Senior Remote Customer Success Manager – Hospitality & AI‑Powered Digital Marketing Platform – Champion Growth, Retention, and Executive Partnerships

About brighthush

brighthush is a trailblazer in the digital experience arena, blending cutting‑edge AI with proven marketing science to help hospitality brands captivate guests and convert clicks into bookings. Since our founding in 1998, we have empowered more than 2,000 companies to elevate their online presence, drive revenue, and create unforgettable guest journeys. With a vibrant, distributed workforce of 201‑500 professionals, brighthush thrives on innovation, collaboration, and a relentless focus on customer success.

Why Join brighthush?

At brighthush, you’ll be part of a forward‑thinking team that is redefining how hospitality brands engage with travelers worldwide. We champion a culture of curiosity, data‑driven decision making, and continuous learning. Whether you’re a seasoned strategist or an emerging leader, you’ll find the autonomy, mentorship, and resources you need to grow your career while making a tangible impact on the hospitality industry.

Role Overview

As a Senior Remote Customer Success Manager, you will be the trusted advisor for our most strategic hospitality accounts. Your mission is to ensure that each client fully realizes the value of brighthush’s AI‑powered digital marketing platform, driving adoption, retention, and expansion. You will partner with executive sponsors, cross‑functional teams, and industry experts to translate business objectives into measurable outcomes, while championing a culture of continuous improvement and customer advocacy.

Key Responsibilities

• Strategic Account Leadership: Own a portfolio of high‑value hospitality customers, developing and executing long‑term success plans that align with their business goals.
• Business Partnership: Collaborate with clients to define KPIs, digital marketing objectives, and growth initiatives, ensuring a shared vision for success.
• Executive Engagement: Build and nurture trusted relationships with executive sponsors, decision‑makers, and operational teams, becoming the go‑to partner for strategic conversations.
• Performance Management: Conduct regular business reviews, analyze performance data, identify gaps, and recommend actionable improvements that drive measurable ROI.
• Platform Adoption & Optimization: Drive adoption of brighthush’s platform features, educate clients on best practices, and help them unlock new revenue streams through SEO, SEM, GEO, paid media, and website optimization.
• Customer Advocacy: Serve as the primary advocate for client needs, coordinating with Product, Marketing, Professional Services, and Customer Success teams to resolve issues and deliver outcomes.
• Renewal & Expansion: Lead contract renewal negotiations and identify upsell/cross‑sell opportunities that align with client growth plans.
• Feedback Loop: Capture client insights, share them with internal stakeholders, and influence product roadmap and service enhancements.
• Process Excellence: Contribute to continuous improvement initiatives that refine customer success workflows, increase efficiency, and elevate the overall client experience.
• Thought Leadership: Present performance insights and strategic recommendations to executive and business stakeholders, positioning brighthush as a trusted partner.
• Team Collaboration: Mentor junior team members, share best practices, and foster a collaborative environment across Sales, Product, and Services.
• Data Stewardship: Maintain accurate client data in CRM, ensuring insights are actionable and up‑to‑date for all stakeholders.

Essential Qualifications

• Bachelor’s degree in Business, Marketing, Communications, or a related field.
• 5+ years of experience in Customer Success, Account Management, or Strategic Consulting, preferably within the hospitality sector.
• Proven track record of driving customer retention, renewals, and account growth in a fast‑paced, enterprise environment.
• Deep understanding of omnichannel marketing, SEO, SEM, GEO, website optimization, paid media, and digital marketing strategies.
• Exceptional presentation, communication, and stakeholder management skills.
• Strong analytical, organizational, and project management abilities.
• Ability to manage multiple strategic accounts simultaneously while maintaining a high level of service quality.
• Experience with AI‑powered digital platforms or enterprise SaaS solutions is highly desirable.
• Familiarity with customer success methodologies and account planning frameworks.
• Proficiency in using CRM systems (e.g., Salesforce, HubSpot) and analytics dashboards (e.g., Google Analytics, Tableau).

Preferred Qualifications

• Background in hospitality, eCommerce, revenue management, or digital marketing.
• Experience presenting business insights to executive leadership.
• Knowledge of revenue management systems and booking engines.
• Experience working in a remote, distributed team environment.
• Fluency in additional languages relevant to global hospitality markets.
• Experience with AI and machine‑learning concepts applied to marketing.

Skills & Competencies

• Strategic Thinking & Visionary Leadership
• Data‑Driven Decision Making & Analytical Rigor
• Customer‑Centric Mindset & Empathy
• Influence & Negotiation
• Project & Program Management
• Collaboration Across Functions (Sales, Product, Marketing, Services)
• Adaptability & Resilience in a Rapidly Evolving Landscape
• Tech Savvy – Comfortable with SaaS platforms, analytics dashboards, and automation tools
• Strong Written and Verbal Communication
• Time Management & Prioritization

Career Growth & Learning Opportunities

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

• Structured mentorship programs with senior leaders.
• Regular learning sessions on emerging AI, digital marketing trends, and industry best practices.
• Cross‑functional projects that broaden your skill set and expand your network.
• Clear promotion pathways from Senior Customer Success Manager to Director of Customer Success or Head of Client Partnerships.
• Opportunities to lead internal initiatives, such as customer success playbooks or product beta programs.
• Annual hackathons and innovation challenges that allow you to experiment with new ideas.
• Access to industry conferences, webinars, and workshops at no cost.

Work Environment & Culture

brighthush is a fully remote organization that values flexibility, autonomy, and work‑life balance. Our culture is built on:

• Open communication and transparency across all levels.
• Data‑driven experimentation and a bias toward action.
• Celebration of successes and constructive learning from challenges.
• Commitment to diversity, equity, and inclusion.
• Regular virtual team gatherings, hackathons, and wellness initiatives.
• Access to collaborative tools (Slack, Zoom, Miro) that keep teams connected.
• Encouragement to pursue personal growth and side projects that align with company values.

Compensation & Benefits

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

• Base salary commensurate with market rates for senior customer success roles.
• Performance‑based incentives tied to client retention, expansion, and satisfaction metrics.
• Comprehensive health, dental, and vision coverage.
• 401(k) plan with company match.
• Generous paid time off, including vacation, sick leave, and holidays.
• Professional development budget and reimbursement for certifications or conferences.
• Flexible work schedule and fully remote work environment.
• Access to cutting‑edge AI‑powered digital experience technology and industry events.
• Wellness stipend and mental health resources.

How to Apply

Ready to elevate hospitality brands and drive transformative growth? Submit your application through our careers portal or click the link below to start the process. We look forward to learning how your expertise can help brighthush’s clients thrive in an ever‑changing digital landscape.

Apply to this role at brighthush

Closing

At brighthush, we believe that the future of hospitality lies at the intersection of human insight and AI innovation. As a Senior Remote Customer Success Manager, you will be at the forefront of this transformation, guiding our most strategic accounts toward lasting success. If you’re passionate about delivering measurable impact, building executive relationships, and championing customer advocacy, we invite you to join our mission and help shape the next chapter of hospitality excellence.