Senior Customer Success Manager – Construction ERP & SaaS Solutions – Championing Adoption, Retention, Expansion, and Customer Advocacy at brighthush

Welcome to brighthush – Where Construction Meets Innovation

brighthush is not just a software vendor; we are a movement that is reshaping the construction industry. With a cloud‑based Enterprise Resource Planning (ERP) platform that unifies project management, finance, procurement, and field operations, we empower specialty contractors and large‑scale construction firms across North America and beyond to build smarter, faster, and more sustainably. Over 160,000 organizations trust our solutions to streamline their workflows, reduce costs, and accelerate project delivery. Our mission is simple yet powerful: give every employee the freedom to focus on what matters most—building the future.

At brighthush, technology is a tool, not a destination. We blend deep industry expertise with relentless innovation, delivering AI‑enhanced tools, intuitive user experiences, and a customer‑first mindset that sets us apart in a crowded market. The Customer Success team sits at the heart of everything we do, ensuring that every client not only adopts our platform but thrives on it.

Role Overview – Your Impact as a Senior Customer Success Manager

As a Senior Customer Success Manager at brighthush, you will be the trusted partner for a curated portfolio of construction ERP customers. Your mission is to unlock the full value of our platform, ensuring measurable business outcomes while fostering long‑term loyalty and expansion. You will collaborate closely with Sales, Renewals, Professional Services, and Product teams to translate customer needs into actionable insights and strategic initiatives.

Why This Role Matters

• Drive adoption and usage of brighthush’s construction ERP modules across diverse operational teams.
• Identify upsell and cross‑sell opportunities that align with customers’ evolving business goals.
• Serve as the primary advocate for customers within brighthush, ensuring their voice shapes product roadmaps.
• Leverage AI‑powered analytics to anticipate risks, recommend proactive actions, and deliver data‑driven value.

Key Responsibilities – Your Day‑to‑Day Success Playbook

Customer Portfolio Management

• Own a defined set of brighthush customers, acting as their main point of contact throughout the entire lifecycle.
• Maintain a deep understanding of each customer’s business model, challenges, and success metrics.
• Develop and execute tailored success plans that align with each customer’s strategic objectives.
• Track and report on key performance indicators such as adoption rate, renewal probability, and expansion revenue.

Strategic Business Reviews & Value Demonstration

• Conduct quarterly business reviews that link brighthush capabilities to tangible construction outcomes.
• Present data‑rich insights on adoption, ROI, and operational efficiencies.
• Identify and articulate expansion opportunities that resonate with the customer’s growth trajectory.
• Collaborate with the Product team to showcase upcoming features that address customer pain points.

Stakeholder Relationship Building

• Build trust with project managers, finance teams, and C‑suite executives across multiple organizations.
• Position brighthush as a strategic partner rather than a mere software vendor.
• Facilitate cross‑functional collaboration to ensure seamless delivery of value.
• Act as the customer’s internal champion, ensuring their needs are heard across all departments.

Adoption & Optimization

• Guide customers through feature optimization, ensuring they fully leverage the platform’s capabilities.
• Partner with Professional Services to orchestrate onboarding, training, and optimization projects.
• Track adoption milestones and outcome achievements, adjusting strategies as needed.
• Develop and deliver best‑practice guides, webinars, and knowledge base articles tailored to each customer.

Risk Management & Escalation Ownership

• Use customer health data and AI‑enhanced predictive insights to spot risks before they become problems.
• Develop mitigation plans in collaboration with Renewals, Support, and Product teams.
• Own end‑to‑end resolution of escalations, maintaining clear communication and documenting lessons learned.
• Implement post‑resolution reviews to refine processes and prevent recurrence.

Feedback & Continuous Improvement

• Collect and translate customer feedback into actionable product and service enhancements.
• Represent the customer’s voice in internal strategy sessions and product roadmap discussions.
• Champion a culture of continuous improvement across the organization.
• Lead cross‑functional workshops to surface insights and drive innovation.

