Senior Strategic Customer Success Manager – Driving Growth, Retention, and Data‑Powered Success for Premier Restaurant Brands at brighthush – Fully Remote (US/Canada) – AI‑Enabled Platform

About brighthush

brighthush is the leading AI‑native platform that empowers local restaurant owners to thrive in an increasingly digital world. Since our founding in 2018, we have grown into a vibrant community of over 500 dedicated professionals, delivering data‑driven insights, marketing automation, and seamless online ordering solutions to thousands of restaurants across the United States and Canada. Our mission is simple: make every local restaurant owner a data‑savvy, growth‑oriented entrepreneur. By combining cutting‑edge artificial intelligence with industry‑specific expertise, we help owners increase orders, boost repeat business, and elevate their brand presence—all while freeing up time to focus on what they love most: cooking and serving great food.

Our Mission and Vision

At brighthush, we believe that the heart of every successful restaurant lies in its ability to connect with guests, understand their preferences, and deliver exceptional experiences at scale. Our vision is to become the indispensable partner for every restaurant, from a single‑location café to a multi‑city chain, by providing the tools and insights that turn data into actionable growth strategies. We are committed to fostering a culture of continuous learning, innovation, and customer‑centricity, ensuring that every team member feels empowered to make a difference.

Why brighthush is the Future of Restaurant Success

The restaurant industry is undergoing a seismic shift. Digital ordering, contactless payments, and AI‑driven personalization are no longer optional—they are essential. Restaurants that fail to adapt risk losing market share to tech‑savvy competitors. brighthush offers a comprehensive, AI‑powered suite that addresses every pain point: from automated marketing campaigns and dynamic pricing to real‑time inventory management and predictive analytics. Our platform is built on a foundation of data integrity, scalability, and ease of use, allowing restaurant owners to focus on what they do best—creating memorable dining experiences—while we handle the complexity of technology.

Senior Strategic Customer Success Manager – Your Role and Impact

As a Senior Strategic Customer Success Manager at brighthush, you will be the linchpin that connects our cutting‑edge technology with the day‑to‑day realities of our most influential restaurant partners. You will own a portfolio of 100+ major brands, guiding them from onboarding through renewal, ensuring they extract maximum value from the platform and remain loyal advocates. Your strategic insights, data‑driven recommendations, and relentless focus on customer success will directly influence revenue growth, retention rates, and the overall trajectory of our business.

Key Responsibilities

• Portfolio Ownership: Manage a high‑value book of 100+ major restaurant brands, serving as the single point of accountability for each client’s success on the brighthush platform.
• Consultative Leadership: Act as the de‑facto CMO, CTO, and data analyst for clients who lack dedicated resources, translating complex data into clear, actionable strategies for online ordering, marketing, SEO, and guest engagement.
• Revenue Protection & Growth: Monitor retention metrics, identify churn signals through advanced analytics, and intervene proactively to secure renewals and upsell opportunities.
• Impactful Business Reviews: Prepare and deliver data‑rich, actionable performance reviews that align with each restaurant’s business goals, facilitating honest conversations about successes, challenges, and next steps.
• Strategic Function Development: Shape the evolving Strategic CSM function by influencing playbooks, engagement models, and operational systems—proposing and implementing improvements that enhance scalability and customer satisfaction.
• Cross‑Functional Collaboration: Partner closely with Sales, Partnerships, Launch, Marketing, SEO, and Product teams to advocate for customer needs, close the feedback loop, and surface patterns that inform product and service enhancements.
• Thought Leadership: Represent brighthush at industry events, webinars, and internal knowledge‑sharing sessions, positioning yourself as a trusted advisor within the restaurant community.
• Continuous Improvement: Stay current on industry trends, emerging technologies, and best practices, integrating new insights into client strategies and internal processes.

