Strategic Customer Success Manager – Hospitality Technology & AI Voice Solutions – Driving Adoption & Growth for Hotel Partners at brighthush

About brighthush

brighthush is at the forefront of hospitality innovation, delivering a 24/7 AI‑powered voice agent that transforms how hotels connect with guests. Our platform answers inbound calls, shares property information, provides real‑time availability and rates, and manages reservations—all while integrating seamlessly with existing hotel systems. Based in Montreal and backed by a global vision, brighthush is redefining the guest experience and driving revenue for hotels worldwide.

Why This Role Matters

When a hotel signs with brighthush, they’re tackling a critical pain point: lost 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’ll own the entire customer journey—from contract to go‑live and beyond—ensuring that every property realizes the full value of our AI solution.

Key Responsibilities

Accelerate New Hotel Onboarding

• Lead end‑to‑end onboarding for each new hotel partner, setting clear expectations during kick‑off meetings.
• Coordinate with Integration and Support teams to connect brighthush’s voice agent to the hotel’s PMS, channel manager, and booking engine.
• Deliver comprehensive training to hotel staff, ensuring they can confidently use the platform once it’s live.
• Track progress with detailed status updates, raising issues early to protect trust and reputation.

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.
• Proactively reach out to hotel operators and managers, especially in high‑pressure environments, to resolve issues quickly.

Translate Customer Feedback into Product Excellence

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

Drive Value Realization and Account Growth

• Educate hotels on advanced features that align with their revenue goals, such as upsell prompts and dynamic pricing integration.
• Identify upsell opportunities and new integrations, collaborating with Sales to expand within multi‑property groups.
• Provide data‑driven recommendations that balance cost with tangible benefits.

Document and Optimize Customer Success Processes

• Develop and refine playbooks covering onboarding, health checks, and escalation paths.
• Collaborate cross‑functionally with Sales, Product, Support, and Marketing to ensure smooth handoffs.
• Launch new initiatives and support programs that elevate retention and satisfaction.

Essential Qualifications

• Minimum 2 years of experience in Customer Success, Account Management, or hospitality technology.
• Hands‑on experience with hotel front‑desk operations or management, understanding the cost of missed calls.
• 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.
• Strong written and verbal communication, including the ability to train non‑technical staff and explain delays clearly.
• Proven problem‑solving mindset, seeing issues through to resolution.
• Ability to manage competing priorities—go‑live, unhappy accounts, internal projects—without compromising quality.
• Self‑directed decision maker who can act independently on account matters.
• Comfortable using AI tools to research, draft, analyze, and automate daily tasks, with a critical eye on output quality.

Preferred Experience

• Onboarding or implementing software for hotels or restaurants.
• Experience with PMS, channel managers, or booking engines.
• Managing accounts across multi‑property hotel groups.
• Early‑stage customer success roles where processes were built from scratch.
• Familiarity with voice, telephony, or AI products.
• Background in reservations or revenue management.
• Knowledge of the Australian hotel market.

What We Value

• Sound judgment and meticulous attention to detail.
• Ownership and the ability to finish work without constant follow‑up.
• A deep understanding of hotel revenue streams and a genuine interest in how brighthush can enhance profitability.
• Curiosity and a willingness to pivot strategies when they’re not delivering results.
• Honesty—both to customers and colleagues—about shortcomings in products or processes.

Career Growth & Learning Opportunities

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

• Gain exposure to cutting‑edge AI and voice technology.
• Collaborate with Product, Engineering, and Sales to shape the future of hospitality tech.
• Lead initiatives that directly influence product roadmap and customer experience.
• 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.

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. 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.

Compensation & Benefits

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

• Base salary with performance‑based bonuses.
• Health, dental, and vision insurance.
• Flexible work hours and remote work options.
• Generous paid time off and holiday schedule.
• Professional development budget and access to industry events.
• Equity opportunities for key contributors.

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.