Senior Customer Success Manager – North America Remote – Championing Revenue Growth, Strategic Account Leadership, and Product Adoption for Innovative SaaS Hospitality Platform at brighthush
About brighthush
brighthush is more than a SaaS company; it’s a movement that’s reshaping the short‑term rental landscape. Our cloud‑native platform empowers property owners, managers, and hospitality operators to run their businesses with unprecedented ease, profitability, and insight. By marrying intuitive design, powerful automation, and data‑driven analytics, we help hosts maximize occupancy, streamline operations, and unlock new revenue streams that were once hidden behind manual spreadsheets and fragmented tools.
What sets brighthush apart is our remote‑first, fully distributed culture. We trust our people to own outcomes, not micromanage processes. Diversity, curiosity, and a relentless drive to solve complex problems are the DNA of our organization. If you thrive in a fast‑paced, high‑impact environment and want to shape the future of hospitality technology, brighthush is the place for you.
Why This Role Matters
Customer Success at brighthush is the commercial engine that fuels growth, retention, and product adoption. As a Senior Customer Success Manager, you’ll partner with hosts ranging from single‑property owners to multi‑portfolio enterprises, guiding them to unlock the full value of our platform while driving measurable revenue for the company. Your success will be measured by the growth you generate, the relationships you nurture, and the strategic insights you bring back to our product and sales teams.
Key Responsibilities
- Revenue Growth & Expansion – Own quarterly revenue targets by identifying upsell, cross‑sell, and renewal opportunities within your portfolio. Leverage data and customer insights to craft tailored proposals that align with each host’s business goals.
- Consultative Selling – Build deep, trust‑based relationships with hosts. Understand their unique challenges, objectives, and success metrics. Translate those insights into actionable recommendations that drive ROI.
- Proactive Engagement – Initiate regular check‑ins, business reviews, and targeted outreach. Use a mix of email, video, and in‑app messaging to keep hosts engaged and informed about new features and best practices.
- Product Adoption & Monetization – Champion the adoption of core features such as Direct Booking, Dynamic Pricing, and Upsell Modules. Demonstrate how these tools translate into higher revenue and operational efficiency.
- Education & Workshops – Design and deliver 1:1 coaching sessions, group workshops, and product demos that empower hosts to maximize platform value. Turn learning into action by guiding hosts through implementation steps.
- Strategic Account Management – Conduct Quarterly Business Reviews (QBRs) with high‑value accounts. Identify gaps, propose solutions, and develop roadmaps that support long‑term growth.
- Pipeline & Performance Ownership – Build and maintain a healthy pipeline of opportunities in our CRM. Track activity, forecast accurately, and ensure timely follow‑up to close deals.
- Advocacy & Collaboration – Capture customer feedback and relay it to product, support, and engineering teams. Advocate for features that will deliver the greatest impact for our hosts.
- Thought Leadership – Represent brighthush at industry events, webinars, and community forums. Share success stories, best practices, and emerging trends with the broader hospitality ecosystem.
- Data‑Driven Decision Making – Analyze usage metrics, churn indicators, and satisfaction scores to identify improvement opportunities. Translate data into actionable insights for both the customer and internal stakeholders.
What Success Looks Like
We celebrate Customer Success Managers who consistently hit or exceed revenue quotas, nurture a robust opportunity pipeline, and turn customer conversations into tangible business outcomes. You’ll thrive when you:
- Achieve 120%+ of your quarterly revenue target.
- Maintain a pipeline that is at least 3× your quota.
- Drive adoption of at least 70% of our core feature set across your portfolio.
- Receive positive feedback from hosts and internal stakeholders.
- Contribute actionable insights that influence product roadmap decisions.
- Mentor junior team members and share best practices across the Customer Success organization.
Essential Qualifications
- 3+ years of experience in Customer Success, Account Management, or Enterprise Sales within SaaS.
- Proven track record of meeting or exceeding revenue quotas.
- Strong commercial mindset: comfortable discussing pricing, negotiating terms, and closing deals.
- Excellent communication skills – able to present complex concepts clearly and persuasively.
- Proficiency with CRM tools (e.g., brighthush CRM) and data‑driven decision making.
- Self‑motivated, organized, and accountable in a remote, results‑oriented environment.
- Technical curiosity – able to learn new software features quickly and explain them to non‑technical users.
- Problem‑solving mindset and adaptability to changing priorities.
- Team player who collaborates across product, support, and marketing.
- Fluency in English; additional languages are a plus.
Preferred Qualifications
- Experience in the hospitality, short‑term rental, or property management industry.
- Background in revenue management or dynamic pricing.
- Knowledge of the North American real‑estate market and regulatory landscape.
- Experience with data analytics tools (e.g., brighthush Analytics Suite).
- Experience in a high‑growth SaaS startup environment.
Skills & Competencies
- Strategic thinking and analytical rigor.
- Customer‑centric mindset with a passion for delivering value.
- Strong presentation and storytelling abilities.
- Negotiation and influence skills.
- Time‑management and prioritization.
- Collaboration across cross‑functional teams.
- Resilience and a growth mindset.
- Adaptability to remote work dynamics and asynchronous communication.
Career Growth & Learning Opportunities
At brighthush, your career path is defined by impact, not hierarchy. As you demonstrate success, you’ll have opportunities to:
- Move into Senior Customer Success or Account Executive roles.
- Lead a team of Customer Success Managers and shape the team’s strategy.
- Participate in product roadmap discussions and influence feature development.
- Attend industry conferences, workshops, and training programs.
- Earn certifications in SaaS sales, customer success, or hospitality technology.
- Take on cross‑functional projects that span product, engineering, and marketing.
- Mentor new hires and contribute to the development of internal training materials.
Work Environment & Culture
brighthush is a fully distributed, remote‑first organization that values autonomy, transparency, and collaboration. Our culture is built on:
- Radical transparency – open communication and shared decision making.
- Results‑focused – you’re trusted to own your outcomes, not micromanaged.
- Continuous learning – we invest in your professional development.
- Diversity & inclusion – we celebrate a wide range of backgrounds, perspectives, and experiences.
- Fun and community – virtual happy hours, game nights, and team retreats keep us connected.
- Well‑being focus – mental‑health resources, flexible schedules, and a supportive environment.
- Innovation mindset – we encourage experimentation, rapid iteration, and data‑backed decisions.
Compensation & Benefits
While specific figures vary by location and role level, brighthush offers a competitive total‑reward package that includes:
- Base salary aligned with industry standards for remote SaaS roles.
- Unlimited performance bonus potential – paid quarterly based on quota attainment.
- Equity options through our internal token program, with a grant value that reflects your contribution.
- Performance Share Units (PSUs) tied to measurable business outcomes.
- 35 days of paid time off, including public holidays and parental leave.
- Health benefits for U.S. employees (EPO, PPO, HSA) and 401(k) matching.
- Comprehensive mental‑health support via on‑call therapists.
- Peer recognition platform with redeemable rewards.
- Access to a curated library of industry courses, certifications, and learning resources.
- Annual stipend for home‑office equipment and high‑speed internet.
How to Apply
If you’re ready to drive revenue, empower hosts, and shape the future of hospitality tech, we want to hear from you. Join brighthush and become part of a team that’s bold, diverse, and relentlessly focused on delivering value.