Senior Customer Success Manager – Venue & Vendor Sourcing, AI‑Driven Growth & Strategic Partnerships at brighthush

About brighthush

brighthush is a global leader in event technology, empowering event planners, procurement teams, and hospitality partners to create unforgettable experiences. With a portfolio that spans more than 6,000 employees and a customer base that includes 60% of the Fortune 500, brighthush delivers an end‑to‑end platform that unites marketing, event management, and venue sourcing into a single, data‑rich ecosystem. Our mission is simple: to bring people together through technology that feels human, intuitive, and transformative.

Founded in 1999, brighthush has grown from a niche event software startup into a full‑service provider that supports hotels, special event venues, and corporate travel programs worldwide. We are not just a software company; we are a partner that helps our clients grow their group, MICE, and corporate travel businesses by providing the tools, insights, and community they need to succeed.

At brighthush, we believe that technology is a catalyst for connection, not a replacement for it. That philosophy drives our culture, our product roadmap, and the way we work with customers. We foster an environment where every team member is encouraged to think like an entrepreneur, take calculated risks, and make decisions that move the needle.

Key Responsibilities

As a Senior Customer Success Manager on the Venue & Vendor Sourcing team, you will be the strategic partner for our most complex and high‑value accounts. Your focus will be on driving adoption of the brighthush Supplier Network (BSN) and related sourcing capabilities, while ensuring that our customers realize measurable value from every interaction.

• Account Leadership – Own a portfolio of venue & vendor sourcing accounts, collaborating with the primary Customer Success resource to act as the designated sourcing strategy expert for planners, procurement, and program owners.
• Success Planning – Co‑create and maintain detailed success plans that outline business objectives, success metrics, milestones, and ownership. Focus on logo retention, sourcing adoption, and program maturity.
• Customer Success Reviews – Lead or co‑lead Customer Success Reviews (CSR/ABR) to assess progress, highlight sourcing impact (e.g., RFP volume, cycle time, savings, consolidation), and uncover opportunities for expansion.
• Data‑Driven Insights – Monitor and analyze sourcing adoption across your portfolio. Build data‑driven recommendations and joint action plans to increase usage and value realization.
• Feature Adoption – Drive adoption of key BSN capabilities such as RFP Showcase. Identify target accounts, run adoption campaigns, and coach customers to embed these features into their workflows.
• User Expansion – Increase the number of sourcing users by identifying new planners and stakeholder groups, orchestrating enablement, and partnering with the account team to expand usage across regions, business units, and event types.
• Process Consultation – Provide tailored recommendations on sourcing processes, policies, preferred venues & vendors, templates, bid comparisons, and approvals.
• Roadmap Advocacy – Proactively engage customers on BSN roadmap updates, ensuring a unified message on new functionality and actionable next steps.
• AI & Analytics – Leverage AI‑driven insights to identify trends, risks, and optimization opportunities, translating them into clear, actionable recommendations for both customers and internal stakeholders.
• Cross‑Functional Collaboration – Partner closely with Sales, Account Management, and cross‑functional teams to deliver a unified customer experience, support renewals, and uncover expansion opportunities.
• Documentation & Hygiene – Maintain high‑quality Gainsight hygiene, success plans, timeline entries, and CTAs that reflect key milestones, touchpoints, and outcomes.
• Voice of the Customer – Advocate for customer needs, share insights and trends with Product and other partners, and influence sourcing product and program strategy.
• Additional Responsibilities – Take on any other tasks as assigned to support the team’s success.

Essential Qualifications

• Bachelor’s degree or equivalent professional experience; an advanced degree is a plus.
• 4–8 years of professional experience, with at least 5 years in a Customer Success role.
• Prior experience in a Fortune 500 corporation, hospitality, meetings & events technology, or similar enterprise SaaS platforms.
• Proven track record of driving adoption of new technologies and achieving measurable outcomes.
• Experience working in or with cross‑functional account teams (Sales, Account Management, Services, Product, Marketing) in a matrixed environment.
• Fluency with AI‑driven tools and agentic automation.
• Proficiency with Microsoft Office (Word, Excel, PowerPoint, Outlook) and strong skills in building executive‑ready presentations and reporting.
• Prior use of Salesforce or similar CRM, and familiarity with customer success platforms and collaboration tools (Teams, Zoom, Slack).
• Ability to travel up to 15%.
• Position based in US headquarters; open to remote US candidates who can cover US client time zones.

Preferred Qualifications

• Advanced degree (MBA, MS, PhD) or relevant certifications in Customer Success, Product Management, or Data Analytics.
• Experience in the venue and vendor sourcing space, including knowledge of RFP processes, bid management, and vendor lifecycle.
• Strong analytical mindset with the ability to translate complex data into actionable insights.
• Demonstrated ability to influence senior stakeholders and drive change across large organizations.
• Experience with Gainsight or similar customer success platforms, and a proven track record of maintaining high‑quality health scores and usage metrics.

Skills & Competencies

• Strategic Thinking – Ability to see the big picture and translate it into executable plans.
• Customer Advocacy – Passion for championing the customer’s voice and turning feedback into product improvements.
• Data Literacy – Comfortable working with dashboards, analytics, and AI insights to drive decisions.
• Communication – Exceptional written and verbal communication skills, with the ability to present to C‑suite executives.
• Collaboration – Proven track record of working effectively across multiple teams and functions.
• Adaptability – Thrives in a fast‑moving, evolving environment and embraces change.
• Project Management – Strong organizational skills and the ability to manage multiple priorities simultaneously.

Career Growth & Learning

At brighthush, your career trajectory is defined by the impact you create. As a Senior Customer Success Manager, you will:

• Progress to a Director of Customer Success role, overseeing a broader portfolio and shaping the overall customer experience strategy.
• Move into Product Management or Strategy, leveraging your deep customer insights to influence product roadmap and market positioning.
• Take on a Leadership track, managing a team of Customer Success Managers and driving organizational growth.
• Benefit from continuous learning opportunities, including AI & analytics training, leadership development programs, and industry conferences.

Work Environment & Culture

brighthush is built on a foundation of trust, collaboration, and innovation. Our culture is defined by:

• Entrepreneurial Spirit – Every team member is empowered to propose ideas, experiment, and own outcomes.
• Diversity & Inclusion – We celebrate diverse perspectives and foster an inclusive environment where everyone can thrive.
• Transparency – Open communication channels, regular town halls, and a culture of feedback keep everyone aligned.
• Work‑Life Balance – Flexible work arrangements, generous PTO, and wellness programs help you maintain a healthy balance.
• Community Impact – We partner with industry associations, host hackathons, and support local events to give back to the event community.

Compensation & Benefits

While the base salary range for this role is $85,000–$115,000 annually, we also offer a competitive bonus structure tied to performance and company goals. In addition to the base and bonus, brighthush provides a comprehensive benefits package that includes:

• Health, dental, and vision insurance with generous coverage options.
• 401(k) plan with company match.
• Unlimited paid time off and flexible working hours.
• Professional development stipend and tuition reimbursement.
• Employee stock purchase plan.
• Wellness programs, including gym memberships and mental health resources.
• Regular team‑building events, both virtual and in‑person.

How to Apply

Ready to join a team that is redefining the event technology landscape? Click the link below to submit your application and become part of the brighthush family.