Senior Customer Success Manager – Commercial Construction & Change Order Expert – Championing Digital Transformation & Accelerated Growth at brighthush
About brighthush
brighthush is more than a software provider; we are the architects of a new era in commercial construction. Our mission is to dissolve the paper‑heavy, siloed workflows that have long plagued change order management. By turning a traditionally fragmented process into a seamless, cloud‑native experience, we empower general contractors, subcontractors, owners, and finance teams to collaborate in real time, reduce costly delays, and unlock unprecedented profitability.
With a portfolio that already spans the largest players in the industry, brighthush processes over $100 million in change order requests each month and supports more than $20 billion in project value. Our platform is the backbone of a growing ecosystem that includes project managers, procurement teams, and finance departments—all working together through a single, intuitive interface.
We are not just a SaaS vendor; we are a catalyst for transformation. Think of the seismic shift that brighthush brought to tax filing or expense reporting: instant visibility, automated approvals, and data‑driven insights that transform how teams negotiate, document, and close deals. We’re doing the same for construction, delivering a platform that is both powerful and intuitive.
Our growth trajectory is exponential. We’re doubling and tripling revenue year over year, and our product has already achieved strong product‑market fit. We’re looking for leaders who want to be part of a company that is not only scaling fast but also reshaping an entire industry.
Role Overview
As a Senior Customer Success Manager at brighthush, you will be the strategic partner and trusted advisor for our specialty contractor customers. From the moment they sign on to the day they renew, you’ll guide them through adoption, optimization, and expansion. Your blend of industry expertise, project‑management rigor, and consultative mindset will ensure that every client realizes tangible value, drives measurable outcomes, and becomes a vocal advocate for brighthush.
Key Responsibilities
- Customer Onboarding & Adoption – Design and execute a customized onboarding roadmap for each contractor, ensuring seamless integration of our platform into their existing workflows. This includes mapping current processes, identifying pain points, and delivering tailored training sessions.
- Change Order Expertise – Leverage your commercial construction background to coach clients on best practices for managing Change Order Requests (PORs, PM/PE approvals, etc.), reducing cycle times and error rates. Provide actionable guidance on documentation, approval routing, and cost control.
- Strategic Account Management – Build deep relationships with executive stakeholders, understand their business objectives, and identify upsell or expansion opportunities that align with their growth plans. Conduct quarterly business reviews and develop account plans that drive long‑term value.
- Product Evangelism – Serve as the product champion for our customers: conduct feature demos, gather feedback, and translate user insights into actionable product enhancements. Act as the voice of the customer within the product roadmap.
- Cross‑Functional Collaboration – Partner with Sales, Marketing, Product, Finance, and Legal to align on revenue goals, launch plans, and customer success metrics. Facilitate communication between teams to ensure a unified customer experience.
- Data‑Driven Success Metrics – Own and report on key performance indicators such as Net Promoter Score (NPS), Customer Health Score, adoption rates, and renewal probability. Use data to identify trends, forecast churn, and recommend proactive interventions.
- Continuous Improvement – Participate in weekly strategy meetings, feature request review cycles, and post‑implementation reviews to refine our success framework. Champion a culture of learning and process optimization.
- Thought Leadership – Represent brighthush at industry events, webinars, and user groups, positioning the company as a thought leader in construction technology. Publish whitepapers, case studies, and blog posts that showcase success stories.
Essential Qualifications
- 3+ years of experience in the commercial construction industry, with a proven track record managing Change Order Requests or related procurement processes.
- Strong project‑management skills: ability to orchestrate complex initiatives, manage timelines, and deliver results under tight deadlines.
- Exceptional communication skills – both verbal and written – with the ability to translate technical concepts into clear, actionable insights for diverse audiences.
- Strategic mindset: capable of painting a compelling vision that inspires teams while also diving deep into operational details.
- Collaborative spirit: experience working with cross‑functional stakeholders, including senior post‑sales leadership, sales, marketing, product, finance, and legal.
- Influence & challenge conventional wisdom: a track record of driving change and improving processes in a dynamic environment.
- Customer‑centric attitude: a passion for delivering exceptional service and building long‑term relationships.
Preferred Qualifications
- Experience in a SaaS or technology‑focused company, ideally within the construction or infrastructure sector.
- Knowledge of construction project management software (e.g., brighthush, brighthush or similar).
- Data‑analysis proficiency: comfortable working with dashboards, CRM data, and customer health metrics.
- Background in change‑order negotiation or contract administration.
- Previous experience in a customer success or account‑management role at a high‑growth startup.
What You’ll Bring to the Team
We’re looking for a proactive, results‑driven professional who thrives in a fast‑paced, high‑growth environment. You’ll be a natural storyteller, able to articulate the value of our platform in terms that resonate with contractors, owners, and executives alike. Your analytical mindset will help you uncover insights from usage data, while your empathy will guide you in crafting personalized success plans that address each client’s unique challenges.
Career Growth & Learning Opportunities
- Lead the development of brighthush’s customer success strategy, shaping the onboarding process, growth playbooks, and feedback loops.
- Collaborate closely with executive leadership, gaining exposure to product vision, go‑to‑market strategy, and company‑wide initiatives.
- Work on a cutting‑edge product category that has already achieved product‑market fit, positioning you as an industry expert.
- Participate in continuous learning programs, including leadership workshops, industry conferences, and technical training.
- Advance into senior leadership roles such as Director of Customer Success or VP of Customer Experience.
Work Environment & Culture
At brighthush, we foster a culture of transparency, collaboration, and innovation. Our team is geographically distributed, allowing for flexible remote work while maintaining a strong sense of community through regular virtual town halls, hackathons, and social events. We celebrate diversity, encourage open dialogue, and reward creativity. Every team member is empowered to make an impact, and we provide the resources and mentorship needed to grow both personally and professionally.
Compensation & Benefits
We offer a competitive, market‑aligned salary package for a Series B company, complemented by:
- Subsidized health, vision, and dental coverage for you and your immediate family.
- Generous paid time off, including vacation, sick leave, and personal days.
- Early‑stage equity that aligns your success with the company’s long‑term growth.
- Flexible remote work policy, with optional on‑site retreats and team‑building trips.
- Professional development stipend for courses, certifications, and conferences.
- Access to cutting‑edge tools and technology to support your day‑to‑day work.
How to Apply
If you’re passionate about transforming the commercial construction industry, have a deep understanding of change order processes, and thrive in a high‑growth, customer‑centric environment, we’d love to hear from you. Join brighthush and help us build the future of construction technology.