Senior Customer Success Manager – Mid‑Market AEC Growth & Strategy Partner – Driving Adoption, Retention, Expansion, and Executive Advocacy for Architecture, Engineering & Construction Clients in a Digital‑First SaaS Environment at brighthush

About brighthush

brighthush is more than a SaaS platform; it is a catalyst for digital transformation across the Architecture, Engineering, and Construction (AEC) ecosystem. By weaving together project transparency, real‑time analytics, and seamless collaboration tools, we empower AEC professionals to manage complex projects, streamline workflows, and deliver measurable value to their clients. Our mission is simple yet ambitious: to make every AEC project smarter, faster, and more sustainable.

At brighthush, technology is only as powerful as the people who use it. That’s why we pair cutting‑edge software with a culture of customer obsession, continuous learning, and cross‑functional teamwork. Whether you’re a seasoned industry veteran or a fresh talent eager to make an impact, you’ll find a place where your ideas are heard, your growth is accelerated, and your contributions directly shape the future of the AEC industry.

Position Overview

As a Senior Customer Success Manager at brighthush, you will serve as the strategic advisor for a portfolio of mid‑market AEC customers. Your primary mission is to drive adoption, retention, expansion, and long‑term success by building trusted executive relationships and translating our platform’s capabilities into tangible business outcomes. You will partner closely with Sales, Product, Customer Solutions Engineering, Support, Finance, and Marketing to create a seamless customer experience and uncover new growth opportunities.

Why brighthush?

• Purpose‑Driven Product: Solve real challenges in the AEC industry with a platform that is changing how professionals work.
• Data‑Centric Culture: Make decisions based on metrics, insights, and continuous improvement.
• Collaborative Environment: Work with high‑energy, cross‑functional teams that value teamwork, customer focus, and personal ownership.
• Competitive Compensation: Earn a base salary, equity, and a comprehensive benefits program that rewards your contributions.
• Career Growth: Access mentorship, training, and clear pathways to senior leadership roles.
• Inclusive Work‑Life Balance: Enjoy flexible, remote‑first options and a modern office environment that celebrates diversity.

Key Responsibilities

In this role, you will:

• Own a Portfolio of Mid‑Market Accounts: Manage a balanced book of AEC customers, ensuring high adoption, renewal, and expansion rates.
• Build Executive Relationships: Develop and nurture relationships with executive sponsors and key stakeholders, positioning yourself as a trusted advisor throughout the customer lifecycle.
• Design Success Plans: Create and execute tailored success plans aligned with each customer’s business objectives, ensuring measurable outcomes and long‑term value.
• Proactively Manage Risk & Opportunity: Use health metrics, product usage data, and business insights to identify risks and opportunities, and implement retention and growth strategies.
• Collaborate on Revenue Growth: Partner with Sales to support renewal and expansion opportunities, contributing to Gross Revenue Retention (GRR) and Net Revenue Retention (NRR) targets.
• Lead Executive Business Reviews (EBRs): Conduct EBRs that showcase business value, communicate product roadmap updates, and align on future priorities.
• Advocate Across Functions: Work with Product, Support, Professional Services, Customer Solutions Engineering, Finance, and Marketing to advocate for customer needs and ensure successful outcomes.
• Voice of the Customer: Capture and share customer trends, feedback, and enhancement opportunities that influence product development and customer experience.
• Foster Advocacy: Build strong relationships that turn customers into advocates, fostering referrals and testimonials.
• Mentor Junior Team Members: Share best practices, provide coaching, and help new CS team members accelerate their learning curve.
• Champion Continuous Improvement: Identify process gaps, propose solutions, and drive initiatives that enhance the overall CS workflow.
• Drive Data‑Driven Insights: Leverage analytics to forecast renewal risks, upsell opportunities, and customer health trends, presenting findings to leadership.
• Champion Product Adoption: Work with Product and Engineering to ensure new features are rolled out with clear value propositions and adoption plans.

