Senior Customer Engagement Manager – Accelerating SMB Growth, Retention, and Platform Adoption in the Construction SaaS Ecosystem at brighthush
About brighthush
brighthush is more than a software vendor; it is a catalyst for transformation in the construction industry. By marrying sophisticated data analytics with intuitive, cloud‑based tools, we empower subcontractors, general contractors, architects, and engineers to make smarter decisions, reduce risk, and scale their businesses with confidence. Our platform turns raw project data into actionable insights, enabling small and medium‑sized enterprises to cut costs, improve collaboration, and unlock new revenue streams. Founded on a legacy of trust, innovation, and community, brighthush has become the go‑to partner for construction professionals who demand real‑time visibility, seamless collaboration, and predictive analytics. We are not just building software; we are building a movement that helps our customers thrive in an industry that is rapidly evolving.
Why Join brighthush?
When you become part of the brighthush family, you’re not just filling a role—you’re shaping the future of construction technology. Here’s what makes us stand out:
- Impactful Work: Your initiatives directly influence how thousands of construction professionals operate, helping them save time, reduce risk, and grow revenue.
- Remote Flexibility: Work from anywhere in the continental United States—no commute, no office walls, just a laptop and a passion for customer success.
- Growth Pathways: Clear career ladders, mentorship programs, and access to industry conferences and training.
- Competitive Compensation: Base salary plus uncapped variable bonus, comprehensive benefits, and a culture that rewards performance.
- Diverse & Inclusive Culture: A workplace where every voice is heard, and diversity of thought fuels innovation.
- Community Impact: By helping SMBs thrive, you’re contributing to healthier local economies and safer construction sites.
Position Overview
The Senior Customer Engagement Manager is a pivotal member of brighthush’s Go‑to‑Market (GTM) organization, dedicated to empowering our SMB customer base. You will partner with subcontractors, general contractors, architects, and engineers to ensure they derive maximum value from our SaaS platform. By combining data analytics, proactive outreach, and best‑practice coaching, you’ll drive adoption, nurture long‑term relationships, and ultimately boost retention and revenue.
Key Responsibilities
- Relationship Building: Cultivate strong, trust‑based relationships with new and existing clients, understanding their unique challenges and goals.
- Customer Journey Management: Design and execute a structured engagement program that maps the entire customer lifecycle, from onboarding to renewal.
- Proactive Outreach: Use customer health indicators, usage data, and market trends to identify opportunities for outreach, risk mitigation, and upsell.
- Training & Enablement: Deliver product demonstrations, workshops, and one‑on‑one coaching sessions to help customers maximize platform value.
- Performance Tracking: Monitor and report on key metrics such as contact rate, churn, renewal ratios, and feature adoption.
- Process Adherence: Follow SOPs for all account interactions, ensuring accurate data entry in CRM and other tools.
- Cross‑Functional Collaboration: Work closely with Sales, Product, Marketing, and Support teams to surface customer insights and drive product improvements.
- Continuous Improvement: Identify gaps in the customer experience and propose solutions that enhance satisfaction and retention.
- Thought Leadership: Represent brighthush at industry events, webinars, and user groups, positioning the brand as a trusted advisor.
- Strategic Account Planning: Develop account plans that align with customer business objectives and brighthush’s growth strategy.
Key Metrics for Success
- 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 engagement with key platform features during the first year.
- Contact Rate – Frequency and quality of proactive outreach to customers.
- Churn Reduction – Decrease in churn attributable to engagement initiatives.
- Upsell & Expansion – Revenue Apply for this job