Senior Customer Success Manager – Remote (US) – Driving Adoption & Retention for AI‑Powered Vacation Rental Platform

About brighthush

brighthush is a trailblazing, AI‑driven vacation rental management platform that empowers professional short‑term rental operators to streamline operations, scale effortlessly, and deliver unforgettable guest experiences. With a global community of over 20,000 property managers, we combine cutting‑edge technology, data‑rich insights, and a customer‑centric philosophy to transform the way people manage and grow their rental businesses.

Founded on the belief that technology should serve people, not the other way around, brighthush has rapidly evolved from a niche property‑management tool into a full‑stack solution that covers everything from channel distribution and dynamic pricing to guest communication and financial reporting. Our platform is built on a robust cloud architecture, powered by machine learning models that optimize occupancy, forecast revenue, and automate routine tasks, freeing our users to focus on what they do best: creating memorable stays.

We are proud to be recognized as a unicorn in the short‑term rental space, with a proven track record of profitability, high growth, and a culture that values innovation, transparency, and collaboration. At brighthush, we’re not just building software; we’re building a community of property managers who thrive together.

Why Join brighthush?

At this pivotal moment in our journey, we’re looking for a passionate, results‑driven Customer Success Manager to help us scale our North American customer base while ensuring every client achieves maximum value from our platform. If you thrive in a fast‑paced, data‑driven environment, love building relationships, and want to make a tangible impact on the success of thousands of property managers, brighthush is the place for you.

Role Overview

As a Customer Success Manager at brighthush, you will be the primary advocate for our North American customers. Your mission is to guide them through the entire customer lifecycle—from onboarding and adoption to renewal and expansion—while fostering a culture of continuous improvement and product advocacy. You will work closely with sales, product, and engineering teams to translate customer feedback into actionable insights that shape future product releases.

Key Responsibilities

• Strategic Onboarding & Adoption: Design and execute personalized onboarding journeys for 100+ mid‑market accounts, ensuring rapid adoption of core features and alignment with each client’s business goals.
• Customer Health & Retention: Monitor account health metrics (NPS, usage, churn risk) and implement proactive engagement plans to maintain high retention rates and drive Net Revenue Retention (NRR) above 120%.
• Escalation Management: Act as the first line of defense for critical incidents, coordinating with cross‑functional teams to resolve issues within SLA and turning challenges into opportunities for upsell.
• Ongoing Engagement & Education: Host quarterly business reviews, webinars, and training sessions; develop educational content such as user guides, best‑practice playbooks, and video tutorials.
• Product Feedback Loop: Capture and prioritize customer insights, translating them into product backlog items that enhance usability, performance, and feature set.
• Account Growth & Expansion: Identify upsell and cross‑sell opportunities within existing accounts, collaborating with sales to close expansion deals that contribute to revenue growth.
• Reporting & Analytics: Produce regular reports on account health, adoption trends, and customer satisfaction; present findings to leadership and use data to refine success strategies.
• Team Collaboration: Partner with the sales, marketing, and product teams to align messaging, share success stories, and champion customer success initiatives across the organization.

Essential Qualifications

• 3–5 years of proven experience in Customer Success or Account Management within a SaaS environment.
• Track record of managing a large portfolio of mid‑market accounts (≥100) while consistently meeting or exceeding engagement and retention KPIs.
• Demonstrated success in driving NRR and GRR, with a deep understanding of risk identification, portfolio segmentation, and renewal ownership.
• Native‑level proficiency in English, with exceptional written and verbal communication skills tailored to a North American audience.
• Strong analytical mindset: ability to interpret usage data, identify trends, and translate insights into actionable plans.
• Excellent problem‑solving skills, with a knack for simplifying complex issues and delivering clear, effective solutions.
• Experience working in a fully remote, distributed team environment; comfortable using collaboration tools such as Slack, Zoom, and Asana.

Preferred Qualifications

• Background in the hospitality or vacation rental industry, with a deep understanding of property management workflows.
• Experience with AI or data‑driven product platforms, and a curiosity for emerging technologies.
• Previous involvement in product evangelism, community building, or user advocacy initiatives.
• Knowledge of CRM and customer success platforms (e.g., Gainsight, Totango, Intercom).
• Proficiency in data visualization tools such as Tableau or Power BI.

Core Skills & Competencies

• Customer‑Centric Mindset: Passion for delivering exceptional customer experiences and building long‑term relationships.
• Strategic Thinking: Ability to see the big picture while managing day‑to‑day details.
• Communication & Influence: Skilled at articulating complex ideas to diverse stakeholders and persuading them to adopt new practices.
• Project Management: Proven ability to juggle multiple priorities, set clear expectations, and meet deadlines.
• Data‑Driven Decision Making: Comfortable working with metrics, dashboards, and data analysis to guide actions.
• Adaptability: Thrives in a fast‑moving, evolving environment and embraces change as an opportunity.
• Team Collaboration: Works effectively with cross‑functional teams and fosters a culture of shared success.

Career Growth & Learning Opportunities

At brighthush, your professional development is a top priority. We offer:

• Structured mentorship programs pairing you with senior leaders across product, engineering, and sales.
• Access to a curated library of courses, certifications, and industry conferences.
• Clear career pathways: from Customer Success Lead to Director of Customer Success, with opportunities to transition into Product Management, Sales, or Operations.
• Regular performance reviews and goal‑setting sessions to align your growth with company objectives.
• Cross‑functional project assignments that broaden your skill set and expand your network within the organization.

Work Environment & Culture at brighthush

We are a fully remote, globally distributed team of over 40 countries. Our culture is built on:

• Transparency: Open communication channels, regular all‑hands meetings, and a shared knowledge base.
• Inclusivity: Celebrating diverse perspectives and fostering an environment where every voice is heard.
• Innovation: Encouraging experimentation, rapid prototyping, and a fail‑fast mentality.
• Work‑Life Balance: Flexible schedules, unlimited vacation policy (subject to manager approval), and a focus on results over hours.
• Community events: virtual coffee chats, hackathons, and quarterly global town halls that keep us connected.

Compensation & Benefits

While specific figures vary by location, we offer:

• Competitive base salary aligned with market rates for the U.S. and other U.S. time zones.
• Performance‑based bonuses tied to NRR, GRR, and customer satisfaction metrics.
• Equity options: Every employee receives stock options that vest over a four‑year period, aligning your success with the company’s growth.
• Health, dental, and vision insurance (where applicable) and retirement plan options.
• Annual paid leave and public holidays in accordance with local regulations.
• Professional development stipend and reimbursement for relevant certifications or conferences.
• Access to a digital wellness program, including mental health resources and virtual fitness classes.

How to Apply

If you are a proactive, customer‑focused professional who thrives in a remote setting and is ready to help thousands of property managers succeed, we’d love to hear from you. Submit your application through our careers portal, and our Talent Acquisition team will review your profile and reach out if your experience aligns with our needs.

Join brighthush – Where Innovation Meets Impact

At brighthush, you’ll be part of a mission‑driven team that is reshaping the vacation rental industry. Your work will directly influence how property managers operate, grow, and delight their guests. If you’re ready to take your career to the next level, help shape the future of hospitality tech, and enjoy the freedom of a fully remote role, apply today and become a key player in our success story.