Senior Global Customer Success & Technical Account Management Director – Championing Retention, Upsell, and Technical Excellence for brighthush’s Worldwide Hospitality Technology Ecosystem

Welcome to brighthush – Where Hospitality Meets Innovation

At brighthush, we’re not merely a technology provider; we’re the catalyst that is redefining the hospitality landscape across the globe. Our cloud‑native, data‑driven platform seamlessly unifies Property Management Systems, Point‑of‑Sale solutions, guest engagement tools, distribution networks, payment gateways, and advanced analytics. With this integrated ecosystem, we empower more than 91,000 hotels—from boutique inns to the world’s largest chains—to deliver unforgettable stays, unlock new revenue streams, and elevate operational efficiency.

Our team of over 5,000 professionals spans five continents, and our culture is built on curiosity, collaboration, and an unwavering focus on customer success. We are a strategic partner, not a vendor, helping hotels transform operations, elevate guest experiences, and achieve sustainable growth.

Why Join brighthush?

Success at brighthush is a shared journey. Every team member is encouraged to experiment, innovate, and make a tangible impact. As a truly global organization, we celebrate diverse perspectives, champion inclusive leadership, and provide abundant opportunities for professional development through mentorship, cross‑functional projects, and industry‑leading training programs. Our remote‑first model offers flexibility while fostering a sense of community through virtual town halls, hackathons, and cross‑regional team building. We reward bold ideas that drive customer success and business impact.

Position Overview

As the Senior Global Customer Success & Technical Account Management Director, you will lead a high‑performing, cross‑regional organization that delivers world‑class service to our enterprise clients. This role blends strategic vision with hands‑on execution, ensuring customers extract maximum value from our hospitality technology stack while driving retention, upsell, and revenue growth. You will partner with Sales, Implementation, Support, and Product teams to shape the customer journey from go‑live through steady state, and you will serve as an executive sponsor for key accounts, building trusted relationships at the C‑suite level. Your leadership will set the tone for a culture of excellence, accountability, and continuous improvement across the Customer Success ecosystem.

Key Responsibilities

• Strategic Leadership & Global Scale – Design and execute a forward‑looking global strategy for Customer Success and Technical Account Management that aligns with brighthush’s growth objectives. Scale the organization to support a rapidly expanding customer base while maintaining consistent, best‑in‑class service across all regions.
• Team Development & Culture – Coach, mentor, and inspire a diverse team of Customer Success Managers, Technical Account Managers, and support specialists. Foster a culture of accountability, continuous learning, and customer‑centric excellence.
• Customer Engagement & Adoption – Define and refine processes that drive deep product adoption, user engagement, and customer satisfaction. Leverage data analytics to identify adoption gaps and proactively address them.
• Retention & Revenue Growth – Own the end‑to‑end customer lifecycle, from onboarding to renewal. Develop and execute retention strategies, upsell and cross‑sell initiatives, and expansion plans that directly contribute to net revenue growth.
• Technical Guidance & Optimization – Lead the Technical Account Management function, ensuring customers receive expert technical guidance, best practices, and solution optimization. Drive the creation of technical playbooks, architecture reviews, and performance tuning.
• Performance Metrics & Continuous Improvement – Establish, monitor, and report on key performance indicators (KPIs) such as Net Promoter Score, Customer Satisfaction, churn rate, adoption metrics, and technical health scores. Use insights to iterate on processes and deliver measurable improvements.
• Cross‑Functional Collaboration – Partner with Sales, Implementation, Support, Product, and Engineering to align on roadmap priorities, feature releases, and customer feedback loops. Advocate for the customer voice in product development and service enhancements.
• Executive Sponsorship & Relationship Management – Act as the primary executive liaison for strategic accounts, building trusted relationships with C‑suite leaders. Influence decision‑making, negotiate contracts, and secure renewal commitments.
• Escalation Management & Issue Resolution – Oversee the resolution of complex escalations, ensuring rapid, high‑quality service delivery. Implement escalation paths, root‑cause analysis, and post‑mortem processes to prevent recurrence.
• Data‑Driven Innovation – Harness customer usage data, support tickets, and feedback to uncover trends, predict churn, and identify upsell opportunities. Translate insights into actionable initiatives that enhance the customer experience.
• Global Playbooks & Standards – Develop and maintain global playbooks, escalation procedures, and communication standards that ensure a consistent, scalable customer experience across all regions.
• Stakeholder Engagement – Engage with senior leadership, regional teams, key clients, and industry partners to drive strategic outcomes, strengthen relationships, and position brighthush as a trusted advisor.