Essential Qualifications – What We Expect

• Minimum of 2 years of experience managing customer portfolios in a SaaS or technology environment.
• Proven track record of driving product adoption and delivering measurable business outcomes.
• Strong grasp of Customer Success methodologies, frameworks, and best practices.
• Familiarity with SaaS business models, customer health metrics, and retention drivers.
• Excellent written and verbal communication skills, capable of engaging both technical and executive stakeholders.
• Exceptional organizational skills, able to juggle multiple accounts and competing priorities.
• Analytical mindset with the ability to interpret usage data, trends, and health indicators.
• Relationship‑building prowess that fosters genuine trust and long‑term engagement.
• Experience advocating for customers across an organization and driving cross‑functional solutions.

Preferred Qualifications – Bonus Points

• Experience with construction ERP, project management software, or similarly complex operational platforms.
• Deep understanding of the construction industry, specialty contracting, and the operational challenges faced by enterprise contractors.
• Familiarity with change management principles relevant to product adoption and usage growth.
• Hands‑on experience with Customer Success Platforms (e.g., brighthush, brighthush) and CRM tools such as brighthush.
• Comfort working with AI‑enabled tools and data platforms to inform customer strategy.
• Exposure to enterprise or strategic customer accounts.

Skills & Competencies – The DNA of Success

• Strategic Thinking – Ability to see the big picture while managing day‑to‑day details.
• Consultative Selling – Skill in uncovering hidden needs and presenting tailored solutions.
• Data‑Driven Decision Making – Proficiency in using analytics to guide actions.
• Project Management – Capacity to coordinate cross‑functional initiatives and meet deadlines.
• Customer‑Centric Mindset – Passion for delivering exceptional experiences and outcomes.
• Adaptability – Comfort navigating change and ambiguity in a fast‑paced environment.
• Collaboration – Strong teamwork skills across sales, product, support, and professional services.

Career Growth & Learning Opportunities – Your Path to Excellence

At brighthush, your professional development is a top priority. We offer:

• Structured mentorship programs with senior leaders.
• Access to industry conferences, webinars, and training courses.
• Internal mobility pathways to explore roles in Sales, Product, and Consulting.
• Regular performance reviews that align goals with career aspirations.
• Opportunities to lead cross‑functional projects and influence product strategy.
• Dedicated learning budget for certifications, courses, and conferences.

Work Environment & Culture – Where Innovation Thrives

Our culture is built on three pillars: Innovation, Collaboration, and Authenticity. Employees at brighthush enjoy:

• Hybrid work model with flexible office and remote options.
• Inclusive, high‑performing teams that celebrate diversity and encourage open dialogue.
• Regular team‑building events, hackathons, and wellness initiatives.
• A transparent, merit‑based promotion system that rewards impact and initiative.
• Access to cutting‑edge technology and tools that empower you to work smarter.
• Community outreach programs that give back to the construction industry.

Compensation & Benefits – We Value Your Contribution

We offer a competitive base salary ranging from $70,000 to $80,000 annually, with On‑Target Earnings (OTE) that reflect your performance and impact. In addition, you will receive:

• 22 days of paid time off plus 11 company‑paid holidays.
• Comprehensive medical, dental, and vision insurance plans.
• 5% 401(k) company match to help you build your future.
• Flexible benefits package with options to customize coverage.
• Employee stock purchase plan and performance‑based bonuses.
• Wellness stipend, gym memberships, and mental health resources.
• Professional development budget and tuition reimbursement.
• Annual performance bonus potential based on company and individual metrics.

How to Apply – Join the brighthush Revolution

If you are passionate about transforming the construction industry, thrive in a collaborative environment, and are ready to make a tangible impact on customers’ success, we want to hear from you. Submit your resume and a brief cover letter outlining why you are the perfect fit for the Senior Customer Success Manager role at brighthush.

Closing Statement – Your Future Starts Here

At brighthush, we believe that great technology is only as valuable as the results it delivers. As a Senior Customer Success Manager, you will be the catalyst that turns our customers’ investment into measurable growth and lasting partnership. Join us and help shape the future of construction technology—where you can love what you do, love how you live, and most importantly, be authentically you.