Success Metrics

Your performance will be measured against the following key metrics:

• Gross Revenue Retention (GRR) of 95%+ across the portfolio.
• Net Revenue Retention (NRR) of 110%+ through upsells and cross‑sell initiatives.
• Average Customer Health Score of 4.5/5 across all accounts.
• At least 80% of renewal commitments secured within the first 30 days of the renewal cycle.
• Minimum of 10 new expansion opportunities generated per quarter.
• Customer satisfaction score (CSAT) of 4.7/5 or higher.
• Successful execution of at least 90% of planned success milestones.

Your First 90 Days

First 30 Days: Immerse yourself in brighthush’s products, customers, and Customer Success practices. Complete our onboarding program, build relationships across the organization, and understand the engagement model and your assigned portfolio.

First 60 Days: Establish relationships with your customer base, master customer health metrics, and begin leading engagements confidently. Identify risks and opportunities while partnering internally to deliver value.

First 90 Days: Independently manage your portfolio, lead executive business reviews, develop strategic account plans, and 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.

Who You Are

• 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 in 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.
• Proficiency in 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, and Marketing in a fast‑paced, cross‑functional environment.
• Curiosity and agility to quickly learn complex software solutions and the industries we serve.
• Bachelor’s degree (or equivalent experience).

Preferred (Not Required) Differentiators

• Experience with Enterprise Resource Planning (ERP) and/or Customer Relationship Management (CRM) software.
• Familiarity with Customer Success platforms such as brighthush.
• Experience conducting Executive Business Reviews (EBRs) and partnering on strategic account planning.
• Background in a digital‑first or scaled Customer Success model.
• Knowledge of AEC project management tools (e.g., BIM, project scheduling, cost‑control software).
• Experience in a high‑growth SaaS environment with a focus on mid‑market accounts.

Skills & Competencies

• Strategic Thinking & Execution
• Customer‑Centric Mindset
• Data‑Driven Decision Making
• Stakeholder Management & Influence
• Project Management & Prioritization
• Communication & Storytelling
• Problem Solving & Analytical Rigor
• Adaptability & Resilience
• Technical Aptitude & Rapid Learning
• Team Leadership & Coaching

Career Growth & Learning Opportunities

At brighthush, your professional development is a priority. You will have access to:

• Mentorship from senior leaders across Sales, Product, and Engineering.
• Regular training on industry trends, product updates, and advanced Customer Success methodologies.
• Opportunities to lead cross‑functional initiatives and influence product strategy.
• Clear career pathways to senior leadership roles such as Director of Customer Success or VP of Customer Experience.
• Participation in industry conferences, webinars, and thought‑leadership events.
• Access to a learning budget for certifications, courses, and conferences.
• Involvement in internal innovation labs and hackathons to shape future product features.

Work Environment & Culture at brighthush

Our culture is built on five core values that guide everything we do:

• Team: Collaboration and mutual support are at the heart of our success.
• Customer‑Focused: Customers are the center of our decisions and innovations.
• Driven: We relentlessly pursue exceptional outcomes and continuous improvement.
• Ownership: Every employee has a stake in the company’s success and is empowered to act.
• Integrity & Fun: We do the right thing while enjoying the journey together.

Our office environment is modern, flexible, and inclusive, with remote‑first options and a strong emphasis on work‑life balance. We celebrate diversity, encourage open dialogue, and reward creativity and initiative. Whether you’re collaborating in a hybrid setting or working from home, you’ll find a supportive community that values your voice and your well‑being.

Compensation & Benefits

Base Salary: $93,500 – $110,000 per year (commensurate with experience). In addition, you will be eligible for:

• Equity participation in brighthush’s growth.
• Discretionary bonus compensation tied to individual and company performance.
• Comprehensive health, dental, and vision insurance.
• 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.
• Employee referral program with competitive rewards.
• Annual team‑building retreats and social events.

How to Apply

If you’re ready to take your Customer Success career to the next level and help AEC professionals unlock the full potential of brighthush’s platform, we’d love to hear from you. Submit your application through our careers portal or email your resume and cover letter to [email protected]. We look forward to exploring how your expertise can drive lasting success for our customers and our organization.