Senior Customer Success Manager – Strategic Hospitality & Digital Marketing Excellence – Remote (USA)

About brighthush

brighthush is a trailblazing AI‑powered digital experience platform that empowers enterprises to create, optimize, and scale online customer journeys. With a portfolio of more than 2,000 clients across hospitality, eCommerce, and enterprise SaaS, we blend cutting‑edge machine learning with intuitive design to deliver measurable growth in acquisition, engagement, and revenue. Founded in 1998 and headquartered in San Jose, California, brighthush has grown to a vibrant team of 201‑500 professionals who thrive on innovation, collaboration, and a relentless focus on customer success.

As the world of digital marketing evolves, brighthush is at the forefront of integrating “Experiences” and “Discovery” into a single, AI‑first platform. Our mission is simple: help businesses turn every online interaction into a meaningful, revenue‑driving experience. If you are passionate about technology, strategy, and building lasting client relationships, brighthush offers the perfect environment to grow your career while making a real impact.

Why Join brighthush?

• Remote‑First Culture: Work from anywhere in the United States with a fully remote setup that supports work‑life balance.
• Career Growth: Accelerate your professional journey with mentorship, leadership training, and clear advancement pathways.
• Innovation Hub: Collaborate with world‑class data scientists, product engineers, and marketing strategists to shape the future of digital experience.
• Impactful Work: Drive measurable outcomes for high‑profile hospitality clients, influencing strategy at the executive level.
• Competitive Compensation: Earn a base salary plus performance‑based incentives that reward your success.
• Comprehensive Benefits: Enjoy health, dental, vision, 401(k) matching, unlimited PTO, and more.

Key Responsibilities

As a Senior Customer Success Manager at brighthush, you will be the trusted advisor for our most strategic hospitality accounts. Your role will blend strategic consulting, data‑driven insights, and cross‑functional collaboration to ensure our clients achieve their digital marketing goals and realize the full value of our platform.

• Develop and execute long‑term success plans for a portfolio of high‑value hospitality customers, aligning with their business objectives and KPIs.
• Partner with clients to define clear, measurable goals for digital marketing, SEO, SEM, GEO, paid media, and website optimization.
• Conduct regular business reviews, presenting performance insights, trend analyses, and actionable recommendations to executive sponsors and operational teams.
• Drive adoption of brighthush’s AI‑powered features, ensuring customers fully leverage platform capabilities to maximize ROI.
• Build and nurture trusted relationships with decision‑makers, including C‑suite executives, marketing directors, and operations leaders.
• Act as the primary customer advocate, coordinating with Product, Engineering, Professional Services, and Sales to resolve issues and deliver successful outcomes.
• Maintain continuous engagement throughout the customer lifecycle, from onboarding to renewal, ensuring a seamless experience.
• Advise on omnichannel marketing strategies, integrating SEO, SEM, GEO, paid media, and website optimization into a cohesive plan.
• Educate clients on new platform releases, best practices, and industry trends that enhance digital performance.
• Lead contract renewals and identify upsell/cross‑sell opportunities, collaborating with Sales to expand account value.
• Collect and synthesize customer feedback, feeding insights into product roadmap discussions and service enhancements.
• Collaborate with internal teams—Product, Marketing, Professional Services, and Customer Success—to align on execution and deliver a unified customer experience.
• Champion continuous improvement initiatives that refine customer success processes, increase efficiency, and elevate service quality.

Essential Qualifications

• Bachelor’s degree in Business, Marketing, Communications, or a related field.
• Minimum of 5 years of experience in Customer Success, Account Management, or Strategic Consulting, preferably within the hospitality industry.
• Proven track record of driving customer retention, renewals, and account growth through strategic engagement.
• Deep understanding of omnichannel marketing, SEO, SEM, GEO, paid media, and website optimization.
• Strong analytical mindset with the ability to translate data into actionable insights.
• Exceptional presentation, communication, and stakeholder management skills.
• Demonstrated ability to manage multiple strategic accounts in a fast‑paced, dynamic environment.
• Experience working with AI‑powered digital platforms or enterprise SaaS solutions is highly desirable.
• Background in hospitality, eCommerce, revenue management, or digital marketing adds significant value.
• Familiarity with customer success methodologies and account planning frameworks.

Preferred Qualifications

• Advanced degree (MBA or Master’s) in a relevant discipline.
• Experience leading cross‑functional teams and driving large‑scale initiatives.
• Proficiency in data visualization tools (e.g., Tableau, Power BI) and marketing analytics platforms.
• Knowledge of hospitality industry trends, such as OTA dynamics, loyalty programs, and revenue management.
• Experience presenting business insights to executive leadership and influencing strategic decisions.

Core Skills & Competencies

• Strategic Thinking & Vision
• Customer‑Centric Mindset
• Data‑Driven Decision Making
• Project & Program Management
• Stakeholder Engagement & Influence
• Problem Solving & Innovation
• Communication & Storytelling
• Adaptability & Resilience

Career Growth & Learning Opportunities

At brighthush, we believe in investing in our people. As a Senior Customer Success Manager, you will:

• Progress to a Director or VP of Customer Success role, leading a global team.
• Participate in leadership development programs, executive coaching, and industry conferences.
• Access to cutting‑edge training in AI, data science, and digital marketing strategy.
• Opportunity to shape product strategy through direct customer feedback loops.
• Cross‑functional projects that broaden your skill set beyond customer success.

Company Culture & Work Environment

brighthush fosters a culture of collaboration, curiosity, and continuous improvement. Our remote‑first model is supported by:

• Weekly virtual town halls and monthly all‑hands meetings.
• Open communication channels—Slack, Teams, and a dedicated internal knowledge base.
• Regular hackathons and innovation challenges that encourage experimentation.
• Inclusive hiring practices and a commitment to diversity, equity, and inclusion.
• Community outreach programs and volunteer opportunities.

Compensation & Benefits

• Competitive base salary commensurate with experience.
• Performance‑based incentives tied to account growth, renewal rates, and customer satisfaction.
• Comprehensive health, dental, and vision insurance.
• 401(k) plan with company match.
• Unlimited paid time off (PTO) and flexible work hours.
• Professional development stipend and tuition reimbursement.
• Employee stock purchase plan (ESPP) and equity options.
• Wellness programs, mental health resources, and employee assistance programs.
• Annual company retreats and team‑building events.

How to Apply

Ready to elevate your career and help hospitality leaders unlock the full potential of AI‑powered digital experiences? Click the link below to submit your application and join the brighthush team.

Apply to this role at brighthush

Join brighthush Today

We’re looking for a strategic, data‑savvy, and client‑focused Senior Customer Success Manager who can thrive in a fast‑moving, remote environment. If you’re ready to take ownership of high‑impact accounts, drive measurable results, and shape the future of digital experience, we want to hear from you. Apply now and become part of a company that’s redefining how businesses connect with their customers.