Senior Enterprise Customer Success Leader – Strategic Partnerships & Growth Architect for Hospitality Technology at brighthush

About brighthush

brighthush is on a mission to revolutionize the hospitality industry by replacing antiquated, paper‑driven processes with intelligent, cloud‑native solutions that empower hotels to operate with unprecedented efficiency and agility. In a world where guests expect seamless, personalized experiences, the operational backbone must be equally flawless. Our platform harnesses the power of artificial intelligence, real‑time analytics, and scalable architecture to streamline back‑of‑house workflows—from inventory and procurement to supplier communications—allowing top‑tier brands to focus on what truly matters: delivering unforgettable guest experiences while keeping every operational detail running like a well‑tuned orchestra.

We partner with leading hospitality organizations, helping them transform legacy systems into data‑driven, customer‑centric platforms that scale effortlessly. Whether it’s a boutique property or a global chain, our goal is simple yet ambitious: enable every hotel to operate efficiently, adapt quickly, and grow sustainably.

Why brighthush?

At brighthush, we live by a set of core values that guide every decision, product, and interaction:

• Heart: Humility, Excellence, Ambition, Respect, Transparency, and Trust form the foundation of our culture.
• Innovation: We relentlessly pursue breakthrough ideas that solve real problems for our customers.
• Collaboration: Cross‑functional teamwork is essential to delivering a seamless experience to our clients.
• Impact: Every team member’s contribution directly influences the success of our customers and the growth of the hospitality ecosystem.

By joining brighthush, you’ll become part of a forward‑thinking, high‑energy team that is passionate about reshaping an industry that touches millions of lives worldwide. You’ll have the opportunity to work with cutting‑edge technology, influence product direction, and build lasting relationships with some of the most influential leaders in hospitality.

About the Role

Customer success at brighthush goes beyond managing accounts; it’s about becoming a trusted advisor, architecting solutions that align with our customers’ strategic goals, and driving measurable outcomes that translate into real business value. As a Senior Customer Success Manager, you will own the end‑to‑end journey for a portfolio of strategic enterprise customers, ensuring they fully adopt our platform, achieve their desired outcomes, and continue to grow with us.

You will collaborate closely with Sales, Product, Customer Experience, Marketing, and Support teams to deliver an exceptional customer experience and help shape the future of hospitality technology.

What Makes This Role Unique

Unlike traditional renewal‑centric roles, this position is built around:

• Building deep, strategic relationships with executive stakeholders.
• Translating customer goals into actionable plans that drive adoption, retention, and expansion.
• Balancing customer advocacy with commercial ownership to maximize revenue while ensuring customer success.

Key Responsibilities

• Portfolio Ownership: Manage a portfolio of strategic enterprise accounts, driving retention, expansion, and revenue growth.
• Growth Strategy: Develop and execute account growth plans that increase customer lifetime value and expand brighthush’s footprint within each organization.
• Executive Engagement: Build strong executive relationships, understand business priorities, uncover opportunities, and position brighthush as a long‑term strategic partner.
• Renewal Leadership: Drive renewals across your portfolio while proactively identifying risks, creating action plans, and protecting recurring revenue.
• Expansion Champion: Identify and lead expansion opportunities across additional properties, users, products, and services.
• Sales Collaboration: Partner with Sales to develop account strategies, support commercial conversations, and drive upsell and cross‑sell opportunities.
• Strategic Customer Conversations: Lead Executive Business Reviews (EBRs) that demonstrate business impact, ROI, and future growth opportunities.
• Data‑Driven Insights: Use customer insights, usage data, and account health metrics to identify growth opportunities and increase product adoption.
• Cross‑Functional Collaboration: Work with Product, Customer Experience, Marketing, and Sales to deliver customer outcomes and strengthen relationships.
• Advocacy & Improvement: Advocate for customers while identifying opportunities to improve the customer journey, increase adoption, and drive long‑term revenue growth.
• NRR Contribution: Contribute to brighthush’s Net Revenue Retention (NRR) goals by maximizing account expansion and customer lifetime value.

How We Work

• Customer outcomes over completed tasks.
• Strong relationships beat transactional interactions.
• Ownership means driving customer challenges to resolution.
• Clear communication builds customer confidence.
• We move quickly while staying focused on delivering value.
• Every customer interaction teaches us how to improve the next one.

Essential Qualifications

• 5+ years of experience in Enterprise Customer Success, Strategic Account Management, or Account Management within a B2B SaaS environment.
• Proven track record managing enterprise customers, driving renewals, and growing existing accounts.
• Strong relationship‑building skills with experience engaging executive stakeholders.
• Excellent communication and presentation skills, capable of leading strategic customer conversations.
• Commercial mindset with the ability to identify growth opportunities and drive customer value.
• Experience managing complex customer relationships with multiple stakeholders.
• Proficiency in using customer data, health metrics, and insights to drive adoption and retention.
• Experience with CRM and Customer Success platforms such as Salesforce, Gainsight, HubSpot, or similar.
• Customer‑first mindset with a proactive approach to identifying risks and creating solutions.
• Willingness to travel 20‑25% within the US.

Preferred Qualifications

• Background in hospitality technology or hotel operations.
• Experience with procurement or supply chain platforms.
• Deep understanding of B2B SaaS products and enterprise customer growth and retention.
• Familiarity with SaaS metrics including ARR, NRR, GRR, expansion ARR, customer health, and product adoption.
• Experience in strategic account planning and commercial negotiations.

What Great Looks Like After 90 Days

• Independently manages a portfolio of enterprise customers, understanding their goals, challenges, and success metrics.
• Builds strong relationships with customer stakeholders and becomes a trusted advisor.
• Maintains accurate visibility into account health, renewal timelines, and expansion opportunities.
• Drives strong product adoption and customer engagement across assigned accounts.
• Identifies customer risks early and creates proactive plans to improve outcomes.
• Partners effectively across internal teams to deliver a seamless customer experience.
• Identifies opportunities to improve customer success processes and create a more scalable approach as brighthush grows.

Career Growth & Learning Opportunities

At brighthush, your professional development is a priority. You’ll have access to:

• Mentorship from senior leaders who have built successful careers in SaaS and hospitality tech.
• Continuous learning programs, including certifications in customer success, data analytics, and product management.
• Cross‑functional projects that expose you to product development, sales strategy, and marketing initiatives.
• Leadership training that prepares you for future roles such as Director of Customer Success or VP of Customer Experience.
• Regular feedback loops and performance reviews that help you set and achieve ambitious goals.

Work Environment & Culture

Our culture is built on transparency, collaboration, and a relentless focus on impact. You’ll work in a fast‑paced, high‑energy environment where ideas are welcomed, experimentation is encouraged, and success is celebrated. We value work‑life balance, offering flexible schedules, remote work options, and a supportive community that fosters both personal and professional growth.

Compensation & Benefits

While specific figures vary based on experience, we offer a competitive base salary, performance‑based bonuses, and equity opportunities that align your success with the company’s growth. Additional perks include:

• Comprehensive health, dental, and vision insurance.
• 401(k) plan with company match.
• Unlimited paid time off and generous parental leave.
• Wellness programs, including gym memberships and mental health resources.
• Annual team retreats and off‑site events.
• Continuous learning stipend and conference sponsorships.

Ready to Make an Impact?

If you’re a strategic thinker, a relationship builder, and a data‑driven problem solver who thrives in a dynamic, customer‑centric environment, we want to hear from you. Join brighthush and help us shape the future of hospitality technology while advancing your career in a role that blends strategy, execution, and genuine impact.

Apply today and become a key player in transforming how the world’s leading hotels operate.