Senior Customer Engagement Manager – Driving SMB Growth, Retention, and Adoption in the Construction SaaS Ecosystem at brighthush

About brighthush

brighthush is not just a software company; it is a movement that is redefining how construction professionals manage projects in the 21st century. By fusing advanced data analytics with intuitive, cloud‑based tools, we give subcontractors, general contractors, architects, and engineers the power to make smarter decisions, reduce risk, and scale their businesses with confidence. Our platform transforms 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 more than a software vendor; we are a catalyst for growth, helping 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 growth from cross‑sell and add‑on opportunities.
• Customer Satisfaction Score (CSAT) – Feedback from post‑interaction surveys.

Essential Qualifications

• Bachelor’s degree or equivalent work experience.
• Minimum of 2 years in SaaS sales, account management, or customer support.
• Proficiency in Microsoft Office (Word, Excel, PowerPoint).
• Rapid learning ability – quickly master new SaaS products and industry concepts.
• Basic knowledge of the construction industry or a proven ability to learn it swiftly.
• Strong personal integrity and accountability for outcomes.
• Excellent written and verbal communication skills.
• Relationship‑building mindset with a customer‑first focus.
• Coaching skills – help customers identify pain points and implement best practices.
• Empathetic approach – support small business growth and customer success.
• Experience with CRM systems (e.g., Salesforce, HubSpot) and data analytics tools.
• Self‑motivated, organized, and able to manage multiple priorities in a fast‑paced environment.

Preferred Experience & Skills

• Experience in a SaaS environment, especially within the construction or related industries.
• Familiarity with CRM or order management systems.
• Bilingual (English/Spanish) – a significant advantage in serving diverse SMB clients.
• Track record of meeting or exceeding engagement and retention KPIs.
• Data‑driven mindset – ability to analyze usage metrics and translate insights into action.
• Knowledge of construction project management software and industry standards.
• Experience with customer success platforms (e.g., Gainsight, Totango).

What You’ll Learn & Grow

At brighthush, you’ll gain exposure to:

• Advanced customer success frameworks and lifecycle management.
• Construction industry dynamics, from project procurement to project closeout.
• Data analytics tools that power predictive customer health scoring.
• Strategic partnership building with cross‑functional teams.
• Leadership skills through mentorship and project ownership.
• Product roadmap influence based on real‑world customer feedback.
• Global best practices in SaaS customer engagement and retention.

Career Growth Opportunities

We believe in nurturing talent from the ground up. As a Senior Customer Engagement Manager, you’ll have clear pathways to:

• Senior Customer Success Manager: Lead larger accounts and mentor junior team members.
• Customer Success Director: Shape the overall strategy, manage a team of managers, and influence product direction.
• Product Management: Transition into product roles, leveraging deep customer insights to drive feature development.
• Sales Leadership: Move into account executive or sales director roles, using your customer success experience to close larger deals.
• Continuous learning through internal certifications, industry conferences, and a generous professional development stipend.

Work Environment & Culture

Our remote, home‑office model means you can work from anywhere in the continental United States. We foster a culture of autonomy, collaboration, and continuous learning. Expect:

• Weekly virtual team huddles to share wins, challenges, and best practices.
• Access to a digital knowledge base, training modules, and industry webinars.
• Annual virtual retreats and optional in‑person meetups for team building.
• A transparent performance review process that rewards initiative and results.
• Cross‑departmental “innovation sprints” where you can pitch ideas that directly impact customers.
• Flexible working hours to accommodate different time zones and personal commitments.

Compensation & Benefits

While the base salary for this role starts at $60,000, the total compensation package is highly competitive and includes:

• Uncapped variable bonus tied to individual and company performance.
• Health, dental, and vision insurance.
• 401(k) plan with company match.
• Paid time off, holidays, and flexible working hours.
• Professional development stipend and access to industry conferences.
• Employee wellness programs and mental health resources.
• Technology stipend for home‑office setup.
• Employee referral bonus program.

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. If you need reasonable accommodation during the application process, please email [email protected].

To apply, submit your resume and a brief cover letter outlining why you’re the ideal fit for this role. Our hiring team will review your application and reach out within 10 business days to schedule a discovery call.

Join brighthush Today

Ready to make a tangible impact on the construction industry? If you’re passionate about customer success, thrive in a fast‑paced SaaS environment, and want to help SMBs unlock their full potential, we want to hear from you. Apply now and become a key driver of growth at brighthush.