Senior Customer Success Specialist – Driving Growth & Satisfaction for Heavy Civil Industry at brighthush

About brighthush

brighthush is not just a technology partner; we are a movement that is reshaping the heavy civil construction sector. For decades, the industry has relied on legacy tools and fragmented processes that slow progress and inflate costs. brighthush brings a fresh, data‑driven approach that blends cutting‑edge software, immersive storytelling, and a vibrant community of builders, engineers, and decision‑makers. Our mission is bold yet clear: to make the “Dirt World” a better place by equipping every stakeholder with the tools they need to thrive, from the first surveyor to the final project manager.

We operate at the intersection of technology and infrastructure, delivering a cloud‑based platform that streamlines project planning, resource allocation, and real‑time collaboration. Our solutions empower teams to reduce waste, accelerate timelines, and deliver safer, more sustainable projects. When you join brighthush, you become part of a culture that values curiosity, grit, and a relentless focus on customer success.

Why brighthush is the Place to Grow

At brighthush, we believe that the best ideas come from people who are challenged, supported, and celebrated. Our fast‑growing team is built on a foundation of diversity, inclusion, and continuous learning. We reward those who bring passion, humility, and a hunger for excellence to the table. Whether you’re a seasoned professional or an ambitious newcomer, you’ll find a culture that celebrates both individual achievements and collective victories.

Here’s what sets us apart:

• Impact at Scale: Your work directly influences the success of large infrastructure projects that shape communities.
• Innovation Hub: We invest heavily in research and development, giving you the tools to experiment and iterate.
• Career Acceleration: Clear pathways to senior and leadership roles, backed by mentorship and professional development.
• Work‑Life Harmony: Flexible schedules, remote options, and generous paid time off keep you energized.
• Community & Culture: A supportive network that encourages experimentation, rewards innovation, and prioritizes well‑being.

Role Overview

We’re looking for a high‑performing Customer Success Specialist to become the linchpin between our product, our customers, and our internal teams. In this role, you’ll work closely with customers across the eastern United States—covering Eastern and Central time zones—to ensure they derive maximum value from our platform. You’ll partner with the Customer Success Manager, Sales, and Product teams to drive adoption, renewals, and expansion, while also shaping the future of our service model.

As a Customer Success Specialist at brighthush, you will be the voice of the customer, the champion of adoption, and the catalyst for growth. Your day-to-day will involve deep dives into customer data, coaching sessions, and cross‑functional collaboration—all aimed at turning every client into a long‑term partner.

Key Responsibilities

• Champion Customer Success: Guide customers through every stage of their journey, ensuring they achieve measurable outcomes that make renewals feel like a natural next step.
• Collaborate with the Success Team: Work hand‑in‑hand with the Customer Success Manager to track metrics, manage tickets, resolve support issues, and coach users to become power‑users of our software.
• Lead End‑to‑End Onboarding: Own the implementation process for new clients, from initial discovery to full deployment, ensuring a smooth transition and a solid foundation for long‑term success.
• Drive Revenue Growth: Partner with Sales to identify upsell opportunities, expand license usage, and secure renewals that contribute to annual revenue targets.
• Shape Service Excellence: Contribute to the design and refinement of our customer service framework, ensuring it meets the highest standards of responsiveness and quality.
• Deeply Understand Customer Needs: Act as the voice of the customer within brighthush, translating their challenges into actionable insights for product and support teams.
• Travel & On‑Site Support: Be willing and excited to travel to client sites as needed, providing hands‑on assistance and fostering stronger relationships.
• Data‑Driven Decision Making: Analyze usage patterns, churn risk, and satisfaction scores to recommend proactive interventions.
• Cross‑Functional Advocacy: Liaise with Product, Engineering, and Marketing to ensure customer feedback informs roadmap and communications.
• Continuous Improvement: Identify gaps in onboarding, training, or support processes and lead initiatives to close those gaps.

