Seasoned Customer Engagement Manager – Driving SMB Growth, Retention, and Success in Construction SaaS Solutions

About brighthush

brighthush is a trailblazing force in the construction technology landscape, dedicated to equipping small‑to‑medium‑size businesses with the data, insights, and digital tools they need to thrive. By fusing proprietary market intelligence with intuitive SaaS platforms, brighthush empowers subcontractors, general contractors, architects, and engineers to make smarter decisions, streamline operations, and unlock new revenue streams. Our mission is simple yet powerful: to transform raw data into actionable guidance that fuels sustainable growth and strengthens the fabric of the construction community.

Why This Role Matters

As a Customer Engagement Manager at brighthush, you will be the linchpin that connects our cutting‑edge technology to the people who use it every day. You’ll champion the success of our SMB customers, ensuring they not only adopt our solutions but also realize tangible business value. Your proactive outreach, data‑driven insights, and hands‑on support will directly influence customer satisfaction, retention, and long‑term partnership depth. In short, you’ll help turn first‑time users into lifelong advocates.

Key Responsibilities

• Relationship Building & Account Management – Cultivate deep, trust‑based relationships with new and existing clients. Understand their unique challenges, goals, and operational workflows to deliver tailored solutions.
• Strategic Customer Engagement Program – Design and execute a comprehensive engagement roadmap that aligns with each customer’s journey. Leverage health indicators, usage data, and proactive touchpoints to keep clients engaged and on track.
• Training & Enablement – Conduct product demonstrations, workshops, and one‑on‑one coaching sessions. Help customers master key features, create custom profiles, and optimize saved searches.
• Performance & KPI Management – Own and exceed key metrics such as first‑year retention, renewal rates, and engagement scores. Use data to identify churn risks and growth opportunities.
• Process & SOP Adherence – Follow standardized operating procedures for all client interactions. Log activities accurately in our CRM and other support tools to maintain a single source of truth.
• Cross‑Functional Collaboration – Partner with Sales, Product, Marketing, and Support teams to relay customer feedback, influence roadmap decisions, and coordinate joint initiatives.
• Continuous Improvement – Stay current on industry trends, competitor offerings, and emerging best practices. Share insights with the broader team to refine engagement strategies.

Success Metrics

• First‑Year Retention Rate – Percentage of clients retained through their first renewal date.
• Renewal Rate – Percentage of clients renewing beyond their first year.
• Engagement Metrics – Usage rates and interaction levels with core platform features during the first year.
• Contact & Outreach Effectiveness – Frequency and quality of outbound touchpoints, measured against predefined health thresholds.

Essential Qualifications

• Bachelor’s degree or equivalent combination of work experience.
• Minimum of 2 years in sales, account management, or customer support within a SaaS environment.
• Proficiency with Microsoft Office Suite (Word, Excel, PowerPoint).
• Rapid learning ability – quickly grasp new SaaS products and translate that knowledge into client value.
• Basic understanding of the construction industry, or a proven track record of learning industry nuances swiftly.
• Strong personal integrity and accountability for outcomes.
• Excellent written and verbal communication skills.
• Relationship‑building mindset with a customer‑first focus.
• Coaching skills – guide customers toward best practices and identify pain points with actionable solutions.
• Empathetic approach, especially when supporting small‑business growth.

Preferred Experience & Skills

• Prior experience in a SaaS‑centric organization.
• Familiarity with CRM or order‑management systems.
• Bilingual proficiency (English/Spanish) is a plus.
• Experience working with construction‑industry clients or products.
• Data‑analysis skills – ability to interpret usage metrics and translate them into strategic recommendations.

Career Growth & Learning Opportunities

At brighthush, we believe that your professional development is as important as the value you deliver to our customers. As a Customer Engagement Manager, you’ll have access to:

• Structured mentorship from senior leaders in Customer Success and Product.
• Regular training on the latest construction market trends, data analytics, and SaaS best practices.
• Cross‑functional projects that expose you to Sales, Marketing, and Product Development.
• Clear career pathways to senior Customer Success roles, Customer Success Leadership, or Product Management.
• Opportunities to lead internal initiatives, such as customer advocacy programs or knowledge‑sharing workshops.

Work Environment & Company Culture

brighthush thrives on a culture of collaboration, innovation, and inclusivity. Even though this is a remote, home‑office role, you’ll feel part of a tight‑knit team that values:

• Transparent communication and open feedback loops.
• Flexibility to balance work and life while meeting customer needs.
• Continuous learning through webinars, industry conferences, and internal knowledge bases.
• A commitment to diversity, equity, and inclusion, ensuring every voice is heard.
• Recognition of achievements through performance bonuses, spot awards, and public shout‑outs.

Compensation & Benefits

We offer a competitive base salary of $60,000 plus an uncapped variable bonus** tied to individual and company performance. In addition, you’ll receive:

• Comprehensive health, dental, and vision insurance plans.
• 401(k) retirement plan with company match.
• Generous paid time off (PTO) and flexible holiday scheduling.
• Professional development budget for courses, certifications, and conferences.
• Wellness stipend and access to virtual fitness classes.
• Annual team retreats and virtual social events.

Eligibility & Application Process

We are only considering candidates who are legally authorized to work in the United States and who do not require sponsorship for employment visa status. A background check will be conducted after a conditional offer is made, in compliance with all applicable laws.

Equal Opportunity Statement

brighthush is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All employment decisions are made based on merit, qualifications, and business needs, without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, pregnancy, sexual orientation, gender identity, or any other protected characteristic.

Reasonable Accommodation

If you require an accommodation or assistance completing the online application, please email [email protected]. We are committed to providing reasonable accommodations to qualified candidates with disabilities.

Ready to Join brighthush?

If you’re passionate about empowering construction professionals, thrive in a fast‑paced SaaS environment, and want to make a measurable impact on customer success, we want to hear from you. Apply today and become a pivotal part of brighthush’s mission to transform the construction industry through data, technology, and exceptional customer engagement.