Senior Customer Engagement Manager – SMB Growth & Retention Lead for Construction SaaS Solutions – Remote, Data‑Driven, Customer‑Centric, Accelerating Adoption, Expansion, and Loyalty

About brighthush

brighthush is more than a software provider; we are a catalyst for transformation in the construction industry. By marrying real‑time data intelligence with intuitive collaboration tools, we empower subcontractors, general contractors, architects, and engineers to make decisions faster, reduce risk, and unlock new revenue streams. Our platform consolidates project data, financial metrics, and field updates into a single, user‑friendly dashboard, enabling teams to stay aligned and accelerate project delivery.

Founded on curiosity, integrity, and an unwavering commitment to customer success, brighthush has rapidly become the go‑to partner for construction professionals who demand precision, transparency, and measurable results. Our remote‑first culture encourages flexibility, collaboration, and continuous learning, allowing our team members to thrive wherever they choose to work.

Why This Role Matters

As the Senior Customer Engagement Manager, you will be the linchpin that turns first‑time users into long‑term advocates. Your strategic vision, data‑driven insights, and coaching prowess will shape the customer journey from onboarding to renewal, ensuring that every client extracts maximum value from our platform. In a market where customer experience can be the single most differentiating factor, your impact will directly influence revenue growth, churn reduction, and brand reputation.

Key Responsibilities

• Customer Lifecycle Stewardship: Own the entire customer lifecycle—from initial discovery calls to post‑implementation reviews—ensuring a seamless transition and sustained engagement.
• Strategic Onboarding & Training: Design and deliver customized onboarding roadmaps, live demos, and training workshops that accelerate time‑to‑value and drive adoption of core features.
• Proactive Engagement & Outreach: Execute a multi‑channel outreach strategy—calls, emails, webinars, in‑app messaging—guided by health scores, usage patterns, and business milestones.
• Retention & Expansion Leadership: Monitor churn indicators, identify upsell and cross‑sell opportunities, and collaborate with Sales and Product to secure renewals and expansion revenue.
• Data‑Driven Insight Generation: Leverage CRM analytics, usage dashboards, and customer feedback to refine engagement tactics, forecast renewal risk, and report on key performance metrics.
• Process & Documentation Excellence: Maintain meticulous records in our CRM, adhere to SOPs, and ensure all customer interactions are accurately documented for future reference.
• Cross‑Functional Collaboration: Partner with Marketing, Product, and Support to align messaging, feature adoption, and customer success initiatives, ensuring a unified customer experience.
• Thought Leadership & Representation: Represent brighthush at industry events, webinars, and client meetings (less than 10% travel), sharing insights and gathering feedback to inform product strategy.

Essential Qualifications

• Education: Bachelor’s degree in Business, Marketing, Engineering, or a related field, or equivalent professional experience.
• Experience: Minimum 3 years in SaaS customer success, account management, or sales, preferably within the construction or related B2B sector.
• Technical Proficiency: Comfortable navigating Microsoft Office, CRM systems, and new SaaS products; quick to learn and adapt to evolving technology.
• Industry Insight: Solid understanding of construction project workflows, procurement cycles, and industry pain points, or a proven ability to learn rapidly.
• Communication Mastery: Exceptional written and verbal communication skills, with the ability to translate complex data into clear, actionable insights for diverse audiences.
• Relationship Building: Empathetic, customer‑first mindset that drives satisfaction, loyalty, and long‑term partnership.
• Accountability & Ownership: Track record of meeting or exceeding KPIs, taking ownership of outcomes, and demonstrating integrity in all interactions.
• Coaching & Mentoring: Experience guiding customers on best practices, identifying pain points, and recommending solutions that align with business objectives.

Preferred Qualifications

• Experience managing subscription renewals and expansion in a SaaS environment.
• Proficiency with CRM platforms such as Salesforce, HubSpot, or similar.
• Fluency in Spanish or another language to support a diverse customer base.
• Background in construction project management, procurement, or field operations.
• Familiarity with customer success platforms like Gainsight, Totango, or similar.

Skills & Competencies

• Analytical Thinking: Ability to interpret usage data, spot trends, and translate insights into actionable plans.
• Strategic Planning: Design engagement roadmaps that align with customer goals and business outcomes.
• Project Management: Coordinate multiple initiatives simultaneously while meeting deadlines.
• Adaptability: Thrive in a fast‑moving environment, pivoting priorities as new product features or market demands arise.
• Team Collaboration: Work effectively with cross‑functional teams, fostering a culture of shared success.
• Customer Advocacy: Champion the voice of the customer within brighthush, ensuring their needs shape product evolution.

Career Growth & Learning Opportunities

At brighthush, we view your career trajectory as a partnership. As a Senior Customer Engagement Manager, you will:

• Progress into senior customer success roles such as Customer Success Lead or Director of Client Engagement.
• Gain exposure to product strategy, data analytics, and go‑to‑market initiatives, broadening your skill set across the organization.
• Participate in continuous learning programs, including industry certifications, leadership workshops, and technical training.
• Leverage mentorship from senior leaders who have built careers in SaaS and construction technology.
• Contribute to brighthush’s thought leadership by speaking at webinars, writing case studies, and sharing best practices with the community.

Work Environment & Company Culture

brighthush is a remote‑first company that values flexibility, collaboration, and a healthy work‑life balance. Our culture is built on:

• Integrity & Accountability: We hold ourselves to the highest ethical standards and take ownership of our results.
• Customer‑Centricity: Every decision is guided by the goal of delivering exceptional value to our clients.
• Innovation & Data‑Driven Decision Making: We harness data to drive product improvements and customer success strategies.
• Diversity & Inclusion: We celebrate diverse perspectives and foster an inclusive environment where everyone can thrive.
• Collaboration & Transparency: Open communication channels and cross‑team collaboration are the norms.
• Continuous Growth: We encourage curiosity, experimentation, and professional development.

Compensation, Perks, and Benefits

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

• Uncapped Variable Bonus: Performance‑based incentives that reward your impact on customer retention and expansion.
• Health & Wellness: Comprehensive medical, dental, and vision plans, along with mental health resources.
• Retirement Savings: 401(k) plan with company match to help secure your future.
• Paid Time Off: Generous PTO, sick leave, and flexible holiday scheduling to support work‑life balance.
• Professional Development: Reimbursement for certifications, conferences, and training courses that enhance your expertise.
• Remote Work Flexibility: Fully remote role with the option to work from any location, supported by a stipend for home‑office setup.

How to Apply

If you are a customer‑obsessed, data‑driven professional who thrives in a fast‑paced SaaS environment and is passionate about empowering the construction industry, we want to hear from you. Submit your resume and a brief cover letter outlining why you are the ideal fit for the Senior Customer Engagement Manager role at brighthush.

Join brighthush and help shape the future of construction technology—one engaged customer at a time.