Essential Qualifications

• Proven experience delivering world‑class customer service in a SaaS or technology environment.
• Strong command of Microsoft Office or Google Workspace suites.
• Excellent written and verbal communication skills, with the ability to translate technical concepts into clear, actionable guidance.
• Data‑driven mindset: comfortable using metrics to track success, identify trends, and recommend improvements.
• Self‑motivated, humble, and hungry for continuous learning.
• Ability to thrive in a fast‑paced, collaborative setting.
• Willingness to travel within the eastern and central U.S. to support on‑site engagements.

Preferred Qualifications

• Experience in the heavy civil construction or related infrastructure industry.
• Background in customer success, account management, or technical support roles.
• Familiarity with customer success platforms (e.g., Gainsight, Totango) and CRM systems.
• Prior involvement in product onboarding, training, or implementation projects.
• Knowledge of construction project management software or related tools.

Skills & Competencies

• Customer‑Centric Mindset: A genuine passion for helping others succeed and a commitment to delivering exceptional service.
• Analytical Thinking: Ability to dissect complex problems, identify root causes, and propose data‑backed solutions.
• Project Management: Strong organizational skills to manage multiple onboarding projects simultaneously.
• Communication: Clear, concise, and persuasive communication across all levels of the organization.
• Adaptability: Comfortable navigating change, learning new tools, and adjusting to evolving customer needs.
• Team Collaboration: Proven track record of working effectively with cross‑functional teams, including Sales, Product, and Engineering.

Career Growth & Learning Opportunities

At brighthush, we believe that professional growth is a shared journey. As a Customer Success Specialist, you’ll have the chance to:

• Progress to senior or lead roles within the Customer Success organization.
• Take on strategic projects that influence product roadmap and customer experience.
• Participate in mentorship programs, both as a mentee and a mentor.
• Attend industry conferences, workshops, and training sessions to stay ahead of market trends.
• Earn certifications in customer success, project management, or relevant technical domains.
• Lead cross‑functional initiatives that drive operational excellence and customer advocacy.

Work Environment & Culture

brighthush fosters an environment where creativity, collaboration, and accountability thrive. Our core values—humility, curiosity, grit, and a passion for service—guide every decision. We celebrate diversity and inclusion, ensuring that every voice is heard and every perspective is valued. Whether you’re working remotely or in our modern office, you’ll find a supportive community that encourages experimentation, rewards innovation, and prioritizes work‑life balance.

What you’ll experience

• Hybrid Flexibility: Choose the work arrangement that best fits your lifestyle—remote, hybrid, or in‑office.
• Collaborative Culture: Regular town halls, hackathons, and cross‑team workshops keep everyone connected.
• Well‑Being Focus: Comprehensive wellness programs, mental health resources, and flexible PTO policies.
• Community Impact: Opportunities to volunteer, mentor, and contribute to industry‑wide sustainability initiatives.

Compensation & Benefits

While specific figures vary based on experience, we offer a competitive base salary, performance‑based bonuses, and a comprehensive benefits package that includes:

• Health, dental, and vision insurance.
• 401(k) with company match.
• Generous paid time off and flexible working arrangements.
• Professional development budget.
• Employee wellness programs and team‑building events.
• Equity or stock‑option opportunities for eligible employees.
• Relocation assistance for key hires.

How to Apply

If you’re ready to make a tangible impact on the heavy civil industry and help our customers achieve lasting success, we’d love to hear from you. Submit your application through our careers portal or send your resume and cover letter directly to [email protected]. We look forward to exploring how your skills and passion align with brighthush’s mission.

Diversity & Inclusion Statement

We believe in the power of diversity and are proud to offer equal employment opportunities to all regardless of race, gender, ethnicity, disability, or veteran status.

Frequently Asked Questions

• What is the typical travel requirement? We expect occasional on‑site visits within the eastern and central U.S., typically 1–2 days per month.
• Is remote work an option? Yes, we support hybrid and fully remote arrangements for the right candidate.
• What professional development resources are available? We provide a dedicated budget for certifications, conferences, and internal training programs.
• How does brighthush support work‑life balance? Flexible PTO, remote work options, and a culture that respects personal time.