Strategic Customer Success Executive – SMB Hospitality & Revenue Growth Specialist

About brighthush

brighthush is a trailblazing SaaS platform that empowers hoteliers to unlock the full potential of their direct‑booking channels. By blending cutting‑edge AI, data‑driven insights, and a deep understanding of the hospitality ecosystem, we help hotels increase revenue, improve conversion rates, and streamline operations. Our mission is simple: give every hotel, no matter the size, the tools to thrive in a digital‑first world.

Why Join brighthush?

At brighthush, you’ll be part of a fast‑moving, purpose‑driven team that values innovation, collaboration, and customer impact. We champion a culture of continuous learning, celebrate wins together, and encourage every team member to bring fresh ideas to the table. Whether you’re a seasoned professional or an ambitious early‑career talent, brighthush offers a platform for growth, autonomy, and meaningful contribution.

Key Responsibilities

As a Customer Success Executive focused on the SMB segment, you will own a portfolio of small and medium‑sized hotel clients across the Americas, with opportunities to engage customers in other regions. Your role is strategic, data‑driven, and highly collaborative. Below are the core responsibilities that will define your success:

• Own the Trial Journey – Lead the critical 3‑month trial period, setting clear success criteria, driving adoption, and converting trials into long‑term contracts. Continuously refine onboarding playbooks to accelerate value realization.
• Strategic Partner & Advisor – Understand each client’s commercial goals (direct booking revenue, conversion rates, channel mix, parity positioning) and craft a tailored point of view on how brighthush can help achieve them. Conduct performance check‑ins, business reviews, and training sessions that link product usage to tangible outcomes.
• Drive Retention & Renewals – Deliver measurable value to maintain high retention across the SMB base. Identify churn risk early, address objections proactively, and collaborate with Product and internal stakeholders to remove blockers before they become exits.
• Grow the Book – Spot upsell and cross‑sell opportunities across your accounts, including additional products, expanded ad spend, and new properties. Partner with Sales to secure expansion deals and boost net revenue retention.
• Scale with AI & Automation – Apply an “Automate Everything” mindset to your work and the SMB playbook. Leverage AI tools to summarize performance, draft communications, triage at‑risk accounts, and free up time for high‑impact strategic activities.
• Collaborate Across Teams – Work closely with Product, Marketing, and Sales to feed customer insights, shape the SMB experience, and launch one‑to‑many campaigns. Report on client performance, trial conversion, retention, and expansion to senior leadership.
• Maintain Data Integrity – Keep accurate, up‑to‑date records across Vitally, Salesforce, and other CS systems so the wider business can rely on your data.

Essential Qualifications

• Automation Mindset – You obsess over efficiency and never repeat the same manual task twice. You build reusable templates, automated risk triggers, and end‑to‑end processes that scale with a large book of accounts.
• Commercial Instinct – You view customer success through the lens of business outcomes: revenue, conversion, and retention. You translate performance data into conversations that resonate with GMs and Revenue Managers.
• Experience – 2+ years in Customer Success, Account Management, or a similar client‑facing role, ideally in B2B SaaS. Experience managing SMB books at scale (high account count, recurring automated touchpoints) is a strong plus.
• U.S. Customer Experience – Proven track record working directly with U.S. customers. You understand U.S. communication styles, service expectations, and commercial dynamics.
• Language Proficiency – Full professional fluency in English, both written and spoken. You lead client meetings, deliver presentations, and discuss nuanced commercial and technical topics with confidence.
• AI Adoption – You already use AI tools daily and are curious about emerging solutions. You see AI as a force multiplier, not a threat.
• Tooling Proficiency – Comfortable with modern CS and BI tools such as Salesforce, Vitally, Looker, or equivalents. You can navigate dashboards and extract insights without needing to be a data analyst.
• Communication Skills – Strong written and verbal communication. You can run video training sessions, craft concise renewal emails, and flag risk to leadership without burying the lede.
• Adaptability – You thrive in a fast‑paced environment where product, process, and priorities evolve rapidly.

Nice‑to‑Have Skills

• U.S. Hospitality Experience – Experience supporting U.S. customers in hospitality, travel technology, or hotel technology.
• Hospitality Knowledge – Familiarity with hotel operations, digital marketing, revenue management, distribution, or direct‑booking strategies.
• Issue‑Tracking Tools – Experience with Linear, JIRA, or similar platforms.
• Automation Track Record – Demonstrated ability to build automations, templates, or small tools that streamline your own work.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent and providing clear pathways for advancement. As a Customer Success Executive, you will:

• Progress to senior Customer Success Manager or Director roles, overseeing larger portfolios and leading cross‑functional initiatives.
• Take on strategic projects that shape product roadmap, go‑to‑market strategy, and customer experience design.
• Participate in leadership development programs, mentorship, and industry conferences.
• Leverage our internal knowledge base, AI‑powered learning modules, and peer‑to‑peer knowledge sharing to stay ahead of industry trends.

Work Environment & Culture

brighthush fosters an inclusive, collaborative, and high‑energy culture. We value:

• Transparency – Open communication across all levels, with regular town halls and feedback loops.
• Innovation – A sandbox mentality that encourages experimentation with new tools, processes, and ideas.
• Work‑Life Balance – Flexible working hours, remote options, and a focus on results rather than hours logged.
• Community – Regular team events, hackathons, and volunteer opportunities that strengthen bonds and give back to the community.

Compensation & Benefits

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

• Health, dental, and vision insurance.
• 401(k) matching (or equivalent retirement plan).
• Generous paid time off and holiday schedule.
• Professional development stipend and tuition reimbursement.
• Wellness programs, including gym memberships and mental health resources.
• Equity or stock‑option plans for eligible employees.
• Fun events and team‑building activities that celebrate our successes.

How to Apply

Ready to make a tangible impact on the hospitality industry? Join brighthush and help hotels worldwide thrive in a digital‑first world. Click the link below to submit your application and start your journey with us.

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Conclusion

As a Strategic Customer Success Executive at brighthush, you will be at the forefront of transforming how hotels engage their guests and grow revenue. Your blend of commercial insight, automation expertise, and customer‑centric mindset will drive success for both our clients and our organization. If you’re passionate about hospitality, data, and technology, and you thrive in a fast‑paced, collaborative environment, we want to hear from you.

Apply today and help us shape the future of direct‑booking success for hotels around the globe.