Senior Customer Success & Engagement Lead – Accelerating SMB Growth, Retention, and Value Creation in Construction SaaS Ecosystems at brighthush

About brighthush

brighthush is at the forefront of the construction technology revolution, turning complex data into actionable insights that empower small‑to‑medium‑size businesses to thrive. Our cloud‑native SaaS platforms give subcontractors, general contractors, architects, and engineers the tools they need to streamline operations, make smarter decisions, and unlock new revenue streams. By combining proprietary market intelligence with intuitive user experiences, we help our customers stay ahead of market shifts, reduce risk, and drive sustainable growth. At brighthush, we believe that the future of construction is built on data, collaboration, and a relentless focus on customer success.

Why This Role Matters

As the Senior Customer Success & Engagement Lead, you will be the bridge between our technology and the people who rely on it daily. You’ll champion the success of our SMB customers, ensuring they not only adopt our solutions but also realize tangible business value. Your proactive outreach, data‑driven insights, and hands‑on support will directly influence customer satisfaction, retention, and long‑term partnership depth. In short, you’ll help turn first‑time users into lifelong advocates and create a virtuous cycle of growth for both our customers and brighthush.

Role Overview

In this dynamic, remote‑first position, you will own the end‑to‑end customer journey for a portfolio of high‑potential SMB accounts. You will collaborate closely with Sales, Product, Marketing, and Support to deliver a seamless experience that drives adoption, expansion, and advocacy. Your influence will shape product roadmaps, marketing campaigns, and operational processes, ensuring that every touchpoint reflects our commitment to customer success.

Key Responsibilities

Relationship Building & Account Management

• Develop deep, trust‑based relationships with new and existing clients, becoming their go‑to advisor for all things brighthush.
• Understand unique challenges and operational workflows to deliver tailored solutions that fit each customer’s business model.
• Maintain a customer health score dashboard and proactively address any red flags before they become churn risks.
• Serve as the primary point of contact for escalations, ensuring timely resolution and customer satisfaction.

Strategic Customer Engagement Program

• Design and execute a comprehensive engagement roadmap that aligns with each customer’s journey from onboarding to expansion.
• Leverage usage data, health indicators, and proactive touchpoints to keep clients engaged and on track.
• Coordinate quarterly business reviews (QBRs) to showcase ROI, discuss upcoming features, and identify upsell opportunities.
• Develop and maintain a library of best‑practice playbooks that guide customers through common challenges.

Training & Enablement

• Conduct product demonstrations, workshops, and one‑on‑one coaching sessions to help customers master key features.
• Create and maintain learning resources such as playbooks, video tutorials, and FAQ libraries.
• Collaborate with the Product team to provide feedback on usability improvements.
• Lead internal knowledge‑sharing sessions to keep the Customer Success team up to date on new releases.

Performance & KPI Management

• Own and exceed key metrics such as first‑year retention, renewal rates, and engagement scores.
• Use data to identify churn risks and growth opportunities, and develop action plans to mitigate them.
• Report on performance trends to senior leadership and recommend strategic initiatives.
• Maintain accurate forecasting for renewals and expansion opportunities.

Process & SOP Adherence

• Follow standardized operating procedures for all client interactions.
• Log activities accurately in our CRM and other support tools to maintain a single source of truth.
• Continuously refine processes to improve efficiency and customer experience.
• Champion a culture of documentation and knowledge sharing across the team.

Cross‑Functional Collaboration

• Partner with Sales, Product, Marketing, and Support teams to relay customer feedback and influence roadmap decisions.
• Coordinate joint initiatives such as co‑hosted webinars, case studies, and industry events.
• Act as the voice of the customer in internal strategy meetings.
• Collaborate with Marketing to create customer success stories that drive acquisition.

Continuous Improvement

• Stay current on industry trends, competitor offerings, and emerging best practices.
• Share insights with the broader team to refine engagement strategies and product positioning.
• Champion a culture of learning by encouraging knowledge sharing across departments.
• Lead post‑implementation reviews to capture lessons learned and drive process enhancements.

