Vice President of Customer Success – Global Luxury Hospitality Experience & Retention Leadership

About brighthush

brighthush is a trailblazing family‑focused luxury hospitality brand that redefines the art of guest experience. Since our inception in 2010, we have expanded from a single beachfront resort to a portfolio of premium properties that span iconic destinations—from the sun‑kissed shores of Sagres to the vibrant heart of Lisbon, and beyond. Each brighthush property is a sanctuary where contemporary design meets genuine hospitality, creating unforgettable moments for families and guests alike.

At brighthush, we believe that the foundation of every successful resort lies in the relationships we build—both with our guests and with the families who own and manage our residences. Our culture is rooted in collaboration, innovation, and a relentless commitment to service excellence. We empower our teams to think globally, act locally, and always put the guest at the center of everything we do.

Why Join brighthush?

When you become part of brighthush, you join a diverse, international community of passionate professionals who share a common mission: to create extraordinary, family‑oriented experiences that last a lifetime. Our remote‑first approach gives you the flexibility to work from anywhere while staying connected to a vibrant, supportive network. We invest in your growth, celebrate your achievements, and provide a platform where your ideas can shape the future of luxury hospitality.

Role Overview

The Vice President of Customer Success is a strategic, full‑time leadership role that drives an exceptional end‑to‑end guest and owner experience across the entire brighthush portfolio. Reporting to the Chief Operating Officer, you will be the steward of customer satisfaction, retention, and loyalty, ensuring that every interaction—whether with a guest, a residence owner, or a partner—reflects the highest standards of service.

In this role, you will:

• Develop and execute a comprehensive customer success strategy that aligns with brighthush’s commercial objectives.
• Set, monitor, and elevate performance standards across all customer‑facing teams.
• Lead cross‑functional initiatives that enhance the customer journey, from pre‑arrival to post‑stay.
• Establish scalable processes, feedback loops, and data‑driven decision‑making frameworks.
• Mentor and develop a distributed team of Customer Success Managers, Guest Experience Specialists, and Owner Relations professionals.
• Represent the customer voice in executive strategy sessions, influencing product development, marketing, and operations.

Key Responsibilities

Strategic Leadership

• Design and implement a customer success roadmap that supports brighthush’s growth and profitability goals.
• Collaborate with Sales, Marketing, and Operations to align customer success initiatives with revenue targets and brand positioning.
• Drive continuous improvement by analyzing customer data, identifying trends, and translating insights into actionable strategies.

Team Management & Development

• Recruit, onboard, and coach a high‑performing, distributed team of Customer Success Managers and Guest Experience Specialists.
• Set clear objectives, KPIs, and performance metrics; conduct regular reviews and provide constructive feedback.
• Foster a culture of accountability, collaboration, and continuous learning.

Customer Experience Excellence

• Oversee the end‑to‑end guest journey, ensuring seamless interactions across all touchpoints.
• Implement proactive engagement strategies to anticipate guest needs and exceed expectations.
• Manage key account relationships with residence owners, ensuring their satisfaction and long‑term partnership.
• Resolve complex issues and escalations with a focus on swift, effective solutions.

Data & Analytics

• Develop and maintain a robust dashboard of customer success metrics (NPS, CSAT, churn, lifetime value).
• Leverage customer success platforms and CRM systems to track engagement, identify opportunities, and forecast trends.
• Present data insights to senior leadership, translating numbers into strategic recommendations.

Process & Innovation

• Design scalable processes that support rapid growth while maintaining service quality.
• Champion the adoption of new technologies and tools that enhance customer engagement and operational efficiency.
• Lead cross‑functional projects that integrate customer feedback into product development and service enhancements.

Essential Qualifications

• 10+ years of progressive experience in Customer Success, Guest Experience, or Account Management within the hospitality, travel, or luxury service sectors.
• Proven track record of improving service quality, guest satisfaction, and retention metrics.
• Strong leadership background, including experience building and managing distributed teams.
• Exceptional communication, negotiation, and stakeholder management skills.
• Strategic thinker with data‑driven decision‑making capabilities; proficiency with KPIs, dashboards, and customer success platforms.
• Advanced degree (MBA, Master’s in Hospitality Management, or related field) is highly desirable.

Preferred Qualifications

• Experience in a luxury resort or high‑end hospitality environment.
• Background in sales or business development within the hospitality industry.
• Multilingual abilities, especially in English and Portuguese.
• Knowledge of regional market dynamics in Portugal and the broader European luxury travel market.
• Experience with remote team leadership and virtual collaboration tools.

Core Skills & Competencies

• Customer‑centric mindset with a passion for creating memorable experiences.
• Analytical acumen and a knack for turning data into actionable insights.
• Strong project management skills and the ability to juggle multiple initiatives.
• Adaptability and resilience in a fast‑paced, evolving environment.
• Collaborative spirit and the ability to influence cross‑functional partners.
• Commitment to brighthush’s values of integrity, innovation, and inclusivity.

Career Growth & Learning Opportunities

At brighthush, your career path is as dynamic as the industry itself. As Vice President of Customer Success, you will:

• Lead a high‑impact function that directly influences the company’s strategic direction.
• Collaborate with senior leaders across the organization, gaining exposure to all facets of the business.
• Participate in executive‑level decision‑making, shaping the future of luxury hospitality.
• Access continuous learning resources, including industry conferences, leadership workshops, and advanced training programs.
• Benefit from a culture that rewards innovation, initiative, and results.

Work Environment & Culture

brighthush thrives on a culture of collaboration, creativity, and continuous improvement. Our remote‑first model empowers you to work from anywhere while staying connected through:

• Weekly virtual town halls and cross‑departmental syncs.
• Monthly “innovation labs” where teams pitch new ideas and experiment with emerging technologies.
• Annual retreats that bring together employees from all regions for team building and strategic planning.
• A transparent, inclusive environment where every voice is heard and valued.

Compensation & Benefits

While specific figures are tailored to experience and qualifications, brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with market standards for senior leadership in luxury hospitality.
• Performance‑based bonus structure tied to customer success metrics and company growth.
• Equity or profit‑sharing options to align your success with the company’s long‑term vision.
• Comprehensive health, dental, and vision insurance plans.
• Generous paid time off, including vacation, personal days, and parental leave.
• Professional development stipend and access to industry conferences.
• Flexible work arrangements and a fully remote work environment.
• Employee wellness programs, including mental health resources and fitness subsidies.

How to Apply

Ready to elevate the guest experience and shape the future of luxury hospitality? Submit your resume and a cover letter that showcases your passion for customer success and your vision for brighthush’s next chapter. We look forward to discovering how your expertise can help us continue to delight families and guests worldwide.

Apply today and become a pivotal part of brighthush’s journey to redefine hospitality excellence.