Senior Enterprise Customer Success & Account Management Lead – New England – Championing Growth, Adoption, and Strategic Partnerships for Innovative Construction SaaS Solutions at brighthush

About brighthush

brighthush is a forward‑thinking SaaS platform that is redefining how construction professionals manage projects, resources, and data. By integrating project planning, resource allocation, and real‑time analytics into a single, intuitive interface, we empower teams to deliver projects faster, reduce waste, and unlock new revenue streams. Our mission is to make construction smarter, safer, and more sustainable—one digital touchpoint at a time.

With a growing customer base that spans small crews to multi‑million‑dollar portfolios, brighthush sits at the intersection of technology and industry. We are committed to continuous innovation, data‑driven decision making, and a culture that celebrates collaboration, grit, and excellence. If you are passionate about technology, construction, and customer success, brighthush offers the platform and the people to help you thrive.

Why This Role Matters

In a market where construction firms are increasingly reliant on cloud‑based tools to stay competitive, the Senior Enterprise Customer Success & Account Management Lead is the linchpin that connects our most valuable customers to the brighthush product ecosystem. You will be the trusted advisor who translates business challenges into product enhancements, shapes go‑to‑market strategies, and ensures the long‑term health of our enterprise accounts. Your strategic insights will directly influence product evolution and drive measurable growth for both our clients and brighthush.

Key Responsibilities

Strategic Account Leadership

• Own a portfolio of high‑value enterprise accounts, developing deep expertise in each client’s business objectives, pain points, and success metrics.
• Serve as the primary trusted advisor, proactively identifying unmet needs and recommending platform enhancements that deliver measurable ROI.
• Lead quarterly business reviews, presenting data‑driven insights on usage trends, performance KPIs, and growth opportunities.
• Develop and execute comprehensive account plans that include upsell, cross‑sell, and renewal strategies, targeting a minimum annual growth rate of 15%.
• Collaborate with product, engineering, and marketing teams to relay customer feedback, prioritize feature requests, and resolve technical issues.

Customer Adoption & Success

• Champion product adoption by designing and delivering customized training sessions, workshops, and best‑practice guides tailored to each client’s workflow.
• Utilize data analytics to assess customer health scores, churn risk, and expansion potential, adjusting tactics accordingly.
• Serve as the primary point of contact for escalated support tickets, ensuring timely resolution and customer satisfaction.
• Mentor junior account managers and contribute to the continuous improvement of the Customer Success playbook.
• Represent brighthush at industry events, conferences, and client site visits, building brand credibility and expanding the network.

Cross‑Functional Collaboration

• Partner with sales, product, and engineering to align customer needs with roadmap priorities.
• Lead cross‑functional initiatives that drive change management within large organizations.
• Collaborate with marketing to develop case studies, whitepapers, and webinars that showcase customer success stories.

Key Success Metrics

• Annual account growth of 15% or higher.
• Customer renewal rate above 95%.
• Customer satisfaction (CSAT) scores consistently above 90%.
• Reduction in churn risk scores by at least 20% within the first year.
• Successful delivery of at least two major adoption initiatives per quarter.

Essential Qualifications

• Bachelor’s degree in Business, Engineering, Construction Management, or a related field (or equivalent professional experience).
• Minimum of 7 years in a senior customer success, account management, or consultative sales role within SaaS or technology‑driven industries.
• Proven track record of managing enterprise accounts, driving adoption, and achieving renewal and expansion targets.
• Deep understanding of construction technology, project management software (e.g., MS Project, Primavera, or similar Gantt‑chart tools), and the end‑to‑end construction workflow.
• Experience working in a technical, production‑driven environment with a focus on software development lifecycles and agile methodologies.
• Strong analytical skills, with the ability to interpret usage data, financial metrics, and market trends to inform strategy.
• Excellent verbal and written communication skills, capable of translating complex technical concepts to non‑technical stakeholders.
• Proficiency with CRM platforms (Salesforce preferred) and customer support tools (Help Scout or similar).
• Self‑motivated, adaptable, and driven by a service‑oriented mindset.

Preferred Qualifications

• Experience in the construction industry, either as a contractor, project manager, or procurement specialist.
• Background in strategic consulting or enterprise sales, with a consultative selling approach.
• Knowledge of data‑driven decision making, including familiarity with BI tools such as Tableau or Power BI.
• Experience leading cross‑functional initiatives and driving change management within large organizations.

Core Skills & Competencies

• Strategic Account Management – Ability to map customer journeys, identify growth levers, and align solutions with business outcomes.
• Consultative Selling – Skilled at uncovering hidden needs and presenting tailored value propositions.
• Product Expertise – In‑depth knowledge of the brighthush platform and its integration capabilities.
• Data Analysis – Proficiency in interpreting dashboards, usage metrics, and financial data to drive decisions.
• Communication & Influence – Exceptional presentation, negotiation, and stakeholder management skills.
• Problem‑Solving & Challenger Mindset – Ability to challenge assumptions, propose innovative solutions, and navigate ambiguity.
• Collaboration & Teamwork – Comfortable working with cross‑functional teams to deliver customer success.
• Project Management – Experience managing multiple priorities, timelines, and deliverables.

Career Growth & Learning Opportunities

brighthush is dedicated to nurturing talent and accelerating career progression. As the Senior Enterprise Customer Success & Account Management Lead, you will have the opportunity to:

• Advance to a Director or VP of Customer Success role within 2–3 years, based on performance and impact.
• Participate in leadership development programs, mentorship, and executive shadowing.
• Gain exposure to product strategy, go‑to‑market planning, and high‑level stakeholder engagement.
• Attend industry conferences, workshops, and certification courses at no cost to you.
• Contribute to brighthush’s thought leadership through speaking opportunities, whitepapers, and webinars.

Work Environment & Company Culture

brighthush thrives on a culture of transparency, innovation, and mutual respect. Our remote‑first model empowers you to work from anywhere in New England while staying connected through weekly virtual huddles, quarterly all‑hands meetings, and informal virtual coffee chats. We celebrate diversity, encourage open dialogue, and reward creativity. Your voice will shape product direction, customer experience, and company strategy.

Compensation & Benefits

• Base Salary – Market‑competitive, commensurate with experience.
• Performance Bonus – Quarterly incentives tied to account growth, renewal, and adoption metrics.
• Equity – Stock options to share in the company’s long‑term success.
• Health & Wellness – Comprehensive medical, dental, and vision plans with a generous employer contribution.
• Retirement – 401(k) plan with company match.
• Paid Time Off – Generous vacation, sick leave, and volunteer days.
• Dependent Care & Childcare Assistance – Flexible spending accounts and partner discounts.
• Professional Development – Reimbursement for courses, certifications, and conferences.
• Employee Referral Bonus – Rewarding you for bringing great talent to the team.
• Remote Work Flexibility – Work from home with occasional travel (up to 40%) to client sites.

Location & Travel Requirements

This is a full‑time, remote position based in New England. Candidates must currently reside in or be willing to relocate to Massachusetts, Connecticut, Rhode Island, or New Hampshire. Travel to client locations is required up to 40% of the time, providing valuable face‑to‑face engagement opportunities.

How to Apply

If you are ready to lead customer success for a high‑growth SaaS company that is redefining construction technology, we encourage you to apply today. Submit your resume, a cover letter detailing your relevant experience, and any portfolio or case studies that showcase your impact. Join brighthush and help us build the future of construction together.