Strategic Customer Success Manager – Hospitality Technology & AI Voice Solutions – Championing Adoption, Growth, and Revenue for Hotel Partners at brighthush

About brighthush

brighthush is a trailblazer in the hospitality tech arena, redefining how hotels engage with guests through a 24/7 AI‑powered voice agent. Our platform seamlessly answers inbound calls, delivers real‑time property information, shares availability and rates, and manages reservations—all while integrating effortlessly with existing PMS, channel managers, and booking engines. With headquarters in Montreal and a global footprint, brighthush is on a mission to elevate the guest experience, boost revenue, and empower hotels to stay ahead in a rapidly evolving market.

Why This Role Matters

When a hotel partners with brighthush, they are tackling one of the most costly pain points in the industry: missed bookings due to unanswered calls. The success of that partnership hinges on flawless onboarding, continuous adoption, and proactive support. As the primary point of contact for our Australian hotel partners, you will own the entire customer journey—from contract to go‑live and beyond—ensuring that every property realizes the full value of our AI solution and translates that into measurable revenue growth.

Key Responsibilities

Accelerate New Hotel Onboarding

• Lead end‑to‑end onboarding for each new hotel partner, setting clear expectations during kick‑off meetings and establishing a shared success roadmap.
• Coordinate with Integration, Support, and Product teams to connect brighthush’s voice agent to the hotel’s PMS, channel manager, and booking engine, ensuring data flows flawlessly.
• Deliver comprehensive, role‑specific training to hotel staff—front desk, reservations, and revenue management—so they can confidently use the platform once it’s live.
• Track progress with detailed status updates, raising issues early to protect trust, reputation, and the partner’s bottom line.

Serve as the Go‑Live Champion

• Act as the first line of support after go‑live, addressing any operational hiccups before they become customer complaints.
• Maintain a health dashboard for each account, monitoring call handling, booking flow, and staff engagement metrics.
• Proactively reach out to hotel operators and managers, especially in high‑pressure environments, to resolve issues quickly and keep the partnership on track.

Translate Customer Feedback into Product Excellence

• Collect, analyze, and synthesize feedback from multiple properties to identify recurring pain points and opportunities for improvement.
• Document evidence and present actionable insights to Product and Engineering, driving prioritization of feature enhancements that directly impact the guest experience.
• Champion the guest perspective, ensuring that any call experience reflects positively on the hotel brand and reinforces customer loyalty.

Drive Value Realization and Account Growth

• Educate hotels on advanced features that align with their revenue goals, such as upsell prompts, dynamic pricing integration, and cross‑sell opportunities.
• Identify upsell opportunities and new integrations, collaborating with Sales to expand within multi‑property groups and increase account depth.
• Provide data‑driven recommendations that balance cost with tangible benefits, helping partners make informed decisions about future investments.

Document and Optimize Customer Success Processes

• Develop and refine playbooks covering onboarding, health checks, and escalation paths, ensuring consistency across the team.
• Collaborate cross‑functionally with Sales, Product, Support, and Marketing to ensure smooth handoffs and a unified customer experience.
• Launch new initiatives and support programs that elevate retention, satisfaction, and long‑term partnership health.

Essential Qualifications

• Minimum 2 years of experience in Customer Success, Account Management, or hospitality technology, with a proven track record of driving adoption and growth.
• Hands‑on experience with hotel front‑desk operations or management, understanding the cost of missed calls and the operational realities of a busy property.
• Exceptional organizational skills—capable of juggling multiple onboarding projects while managing a full account portfolio.
• Deep empathy for hotel operators and a keen awareness of the pressures they face, enabling you to anticipate needs and provide timely support.
• Strong written and verbal communication, including the ability to train non‑technical staff and explain complex technical concepts in simple terms.
• Proven problem‑solving mindset, seeing issues through to resolution and turning challenges into opportunities for improvement.
• Ability to manage competing priorities—go‑live, unhappy accounts, internal projects—without compromising quality or customer satisfaction.
• Self‑directed decision maker who can act independently on account matters and drive outcomes with minimal oversight.
• Comfortable using AI tools to research, draft, analyze, and automate daily tasks, with a critical eye on output quality and relevance.

Preferred Experience

• Onboarding or implementing software for hotels or restaurants, with a focus on integration and user adoption.
• Experience with PMS, channel managers, or booking engines, and a deep understanding of data flows within a hotel’s tech stack.
• Managing accounts across multi‑property hotel groups, with a history of scaling solutions and building long‑term relationships.
• Early‑stage customer success roles where processes were built from scratch, demonstrating agility and innovation.
• Familiarity with voice, telephony, or AI products, and an ability to translate technical capabilities into business value.
• Background in reservations or revenue management, providing insight into the financial drivers of hotel operations.
• Knowledge of the Australian hotel market, including regional trends, regulatory considerations, and competitive dynamics.

What We Value

• Sound judgment and meticulous attention to detail, ensuring that every interaction reflects the highest standards of professionalism.
• Ownership and the ability to finish work without constant follow‑up, empowering you to take initiative and drive results.
• A deep understanding of hotel revenue streams and a genuine interest in how brighthush can enhance profitability for partners.
• Curiosity and a willingness to pivot strategies when they’re not delivering results, fostering continuous improvement.
• Honesty—both to customers and colleagues—about shortcomings in products or processes, building trust and transparency.

Career Growth & Learning Opportunities

At brighthush, you’ll be part of a fast‑growing team that values continuous learning and innovation. You’ll:

• Gain exposure to cutting‑edge AI and voice technology, positioning yourself as a thought leader in hospitality tech.
• Collaborate with Product, Engineering, and Sales to shape the future of hospitality solutions and influence the product roadmap.
• Lead initiatives that directly influence customer experience, giving you a tangible impact on partner success.
• Develop leadership skills by mentoring junior team members and driving cross‑functional projects.
• Participate in industry conferences, webinars, and training programs to stay ahead of market trends and network with peers.

Work Environment & Culture

brighthush thrives on a culture of innovation, transparency, and customer obsession. Our team spans multiple time zones, fostering a global perspective and a flexible work style that balances collaboration with autonomy. We celebrate successes, learn from failures, and encourage every employee to bring fresh ideas to the table. As a Customer Success Manager, you’ll be at the heart of this collaborative ecosystem, working closely with colleagues across Product, Engineering, Partnerships, Sales, Support, and Marketing to deliver exceptional value to our partners.

Compensation & Benefits

While specific figures vary by experience, brighthush offers a competitive salary package that includes:

• Base salary with performance‑based bonuses tied to customer satisfaction, adoption metrics, and revenue growth.
• Health, dental, and vision insurance for you and your dependents.
• Flexible work hours and remote work options, enabling you to maintain a healthy work‑life balance.
• Generous paid time off, including holidays and personal days, to recharge and pursue personal interests.
• Professional development budget and access to industry events, conferences, and training programs.
• Equity opportunities for key contributors, allowing you to share in the company’s long‑term success.

How to Apply

If you’re passionate about transforming the hospitality experience, thrive in a fast‑paced environment, and are ready to own the customer journey from contract to growth, we want to hear from you. Join brighthush and help shape the future of hotel technology.

Ready to make an impact? Submit your application today and become a pivotal part of brighthush’s success story.