Senior Customer Success Manager – AEC Industry Specialist – Driving Adoption, Retention, and Expansion for Mid‑Market Clients at brighthush
About brighthush
brighthush is a leading provider of cloud‑based enterprise solutions that empower the Architecture, Engineering, and Construction (AEC) industry to streamline project delivery, enhance collaboration, and unlock new revenue streams. With a global footprint and a reputation for innovation, brighthush delivers a suite of integrated tools that help mid‑market firms manage resources, budgets, and workflows with unprecedented precision. Our mission is simple: to enable our customers to focus on what they do best—designing and building the world’s most ambitious projects—while we take care of the technology that makes it possible.
Why Join brighthush?
At brighthush, we believe that success is a team effort. Our culture is built on collaboration, customer obsession, and a relentless drive for excellence. As a Senior Customer Success Manager, you will be at the heart of our customer experience, shaping the way mid‑market AEC firms achieve measurable business outcomes. You’ll work alongside top talent in Sales, Product, Engineering, and Support, and you’ll have the opportunity to influence product direction, drive revenue growth, and build lasting relationships with C‑suite leaders.
Key Responsibilities
- Portfolio Ownership: Manage a portfolio of mid‑market AEC accounts, ensuring high adoption rates, strong renewal performance, and consistent expansion opportunities.
- Strategic Advisory: Build trusted executive relationships with sponsors and key stakeholders, positioning yourself as a strategic partner throughout the customer lifecycle.
- Account Success Planning: Develop and execute comprehensive account success plans that align with each customer’s business objectives, ensuring they realize measurable outcomes and long‑term value.
- Proactive Risk Management: Use health metrics, product usage data, and business insights to identify risks and opportunities, and implement retention and growth strategies accordingly.
- Revenue Collaboration: Partner with Sales to support renewal and expansion opportunities, contributing to Gross Revenue Retention (GRR) and Net Revenue Retention (NRR) goals.
- Executive Business Reviews: Conduct executive business reviews that showcase business value, communicate product roadmap updates, and align on future priorities.
- Cross‑Functional Advocacy: Work closely with Product, Support, Professional Services, Customer Solutions Engineering, Finance, and Marketing to advocate for customer needs and ensure successful outcomes.
- Voice of the Customer: Share trends, feedback, and enhancement opportunities that influence product development and the overall customer experience.
- Customer Advocacy: Build strong relationships and deliver consistently positive experiences that turn customers into advocates for brighthush.
First 90 Days Roadmap
30 Days: Immerse yourself in brighthush’s products, customers, and Customer Success practice through our structured onboarding program. Build relationships across the organization and become familiar with your assigned portfolio.
60 Days: Establish deep relationships with your customer base, master customer health metrics, and begin leading engagements with confidence. Identify risks and opportunities while collaborating internally to deliver value.
90 Days: Independently manage your portfolio, lead executive business reviews, develop strategic account plans, and confidently guide conversations around adoption, business value, renewals, and expansion. By this point, you will be recognized as a trusted advisor by both customers and internal stakeholders.
Essential Qualifications
- 5+ years of Customer Success, Account Management, or consultative customer‑facing experience in B2B SaaS.
- Proven track record of driving adoption, retention, renewals, and expansion across a portfolio of strategic accounts.
- Experience supporting customers within the Architecture, Engineering, and Construction (AEC) industry.
- Strong ability to build credibility and lasting relationships with executive stakeholders, including C‑level leaders.
- Excellent consultative, relationship management, negotiation, and executive presentation skills.
- Experience developing strategic account plans and using customer health data to proactively manage risk and identify growth opportunities.
- Exceptional organizational, analytical, and problem‑solving skills with the ability to manage multiple priorities effectively.
- Comfortable collaborating across Sales, Product, Professional Services, Support, Finance, and Marketing in a fast‑paced, cross‑functional environment.
- Curiosity and aptitude for quickly learning complex software solutions and the industries we serve.
- Bachelor’s degree (or equivalent experience).
Preferred (but not required) Differentiators
- Experience with Enterprise Resource Planning (ERP) and/or Customer Relationship Management (CRM) software.
- Familiarity with Customer Success platforms such as ChurnZero, Gainsight, or Salesforce.
- Track record of conducting Executive Business Reviews (EBRs) and partnering on strategic account planning.
- Experience working within a digital‑first or scaled Customer Success model.
Skills & Competencies
- Strategic Thinking & Execution
- Customer‑Centric Mindset
- Data‑Driven Decision Making
- Influence & Negotiation
- Project Management & Prioritization
- Cross‑Functional Collaboration
- Adaptability & Resilience
- Communication & Presentation Excellence
Career Growth & Learning Opportunities
At brighthush, your professional development is a priority. As a Senior Customer Success Manager, you will have access to:
- Mentorship from senior leaders in Customer Success, Product, and Sales.
- Structured learning paths covering advanced SaaS customer success strategies, AEC industry trends, and product expertise.
- Opportunities to lead cross‑functional initiatives, such as product roadmap workshops or customer advocacy programs.
- Clear progression tracks into Director of Customer Success, VP of Customer Experience, or Product Management roles.
- Regular performance reviews with actionable feedback and growth plans.
Work Environment & Culture
brighthush fosters a collaborative, inclusive, and high‑energy environment where every voice matters. Our core values—Team, Customer‑Focused, Driven, Ownership, and Fun—guide everything we do. You’ll find a workplace that celebrates diversity, encourages innovation, and rewards results. Whether you’re working from our modern headquarters, a flexible remote setup, or a hybrid model, you’ll enjoy:
- Open communication channels and transparent decision‑making.
- Regular team‑building events, hackathons, and industry conferences.
- A culture that values work‑life balance, mental health, and continuous learning.
- Access to cutting‑edge tools and resources that empower you to deliver exceptional customer outcomes.
Compensation, Perks, and Benefits
We offer a competitive total rewards package that includes:
- Base salary range: $93,500 – $110,000 per year, commensurate with experience.
- Performance‑based discretionary bonus potential.
- Employee equity options to share in brighthush’s growth.
- Comprehensive health, dental, and vision insurance plans.
- 401(k) plan with company match.
- Generous paid time off, including vacation, sick leave, and holidays.
- Professional development budget and tuition reimbursement.
- Wellness programs, gym memberships, and mental health resources.
- Flexible work arrangements and remote work options.
Our Commitment to Diversity and Inclusion
brighthush is proud to be an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, religion, sex, national origin, age, disability, veteran status, or any other protected characteristic.
Ready to Make an Impact?
If you are a seasoned Customer Success professional with a passion for the AEC industry, a proven ability to drive adoption and revenue, and a desire to work in a culture that values collaboration and innovation, we want to hear from you. Join brighthush and help shape the future of construction technology while advancing your career in a dynamic, growth‑oriented environment.