Senior Customer Success Manager – North America Remote – SaaS Product Champion at brighthush

About brighthush

At brighthush, we’re redefining how short‑term rental hosts manage their listings by giving them a self‑service platform that feels as intuitive as it is powerful. Our mission is to empower hosts to run their businesses with confidence, freeing them to focus on what matters most: creating unforgettable guest experiences. With a fully distributed, remote-first culture, we bring together the brightest minds from across North America, Europe, and Australia to build the next generation of hospitality software.

Why brighthush?

We’re not just another SaaS company. We’re a product that lives inside the homes of thousands of hosts, and we’re constantly iterating to make that experience smoother, faster, and more delightful. Our team is built on trust, autonomy, and a shared passion for solving real problems for real people. If you thrive in an environment where your ideas shape the product, where you’re trusted to own your work, and where you can see the direct impact of your efforts on our customers, brighthush is the place for you.

Role Overview

As a Senior Customer Success Manager at brighthush, you will be the primary advocate for our North American host community. Your mission is simple yet powerful: turn every host into a raving fan of our platform and our brand. You’ll partner closely with product, marketing, and support teams to ensure our hosts not only adopt our features but also achieve measurable business outcomes.

Key Responsibilities

• Customer Relationship Management: Build and nurture long‑lasting relationships with a portfolio of high‑value hosts, serving as their trusted advisor and first point of contact.
• Quarterly Business Reviews (QBRs): Lead data‑driven QBRs that assess usage, uncover growth opportunities, and align our roadmap with host objectives.
• Product Roadmap Advocacy: Keep hosts informed about upcoming features, gather actionable feedback, and influence the product backlog to reflect real‑world needs.
• Upsell & Expansion: Identify and execute expansion opportunities—whether through premium tiers, add‑ons, or cross‑sell initiatives—while staying aligned with each host’s strategic goals.
• Customer Advocacy: Champion host voices across the organization, ensuring that their insights shape product decisions, support processes, and marketing narratives.
• Performance Tracking: Monitor health metrics (NPS, churn, renewal rates), generate insightful reports, and present findings to senior leadership.
• Cross‑Functional Collaboration: Work hand‑in‑hand with product, engineering, support, and marketing to deliver a seamless, end‑to‑end host experience.
• Continuous Improvement: Propose and implement process enhancements that elevate host satisfaction and operational efficiency.

Essential Qualifications

• Minimum of 3 years in Customer Success, Account Management, or a related role within a SaaS or software company.
• Proven track record of managing a portfolio of high‑value customers and driving upsell or expansion revenue.
• Exceptional verbal and written communication skills, with the ability to translate complex technical concepts into clear, actionable guidance.
• Strong analytical mindset: comfortable with data dashboards, health metrics, and deriving insights that inform strategy.
• Technical proficiency: adept at using CRM platforms (e.g., Salesforce, HubSpot), customer success tools (e.g., Gainsight, Totango), and basic product knowledge.
• Project management experience: juggling multiple accounts, timelines, and stakeholder expectations with precision.
• Team‑player attitude: thrive in a cross‑functional environment, collaborating with product, support, and marketing to deliver host value.

Preferred Qualifications

• Experience in the hospitality or travel tech industry, especially with short‑term rental platforms.
• Background in product management or a deep understanding of product roadmaps.
• Fluency in multiple languages, especially Spanish or French, to serve a diverse host base.
• Experience working in a fully remote, distributed organization.
• Knowledge of data privacy regulations (GDPR, CCPA) and best practices for handling host data.

What You’ll Bring to the Table

We’re looking for someone who is:

• Customer‑centric, always putting the host’s needs first.
• Strategic, able to see the big picture while managing day‑to‑day details.
• Proactive, constantly seeking opportunities to add value before hosts even ask.
• Empathetic, with a genuine desire to help hosts succeed.
• Data‑driven, using metrics to validate decisions and measure impact.
• Collaborative, comfortable working across teams and geographies.

Career Growth & Learning Opportunities

At brighthush, your growth is built into the fabric of the organization:

• Clear career ladder: from Customer Success Manager to Senior Manager, Director, and VP of Customer Success.
• Mentorship programs pairing you with seasoned leaders in product, engineering, and sales.
• Access to industry conferences, webinars, and continuous learning platforms.
• Regular hackathons and innovation sprints where you can experiment with new ideas.
• Opportunity to shape the product roadmap and influence the future of hospitality tech.

Our Culture at brighthush

We’re a remote‑first, fully distributed team that values:

• Trust over micromanagement: you’re empowered to own your work and deliver results.
• Transparency: open communication channels, regular all‑hands meetings, and a culture of feedback.
• Inclusivity: a diverse team that celebrates different perspectives and backgrounds.
• Work‑life balance: flexible hours, 35 days of paid time off, and a focus on mental well‑being.
• Community: virtual coffee chats, team building events, and a shared love for travel and hospitality.

Compensation & Benefits

While exact figures depend on location, role level, and employment status, we offer a competitive package that includes:

• Base salary range: USD 55,080 – USD 85,850 for US employees; USD 64,800 – USD 101,000 for contractors.
• Quarterly performance bonus up to 40% of base salary, tied to upsell and renewal targets.
• Equity: RSUs through our brighthush token program.
• Comprehensive health benefits (EPO, PPO, HSA) for US employees.
• 401(k) retirement plan with company match.
• Unlimited paid time off, including self‑serve public holidays.
• Parental leave and family support.
• Mental‑health resources: on‑call therapists via Slack, mindfulness sessions, and wellness stipends.
• Annual recognition on Inc.’s list of Best Workplaces for 2023.

How to Apply

If you’re ready to help hosts around the world become champions of our platform, we’d love to hear from you. Submit your application through our careers portal or click the link below to start the conversation.

Apply to brighthush Today

Join brighthush – Where Hosts Thrive and You Grow

At brighthush, you’ll be part of a team that’s bold, innovative, and deeply committed to making a difference in the hospitality industry. Your work will directly influence how thousands of hosts manage their businesses, and you’ll see the tangible impact of your efforts in real time. If you’re passionate about customer success, love working in a fast‑paced SaaS environment, and want to be part of a company that’s shaping the future of travel, we can’t wait to meet you.