Senior Customer Success Manager – SaaS & Corporate Hospitality Platform – Global Remote Leader Driving Client Success, Growth, and Strategic Partnerships at brighthush
About brighthush
At brighthush, we’re redefining the intersection of technology and hospitality. Our cloud‑native SaaS platform empowers event organizers, corporate brands, and hospitality partners to orchestrate unforgettable experiences that resonate across continents. From high‑profile sports tournaments and blockbuster entertainment events to corporate conferences and product launches, brighthush streamlines operations, amplifies engagement, and delivers measurable ROI for every stakeholder.
Founded on the belief that technology should elevate, not replace, human connection, brighthush has quickly become a trusted partner for Fortune 500 firms, global sports leagues, and leading entertainment conglomerates. Our mission is simple yet ambitious: to make every event a seamless, data‑driven, and emotionally resonant experience.
Why Join brighthush?
As a fully remote, global‑first organization, brighthush offers the freedom to work from anywhere while staying deeply connected to a vibrant, collaborative culture. We champion continuous learning, celebrate innovation, and put the customer at the heart of everything we do. If you thrive in fast‑paced environments, love turning complex challenges into elegant solutions, and want to make a tangible impact on the success of our clients, you’ll find a home here.
Our people are our greatest asset. We invest heavily in professional development, provide a generous learning budget, and encourage cross‑functional collaboration. Whether you’re a seasoned veteran or an ambitious early‑career professional, brighthush offers a platform for growth, influence, and recognition.
Key Responsibilities
As a Senior Customer Success Manager, you will be the linchpin between our clients and the brighthush platform. Your role will encompass the entire customer lifecycle, from initial onboarding to long‑term growth and advocacy. You will be a trusted advisor, a problem‑solver, and a strategic partner.
- End‑to‑End Customer Onboarding – Own the entire onboarding journey for new clients, from initial kick‑off to go‑live. Manage multiple concurrent implementations, ensuring each customer receives a tailored, seamless experience.
- Kick‑off & Training Leadership – Deliver engaging kick‑off presentations, conduct regular virtual check‑ins, and facilitate both virtual and in‑person training sessions that introduce clients to the full breadth of our platform.
- Proactive Issue Resolution – Anticipate and address challenges before they impact the customer experience. Work closely with product, engineering, and support teams to resolve onboarding and early‑usage queries.
- Customer Success Advocacy – Post‑onboarding, nurture strong relationships with a portfolio of corporate accounts. Act as the voice of the customer, championing their needs across the organization.
- Value Realization & Growth – Conduct quarterly business reviews (QBRs), analyze usage data, and identify upsell or expansion opportunities that align with client goals.
- Documentation & Knowledge Sharing – Create and maintain onboarding guides, tutorials, and best‑practice playbooks that empower customers to become super‑users of the platform.
- Cross‑Functional Collaboration – Partner with Product, Sales, Support, and Marketing to feed customer insights into roadmap planning, feature enhancements, and go‑to‑market strategies.
- Team Leadership & Mentorship – Mentor junior team members, share onboarding best practices, and contribute to a culture of continuous improvement.
- Data‑Driven Decision Making – Leverage analytics to track key performance indicators, forecast renewal risks, and quantify the impact of customer success initiatives.
- Thought Leadership – Represent brighthush at industry events, webinars, and client conferences, sharing insights on the future of corporate hospitality and event technology.
Essential Qualifications
- Minimum 2 years of experience in Customer Success, Onboarding, or Digital Project Management roles.
- 4+ years working with complex SaaS products (e.g., CRM, workflow automation, event management platforms).
- Proven ability to present confidently to senior stakeholders and lead high‑impact meetings.
- Exceptional written and verbal communication skills, with a knack for simplifying technical concepts.
- Advanced Excel proficiency – comfortable manipulating large datasets and creating insightful dashboards.
- Strong organizational and time‑management skills, with the ability to juggle multiple projects simultaneously.
- Remote work experience – self‑motivated, disciplined, and adept at using digital collaboration tools.
- Passion for the events, sports, or entertainment industry – a genuine interest in how technology can elevate live experiences.
- Experience with customer success metrics such as NPS, CSAT, renewal rates, and expansion revenue.
Preferred Qualifications
- Experience in a SaaS company with a global customer base.
- Background in data analytics or business intelligence.
- Knowledge of the hospitality or event technology ecosystem.
- Previous involvement in product roadmap or feature prioritization.
- Familiarity with CRM platforms such as Salesforce or HubSpot.
- Experience with project management tools like Asana, Jira, or Trello.
Skills & Competencies
- Customer‑Centric Mindset – Deep empathy for client challenges and a relentless drive to deliver value.
- Strategic Thinking – Ability to see the big picture, align customer goals with business objectives, and identify growth levers.
- Problem‑Solving – Creative, analytical approach to troubleshooting and process improvement.
- Collaboration – Comfortable working cross‑functionally with Product, Engineering, Sales, and Support.
- Communication – Clear, concise, and persuasive communication across all levels.
- Adaptability – Thrive in a fast‑moving environment with evolving priorities.
- Data Literacy – Ability to interpret metrics, build dashboards, and translate data into actionable insights.
- Leadership – Mentor junior teammates, influence cross‑functional initiatives, and champion a culture of continuous improvement.
Career Growth & Learning Opportunities
At brighthush, your professional development is a priority. You’ll have access to:
- Structured onboarding and mentorship programs that pair you with senior leaders.
- Regular training on new product features, industry trends, and customer success best practices.
- Opportunities to lead cross‑functional initiatives and influence product strategy.
- Clear career pathways to Senior Customer Success Manager, Director of Customer Success, or Product Management roles.
- Conferences, webinars, and industry events – including major sports and entertainment showcases.
- Access to a dedicated learning budget for certifications, courses, and conferences.
- Annual “Innovation Sprint” where teams prototype new features based on customer insights.
Work Environment & Culture
Our remote‑first culture is built on trust, transparency, and collaboration. We host quarterly in‑person meet‑ups, training days, and team‑building activities to foster connection and shared purpose. Every team member is empowered to bring fresh ideas, experiment, and drive change. We celebrate diversity, equity, and inclusion, and we believe that a variety of perspectives fuels innovation.
Compensation & Benefits
Competitive salary range: £38,000 to £40,000 (dependent on experience). In addition, we offer:
- Fully equipped home office package – new PC, dual monitor setup, and accessories.
- £500 stipend for home‑office enhancements.
- 25 days annual leave plus public holidays.
- 5% matched company pension contribution.
- Quarterly team meet‑ups and occasional in‑person training sessions.
- Eligibility for our company EMI scheme with stock options after 12 months of service.
- Opportunity to work on high‑profile sports and entertainment projects.
- Continuous learning budget and access to industry certifications.
- Health and wellness stipend, including gym memberships and mental health resources.
- Flexible working hours and a generous paid parental leave policy.
How to Apply
Ready to make a difference? Submit your resume and a cover letter explaining why you’re the perfect fit for brighthush. Our streamlined application process includes:
- Online application form and cover letter upload.
- 30‑45 minute interview with the Customer Success team lead.
- 30 minute interview with the CEO.
- 1‑hour practical exercise with the team lead.
We’re an equal‑opportunity employer and celebrate diversity in all its forms. If you’re passionate about transforming corporate hospitality through technology, we want to hear from you.
Apply Now
Click the link below to submit your application and join the brighthush team.
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