Senior Enterprise Customer Success Manager – Driving Adoption, Growth, and Satisfaction for High‑Value SaaS Clients in the Hospitality and Retail Sectors

About brighthush

brighthush is a trailblazing technology company that empowers businesses in the hospitality, retail, and service industries with cutting‑edge, AI‑driven SaaS solutions. Our platform blends intelligent analytics, real‑time monitoring, and actionable insights to help our clients reduce losses, enhance guest experiences, and streamline operations. With a global footprint and a reputation for innovation, brighthush is committed to delivering measurable value to every customer we serve.

At brighthush, we believe that technology should be a catalyst for growth, not a barrier. Our culture is built on curiosity, collaboration, and a relentless focus on customer success. We celebrate diversity, encourage continuous learning, and reward bold ideas that push the boundaries of what’s possible.

Role Overview

As a Senior Enterprise Customer Success Manager at brighthush, you will be the trusted advisor for our most strategic, high‑value SaaS accounts. You will own the entire customer lifecycle—from onboarding and adoption to expansion and renewal—ensuring that each client realizes the full potential of our platform. Your deep understanding of enterprise SaaS, combined with a passion for hospitality and retail, will enable you to translate complex technology into tangible business outcomes.

Key Responsibilities

• Customer Relationship Stewardship: Build and nurture long‑term relationships with C‑suite executives, operations leaders, and IT stakeholders across multiple enterprises.
• Strategic Account Planning: Develop and execute account plans that align with each client’s business objectives, growth targets, and risk mitigation strategies.
• Product Adoption & Optimization: Drive adoption of new features and best practices, ensuring customers derive maximum ROI from the platform.
• Business Reviews & Health Scoring: Conduct quarterly business reviews (QBRs), present data‑driven insights, and maintain a proactive health score for each account.
• Renewal & Expansion Leadership: Lead renewal negotiations, identify upsell and cross‑sell opportunities, and collaborate with Sales and Product teams to close expansion deals.
• Issue Escalation & Resolution: Serve as the primary point of contact for escalated issues, coordinating with Engineering, Support, and Product to deliver swift, effective solutions.
• Thought Leadership & Advocacy: Represent brighthush at industry events, webinars, and client workshops, positioning the company as a thought leader in hospitality technology.
• Data‑Driven Decision Making: Leverage analytics to track usage patterns, forecast churn risk, and recommend proactive interventions.
• Cross‑Functional Collaboration: Partner with Marketing, Product, and Finance to align customer feedback with roadmap priorities and pricing strategies.
• Continuous Improvement: Identify process gaps, propose enhancements to the Customer Success workflow, and mentor junior team members.

Essential Qualifications

• Minimum 5+ years of experience in Customer Success, Enterprise Account Management, or a related role within the SaaS industry.
• Proven track record of managing large, complex enterprise accounts with ARR exceeding $1M.
• Strong communication skills—capable of articulating technical concepts to non‑technical stakeholders.
• Exceptional organizational and project management abilities, with a history of delivering on multi‑year account plans.
• Experience working remotely in a distributed team environment; proficiency with collaboration tools such as Slack, Teams, and Zoom.
• Fluency in English; additional languages are a plus.
• Self‑motivated, results‑driven, and comfortable navigating ambiguity in a fast‑paced startup environment.

Preferred Qualifications

• Background in the hospitality, restaurant, or retail sectors—understanding of industry pain points and operational workflows.
• Experience with AI‑powered analytics or video‑based monitoring solutions.
• Knowledge of data privacy regulations (GDPR, CCPA) and how they impact SaaS deployments.
• Prior experience in a high‑growth, venture‑backed company.
• Certifications in Customer Success (CSM, CCS) or related fields.

Skills & Competencies

• Strategic Thinking: Ability to see the big picture and translate business goals into actionable account plans.
• Analytical Acumen: Proficiency in interpreting usage data, KPI dashboards, and financial metrics.
• Relationship Building: Talent for establishing trust and rapport with senior leaders across functions.
• Problem Solving: Creative approach to troubleshooting and resolving complex customer challenges.
• Influence & Negotiation: Skilled at guiding conversations toward mutually beneficial outcomes.
• Collaboration: Comfortable working cross‑functionally with Sales, Product, Engineering, and Support.
• Adaptability: Thrives in a dynamic environment where priorities shift quickly.
• Customer‑Centric Mindset: Passionate about delivering exceptional experiences and measurable value.

Career Growth & Learning Opportunities

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

• Lead high‑impact initiatives that shape the future of our product roadmap.
• Mentor junior Customer Success Associates, fostering a culture of knowledge sharing.
• Participate in leadership workshops, industry conferences, and advanced training programs.
• Progress into Director or VP of Customer Success roles, steering global customer strategy.
• Explore cross‑functional projects in Product Management, Sales Enablement, or Data Science.

Work Environment & Culture at brighthush

Our remote‑first model empowers you to work from anywhere in the United States while staying connected with a vibrant, collaborative team. We celebrate:

• Flexibility: Flexible hours that accommodate different time zones and personal commitments.
• Innovation: A culture that encourages experimentation, rapid prototyping, and learning from failure.
• Diversity & Inclusion: A workforce that reflects a wide range of perspectives, backgrounds, and experiences.
• Well‑being: Access to mental health resources, wellness stipends, and regular virtual team socials.
• Recognition: Transparent performance metrics and regular shout‑outs for outstanding contributions.

Compensation, Perks, and Benefits

While specific figures may vary based on experience, brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with market rates for senior SaaS Customer Success roles.
• Performance‑based bonuses tied to account growth, renewal rates, and customer satisfaction metrics.
• Equity or stock‑option plans that allow you to share in the company’s long‑term success.
• Comprehensive health, dental, and vision insurance for you and your dependents.
• 401(k) matching program to support your retirement planning.
• Generous paid time off (PTO) and flexible holiday scheduling.
• Professional development budget for courses, certifications, and conferences.
• Monthly wellness stipend and access to virtual fitness classes.
• Company‑wide retreats and team‑building events (when safe and feasible).

How to Apply

If you are a seasoned Customer Success professional with a passion for enterprise SaaS and a desire to make a tangible impact in the hospitality and retail sectors, we want to hear from you. Join brighthush and help shape the future of intelligent, customer‑centric technology.

Ready to take the next step? Click the link below to submit your application and become part of a team that values innovation, collaboration, and customer success.