accelerate feature adoption and maximize ROI for hosts.
- Customer Advocacy & Feedback Loop: Capture and analyze customer feedback, translating insights into actionable recommendations for product, engineering, and marketing teams.
- CRM & Data Stewardship: Maintain accurate, up‑to‑date records in our CRM system, ensuring visibility into account health, usage metrics, and opportunity pipelines.
- Cross‑Functional Collaboration: Partner with Sales, Product, Engineering, and Marketing to align on go‑to‑market strategies, feature releases, and customer success initiatives.
- Thought Leadership & Community Building: Represent brighthush at industry events, webinars, and community forums, positioning the brand as a thought leader in the short‑term rental space.
Essential Qualifications
- Minimum of 3 years of experience in Customer Success, Account Management, or a closely related customer‑facing role within the SaaS or hospitality technology sector.
- Proven track record of meeting or exceeding revenue quotas, with a deep understanding of consultative selling techniques.
- Strong command of CRM platforms (e.g., Salesforce, HubSpot, or similar) and proficiency in using data to drive decision‑making.
- Exceptional written and verbal communication skills in English, with the ability to articulate complex concepts to both technical and non‑technical audiences.
- Self‑motivated, highly organized, and comfortable operating in a fast‑paced, remote environment.
- Technical curiosity and a willingness to quickly learn new tools, integrations, and industry trends.
Preferred Qualifications
- Experience working with short‑term rental hosts or in the broader hospitality industry.
- Background in data analytics or experience with BI tools (e.g., Tableau, Looker).
- Fluency in additional languages (Spanish, French, or Portuguese) is a plus.
- Prior experience leading or mentoring junior customer success team members.
Core Skills & Competencies
- Customer‑Centric Mindset: A passion for solving client problems and a relentless focus on delivering value.
- Strategic Thinking: Ability to see the big picture, anticipate market shifts, and develop long‑term account plans.
- Data‑Driven Decision Making: Comfortable interpreting usage metrics, churn indicators, and revenue forecasts.
- Collaboration & Influence: Skilled at building relationships across departments and influencing product direction.
- Adaptability: Thrives in a dynamic environment, quickly adjusting priorities and strategies as needed.
- Technical Aptitude: Comfortable navigating SaaS platforms, APIs, and integration workflows.
Career Growth & Learning Opportunities
At brighthush, we’re committed to your professional development. As a Senior Customer Success Manager, you’ll have access to:
- Structured mentorship programs with senior leaders across product, engineering, and sales.
- Annual learning stipend for courses, certifications, and industry conferences.
- Clear promotion pathways to Director of Customer Success, Head of Customer Experience, or even VP of Customer Success.
- Cross‑functional project assignments that broaden your skill set and expose you to new business areas.
- Regular performance reviews with actionable feedback and goal setting.
Work Environment & Company Culture
brighthush is a fully remote organization that values flexibility, autonomy, and a results‑oriented approach. Our culture is built on:
- Transparency: Open communication channels, regular all‑hands meetings, and a shared dashboard of company metrics.
- Inclusivity: A diverse workforce that celebrates different perspectives and fosters belonging.
- Innovation: A culture that encourages experimentation, rapid iteration, and learning from failure.
- Well‑being: Comprehensive health benefits, mental health resources, and a generous paid time off policy.
- Community: Virtual coffee breaks, team building events, and volunteer opportunities that keep us connected.
Compensation & Benefits
While specific figures are tailored to individual experience and market conditions, brighthush offers a competitive base salary that aligns with industry standards for senior customer success roles in North America. In addition to the base, you’ll receive:
- Performance‑based bonuses tied to revenue growth and customer satisfaction metrics.
- Health, dental, and vision insurance plans for you and your dependents.
- 401(k) matching program to help you build long‑term financial security.
- Generous paid time off (PTO) and a flexible holiday schedule.
- Parental leave policy that supports new parents with paid time off and flexible work arrangements.
- Remote work stipend to cover home office setup and internet expenses.
- Annual wellness stipend for gym memberships, meditation apps, or other health‑related activities.
How to Apply
If you’re ready to take your customer success career to the next level, join brighthush and help shape the future of short‑term rental automation. Submit your resume and a brief cover letter outlining why you’re the ideal fit for this role. We look forward to exploring how your expertise can drive growth and delight for our North American hosts.