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

About brighthush

brighthush is a trailblazer in the construction technology arena, delivering data‑driven insights and cloud‑based tools that empower small‑to‑medium businesses—subcontractors, general contractors, architects, and engineers—to thrive in an increasingly competitive market. With a legacy rooted in partnership and innovation, brighthush transforms raw industry data into actionable intelligence, enabling our customers to make smarter decisions, streamline operations, and unlock new growth opportunities. Our mission is simple: to light the way for construction professionals by providing the most reliable, intuitive, and forward‑thinking solutions on the market.

Why Join brighthush?

At brighthush, you’ll be part of a dynamic, mission‑driven team that values curiosity, collaboration, and continuous improvement. We champion a culture of transparency, empowerment, and customer obsession. Whether you’re a seasoned professional or an ambitious early‑career talent, you’ll find a place where your ideas matter, your growth is supported, and your impact is measurable.

Role Overview

The Senior Customer Engagement Manager will serve as a pivotal member of our Go‑To‑Market (GTM) organization, focusing on the SMB segment of the construction industry. You will be the trusted advisor for our customers, ensuring they derive maximum value from brighthush’s SaaS platform through proactive outreach, tailored training, and continuous support. Your work will directly influence customer satisfaction, adoption, and long‑term retention, driving the success of both our clients and our business.

Key Responsibilities

• Build & Maintain Client Relationships: Develop deep, trust‑based relationships with new and existing SMB customers, understanding their unique challenges and business goals.
• Customer Engagement Program: Design and execute a structured engagement roadmap that includes intentional outbound touchpoints, health‑check calls, and data‑driven insights to keep customers engaged and satisfied.
• Training & Enablement: Deliver product demonstrations, on‑boarding sessions, and ongoing training to help customers maximize platform usage and achieve their objectives.
• Retention & Growth Champion: Monitor key performance indicators (KPIs) such as contact rates, churn, renewal ratios, and usage metrics to identify risk and uncover upsell opportunities.
• Process & SOP Adherence: Follow established Standard Operating Procedures (SOPs) for all customer interactions, ensuring accurate documentation in our CRM and other support tools.
• Cross‑Functional Collaboration: Partner with Sales, Product, Marketing, and Support teams to relay customer feedback, influence product roadmap, and coordinate joint initiatives.
• Data‑Driven Insights: Leverage customer data, usage analytics, and industry trends to provide actionable recommendations that drive adoption and ROI.
• Travel & Representation: Attend occasional GTM or team meetings (less than 10% of the time) to represent brighthush and strengthen client relationships.

Essential Functions

• Execute a comprehensive customer engagement strategy that aligns with the customer journey.
• Provide proactive outreach and support to ensure customers realize value from the platform.
• Conduct product training and enablement sessions tailored to each client’s needs.
• Track and report on retention, renewal, and engagement metrics.
• Maintain meticulous records in the CRM and adhere to SOPs.

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 & Outreach Effectiveness: Frequency and quality of outbound touchpoints.
• Customer Satisfaction: Net Promoter Score (NPS) and CSAT scores.

Required Qualifications

• Bachelor’s degree or equivalent combination of education and experience.
• Minimum of 2 years of experience in SaaS sales, account management, or customer support.
• Proficiency in Microsoft Office (Word, Excel, PowerPoint).
• Rapid learning ability and strong grasp of SaaS product concepts.
• Basic knowledge of the construction industry or a proven ability to acquire industry knowledge quickly.
• Strong personal integrity, accountability, and a results‑oriented mindset.
• Excellent written and verbal communication skills.
• Proven relationship‑building skills with a customer‑focused approach.
• Coaching ability to guide customers on best practices and identify pain points.
• Empathetic mindset with a passion for supporting small‑business growth.

Preferred Qualifications

• Experience working in a SaaS environment with a focus on customer success.
• Familiarity with CRM or order‑management systems.
• Fluency in Spanish (bilingual).
• Experience in the construction or related industries.
• Knowledge of data analytics and reporting tools.

Skills & Competencies

• Strategic Thinking & Execution
• Data Analysis & Insight Generation
• Customer Advocacy & Empathy
• Project Management & Prioritization
• Collaboration & Cross‑Functional Influence
• Adaptability & Continuous Learning
• Presentation & Training Delivery
• Problem‑Solving & Decision Making

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 into leadership roles such as Customer Success Director or Head of Customer Experience.
• Lead cross‑functional initiatives that shape product strategy and market positioning.
• Participate in mentorship programs, both as a mentee and a mentor.
• Access to continuous learning resources, including industry conferences, certifications, and internal knowledge hubs.
• Opportunity to influence the future of construction technology and customer success practices.

Work Environment & Company Culture

brighthush is a fully remote, home‑office‑friendly organization that values flexibility, autonomy, and work‑life balance. Our culture is built on:

• Transparency: Open communication channels and shared objectives.
• Collaboration: Cross‑functional teams that work together to solve complex problems.
• Innovation: A commitment to continuous improvement and experimentation.
• Inclusivity: A diverse workforce that celebrates different perspectives and backgrounds.
• Recognition: Regular acknowledgment of achievements and contributions.

Compensation & Benefits

We offer a competitive base salary of $60,000 plus an uncapped variable bonus structure that rewards performance and impact. In addition, you will enjoy:

• Comprehensive health, dental, and vision insurance plans.
• 401(k) retirement plan with company match.
• Generous paid time off (PTO) and flexible holiday schedule.
• Professional development stipend and access to industry‑leading training.
• Technology stipend for home‑office setup.
• Employee wellness programs and mental health resources.
• Annual performance bonus and potential equity participation.

How to Apply

Ready to make a tangible impact on the construction industry? Submit your application through our careers portal or click the link below to apply directly:

Apply to brighthush Today

Equal Opportunity Statement

brighthush is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All employment decisions are made based on merit, qualifications, and business needs, without regard to age, race, creed, color, religion, sex, national origin, disability status, veteran status, or any other protected characteristic.

Legal & Compliance

• Only candidates legally authorized to work in the United States without future visa sponsorship will be considered.
• Background checks will be conducted post‑conditional offer, in compliance with all applicable federal, state, and local regulations.
• brighthush is committed to providing reasonable accommodations for applicants with disabilities. Please contact [email protected] if you require assistance during the application process.

Join brighthush and Light the Path to Construction Success

As a Senior Customer Engagement Manager, you will be at the forefront of transforming how construction professionals leverage data and technology. Your expertise will help clients unlock new efficiencies, reduce risk, and achieve sustainable growth. If you are passionate about customer success, thrive in a fast‑paced SaaS environment, and want to make a real difference in the construction industry, we want to hear from you.

Apply now and become a key driver of brighthush’s mission to empower the construction community worldwide.