Senior Customer Success Team Lead – Accelerating Growth, Retention, and Strategic Partnerships for SMB Hospitality Clients Across the Americas at brighthush

About brighthush

brighthush is a trailblazing, fast‑growing global hospitality technology company that is redefining how property managers and small‑to‑medium‑business (SMB) owners run their operations. With a powerful suite of cloud‑based tools and integrations with over 150 industry partners, brighthush empowers its customers to deliver exceptional guest experiences while operating more efficiently, data‑driven, and scalable.

Our team of more than 900 talented professionals spans 16 countries, working together to build the future of hospitality tech. We are committed to fostering an inclusive, collaborative culture where every voice is heard and every idea has the potential to shape the industry.

If you are passionate about customer success, thrive in a dynamic global environment, and want to make a tangible impact on the growth of SMB hospitality businesses, brighthush is the place for you.

Position Overview

As the Senior Customer Success Team Lead for the Americas, you will be the catalyst that drives customer retention, upsell opportunities, and overall account growth for our SMB segment. You will lead a high‑performing team of 6–8 Customer Success Managers (CSMs), manage a portfolio of 1,000+ clients across the region, and partner closely with senior leadership to build scalable processes, digitalize the customer journey, and elevate the quality of service delivered to our customers.

Key Responsibilities

• Team Leadership & Development – Mentor, coach, and inspire a global team of CSMs to exceed performance targets and deliver world‑class service.
• Performance Management – Conduct regular performance reviews, set clear goals, and provide actionable feedback to foster continuous improvement.
• Data‑Driven Insights – Analyze customer usage data, churn metrics, and satisfaction scores to uncover trends, identify improvement opportunities, and inform strategic initiatives.
• Reporting & Stakeholder Communication – Deliver concise, data‑rich reports on team performance, portfolio health, and key metrics to senior leadership and cross‑functional partners.
• Escalation Management – Own high‑level customer escalations, maintain strong relationships with key accounts, and ensure swift resolution of complex issues.
• Cross‑Functional Collaboration – Work closely with Operations, Sales, Onboarding, Product, and Marketing to remove blockers, align on customer journeys, and drive joint initiatives.
• Process & Tool Optimization – Champion continuous improvement of customer success processes, adopt new tools, and streamline workflows to increase efficiency and scalability.
• Strategic Account Management – Guide CSMs in conducting strategic conversations, identifying upsell opportunities, and aligning customer success strategies with business goals.

Essential Qualifications

• Minimum 5 years of experience managing 5+ CSMs in a B2B SaaS environment, preferably with an international focus.
• Proven track record of closing upsells, managing large portfolios, and driving revenue growth through customer success initiatives.
• Exceptional communication, interpersonal, and cross‑cultural skills – able to align success strategies with business objectives across time zones.
• Strong analytical mindset with the ability to interpret complex data sets and translate insights into actionable plans.
• Experience handling complex customer situations, de‑escalating conflicts, and turning dissatisfied customers into advocates.
• Proficiency in Salesforce (or similar CRM), customer success platforms, and business intelligence tools.
• Deep understanding of the SMB hospitality market and its unique challenges (preferred).
• Experience in the short‑term rental industry is a significant advantage.

Preferred Qualifications

• Background in hospitality technology or related SaaS products.
• Experience building and scaling customer success teams in a high‑growth startup.
• Knowledge of automation, workflow orchestration, and data‑driven decision making.
• Fluency in multiple languages (English plus any additional language is a plus).

Skills & Competencies

• Leadership & Coaching – Ability to inspire, develop, and retain top talent.
• Strategic Thinking – Translate business goals into actionable customer success strategies.
• Data Analysis – Leverage metrics to drive decisions and measure impact.
• Customer Advocacy – Champion the customer’s voice across the organization.
• Project Management – Manage multiple initiatives simultaneously with strong organizational skills.
• Collaboration – Work effectively with cross‑functional teams in a fast‑paced environment.
• Adaptability – Thrive in a rapidly evolving startup culture.

Career Growth & Learning Opportunities

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

• Advance to senior leadership roles such as Director of Customer Success or VP of Customer Experience.
• Participate in executive‑level strategy sessions and influence product roadmap decisions.
• Access continuous learning programs, including leadership workshops, industry conferences, and certification courses.
• Mentor junior team members and shape the next generation of customer success leaders.
• Enjoy a culture of innovation where your ideas can directly impact product development and customer satisfaction.

Work Environment & Company Culture

brighthush is built on a foundation of transparency, collaboration, and a relentless focus on customer value. Our culture is characterized by:

• Remote‑first flexibility with a global team that values work‑life balance.
• Inclusive hiring practices that celebrate diversity of thought, background, and experience.
• Regular town‑hall meetings, hackathons, and team‑building events that foster camaraderie.
• A commitment to sustainability and responsible business practices within the hospitality industry.
• Open communication channels where feedback is encouraged and acted upon.

Compensation, Perks & Benefits

Competitive Salary – Market‑aligned base pay with performance‑based bonuses.

Equity & Stock Options – Share in the company’s growth and success.

Health & Wellness – Comprehensive medical, dental, and vision coverage, plus mental health resources.

Flexible Working Hours – Remote work options and flexible schedules to support personal and professional commitments.

Professional Development – Reimbursement for courses, certifications, and industry events.

Wellness Programs – Gym memberships, wellness stipends, and mindfulness resources.

Team Events & Retreats – Annual company retreats, quarterly team outings, and holiday celebrations.

Why Join brighthush?

At brighthush, you will be part of a mission‑driven team that is reshaping the hospitality landscape. Your work will directly influence how thousands of property managers and SMB owners deliver unforgettable guest experiences while scaling their businesses. You will collaborate with talented engineers, product designers, and marketers, all while growing your own leadership capabilities in a supportive, high‑growth environment.

If you are ready to lead a high‑impact team, drive measurable results, and help shape the future of hospitality technology, we want to hear from you.

Apply today and become a pivotal part of brighthush’s journey to transform hospitality worldwide.

brighthush is proud to be an Equal Opportunity Employer. We provide equal employment opportunities to all employees and applicants regardless of race, color, religion, sex, age, national origin, disability, veteran status, pregnancy, sexual orientation, or any other characteristic protected by law.