Senior Strategic Customer Success Manager – Hospitality Technology Partner & Growth Champion for the Americas (Bilingual, SaaS, Global Impact) – brighthush

About brighthush: Pioneering the Future of Hospitality Technology

brighthush is not just a software vendor; we are the catalyst that empowers the next generation of hospitality operations worldwide. With a portfolio that spans Property Management Systems (PMS), Point‑of‑Sale (POS) platforms, channel management, payment processing, and advanced analytics, we enable more than 90,000 hotels, 200,000 restaurants, and 600,000 retail locations to streamline processes, delight guests, and unlock new revenue streams. Our cloud‑native, data‑driven solutions are engineered for speed, scalability, and seamless integration, allowing our partners to adapt quickly to market shifts and evolving guest expectations.

Our mission is simple yet ambitious: to connect the global hospitality ecosystem through integrated technology that evolves with our customers’ needs. Success, for us, is measured not only by the features we deliver but by the tangible value our clients realize in their day‑to‑day operations and long‑term strategic goals.

Why brighthush? A Culture of Curiosity, Collaboration, and Customer Obsession

At brighthush, we believe that technology should amplify human ingenuity, not replace it. Our culture is built on curiosity, collaboration, and a relentless focus on customer outcomes. We celebrate diversity, encourage continuous learning, and empower our teams to take ownership of their growth and the success of our partners.

We are a remote‑first organization that thrives on flexibility, yet we never compromise on connection. Daily stand‑ups, virtual coffee chats, and quarterly all‑hands meetings keep us aligned and energized. Wins—both big and small—are celebrated through shout‑outs, peer recognition, and a transparent feedback loop that fuels continuous improvement.

Role Overview: The Linchpin of Customer Success and Growth

As a Senior Strategic Customer Success Manager, you will be the linchpin that transforms technology adoption into measurable business outcomes. You will partner with property and corporate stakeholders across the Americas, guiding them through the entire lifecycle—from post‑implementation to renewal—while championing their success within our organization.

Key Responsibilities

• Build and nurture strategic relationships with key decision‑makers at both the property and corporate levels, becoming the trusted advisor who aligns brighthush solutions with each customer’s operational and financial objectives.
• Lead the transition from implementation to long‑term success by coordinating with Implementation, Support, and Technical Account Management teams to ensure a seamless handoff and continuous value delivery.
• Conduct data‑driven business reviews and health checks, using usage metrics, KPI dashboards, and customer feedback to assess satisfaction, adoption, and ROI.
• Identify and mitigate risks proactively by spotting operational, technical, or adoption challenges early and crafting recovery plans that prevent churn and support renewal readiness.
• Serve as the primary escalation point for customer issues, managing resolution with empathy, professionalism, and clear communication while keeping stakeholders informed.
• Facilitate problem‑solving sessions that differentiate between product limitations, process gaps, configuration challenges, and internal communication issues, ensuring constructive outcomes.
• Bridge the Americas market and global product teams by sharing customer insights, market trends, and recurring pain points to influence product roadmap and localize enhancements.
• Collaborate cross‑functionally with Sales, Support, Implementation, and Technical Account Management to deliver a cohesive customer experience throughout the lifecycle.
• Lead executive business reviews and best‑practice workshops—both onsite and virtual—to reinforce value realization, strengthen partnership, and secure long‑term engagement.

Success Metrics and Outcomes

Performance in this role is measured by the tangible value you deliver and the strength of the partnerships you build. After the initial ramp‑up period, success will be reflected in:

• Clients actively adopting and leveraging brighthush solutions to achieve operational efficiency and financial targets.
• High retention rates, with renewals secured in a timely and seamless manner.
• Recognition as a strategic partner by property and corporate stakeholders, evidenced by executive engagement and advocacy.
• Early identification of risks and proactive implementation of solutions that prevent negative impacts on the customer experience.
• Positive customer sentiment, demonstrated through ongoing engagement, referrals, and willingness to serve as brand ambassadors.

Essential Qualifications

• Minimum of 3 years of professional experience in Customer Success, Account Management, or a client‑facing role within a SaaS environment.
• Hands‑on experience in the hospitality industry, with deep knowledge of hotel technology ecosystems—including enterprise PMS, POS, CRS platforms, and modern cloud‑based architectures.
• Fluency in Spanish and English, with exceptional written and verbal communication skills. Ability to translate technical concepts into clear, business‑focused narratives for non‑technical audiences.
• High emotional intelligence, adept at navigating interpersonal dynamics, managing stakeholder relationships, and maintaining composure in high‑pressure or escalation scenarios.
• Strong analytical mindset, capable of interpreting system data and usage metrics to generate actionable insights that optimize customer operations.
• Excellent organizational and time‑management skills, with the ability to prioritize multiple initiatives, manage competing demands, and meet deadlines.
• Self‑starter who thrives both independently and within cross‑functional, collaborative teams.
• Proven ability to guide customer conversations constructively, align stakeholders on solutions, and support informed decision‑making.

Preferred Qualifications

• Degree in Business Administration, Hospitality Management, or a related field.
• Experience with global product road‑mapping and localization initiatives.
• Knowledge of data analytics tools and dashboards used in the hospitality sector.

Core Competencies and Success Factors

• Relationship‑building and stakeholder influence across property and corporate levels.
• Strategic alignment of technology solutions with operational and financial goals.
• Proactive problem‑solving and risk mitigation to maintain seamless customer experience.
• Clear, concise communication that bridges technical details with practical business outcomes.
• Ownership and accountability for driving product adoption, securing renewals, and ensuring overall customer satisfaction.
• Adaptability and resilience in managing multiple accounts in a fast‑paced, evolving technology environment.

Career Growth and Learning Opportunities

At brighthush, your professional development is a priority. As a Senior Customer Success Manager, you will:

• Gain exposure to the full spectrum of our product portfolio, deepening your technical expertise across PMS, POS, channel management, and analytics.
• Participate in cross‑regional strategy sessions, giving you a global perspective on market trends and customer needs.
• Lead initiatives that shape the future of hospitality technology, influencing product roadmaps and feature prioritization.
• Access a robust learning ecosystem, including certifications, workshops, and mentorship programs designed to accelerate your career trajectory.
• Earn recognition through performance‑based awards, leadership development tracks, and opportunities to transition into senior leadership roles within Customer Success, Product, or Global Strategy.

Work Environment and Company Culture

brighthush thrives on a culture of collaboration, innovation, and customer obsession. Our remote‑first approach empowers you to work from anywhere while staying connected through daily stand‑ups, virtual coffee chats, and quarterly all‑hands meetings. We celebrate wins—both big and small—through shout‑outs, peer recognition, and a transparent feedback loop that fuels continuous improvement.

Compensation, Perks, and Benefits

While specific figures vary by location and experience, brighthush offers a competitive base salary, performance‑based bonuses, and a comprehensive benefits package that includes:

• Health, dental, and vision insurance.
• Flexible paid time off and a generous holiday schedule.
• 401(k) matching (or equivalent retirement plan).
• Professional development stipend and access to industry conferences.
• Wellness programs, including virtual fitness classes and mental health resources.
• Equity or stock‑option opportunities for eligible employees.

Ready to Make an Impact?

If you are a strategic thinker, a relationship builder, and a data‑driven problem solver who thrives in a fast‑paced, customer‑centric environment, we want to hear from you. Join brighthush and help shape the future of hospitality technology while advancing your career in a supportive, growth‑oriented culture.

Apply today and become a key player in delivering transformative solutions to the hospitality industry across the Americas.