Senior Enterprise Customer Success Manager – Strategic Partner Driving Adoption, Renewal, and Expansion for Multi‑Unit Quick‑Service Restaurant Leaders in the Fast‑Food Safety Technology Landscape at brighthush

Introduction: Join the Safety Revolution in the Fast‑Food Industry

At brighthush, we’re redefining what it means to keep kitchens safe, employees protected, and brands thriving. Our cutting‑edge hardware sensors, paired with a cloud‑native software platform, deliver real‑time incident monitoring, insurance claim defense, and workforce retention insights that empower quick‑service restaurant (QSR) leaders to stay ahead of risks and focus on growth.

With a growing footprint across the United States, brighthush is on a mission to scale its flagship deployment to every multi‑unit QSR group. We’re looking for a seasoned Customer Success Manager who can own the entire customer journey—from onboarding to expansion—across large restaurant portfolios. If you thrive on building lasting relationships, driving measurable outcomes, and shaping the future of safety technology, this role is for you.

Why brighthush? The Impact‑Driven Opportunity You’ve Been Searching For

• Mission‑Driven Work – Your efforts will directly reduce incidents, protect employees, and help restaurants keep their doors open.
• High‑Visibility Leadership – Serve as the face of brighthush for a major QSR portfolio, influencing product roadmap and customer experience.
• Remote Flexibility – Work from anywhere in the United States while collaborating with a dynamic, cross‑functional team.
• Competitive Compensation – Base salary, variable pay tied to adoption, renewal, and expansion, plus equity through our employee share option plan.
• Rapid Career Growth – Accelerated progression in a fast‑growing company, with mentorship, training, and the chance to shape the future of safety technology.

Key Responsibilities: Your Day‑to‑Day Impact

As the Enterprise Customer Success Manager, you will be the strategic partner for our largest quick‑service restaurant accounts. Your day‑to‑day activities will include:

• Onboarding & Training – Design and execute a comprehensive onboarding roadmap for each restaurant and franchisee group, aligning with installation schedules. Deliver engaging, practical training sessions for managers, crew, and executive stakeholders—both in person and via remote platforms.
• Adoption & Usage Monitoring – Track system usage across the estate, identify early signs of drift, and proactively intervene. When a call alone isn’t enough, you’ll travel to the site to troubleshoot and re‑engage the team.
• Relationship Building – Earn the trust of owner‑operators, operations leads, and restaurant managers. Conduct business reviews that showcase value in terms the customer cares about: incidents de‑escalated, claims defended, and crew retention improved.
• Renewal & Expansion Ownership – Own the renewal process from start to finish, ensuring high renewal rates. Drive expansion within franchisee groups by adding more sites, devices, and complementary add‑on products.
• Voice of the Customer – Capture field insights and feed them back to Product, Support, and Commercial teams, ensuring a unified, customer‑centric experience.
• Data‑Driven Decision Making – Analyze adoption metrics, churn indicators, and ROI data to craft actionable plans that keep customers engaged and satisfied.
• Cross‑Functional Collaboration – Partner with Sales, Product, Engineering, and Support to align on customer priorities, feature requests, and service improvements.
• Thought Leadership – Represent brighthush at industry events, webinars, and conferences, positioning the company as a leader in QSR safety technology.

Essential Qualifications: What You Bring to the Table

• 5+ years of experience in Customer Success, Account Management, or a related role within B2B SaaS or hardware‑plus‑software environments.
• Proven track record of driving adoption and owning renewal cycles, with quantifiable results you can articulate.
• Experience working with multi‑unit operators—ranging from a single owner of ten restaurants to a manager overseeing a busy shift.
• Strong training and presentation skills, capable of engaging audiences from crew members to executive leadership.
• Data‑driven mindset: you spot trends, analyze metrics, and act before the customer asks.
• Comfortable with AI tools integrated into daily workflows—this is a core expectation at brighthush.
• Background in QSR, restaurant, or retail operations, or experience supporting technology in large franchise systems.
• Fluency in Spanish is a plus, enabling you to serve a broader customer base.
• Experience with safety, security, or connected‑device products is highly desirable.

Preferred Qualifications: The Extra Edge

• Prior experience in the quick‑service restaurant industry, including knowledge of franchise governance and operational challenges.
• Hands‑on familiarity with incident management platforms, claims defense workflows, or workforce analytics tools.
• Advanced proficiency in CRM and customer success platforms (e.g., Salesforce, Gainsight, or similar).
• Demonstrated ability to influence cross‑functional teams and drive product improvements based on customer feedback.
• Experience managing a portfolio of high‑value accounts and scaling customer success operations.

Skills & Competencies: The DNA of a Successful Customer Success Leader

• Strategic Thinking – Ability to see the big picture while managing day‑to‑day details.
• Communication Excellence – Clear, concise, and persuasive communication across all levels.
• Problem‑Solving – Quick diagnosis and resolution of complex issues, often in high‑pressure environments.
• Relationship Management – Building long‑term partnerships based on trust and mutual success.
• Analytical Acumen – Turning data into actionable insights that drive adoption and revenue.
• Adaptability – Thriving in a fast‑paced, evolving technology landscape.
• Team Collaboration – Working seamlessly with Product, Support, Sales, and Engineering.

Career Growth & Learning Opportunities: Invest in Your Future

At brighthush, we believe in investing in our people. As you grow in this role, you’ll have access to:

• Mentorship from senior leaders in Customer Success, Product, and Engineering.
• Regular training on the latest safety‑tech innovations, AI tools, and industry best practices.
• Opportunities to lead cross‑functional initiatives, such as product enhancements or new market expansions.
• Clear career pathways to senior Customer Success leadership, Product Management, or even executive roles.
• Access to industry conferences, workshops, and certifications that keep you at the forefront of the field.

Work Environment & Culture: A Remote Team United by Purpose

brighthush fosters a culture of transparency, collaboration, and continuous improvement. Our remote team is united by a shared mission to protect people and businesses. We celebrate successes, learn from challenges, and encourage creative problem‑solving. You’ll find a supportive environment where your ideas are heard and your contributions directly shape our product and customer experience.

Compensation & Benefits: Your Success Rewarded

• Competitive Base Salary – Reflective of your experience and the value you bring.
• Variable Pay – Performance‑based incentives tied to adoption, renewal, and expansion metrics.
• Equity – Participation in our employee share option plan, aligning your success with the company’s growth.
• Remote Work – Flexible, fully remote role for U.S. candidates.
• Health, dental, and vision insurance (details provided during the interview process).
• Generous paid time off and a flexible work schedule.
• Professional development stipend and access to industry conferences.
• Wellness programs, including mental health resources and virtual fitness classes.

How to Apply: Take the Next Step in Your Career

If you’re ready to take ownership of a high‑impact customer portfolio, drive measurable business outcomes, and grow with a fast‑moving safety‑tech company, we want to hear from you. Submit your application through the link below and join brighthush in redefining safety for the quick‑service restaurant industry.

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