Senior Customer Success Manager – Regional Mid‑Market (RMM) – brighthush

About brighthush

brighthush is a trailblazing technology partner that empowers restaurants, cafés, bars, and local food‑service businesses to thrive in an increasingly digital marketplace. By delivering a suite of cloud‑based point‑of‑sale, analytics, and workforce management tools, we help our clients streamline operations, boost revenue, delight customers, and keep their teams engaged. Our mission is simple: enable every hospitality business to deliver unforgettable experiences while growing their bottom line. At brighthush, we’re not just building software – we’re building relationships, fostering innovation, and creating a culture where curiosity, collaboration, and customer obsession drive everything we do.

Why Join brighthush?

• Impact at Scale: Work with a portfolio of 16‑50 high‑growth restaurants across the country, shaping the future of the hospitality industry.
• Growth‑First Culture: We invest heavily in professional development, mentorship, and cross‑functional learning opportunities.
• Innovation at the Core: Our AI‑driven product roadmap and data‑centric approach keep us ahead of market trends.
• Inclusive & Flexible: We champion a hybrid work model that balances collaboration with autonomy, and we celebrate diversity in all its forms.
• Competitive Rewards: Earn a base salary that reflects your experience, plus performance bonuses, equity, and a comprehensive benefits package.

Role Overview

As a Senior Customer Success Manager (CSM) in our Regional Mid‑Market (RMM) segment, you will be the primary advocate for a book of business that spans 16‑50 restaurant locations. Your mission is to ensure that each client not only adopts our full suite of solutions but also achieves measurable business outcomes that translate into long‑term partnership, expansion, and advocacy. You will serve as the bridge between the customer’s strategic objectives and brighthush’s product capabilities, driving adoption, satisfaction, and revenue growth.

Key Responsibilities

• Strategic Partnership Management: Build and nurture multi‑threaded relationships with owners, executives, and key decision‑makers across each client. Act as the trusted advisor who understands their business goals and translates them into actionable product strategies.
• Revenue Growth & Retention: Own the full revenue lifecycle for your portfolio – from upsell and cross‑sell opportunities to churn prevention. Leverage data, market insights, and product expertise to recommend solutions that accelerate growth.
• Product Adoption & Activation: Drive adoption of the brighthush product suite by aligning usage with business outcomes. Use analytics to spot early adoption gaps, risk signals, and expansion opportunities, and partner with marketing and product teams to deliver targeted enablement.
• Customer Advocacy & Voice: Champion the customer’s voice within brighthush. Provide regular feedback to product, engineering, and sales leadership, and facilitate reference programs, case studies, and testimonials that showcase client success.
• Cross‑Functional Leadership: Collaborate closely with Sales, Product, Engineering, Marketing, and Support to orchestrate seamless customer journeys. Own escalations, coordinate resources, and ensure timely resolution of any issues.
• Strategic Business Reviews (SBRs): Lead quarterly SBRs with senior client stakeholders. Present data‑driven insights, review progress against goals, and co‑create a forward‑looking action plan that drives continued value.
• Process & Tool Optimization: Continuously refine customer success processes, playbooks, and tooling. Where gaps exist, design and implement solutions that increase efficiency and scalability.

What You’ll Need to Thrive

• 6+ years of account management experience, preferably in SaaS or technology services.
• Proven success managing mid‑market or enterprise accounts, with a track record of exceeding revenue and satisfaction targets.
• Exceptional communication and presentation skills – comfortable speaking with C‑suite executives and cross‑functional teams.
• Strong leadership mindset: ability to influence without authority, drive cross‑departmental collaboration, and mentor junior teammates.
• Self‑starter who thrives in a fast‑moving, ambiguous environment; adept at building structure where playbooks are missing.
• Technical fluency with SaaS platforms, data analytics, and CRM systems.
• Demonstrated ability to navigate competing priorities, manage multiple stakeholders, and deliver results on time.
• Excellent organizational, influencing, and problem‑solving skills.

Nice to Have

• Experience delivering technology or SaaS solutions to the hospitality or restaurant sector.
• Prior exposure to mid‑market, top SMB, or enterprise customer segments.
• Hands‑on experience with Salesforce, Microsoft Office, G‑Suite, Slack, and other collaboration tools.
• Background in data‑driven product adoption and customer analytics.

Career Growth & Learning Opportunities

At brighthush, we believe that your career should evolve as rapidly as the industry. As a Senior CSM, you will:

• Lead high‑impact initiatives that shape our customer success strategy and product roadmap.
• Mentor and coach junior CSMs, building a high‑performing team.
• Participate in cross‑functional leadership forums, influencing company‑wide decisions.
• Access a robust learning ecosystem – from internal knowledge bases and peer‑to‑peer learning circles to external conferences, certifications, and tuition reimbursement.
• Move into senior leadership roles such as Director of Customer Success, Head of Customer Experience, or VP of Customer Success.

Work Environment & Culture

Our culture is built on authenticity, respect, and a relentless focus on customer outcomes. We celebrate diverse perspectives and encourage every team member to bring their whole self to work. Key cultural pillars include:

• Customer‑First Mindset: Every decision is measured against the impact on our clients.
• Continuous Learning: We provide time, resources, and mentorship for ongoing skill development.
• Collaborative Spirit: Cross‑functional teams work together to solve complex problems.
• Work‑Life Balance: Hybrid work model, flexible hours, and generous paid time off.
• Community Engagement: We partner with local restaurants, food‑service associations, and community initiatives to give back.

Compensation & Benefits

While the exact base salary will be determined by your experience, location, and performance, we offer a competitive package that includes:

• Base salary ranging from $90,000 to $120,000 USD, aligned with local market zones.
• Performance‑based bonuses and commissions tied to revenue growth and customer satisfaction metrics.
• Equity options that allow you to share in brighthush’s long‑term success.
• Comprehensive health, dental, and vision insurance.
• 401(k) plan with company match.
• Unlimited paid time off and flexible work arrangements.
• Professional development stipend and tuition reimbursement.
• Wellness programs, including gym memberships and mental health resources.
• Employee referral bonuses and recognition programs.

Our Commitment to Inclusion

brighthush is dedicated to building an inclusive workforce that reflects the communities we serve. We provide reasonable accommodations for candidates with disabilities throughout the hiring process. If you need assistance, please contact [email protected].

Ready to Make a Difference?

Join brighthush and become part of a team that is redefining the future of hospitality technology. If you are a strategic thinker, a relationship builder, and a data‑driven advocate for customer success, we want to hear from you. Apply today and help us empower restaurants across the nation to deliver exceptional experiences while growing their businesses.

We look forward to welcoming you to the brighthush family!