Senior Global Remote Customer Success Lead – Hospitality SaaS – Driving Adoption, Retention, and Expansion for International B2B Clients at brighthush

About brighthush and the Hospitality SaaS Revolution

In an era where guest expectations are evolving at breakneck speed, brighthush stands at the forefront of the hospitality technology landscape. Our cloud‑based SaaS platform is engineered to empower hotels, resorts, boutique inns, and large hospitality chains to streamline reservations, optimize dynamic pricing, and deliver personalized guest journeys—all while driving operational efficiency and profitability. By marrying data‑driven insights with intuitive, user‑friendly interfaces, we help our partners transform raw data into actionable strategies that delight guests and boost revenue.

With a growing portfolio of international B2B customers spanning North America, Europe, Asia, and the Middle East, brighthush is on a mission to become the go‑to partner for hospitality operators who want to stay ahead of the curve. We believe that technology should be an enabler, not a barrier, and that the best solutions are built through close collaboration with the people who use them every day.

As a fully remote, global organization, brighthush champions diversity, flexibility, and a culture of continuous learning. We thrive on the idea that the most innovative ideas come from people who feel empowered to experiment, collaborate, and grow—no matter where they are located. If you are passionate about customer success, hospitality, and technology, and you thrive in a fast‑moving, cross‑functional environment, we want you on our team.

Why This Role Matters

The Senior Global Remote Customer Success Lead is the linchpin that turns our product into a strategic partner for our clients. You will own the post‑implementation journey, ensuring that every customer not only adopts but fully realizes the value of brighthush’s platform. Your work will directly influence customer satisfaction, renewal rates, and the overall success of our business model. By driving adoption, retention, and expansion, you will help shape the future of hospitality technology on a global scale.

Key Responsibilities

• Customer Journey Ownership – Lead the end‑to‑end post‑implementation experience for a portfolio of international B2B hospitality clients, from onboarding to expansion.
• Adoption & Engagement – Drive product adoption by creating tailored training programs, webinars, and best‑practice guides that resonate with diverse user groups.
• Value Realization – Partner with Account Management, Product, Support, and Sales to translate customer goals into measurable outcomes, ensuring that each client sees tangible ROI.
• Retention & Upsell – Monitor health metrics, identify churn risks, and develop proactive strategies to retain and grow accounts.
• Cross‑Functional Collaboration – Act as the customer advocate within brighthush, feeding insights back to Product and Engineering to shape roadmap priorities.
• Data‑Driven Reporting – Build and maintain dashboards that track adoption, usage, satisfaction, and renewal metrics; present findings to senior leadership.
• Global Language Support – Communicate fluently in English and at least one of German, French, or Spanish to serve our diverse client base.
• Thought Leadership – Represent brighthush at industry events, webinars, and conferences, positioning the brand as a trusted partner in hospitality technology.

Essential Qualifications

• Minimum 3 years of experience in customer success, account management, or a related role within the hospitality industry.
• Proven track record of managing a portfolio of enterprise B2B customers and driving adoption, satisfaction, and renewal.
• Strong analytical mindset with the ability to interpret data, identify trends, and recommend actionable improvements.
• Excellent communication skills in English and at least one of German, French, or Spanish.
• Experience working in a remote, distributed team environment.
• Familiarity with SaaS metrics such as NPS, CSAT, churn, and LTV.

Preferred Qualifications

• Background in hospitality operations, revenue management, or guest experience technology.
• Experience with CRM and customer success platforms (e.g., brighthush, or similar).
• Knowledge of the European hospitality market and regulatory landscape.
• Project management certification (PMP, Scrum, or equivalent).
• Fluency in additional languages beyond the core requirements.

Core Skills & Competencies

• Strategic Thinking – Ability to align customer goals with product capabilities and long‑term business objectives.
• Relationship Building – Skilled at building trust with C‑suite executives, operations managers, and technical teams.
• Problem Solving – Adept at diagnosing issues, proposing solutions, and driving resolution across multiple stakeholders.
• Data Literacy – Comfortable working with spreadsheets, BI tools, and data visualization to uncover insights.
• Adaptability – Thrive in a dynamic environment where priorities shift quickly and new challenges arise.
• Collaboration – Work seamlessly with cross‑functional teams, including Product, Engineering, Sales, and Support.

Career Growth & Learning Opportunities

At brighthush, we believe that your professional development is as important as your contributions to the company. As Senior Global Remote Customer Success Lead, you’ll:

• Lead a high‑impact customer success team, mentoring junior CS managers and setting industry benchmarks.
• Shape the product roadmap by providing frontline insights, influencing feature prioritization, and driving innovation.
• Participate in executive‑level strategy sessions, gaining exposure to business planning, financial modeling, and market expansion.
• Access a curated learning library, including courses on hospitality trends, SaaS metrics, and leadership development.
• Earn certifications in customer success, project management, or hospitality operations through our partnership with leading educational platforms.

Work Environment & Culture at brighthush

Our remote‑first culture means you can work from anywhere while staying connected to a vibrant, global team. We foster:

• Flexibility – Choose your own hours and work from any location that suits your lifestyle.
• Collaboration – Daily stand‑ups, weekly cross‑functional syncs, and an open Slack workspace keep everyone aligned.
• Inclusivity – A diverse workforce that celebrates different perspectives, cultures, and backgrounds.
• Innovation – A culture that encourages experimentation, rapid prototyping, and learning from failure.
• Well‑being – Access to mental health resources, wellness stipends, and regular virtual team‑building events.

Compensation, Perks, and Benefits

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

• Base salary commensurate with market rates for senior customer success leaders.
• Performance‑based bonuses tied to customer health metrics and company growth.
• Equity or stock‑option plans to share in brighthush’s long‑term success.
• Comprehensive health, dental, and vision insurance for you and your dependents.
• Generous paid time off, including vacation, sick leave, and personal days.
• Professional development budget for courses, conferences, and certifications.
• Technology stipend to equip you with the best tools for Apply for this job