Essential Qualifications

• Bachelor’s degree in Business Administration, Information Technology, or a related field; or equivalent professional experience.
• Minimum 7–10 years of progressive leadership experience in Customer Success, Support, Service Delivery, or a related function within a SaaS or technology company.
• At least 3 years of experience leading regional or global teams, with a proven track record of scaling high‑performing organizations.
• Demonstrated success in driving customer retention, expansion, and revenue growth in a complex, enterprise‑level environment.
• Strong business acumen with the ability to translate customer success metrics into revenue impact using data, analytics, and KPI frameworks.
• Exceptional negotiation, presentation, and executive‑level communication skills.
• High emotional intelligence, with a proven ability to build trust, influence stakeholders, and navigate cross‑functional dynamics.
• Experience building and maintaining executive relationships with global enterprise clients.
• Fluency in English and Spanish (written and spoken) is required; additional languages are a plus.

Preferred Qualifications

• MBA or advanced degree in a relevant discipline.
• Background in hospitality, travel, or enterprise software industries.
• Hands‑on experience with hotel technology platforms such as PMS, POS, or distribution systems.
• Deep understanding of customer engagement models, revenue management, or distribution ecosystems.

Skills & Competencies

• Strategic Thinking & Execution
• Data‑Driven Decision Making
• Customer‑Centric Mindset
• Leadership & Team Development
• Change Management & Process Improvement
• Stakeholder Management & Influence
• Technical Acumen & Solution Architecture
• Conflict Resolution & Escalation Management
• Cross‑Cultural Communication
• Project Management & Prioritization

Career Growth & Learning Opportunities

At brighthush, your career trajectory is shaped by ambition and performance. As Senior Director, you will:

• Lead cross‑functional initiatives that influence product strategy and market positioning.
• Mentor and develop future leaders within the Customer Success and Technical Account Management functions.
• Participate in executive leadership forums, shaping company‑wide priorities and culture.
• Access continuous learning resources, including industry conferences, certification programs, and internal knowledge hubs.
• Explore opportunities to transition into broader roles such as Vice President of Customer Experience, Head of Global Partnerships, or Chief Customer Officer.

Work Environment & Culture

brighthush thrives on a culture that values innovation, collaboration, and inclusivity. Our remote‑first model offers flexibility while fostering a sense of community through virtual town halls, hackathons, and cross‑regional team building. We celebrate diversity, encourage open dialogue, and reward bold ideas that drive customer success and business impact. Our leaders champion psychological safety, ensuring every voice is heard and every contribution is recognized.

Compensation & Benefits

While specific figures vary by location and experience, brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with market standards and experience.
• Performance‑based bonus structure tied to customer metrics and revenue goals.
• Equity or stock‑option plans to share in the company’s long‑term success.
• Comprehensive health, dental, and vision insurance.
• Retirement savings plan with company match.
• Generous paid time off, parental leave, and flexible work arrangements.
• Professional development budget and tuition reimbursement.
• Wellness programs, mental health resources, and employee assistance programs.

Travel Requirements

Up to 30% travel, both domestically and internationally, is expected to support client engagements, partner events, and cross‑regional collaboration. A valid passport is required.

How to Apply

Ready to lead the next generation of customer success at brighthush? Submit your application through our careers portal or contact our recruiting team directly. We look forward to exploring how your expertise can help us elevate the hospitality experience worldwide.

Closing Statement

As the Senior Global Customer Success & Technical Account Management Director, you will be at the forefront of transforming how hotels and hospitality partners engage with technology. Your strategic vision, operational excellence, and passion for customer advocacy will shape the future of brighthush and the industry at large. If you are a visionary leader eager to make a measurable impact, we invite you to join our mission to empower hospitality professionals around the globe.