Strategic Customer Success Manager – Hospitality AI Solutions for Australian Hotels

About brighthush

brighthush is at the forefront of revolutionizing the hospitality industry with cutting‑edge artificial intelligence. Our flagship product is a 24/7 voice‑powered AI agent that handles guest calls, delivers real‑time availability and rates, and manages reservations—all while integrating seamlessly with a hotel’s existing property management systems. By eliminating missed calls and streamlining front‑desk operations, brighthush empowers hotels to increase bookings, enhance guest experience, and drive revenue growth.

Founded in Montreal and now operating globally, brighthush is driven by a mission to make hospitality smarter, faster, and more customer‑centric. We partner with hotels of all sizes, from boutique properties to large multi‑location groups, and our technology is trusted by leading brands across the world.

Why This Role Matters

In the hospitality sector, every missed call can mean a lost booking and a dent in revenue. Our AI agent is designed to capture those opportunities, but its success hinges on flawless implementation, adoption, and ongoing support. As the primary point of contact for our Australian hotel partners, you will be the linchpin that ensures our technology delivers tangible value from day one and continues to do so long after go‑live.

Role Overview

As a Strategic Customer Success Manager at brighthush, you will own the end‑to‑end customer journey for our Australian hotel partners. Your responsibilities will span rapid onboarding, proactive account management, product‑feedback loops, and revenue‑growth initiatives. You will collaborate closely with cross‑functional teams—Product, Engineering, Partnerships, Sales, Support, and Marketing—to shape the customer success framework as we scale our portfolio.

Key Responsibilities

• Accelerate Onboarding & Go‑Live: Lead end‑to‑end onboarding for new hotel partners, setting clear expectations, training staff, and ensuring full system adoption before launch.
• Integration & Technical Enablement: Work with Engineering and Support to connect brighthush to the hotel’s PMS, channel managers, and booking engines, resolving issues swiftly and keeping stakeholders informed.
• Account Health & Proactive Support: Monitor call metrics, booking flow, and staff usage; intervene before problems surface, and maintain a high level of customer satisfaction.
• Product Advocacy & Feedback: Collect, analyze, and prioritize customer feedback; translate recurring pain points into actionable product enhancements for the engineering team.
• Revenue Growth & Upsell: Identify opportunities for feature adoption, additional integrations, and expansion within multi‑property groups; partner with Sales to close upsell deals.
• Process & Playbook Development: Document and refine onboarding steps, health‑check procedures, escalation paths, and support programs; create scalable templates that future teams will use.
• Cross‑Functional Collaboration: Serve as the bridge between customers and internal teams, ensuring smooth handoffs and a unified customer experience.

Essential Qualifications

• Minimum of 2 years in customer success, account management, or hospitality technology roles.
• Hands‑on experience with hotel front‑desk operations or management—understanding the cost of missed calls and the urgency of quick resolution.
• Strong organizational skills: ability to manage multiple onboarding projects while maintaining a full account portfolio.
• Empathy for hotel operators and a deep appreciation for the pressures they face.
• Excellent written and verbal communication, including the ability to train non‑technical staff and explain technical issues in plain language.
• Proactive problem‑solving mindset: you see issues through to resolution and are comfortable making decisions independently.
• Comfort with AI tools—leveraging them for research, drafting, analysis, and automation while maintaining quality control.

Preferred Qualifications

• Experience onboarding or implementing software for hotels or restaurants.
• Familiarity with property management systems, channel managers, or booking engines.
• Managing accounts within multi‑property hotel groups.
• Early‑stage customer success experience, building processes from scratch.
• Background in voice, telephony, or AI products.
• Knowledge of the Australian hotel market and its unique regulatory landscape.
• Experience in reservations or revenue management.

Skills & Competencies

• Strategic thinking and analytical mindset.
• Strong stakeholder management and relationship building.
• Project management and prioritization under tight deadlines.
• Data‑driven decision making and KPI tracking.
• Adaptability to evolving processes and shifting priorities.
• Team collaboration across time zones and functional areas.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is designed to evolve with the company. As we expand our product suite and customer base, you will have the chance to:

• Lead cross‑functional initiatives that shape the future of hospitality AI.
• Move into senior customer success leadership roles, overseeing a broader portfolio.
• Take on product management responsibilities, translating customer insights into roadmap priorities.
• Participate in industry conferences, speaking engagements, and thought‑leadership content creation.
• Access continuous learning resources—online courses, certifications, and internal knowledge bases—to stay ahead of industry trends.

Work Environment & Company Culture

brighthush thrives on a culture of innovation, transparency, and customer obsession. Our remote‑first model empowers you to work from anywhere in Australia while staying connected through:

• Daily stand‑ups and weekly cross‑functional syncs.
• Collaborative tools (Slack, Notion, Jira) that keep communication fluid.
• Flexible work hours that respect local time zones and personal commitments.
• A supportive team that values autonomy, accountability, and continuous improvement.

Compensation & Benefits

While specific figures are tailored to experience and market conditions, brighthush offers a competitive compensation package that includes:

• Base salary commensurate with industry standards.
• Performance‑based bonuses tied to customer satisfaction, adoption metrics, and revenue growth.
• Health and wellness benefits, including medical, dental, and vision coverage.
• Generous paid time off and flexible holiday policy.
• Professional development stipend and access to industry events.
• Equity opportunities for long‑term alignment with company success.

How to Apply

If you are passionate about transforming hospitality through AI, thrive in a fast‑paced environment, and enjoy building relationships that drive real business outcomes, we want to hear from you. Submit your resume and a brief cover letter outlining why you’re the ideal fit for the Strategic Customer Success Manager role at brighthush.

Closing Statement

At brighthush, you will be at the heart of a movement that redefines how hotels connect with guests. Your expertise will directly influence the success of our partners, the evolution of our product, and the future of hospitality technology. Join us and help shape a world where every call is answered, every booking is captured, and every guest experience is elevated.