Customer Success Implementation Manager – Remote – SaaS Onboarding & Adoption Leader for Construction Technology Solutions

Welcome to brighthush – Where Innovation Meets Impact

At brighthush, we are more than a global leader in tools and technology – we are a community of makers, doers, protectors, and everyday heroes. With a workforce of over 43,500 professionals spanning 60+ countries, we empower some of the world’s most beloved brands and help shape the future of construction technology. Our mission, “For Those Who Make The World™,” drives us to create smarter, safer, and more sustainable solutions that enable our customers to build, innovate, and thrive.

As part of our rapidly expanding SaaS team, you will join a culture that celebrates curiosity, collaboration, and continuous learning. Whether you’re guiding a small contractor through their first software rollout or partnering with a multinational enterprise on a complex integration, your work will have a direct impact on the success of our customers and the evolution of the construction industry.

Why This Role Matters

The Customer Success Implementation Manager is the bridge between cutting‑edge technology and the people who use it every day on job sites, in offices, and across supply chains. You will own the end‑to‑end onboarding journey, ensuring that every customer extracts maximum value from our platform, adopts best practices, and becomes a long‑term advocate for brighthush.

Key Responsibilities

• Pre‑Sales Collaboration: Partner with sales teams to deliver compelling technical demos, answer product questions, and help shape proposals that align with customer needs.
• Customer Onboarding & Implementation: Lead structured onboarding programs for new and expanding accounts, guiding users through configuration, data migration, and initial training to achieve revenue‑recognition milestones.
• Training & Enablement: Design and deliver engaging virtual and in‑person training sessions, create self‑service resources, and champion adoption best practices across user groups.
• Tier‑1 Support & Issue Resolution: Serve as the first point of contact for day‑to‑day inquiries, manage support ticket pipelines, and collaborate with engineering to troubleshoot Tier‑2/3 issues.
• Customer Health Monitoring: Use data analytics and tools such as ChurnZero (or similar) to track usage patterns, identify risk signals, and proactively intervene to improve satisfaction and retention.
• Cross‑Functional Collaboration: Work closely with product, engineering, marketing, and finance teams to relay customer feedback, influence roadmap decisions, and ensure seamless handoffs.
• Growth & Expansion Advocacy: Identify upsell and cross‑sell opportunities, develop business cases for additional modules, and partner with account executives to drive expansion revenue.
• Documentation & Process Improvement: Capture implementation best practices, refine onboarding playbooks, and contribute to the continuous improvement of the Customer Success function.

Essential Qualifications

• Bachelor’s or Associate degree in a technology‑focused or business‑related discipline, or equivalent professional experience.
• Minimum of 4 years of hands‑on experience in SaaS implementation, onboarding, customer success, or project management within a B2B environment.
• Demonstrated success managing end‑to‑end onboarding projects, from kickoff to go‑live, with measurable outcomes.
• Strong project management fundamentals: ability to create timelines, allocate resources, track milestones, and manage scope changes.
• Exceptional communication skills—both written and verbal—and the ability to influence senior stakeholders.
• Proven ability to juggle multiple concurrent projects while maintaining high attention to detail.
• Experience working cross‑functionally with technical and non‑technical teams, translating complex concepts into clear, actionable steps.
• Solid understanding of the construction industry, its workflows, and the challenges faced by contractors, engineers, and project managers.
• Familiarity with CRM platforms (e.g., Salesforce, HubSpot) and customer success tools such as ChurnZero, Gainsight, or similar.
• Analytical mindset—comfortable interpreting usage data, spotting trends, and recommending product or service enhancements.

Preferred Qualifications

• Experience in a high‑growth, startup‑style SaaS organization where agility and rapid scaling are the norm.
• Background in B2B onboarding for mid‑market or enterprise customers, especially within construction, engineering, or related heavy‑industry sectors.
• Hands‑on experience with integrations, data migration, API workflows, or technical implementation processes.
• Formal project management certification (PMP, PRINCE2, ScrumMaster, etc.) or equivalent training.
• Exposure to product adoption frameworks such as the Customer Success Playbook, NPS, or CSAT methodologies.

Core Skills & Competencies

• Customer‑Centric Mindset: Passion for delivering an exceptional experience that drives loyalty and advocacy.
• Problem‑Solving Ability: Quickly diagnose issues, propose solutions, and navigate complex technical environments.
• Strategic Thinking: Align onboarding activities with broader business objectives and long‑term customer outcomes.
• Adaptability: Thrive in a fast‑paced, evolving SaaS landscape and embrace continuous improvement.
• Collaboration: Build strong relationships across internal teams and external partners.
• Data‑Driven Decision Making: Leverage analytics to inform actions, measure success, and iterate on processes.
• Presentation Skills: Confidently lead demos, workshops, and executive briefings.

Compensation, Benefits & Perks

We recognize that great talent deserves great rewards. brighthush offers a competitive total cash compensation range of $67,200 – $108,200, inclusive of base salary and performance‑based variable pay. Compensation is calibrated based on experience, location, and market benchmarks.

Our comprehensive benefits package includes:

• Medical, dental, vision, life, and disability insurance.
• 401(k) retirement plan with company match and an Employee Stock Purchase Plan.
• Generous paid time off, holidays, and personal days.
• Tuition reimbursement and continuous learning allowances.
• Well‑being programs, mental‑health resources, and fitness subsidies.
• Exclusive discounts on brighthush tools and partner products.
• Volunteer time off and support for community‑impact initiatives.

Career Growth & Learning Opportunities

At brighthush, your career path is not a straight line—it’s a dynamic journey. You will have access to:

• Learning Portals & Digital Academies: From Lean Academy certifications to university‑level courses, you can upskill in project management, data analytics, product knowledge, and leadership.
• Mentorship Programs: Pair with senior leaders who will guide your professional development and help you navigate internal mobility.
• Cross‑Brand Exposure: Leverage our portfolio of 20+ brands to explore new domains, from industrial tools to smart‑factory solutions.
• Leadership Tracks: Transition into senior Customer Success roles, Product Management, or go‑to‑market positions as you demonstrate impact.

Our Culture – Belong, Grow, Give Back

brighthush is built on a foundation of respect, inclusion, and purpose. We celebrate diverse perspectives, encourage bold ideas, and foster an environment where every voice matters. Highlights of our culture include:

• Inclusive Community: Employee resource groups, cultural celebrations, and a zero‑tolerance policy for discrimination.
• Innovation Labs: Collaborative spaces where you can prototype new features, test emerging technologies, and contribute to our Industry 4.0 initiatives.
• Purpose‑Driven Projects: Participate in sustainability programs, community volunteer days, and global outreach that align with our commitment to social responsibility.
• Recognition & Rewards: Regular acknowledgment of achievements through awards, spot bonuses, and peer‑to‑peer recognition platforms.

How to Apply

If you are ready to champion customer success, drive adoption of industry‑leading construction technology, and grow alongside a visionary organization, we want to hear from you. Click the link below to submit your application and begin the next chapter of your career with brighthush.

Apply To This Job

Join brighthush – Build the Future, Empower the Makers

At brighthush, you’ll do more than fill a role—you’ll become part of a global movement that empowers creators, protects communities, and drives sustainable progress. Together, we’ll write the next chapter of innovation in construction technology. Apply today and help us build a brighter future for the world’s makers.