Senior Customer Success Manager – Strategic Partnerships & Mid‑Market Growth (Remote, USA)

About brighthush

brighthush is a trailblazing technology company that empowers the food service and hospitality industry with a cutting‑edge point‑of‑sale and restaurant management platform. Since its founding in 2011, brighthush has grown into a global leader, serving thousands of restaurants, bars, and catering businesses worldwide. With a culture that blends innovation, data‑driven decision making, and a relentless focus on customer success, brighthush is redefining how restaurants operate, thrive, and scale.

As a remote‑first organization, brighthush offers the flexibility to work from anywhere in the United States while maintaining a vibrant, collaborative culture. Our team is built on shared values of curiosity, accountability, and a passion for delivering exceptional experiences to our customers. If you’re ready to join a company that is changing the face of hospitality technology and want to make a tangible impact on the success of our partners, brighthush is the place for you.

Position Overview

We are seeking an experienced Senior Customer Success Manager to lead our mid‑market book of business. In this role, you will be the strategic partner for our customers, ensuring they achieve their business goals through the full suite of brighthush solutions. You will own the end‑to‑end customer journey, from onboarding and adoption to expansion and renewal, while collaborating closely with cross‑functional teams to deliver measurable outcomes.

Why This Role Matters

• Drive revenue growth by identifying upsell and cross‑sell opportunities within a portfolio of high‑potential mid‑market accounts.
• Reduce churn risk by proactively addressing customer pain points and aligning product adoption with business objectives.
• Serve as the voice of the customer within brighthush, feeding insights back to product, marketing, and engineering teams.
• Build deep, multi‑threaded relationships with executive stakeholders, positioning yourself as a trusted advisor.
• Lead strategic business reviews that translate data into actionable plans and secure long‑term partnership success.

Key Responsibilities

• Strategic Relationship Building – Develop and nurture relationships with owners, executives, and decision‑makers across each account. Go beyond the day‑to‑day contact to become the go‑to resource for strategic initiatives.
• Revenue Growth & Retention – Own the full revenue lifecycle: from initial adoption to expansion, renewal, and upsell. Use consultative selling techniques to recommend product enhancements that align with customer objectives.
• Product Adoption & Activation – Champion the adoption of the brighthush product suite. Tie usage metrics to tangible business outcomes, identify adoption gaps early, and orchestrate targeted interventions.
• Customer Advocacy & Feedback – Serve as the primary conduit for customer feedback. Conduct regular Voice of Customer (VoC) surveys, gather insights, and collaborate with internal teams to drive product improvements.
• Escalation Management – Own the resolution of high‑impact escalations. Coordinate with support, engineering, and product teams to ensure timely, satisfactory outcomes.
• Cross‑Functional Collaboration – Partner with Sales, Marketing, Product, and Engineering to align on customer success strategies, launch plans, and go‑to‑market initiatives.
• Strategic Business Reviews (SBRs) – Lead quarterly SBRs with senior leadership, focusing on customer goals, challenges, and industry trends. Deliver data‑rich presentations that culminate in actionable plans and mutual commitments.
• Thought Leadership & Community Building – Represent brighthush at industry events, webinars, and user groups. Share best practices and success stories to strengthen the brighthush ecosystem.

Essential Qualifications

• Minimum of 6 years of experience in account management or customer success, with a proven track record in mid‑market or enterprise segments.
• Deep understanding of SaaS business models, subscription economics, and revenue retention strategies.
• Exceptional communication and presentation skills, capable of engaging C‑suite executives and corporate teams with confidence.
• Strong leadership mindset: ability to influence cross‑departmental initiatives without direct authority.
• Proficiency in using CRM systems (Salesforce preferred), data analytics tools, and collaboration platforms (Slack, MS Office, G‑Suite).
• Experience in the hospitality or restaurant industry is highly desirable, as it provides context for the challenges our customers face.
• Track record of meeting or exceeding quarterly and annual performance metrics.
• Self‑motivated, highly organized, and comfortable navigating a fast‑paced, constantly evolving environment.

Preferred Qualifications

• Prior experience working with brighthush or similar POS/restaurant management platforms.
• Background in consulting or strategy roles, providing a consultative lens to customer engagements.
• Experience managing a portfolio of high‑value accounts and driving expansion revenue.
• Knowledge of data‑driven decision making, including proficiency with BI tools and dashboards.
• Fluency in multiple languages, especially Spanish, to serve a diverse customer base.

Core Competencies & Skills

• Strategic Thinking – Ability to see the big picture, anticipate future needs, and align solutions accordingly.
• Customer‑Centric Mindset – Deep empathy for customer challenges and a passion for delivering value.
• Analytical Acumen – Skilled at interpreting data, spotting trends, and translating insights into action.
• Collaboration & Influence – Proven ability to work effectively across teams and influence stakeholders at all levels.
• Project Management – Strong organizational skills to manage multiple initiatives simultaneously.
• Adaptability – Comfortable with ambiguity, able to pivot quickly in response to changing priorities.

Career Growth & Learning Opportunities

At brighthush, your professional development is a top priority. As a Senior Customer Success Manager, you will:

• Progress into leadership roles such as Director of Customer Success or VP of Customer Experience.
• Participate in mentorship programs, both as a mentee and a mentor, fostering a culture of continuous learning.
• Access to industry conferences, workshops, and training courses to deepen your expertise in hospitality technology and customer success best practices.
• Opportunity to shape product roadmaps and influence the future direction of brighthush’s platform.
• Regular performance reviews and career path discussions to align your goals with organizational objectives.

Work Environment & Culture

brighthush thrives on a culture that values:

• Innovation – Encouraging creative problem solving and experimentation.
• Transparency – Open communication across all levels, fostering trust and accountability.
• Collaboration – Cross‑functional teamwork that breaks down silos and accelerates delivery.
• Work‑Life Balance – Flexible remote work arrangements and a focus on employee well‑being.
• Diversity & Inclusion – A commitment to building a workforce that reflects the communities we serve.

Compensation & Benefits

While specific figures vary based on experience, the compensation package for this role typically includes:

• Competitive Base Salary – Market‑aligned pay that reflects your expertise and impact.
• Performance Bonus & Commissions – Earn additional rewards tied to revenue growth and customer success metrics.
• Equity Participation – Share in brighthush’s growth through stock options or restricted stock units.
• Health & Wellness – Comprehensive medical, dental, and vision plans, along with mental health resources.
• Retirement Plans – 401(k) with company match to help secure your future.
• Paid Time Off & Holidays – Generous vacation policy, sick leave, and paid holidays.
• Professional Development – Reimbursement for certifications, courses, and industry events.
• Remote Work Flexibility – Option to work from anywhere in the U.S., with occasional travel to regional events or client sites.

How to Apply

If you are a strategic, customer‑focused leader with a passion for driving growth and delivering exceptional experiences, we want to hear from you. Join brighthush and help shape the future of hospitality technology.

Ready to take the next step? Submit your application through our careers portal or click the link below to apply directly.