Senior Customer Success Manager – Construction Technology & Digital Platform Specialist – Driving Client Success at brighthush

About brighthush

brighthush is the world’s most trusted partner for construction professionals, delivering cloud‑based software that redefines how projects are planned, executed, and delivered. With a footprint in over 120 countries and a portfolio that spans more than 4 million projects, we empower builders, contractors, and project teams to collaborate seamlessly, reduce risk, and unlock unprecedented value on every job site.

Our mission is simple yet powerful: empower construction professionals to build better, faster, safer, and more cost‑effective projects through technology and data‑driven insights. As a global leader in digital construction, we combine deep industry expertise with cutting‑edge software to transform the way the built environment is created.

Role Overview

We are seeking an experienced Senior Customer Success Manager with a passion for construction technology and a proven track record of driving customer adoption and satisfaction. In this role, you will be the primary advocate for our clients, ensuring they realize maximum value from our platform, and you will work closely with product, sales, and engineering teams to shape the future of our solutions.

Key Responsibilities

• Client Relationship Stewardship: Build and maintain deep, trusted relationships with senior stakeholders across our client base, serving as the main point of contact for all success-related matters.
• Onboarding & Adoption: Lead the end‑to‑end onboarding process for new customers, ensuring smooth transition from sales to implementation and driving rapid adoption of core features.
• Strategic Account Planning: Develop and execute account plans that align with client business objectives, identifying upsell and cross‑sell opportunities while ensuring long‑term retention.
• Performance Monitoring: Track key success metrics (e.g., NPS, churn, usage rates) and provide actionable insights to both clients and internal stakeholders.
• Issue Escalation & Resolution: Act as the escalation point for high‑impact issues, coordinating with product and support teams to deliver timely, effective solutions.
• Thought Leadership: Represent brighthush at industry events, webinars, and client workshops, positioning the company as a thought leader in construction technology.
• Cross‑Functional Collaboration: Partner with Sales, Marketing, Product, and Engineering to share customer feedback, influence roadmap decisions, and drive continuous improvement.
• Data‑Driven Insights: Leverage analytics to uncover trends, forecast renewal risks, and recommend proactive engagement strategies.
• Team Mentorship: Mentor junior Customer Success Managers, fostering a culture of learning, collaboration, and high performance.

Essential Qualifications

• 10+ years of experience in customer success, account management, or client services within the construction, engineering, or related technology sectors.
• Proven ability to manage large, complex accounts and drive measurable customer outcomes.
• Strong understanding of construction workflows, project management tools, and digital collaboration platforms.
• Excellent communication skills, with the ability to articulate complex technical concepts to non‑technical audiences.
• Data‑driven mindset: proficiency in using CRM (e.g., Salesforce), customer success platforms (e.g., Gainsight), and analytics tools.
• Demonstrated success in reducing churn, increasing upsell revenue, and improving customer satisfaction scores.
• Experience leading cross‑functional initiatives and influencing product strategy.
• Bachelor’s degree in Business, Engineering, Construction Management, or a related field; MBA or advanced degree preferred.

Preferred Qualifications

• Experience working with SaaS or cloud‑based construction software solutions.
• Knowledge of BIM, project scheduling, cost‑control, and safety compliance systems.
• Fluency in multiple languages, especially Spanish or Mandarin, to support our global client base.
• Certified Customer Success Manager (CCSM) or similar credential.
• Track record of building and scaling customer success teams in a high‑growth environment.

Skills & Competencies

• Strategic Thinking: Ability to see the big picture and translate client goals into actionable success plans.
• Relationship Building: Strong interpersonal skills that foster trust and collaboration with C‑level executives.
• Problem Solving: Creative, analytical approach to diagnosing issues and designing effective solutions.
• Project Management: Skilled at coordinating multiple stakeholders, timelines, and deliverables.
• Data Literacy: Comfortable working with dashboards, KPIs, and predictive analytics.
• Adaptability: Thrive in a fast‑paced, evolving environment with shifting priorities.
• Leadership: Ability to inspire and guide junior team members toward shared goals.

Career Growth & Learning Opportunities

At brighthush, we believe that continuous learning fuels innovation. As a Senior Customer Success Manager, you will:

• Participate in leadership development programs that sharpen strategic, financial, and operational acumen.
• Attend industry conferences, webinars, and workshops to stay ahead of construction technology trends.
• Collaborate with product and engineering teams to influence roadmap decisions, giving you a direct impact on the future of our platform.
• Mentor and coach junior team members, building a strong foundation for a future leadership role.
• Benefit from a culture that rewards curiosity, experimentation, and continuous improvement.

Work Environment & Company Culture

brighthush is built on a foundation of collaboration, transparency, and a relentless focus on customer value. Our culture is defined by:

• Innovation: A safe space to experiment, fail fast, and iterate.
• Diversity & Inclusion: A workforce that reflects the global communities we serve.
• Work‑Life Balance: Flexible work arrangements and generous time‑off policies.
• Community Impact: Commitment to sustainability, safety, and social responsibility across all projects.
• Recognition: Regular celebration of individual and team achievements.

Compensation & Benefits

While specific figures vary by location and experience, brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with market rates and experience.
• Performance‑based bonus structure tied to customer success metrics.
• Equity or stock‑option plans to share in the company’s growth.
• Comprehensive health, dental, and vision insurance.
• Retirement savings plan with company match.
• Generous paid time off, parental leave, and flexible working arrangements.
• Professional development budget for certifications, courses, and conferences.
• Wellness programs, including gym memberships and mental health resources.

How to Apply

Ready to shape the future of construction technology and help our clients achieve extraordinary results? Submit your resume and a cover letter that highlights your most impactful customer success achievements. Tell us why you’re excited to join brighthush and how you can contribute to our mission of building better, faster, and safer projects worldwide.

We look forward to exploring how your expertise and passion align with our vision for the future of construction.