Senior Customer Engagement Manager – SMB Growth & Retention Specialist for Construction SaaS Solutions at brighthush

Introduction: Join brighthush, the Catalyst for Modern Construction

At brighthush, we are redefining how the construction industry accesses data, builds relationships, and drives growth. Our mission is to empower subcontractors, general contractors, architects, and engineers with the most comprehensive, real‑time insights and cutting‑edge SaaS tools that turn raw information into actionable business decisions. As a remote‑first organization headquartered in the United States, we bring together a diverse, high‑performing team that thrives on curiosity, integrity, and a relentless focus on customer success.

We’re looking for a dynamic Customer Engagement Manager who will become a trusted partner to our SMB customers, guiding them through the full lifecycle of our platform, ensuring they realize maximum value, and turning first‑time users into long‑term advocates. If you are passionate about data, love coaching people, and thrive in a fast‑paced SaaS environment, brighthush offers you the opportunity to shape the future of construction technology while enjoying a flexible, remote work experience.

Key Responsibilities

As the Customer Engagement Manager, you will be the linchpin between our product teams and the SMB community. Your day‑to‑day activities will include:

• Relationship Building: Develop and nurture strong, trust‑based relationships with new and existing clients, understanding their unique challenges and business objectives.
• Proactive Outreach: Design and execute outbound touchpoints—calls, emails, webinars, and in‑app messages—guided by customer health scores and engagement data.
• Onboarding & Training: Lead product demonstrations, live training sessions, and create customized onboarding plans that accelerate adoption and reduce time‑to‑value.
• Retention & Growth: Monitor churn indicators, identify upsell opportunities, and collaborate with sales and product teams to secure renewals and expansion revenue.
• Data‑Driven Insights: Leverage CRM analytics, usage dashboards, and customer feedback to refine engagement strategies and report on key performance metrics.
• Process Excellence: Follow SOPs for all account interactions, ensuring accurate documentation in our CRM and other support tools.
• Cross‑Functional Collaboration: Partner with Marketing, Product, and Support to align messaging, feature adoption, and customer success initiatives.
• Travel & Representation: Attend occasional GTM or team meetings (less than 10% travel) to represent brighthush at industry events and client sites.

Essential Qualifications

We’re looking for candidates who bring a blend of experience, mindset, and skill set that aligns with our culture and goals:

• Education: Bachelor’s degree or equivalent work experience in business, marketing, or a related field.
• Experience: Minimum 2 years in SaaS sales, account management, or customer support, preferably within the construction or related B2B industry.
• Technical Proficiency: Comfortable using Microsoft Office (Word, Excel, PowerPoint) and learning new SaaS products quickly.
• Industry Knowledge: Basic understanding of construction industry dynamics or a proven ability to learn quickly.
• Communication: Excellent written and verbal communication skills, with the ability to translate complex data into clear, actionable insights.
• Relationship Building: Strong interpersonal skills, empathy, and a customer‑first mindset that drives satisfaction and loyalty.
• Accountability: Demonstrated integrity and ownership of outcomes, with a track record of meeting or exceeding KPIs.
• Coaching Ability: Experience guiding customers on best practices, identifying pain points, and recommending solutions.

Preferred Qualifications

While not mandatory, the following will set you apart:

• Experience in a SaaS environment with a focus on subscription renewal and expansion.
• Proficiency with CRM or order‑management systems (e.g., Salesforce, HubSpot).
• Fluency in Spanish (or another language) to support a diverse customer base.
• Background in construction project management or procurement.
• Experience with data‑driven customer success platforms (e.g., Gainsight, Totango).

Skills & Competencies

Success at brighthush requires a blend of technical, analytical, and soft skills:

• 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 believe in investing in our people. As a 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 GTM 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.
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