Essential Qualifications

• Bachelor’s degree or equivalent combination of work experience.
• Minimum of 2 years in sales, account management, or customer support within a SaaS environment.
• Proficiency with Microsoft Office Suite (Word, Excel, PowerPoint) and CRM platforms.
• Rapid learning ability – quickly grasp new SaaS products and translate that knowledge into client value.
• Basic understanding of the construction industry, or a proven track record of learning industry nuances swiftly.
• Strong personal integrity and accountability for outcomes.
• Excellent written and verbal communication skills.
• Relationship‑building mindset with a customer‑first focus.
• Coaching skills – guide customers toward best practices and identify pain points with actionable solutions.
• Empathetic approach, especially when supporting small‑business growth.

Preferred Experience & Skills

• Prior experience in a SaaS‑centric organization.
• Familiarity with CRM or order‑management systems.
• Bilingual proficiency (English/Spanish) is a plus.
• Experience working with construction‑industry clients or products.
• Data‑analysis skills – ability to interpret usage metrics and translate them into strategic recommendations.
• Experience with customer success platforms such as Gainsight, Totango, or similar.
• Knowledge of construction project management software and industry standards.

Skills & Competencies

• Strategic thinking and the ability to translate data into actionable plans.
• Exceptional communication and presentation skills.
• Strong analytical mindset with proficiency in Excel and data visualization tools.
• Project management skills – juggling multiple accounts and initiatives simultaneously.
• Customer‑centric mindset with a passion for problem solving.
• Adaptability – thriving in a fast‑paced, evolving SaaS environment.
• Team player who collaborates across functions to deliver a unified customer experience.

Career Growth & Learning Opportunities

At brighthush, we believe that your professional development is as important as the value you deliver to our customers. As the Senior Customer Success & Engagement Lead, you’ll have access to:

• Structured mentorship from senior leaders in Customer Success and Product.
• Regular training on the latest construction market trends, data analytics, and SaaS best practices.
• Cross‑functional projects that expose you to Sales, Marketing, and Product Development.
• Clear career pathways to senior Customer Success roles, Customer Success Leadership, or Product Management.
• Opportunities to lead internal initiatives, such as customer advocacy programs or knowledge‑sharing workshops.
• Annual leadership development programs and access to industry conferences.
• Hands‑on experience with cutting‑edge customer success platforms and analytics tools.

Work Environment & Company Culture

brighthush thrives on a culture of collaboration, innovation, and inclusivity. Even though this is a remote, home‑office role, you’ll feel part of a tight‑knit team that values:

• Transparent communication and open feedback loops.
• Flexibility to balance work and life while meeting customer needs.
• Continuous learning through webinars, industry conferences, and internal knowledge bases.
• A commitment to diversity, equity, and inclusion, ensuring every voice is heard.
• Recognition of achievements through performance bonuses, spot awards, and public shout‑outs.
• Regular virtual team building events and annual in‑person retreats.
• Access to a vibrant community of construction professionals and tech innovators.

Compensation & Benefits

We offer a competitive base salary of $60,000 plus an uncapped variable bonus tied to individual and company performance. In addition, you’ll receive:

• Comprehensive health, dental, and vision insurance plans.
• 401(k) retirement plan with company match.
• Generous paid time off (PTO) and flexible holiday scheduling.
• Professional development budget for courses, certifications, and conferences.
• Wellness stipend and access to virtual fitness classes.
• Annual team retreats and virtual social events.
• Equity participation plan for eligible employees.
• Remote work stipend to support a productive home‑office setup.

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 is made, in compliance with all applicable laws.

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, ancestry, disability status, veteran status, pregnancy, sexual orientation, gender identity, or any other protected characteristic.

Reasonable Accommodation

If you require an accommodation or assistance completing the online application, please email [email protected]. We are committed to providing reasonable accommodations to qualified candidates with disabilities.

Ready to Join brighthush?

If you’re passionate about empowering construction professionals, thrive in a fast‑paced SaaS environment, and want to make a measurable impact on customer success, we want to hear from you. Apply today and become a pivotal part of brighthush’s mission to transform the construction industry through data, technology, and exceptional customer engagement.