Senior Customer Success Manager – U.S. Hospitality Tech & AI‑Powered Restaurant Solutions Leader – Drive Growth & Profitability at brighthush

About brighthush

brighthush isn’t just another SaaS company – we’re the architects of the next‑generation restaurant ecosystem. By fusing real‑time operational data with advanced AI predictive analytics, we give restaurant owners the tools to double profitability, slash carbon footprints, and create purpose‑driven workplaces for frontline teams. From kitchen prep to forecasting, our platform empowers operators to run their businesses with unprecedented consistency, certainty, and profitability. With a presence in Ireland, the UK, Spain, and the United States, we’re on a global mission to transform hospitality one table at a time.

Why Join brighthush?

We’re a high‑growth, purpose‑driven organization that has already secured over $60 million in Series B funding led by a global investment partner. Our New York office is the fastest‑growing hub in the U.S., and we’re looking for a visionary Customer Success Manager to help us scale our impact. If you thrive in a fast‑paced, data‑driven environment and want to make a tangible difference in the lives of restaurant owners and their teams, brighthush is the place for you.

Your Impact & Day‑to‑Day Responsibilities

As one of the first Customer Success Managers in the U.S., you will own a growing portfolio of SMB and mid‑market restaurant groups. You’ll partner closely with our onboarding team to turn pilots into long‑term, expanding accounts and help shape the playbooks that will guide the entire U.S. team. Your day‑to‑day responsibilities will include:

• Own renewals and expansion – Drive Net Revenue Retention (NRR) and consistently exceed expansion targets.
• Build success plans – Craft tailored success plans that align with each customer’s goals and demonstrate measurable value.
• Partner on pilots and go‑lives – Ensure customers see value quickly and convert to full rollouts.
• Monitor health & usage – Use health scores, usage data, and CRM insights to spot risks and upsell opportunities early.
• Set clear next steps – Define owners, timelines, and deliverables with customers and internal teams, and follow through.
• Manage expectations – Set realistic expectations, reset them when necessary, and keep momentum.
• Act as primary point of contact – Resolve issues quickly and maintain momentum across accounts.
• Build playbooks & SOPs – Create scalable processes for engagement, renewals, and upsells.
• Voice of the customer – Partner with Sales, Product, and Ops to advocate for customer needs.

Key Success Metrics & Ownership

Your success will be measured by:

• Net Revenue Retention (NRR) above 110%.
• Customer satisfaction scores (CSAT) consistently above 90%.
• Successful expansion of at least 30% of your book each quarter.
• Reduction in churn to below 2% annually.
• Creation of at least two new playbooks or SOPs that are adopted company‑wide.

What We’re Looking For – Essential Qualifications

• Proven SaaS Customer Success experience – 3–5 years owning a book of SMB and mid‑market customers in B2B SaaS.
• Commercial impact – Demonstrated success in renewals and upsells, consistently meeting or exceeding NRR targets.
• Customer‑centric mindset – Ability to build success plans tied to measurable outcomes and clearly communicate value.
• Data‑driven decision making – Skilled at leveraging health scores, usage data, and CRM insights to act on risk and growth.
• Stakeholder alignment – Expert at securing commitments from customers and internal teams, holding people accountable, and resetting unrealistic asks.
• Prioritization & organization – Master at managing a book with a clear system, even during peak periods.
• Process builder – Experience building playbooks and SOPs that elevate team performance.

Preferred Experience & Nice to Have

• Experience in hospitality tech or with restaurant/hospitality clients.
• Background in multi‑site restaurant operations, finance, or accounting before transitioning to tech.
• Familiarity with workforce‑management (WFM) or operational stakeholder products.
• Knowledge of the U.S. restaurant regulatory landscape.

Skills & Competencies

• Exceptional communication and presentation skills.
• Strong analytical mindset with proficiency in Excel, SQL, or data visualization tools.
• Project management skills – comfortable using tools like Asana, Trello, or Jira.
• Ability to influence without authority across cross‑functional teams.
• Resilience and adaptability in a fast‑moving environment.
• Passion for sustainability and the future of food service.

Career Growth & Learning Opportunities

At brighthush, you’ll be part of a fast‑moving, high‑impact team that values continuous learning. You’ll have access to:

• Annual personal development budget of $1,000 plus quarterly book budget.
• Home‑office workspace stipend of $250.
• Regular travel to London or Dublin for cross‑regional collaboration.
• Team off‑sites and immersive learning workshops.
• Clear career ladder from Customer Success Manager to Director of Customer Success, with opportunities to move into Product or Sales leadership.

Work Environment & Culture

We’re a crew that lives by four core values:

• Impact & Profit – Deliver measurable results that drive both customer success and company growth.
• Speed of Service – Move fast, iterate quickly, and keep momentum.
• Ownership – Act like an owner in every decision and interaction.
• Teamwork – Win together, celebrate wins, and support each other.

Our culture is built on inclusion, transparency, and a relentless focus on customer delight. We celebrate diversity and encourage every team member to bring their authentic self to work.

Compensation & Benefits

• Competitive base salary commensurate with experience.
• Equity stake with a 4‑year vesting schedule and 1‑year cliff – you’re an owner from day one.
• 401(k) with company match up to 4%.
• 35 days paid time off, plus flexible vacation policy.
• Private health, dental, and vision insurance.
• 16 weeks paid parental leave for the birthing parent, 4 weeks for the non‑birthing parent, and support for baby loss.
• Home‑office stipend and travel allowances.
• Regular team off‑sites and international travel opportunities.

Location & Availability

This is a New York‑based role requiring 23 days per week either in our office or onsite with customers in and around New York. Flexibility to travel across the U.S. and internationally is a plus.

How to Apply

If you’re passionate about building lasting customer relationships, love uncovering insights from data, and want to help shape the future of hospitality tech, we’d love to hear from you. Join brighthush and be part of a team that’s redefining the restaurant industry.