Senior Customer Success Manager – Remote LATAM – AI‑Driven SaaS Hospitality Solutions at brighthush

About brighthush

brighthush is a trailblazing U.S.‑based SaaS company that empowers vacation rental and hospitality teams with AI‑powered technology. Our platform streamlines guest communications, automates review management, and optimizes operational workflows, enabling property managers to deliver unforgettable guest experiences while maximizing efficiency and profitability. With a mission to democratize cutting‑edge tech for the hospitality industry, brighthush is rapidly scaling and looking for a visionary Customer Success Manager to join our remote LATAM team.

Why This Role Matters

As the bridge between our product and the people who use it, you will own the entire customer journey after the sale. From the moment a new account is handed off from sales, you will guide them through onboarding, implementation, adoption, support, and renewal. Your work will directly influence customer satisfaction, product usage, and revenue growth. In a fast‑moving startup environment, you will have the chance to shape processes, influence product direction, and build a scalable success framework that will serve thousands of hospitality professionals worldwide.

Key Responsibilities

Onboarding & Implementation

• Own the end‑to‑end onboarding process, ensuring a smooth handoff from sales and a successful launch.
• Conduct deep dives into each customer’s business model, operational workflows, team structure, and strategic goals.
• Coordinate software integrations, configure settings, and manage implementation requirements.
• Guide customers through communication guidelines, automation rules, property data uploads, and user access provisioning.
• Deliver engaging product training via video calls, live demos, and comprehensive written resources.
• Track milestones, deadlines, and outstanding tasks to guarantee on‑time, on‑budget delivery.

Customer Support & Problem Solving

• Serve as the first line of support across email, chat, video calls, and our ticketing platform.
• Diagnose technical issues, differentiate between configuration questions, bugs, and feature requests.
• Escalate complex problems to Product and Engineering, ensuring timely resolution.
• Provide proactive updates, maintain clear communication, and follow through until issues are fully resolved.
• Identify recurring pain points and recommend systemic improvements to prevent future incidents.

Adoption & Retention

• Build strong relationships with key stakeholders and daily platform users.
• Schedule regular check‑ins tailored to each account’s size, industry, and usage patterns.
• Monitor adoption metrics, identify gaps, and design targeted training or outreach.
• Translate platform value into tangible operational impact for customers.
• Spot early signs of churn risk and develop proactive retention plans.
• Identify upsell opportunities and champion cross‑sell initiatives.

Documentation & Knowledge Management

• Create and maintain onboarding guides, help articles, training videos, and internal SOPs.
• Document customer configurations, requests, commitments, and open issues for future reference.
• Keep training resources up‑to‑date with every product release.
• Convert FAQs into clear, reusable documentation.
• Aggregate customer feedback to inform product improvements.

Product Collaboration & Feature Rollouts

• Partner with Product and Engineering to understand upcoming features and release timelines.
• Support product launches through customer demos, training sessions, and adoption playbooks.
• Translate customer feedback into actionable product requests.
• Assist customers in integrating new capabilities into their workflows.
• Follow up on issue resolution and feature releases, ensuring customers are fully informed.

Operations & Automation

• Design repeatable processes for onboarding, support, account reviews, and renewals.
• Define and monitor customer health and adoption metrics.
• Identify repetitive tasks ripe for automation and implement AI‑driven solutions.
• Leverage AI tools to enhance documentation, support, and overall efficiency.
• Continuously refine workflows to accommodate a growing customer base.

Essential Qualifications

• 2–4+ years of experience in SaaS Customer Success, Implementation, Onboarding, or a closely related role.
• Proven track record managing customer onboarding and software implementation projects.
• Excellent written and spoken English; Spanish fluency is a must for LATAM customers.
• Strong customer relationship management and communication skills.
• Ability to explain technical concepts clearly to non‑technical users.
• Exceptional troubleshooting and problem‑solving abilities.
• Experience delivering customer training and product demonstrations.
• Excellent organizational and project management skills.
• Experience creating SOPs, help articles, and training documentation.
• Comfortable working with customer data, spreadsheets, and usage metrics.
• Hands‑on experience using AI tools to improve workflows and productivity.
• Proactive, detail‑oriented, and comfortable taking ownership.
• Ability to manage multiple customer accounts and priorities independently.
• Comfortable working in a fast‑paced startup environment.

Preferred Qualifications

• Experience in vacation rentals, short‑term rentals (STR), hospitality, or property management technology.
• Familiarity with property management systems such as Guesty, Hostaway, OwnerRez, Streamline, or Track.
• Understanding of Airbnb, Vrbo, and guest communication workflows.
• Experience with AI assistants, review management, messaging platforms, or workflow automation.
• Experience with tools such as HubSpot, Intercom, Zendesk, Asana, Notion, or similar platforms.
• Experience building customer success processes in an early‑stage SaaS company.
• Familiarity with SaaS retention, customer health scores, and product adoption metrics.

Work Setup & Remote Requirements

• Full‑time, remote (LATAM only).
• Schedule aligned with U.S. business hours (9 AM–5 PM EST).
• Reliable high‑speed internet connection.
• Personal laptop or desktop computer.
• Quality headset for meetings and client calls.
• Dedicated workspace free from distractions and background noise.

What brighthush Offers

• Competitive Compensation: Market‑aligned salary plus performance bonuses.
• Equity Participation: Opportunity to own a piece of the company’s future.
• Health & Wellness: Comprehensive health insurance, mental health support, and wellness stipend.
• Professional Development: Access to courses, conferences, and mentorship programs.
• Flexible Work Environment: Remote‑first culture with a focus on work‑life balance.
• Diversity & Inclusion: A vibrant, inclusive community that celebrates diverse perspectives.
• Impactful Work: Direct influence on product direction, customer success, and company growth.

Career Growth Opportunities

At brighthush, your career trajectory is as dynamic as our product roadmap. As we expand, you will have the chance to move into senior leadership roles such as Director of Customer Success, Head of Customer Experience, or even VP of Customer Success. You will also be positioned to collaborate closely with founders, shaping the company’s vision and strategy. Continuous learning, mentorship, and a culture of ownership will empower you to grow both personally and professionally.

Join Our Team

If you are passionate about empowering hospitality professionals, thrive in a fast‑paced startup, and enjoy turning complex challenges into elegant solutions, brighthush wants to hear from you. This is an exciting opportunity to work remotely from LATAM, collaborate with a global team, and help shape the future of AI‑driven hospitality tech.

Ready to make a difference? Apply now and become a key player in brighthush’s journey to transform the hospitality industry.