Essential Qualifications

• 3+ years of experience in Customer Success, Account Management, or a related customer‑facing role within B2B or B2B2C SaaS.
• Proven track record managing a book of business, owning retention metrics, and delivering measurable outcomes.
• Experience handling multi‑location or high‑value accounts, navigating complexity across stakeholders and priorities.
• Consultative, data‑driven mindset: comfortable pulling reports, extracting stories from numbers, and translating insights into actionable recommendations.
• Strong communication skills: adept at writing concise emails, leading compelling business reviews, and summarizing complex situations for senior leadership.
• Ability to handle difficult conversations with empathy and clarity—cancellation calls, retention negotiations, and de‑escalations included.
• Excellent prioritization instincts: able to segment by risk and opportunity, manage time ruthlessly, and still make every customer feel valued.
• Comfortable in a fast‑moving environment using brighthush’s platform, data tools, and internal systems.
• Experience in the restaurant, food, or hospitality industry is highly desirable.
• Familiarity with online ordering platforms, POS systems, or restaurant marketing tools.
• Experience working in a high‑growth startup where processes are still being built.
• Bilingual (English/Spanish) is a plus, as many of our partners are Spanish‑speaking owners.

Preferred Qualifications

• Background in marketing analytics or digital marketing strategy for restaurants.
• Experience with AI or machine‑learning‑based recommendation engines.
• Prior role in a customer success organization that scaled from 50 to 200+ accounts.
• Proficiency in data visualization tools such as brighthush, brighthush, or brighthush.
• Track record of contributing to product roadmap or feature prioritization based on customer feedback.

What You’ll Bring to the Table

• Strategic Thinking: You’ll see the big picture while managing day‑to‑day client interactions.
• Analytical Rigor: Turning raw data into clear, actionable insights is second nature to you.
• Customer‑First Mindset: Your primary focus is always the client’s success and growth.
• Adaptability: You thrive in a dynamic environment where priorities shift quickly.
• Collaboration: You’re a team player who enjoys working cross‑functionally to solve complex problems.

Career Growth & Learning Opportunities

At brighthush, your career path is not limited to a single role. As we scale, you’ll have the chance to:

• Lead the expansion of our Strategic CSM framework, influencing how we serve thousands of new clients.
• Move into senior leadership roles such as Director of Customer Success, VP of Customer Experience, or Head of Growth.
• Participate in industry conferences, webinars, and speaking engagements to represent brighthush and build your personal brand.
• Access continuous learning resources, including data science workshops, marketing strategy courses, and leadership development programs.
• Mentor junior team members, fostering a culture of knowledge sharing and professional growth.

Work Environment & Culture at brighthush

• Fully Remote: Work from anywhere in the US or Canada with a flexible schedule that respects your work‑life balance.
• Inclusive & Collaborative: Our culture is built on transparency, mutual respect, and a shared commitment to customer success.
• Fast‑Paced & Innovative: You’ll be part of a high‑growth startup where your ideas can shape product and process.
• Regular virtual team gatherings, hackathons, and “Ask Me Anything” sessions with founders.
• Access to a vibrant community of data scientists, product managers, and marketing specialists who are passionate about transforming the restaurant industry.

Compensation & Benefits

• Competitive base salary commensurate with experience.
• Performance‑based bonus structure tied to retention, upsell, and customer satisfaction metrics.
• Comprehensive health, dental, and vision coverage.
• Unlimited paid time off (PTO) to recharge and maintain a healthy work‑life balance.
• 401(k) plan with company match.
• Professional development stipend and access to industry conferences.
• Flexible work hours and a fully remote setup.
• Employee stock option plan to share in brighthush’s long‑term success.
• Wellness program, including virtual fitness classes and mental health resources.

Why Join brighthush?

When you join brighthush, you’re not just taking a job—you’re becoming part of a movement that empowers local restaurants to thrive in the digital age. You’ll work with a passionate team that values data, creativity, and customer impact. Your work will directly influence the success of hundreds of restaurants, helping them increase revenue, improve guest experiences, and build sustainable growth. In addition, you’ll enjoy a culture that celebrates innovation, rewards results, and supports continuous learning. Whether you’re a seasoned customer success professional or a rising star eager to make a real difference, brighthush offers the platform, the people, and the purpose to elevate your career.

Ready to Apply?

If you’re ready to take ownership of a high‑impact portfolio, drive measurable results, and shape the future of customer success in the hospitality industry, we want to hear from you. Send your resume, a brief cover letter outlining why you’re the perfect fit for this role, and any relevant portfolio or case studies to [email protected]. Let’s build the next generation of restaurant success together.