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

About brighthush

brighthush is more than a software vendor; we are 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 growth from upsell and cross‑sell opportunities within existing accounts.

Essential Qualifications

• Bachelor’s degree in Business, Marketing, Engineering, or a related field.
• 5+ years of experience in customer success, account management, or client engagement within a SaaS environment.
• Proven track record of driving adoption, retention, and revenue growth for SMB customers.
• Strong analytical mindset with the ability to interpret usage data and translate insights into action.
• Excellent communication and presentation skills, capable of engaging stakeholders at all levels.
• Experience working in a fast‑paced, high‑growth startup or technology company.
• Familiarity with the construction industry, its workflows, and pain points is highly desirable.

Preferred Qualifications

• Advanced degree (MBA, MS) or relevant certifications (CSM, CSPO, or similar).
• Experience with CRM platforms such as Salesforce, HubSpot, or Pipedrive.
• Knowledge of data analytics tools (Tableau, Power BI, Looker) and ability to create dashboards for clients.
• Previous involvement in product roadmap discussions or feature prioritization.
• Multilingual capabilities, especially in Spanish or other regional languages.

Skills & Competencies

• Customer‑centric mindset with a passion for solving real‑world problems.
• Strategic thinking and the ability to translate business objectives into actionable plans.
• Strong project management skills, capable of juggling multiple initiatives simultaneously.
• Data‑driven decision making, with proficiency in Excel, SQL, or similar tools.
• Adaptability and resilience in a dynamic, evolving environment.
• Collaborative spirit, comfortable working cross‑functionally with Sales, Product, Marketing, and Support.
• High emotional intelligence, empathy, and active listening skills.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent and providing clear pathways for advancement. As a Senior Customer Engagement Manager, you will:

• Progress to a Director of Customer Success role, overseeing a team of managers and shaping the overall customer strategy.
• Lead cross‑functional initiatives that influence product development, marketing campaigns, and sales enablement.
• Participate in executive‑level strategy sessions, gaining exposure to high‑impact decision making.
• Access to continuous learning resources, including industry certifications, workshops, and conferences.
• Mentor junior team members, fostering a culture of knowledge sharing and professional growth.

Work Environment & Culture

brighthush thrives on a culture that values innovation, collaboration, and a relentless focus on customer success. Our remote‑first model empowers you to work from anywhere in the continental United States, while our virtual team gatherings keep us connected and aligned. We celebrate diversity, encourage open dialogue, and reward creativity. Whether you’re a seasoned professional or an ambitious newcomer, you’ll find a supportive environment that challenges you to grow and succeed.

Compensation & Benefits

We offer a competitive total rewards package designed to attract top talent and recognize exceptional performance:

• Base salary commensurate with experience and market benchmarks.
• Uncapped variable bonus tied to individual, team, and company performance.
• Comprehensive health, dental, and vision insurance plans.
• 401(k) plan with company match.
• Generous paid time off, including vacation, sick leave, and personal days.
• Flexible work hours and remote work options.
• Professional development budget and tuition reimbursement.
• Employee wellness programs, including virtual fitness classes and mental health resources.
• Annual company retreats and team‑building events.

How to Apply

If you’re ready to make a tangible impact on the construction industry, drive SMB growth, and lead a high‑performing customer engagement team, we want to hear from you. Submit your resume and a brief cover letter outlining why you’re the perfect fit for this role. Join brighthush and help us build the future of construction technology.