Senior Customer Success Manager – SMB Account Strategy & Retention Lead – Championing Sustainable Growth & Customer Loyalty for Hospitality Tech Innovators at brighthush

About brighthush

brighthush is a forward‑thinking technology partner that empowers restaurants, cafés, and local hospitality businesses to thrive in an increasingly digital world. With a suite of cloud‑based point‑of‑sale, analytics, and workforce management tools, we help owners streamline operations, boost revenue, and create unforgettable customer experiences. Our mission is simple yet powerful: to give every hospitality business the technology and support they need to grow, innovate, and stay competitive.

Why brighthush is the Place to Accelerate Your Career

At brighthush, we’re more than a tech company – we’re a community of passionate, data‑driven professionals who love solving real problems for real people. Our culture is built on collaboration, continuous learning, and a relentless focus on customer success. Whether you’re a seasoned customer success veteran or a recent graduate eager to make an impact, brighthush offers a dynamic environment where your ideas matter and your career can accelerate.

Role Overview

The Senior Customer Success Manager – SMB Account Strategy & Retention Lead sits at the core of brighthush’s retention engine. You’ll be the trusted advisor for our small‑to‑medium‑business (SMB) customers, ensuring they unlock the full value of our platform and remain loyal partners for years to come. This is a high‑volume, inbound/outbound role that demands a blend of strategic thinking, empathy, and data‑driven decision making.

Key Responsibilities

• Manage a dedicated high‑volume account strategy line – phone, chat, and email – while meeting strict service level agreements (SLAs) and maintaining a consistent schedule.
• Lead consultative, value‑based retention conversations tailored to each customer’s unique business model and tech stack, helping them realize the full potential of brighthush’s platform.
• Navigate complex customer conversations with professionalism, empathy, and confidence, including objection handling, competitive discussions, and contract/pricing negotiations.
• Diagnose customer needs quickly and recommend the best path forward to keep them growing and succeeding with brighthush.
• Maintain meticulous documentation of interactions, outcomes, and feedback using our CRM and reporting tools, ensuring data hygiene and actionable insights.
• Leverage data, account insights, and internal tools to inform retention strategies and make real‑time decisions that drive customer success.
• Act as the voice of the customer, surfacing insights and competitive trends to cross‑functional teams and leadership to continuously improve the customer experience.
• Operate within a focused, repeatable motion designed to scale while delivering personalized, exceptional service.
• Collaborate closely with Sales, Support, Product, and Finance to drive customer outcomes and support escalation paths.

Essential Qualifications

• 2+ years of experience in account management, customer success, or retention‑focused roles with a proven track record of driving positive customer outcomes.
• Experience working in high‑volume, queue‑ or case‑based environments with strict adherence to SLAs and strong prioritization skills.
• Comfort navigating high‑stakes, complex customer conversations with confidence and professionalism.
• Strong objection handling, negotiation, and influencing skills, especially in live customer conversations.
• Proven ability to operate independently while managing competing priorities in a fast‑paced, ever‑changing environment.
• Data‑driven mindset with the ability to interpret account insights and apply them in real‑time decision making.
• Excellent phone presence, communication, presentation, and written skills.
• Self‑starter who can quickly assess complex scenarios and drive toward resolution.

Preferred Qualifications (Nice to Haves)

• Experience in account management, customer care, or churn prevention roles.
• Knowledge of payments or credit card processing.
• Background in SaaS or tech environments.
• Familiarity with brighthush’s product suite and ecosystem.
• Hospitality industry experience.

Skills & Competencies

• Strategic Thinking – Ability to see the big picture and align customer goals with brighthush’s product roadmap.
• Customer Empathy – Deep understanding of the challenges faced by SMB owners and the ability to translate that into actionable support.
• Analytical Acumen – Proficiency in using data dashboards, churn metrics, and usage patterns to drive retention.
• Communication Excellence – Clear, concise, and persuasive communication across all channels.
• Collaboration & Influence – Work effectively with cross‑functional teams to advocate for customer needs.
• Adaptability – Thrive in a fast‑moving environment with shifting priorities.

Career Growth & Learning Opportunities

At brighthush, we believe in investing in our people. As a Senior Customer Success Manager, you’ll have the chance to:

• Progress to a Customer Success Leadership role, overseeing a team of CSMs and shaping the overall strategy.
• Take on cross‑functional projects that influence product development, marketing, and sales initiatives.
• Participate in our continuous learning program, which includes certifications in SaaS customer success, data analytics, and leadership.
• Attend industry conferences and workshops to stay ahead of hospitality tech trends.
• Mentor new hires and share best practices across the organization.

Work Environment & Company Culture

brighthush fosters a culture of authenticity, respect, and humility. We celebrate diverse backgrounds and perspectives, ensuring every team member feels heard and empowered. Our hybrid work model blends in‑office collaboration with flexible remote options, allowing you to thrive in a setting that suits your lifestyle.

Compensation & Benefits

While the exact salary will depend on experience and location, we offer a competitive base range of $70,000–$90,000 USD for this role, complemented by:

• Performance‑based bonuses and commissions.
• Equity options to share in brighthush’s growth.
• Comprehensive health, dental, and vision plans.
• 401(k) matching and financial wellness resources.
• Generous paid time off, including vacation, sick leave, and parental leave.
• Wellness stipend, gym memberships, and mental health support.
• Professional development budget and tuition reimbursement.
• Employee referral program and team‑building events.

How brighthush Uses AI in the Hiring Process

We leverage AI tools to streamline administrative tasks—note‑taking, interview summarization, and documentation—so our recruiters and interviewers can focus on meaningful conversations with candidates. All hiring decisions are ultimately made by people, and we ensure a fair, transparent process for every applicant.

Hybrid Working at brighthush

Our hybrid model encourages in‑person collaboration while respecting individual needs. We provide flexible schedules and remote work options, ensuring you can deliver high‑quality results from anywhere. Check our Locations page for specific in‑office expectations by region.

Diversity, Equity, and Inclusion

brighthush is committed to building an inclusive workforce that reflects the communities we serve. We actively seek diverse talent and provide accommodations for applicants with disabilities. If you need assistance during the application or interview process, please let us know.

Apply Today!

Ready to make a tangible impact on the hospitality industry? Apply now and join a team that values innovation, customer obsession, and personal growth. We look forward to learning how you can help brighthush’s SMB customers succeed.