Senior Strategic Customer Engagement Manager – SMB Growth & Retention Lead for Construction SaaS Solutions at brighthush – Remote, Data‑Driven, Customer Success Expert

About brighthush

brighthush is a forward‑thinking technology partner that is redefining the construction industry through data‑driven insights and cutting‑edge SaaS solutions. Our platform empowers small‑to‑mid‑size construction professionals—including subcontractors, general contractors, architects, and engineers—to unlock sustainable growth, streamline operations, and cultivate lasting client relationships. By marrying proprietary market intelligence with intuitive software, we give our customers the tools they need to thrive in an increasingly competitive landscape.

Founded on the belief that technology should serve people, brighthush has grown from a niche startup to a trusted partner for hundreds of construction firms across the United States. Our mission is simple: help builders, designers, and project managers focus on what they do best—building—and leave the complexity of data, compliance, and workflow to us.

Why Join brighthush?

At brighthush, people are the heart of innovation. Our culture is built on collaboration, continuous learning, and a relentless focus on customer success. As a remote, home‑office role, you’ll enjoy the flexibility to work from anywhere in the continental United States while being part of a high‑impact team that drives real change for the construction community.

We celebrate curiosity, reward initiative, and provide a platform for you to grow your career on your own terms. Whether you’re a seasoned professional or an ambitious newcomer, brighthush offers a supportive environment where your ideas can shape the future of construction technology.

What You’ll Do

As the Senior Strategic Customer Engagement Manager, you will be the trusted partner for our SMB customer base. Your primary goal is to ensure that every client not only adopts but fully realizes the value of our platform. You’ll blend data‑driven insights with proactive outreach to build long‑term, profitable relationships that drive both retention and expansion.

• Build & Maintain Relationships: Cultivate strong, trust‑based connections with new and existing clients, understanding their unique challenges and growth objectives.
• Execute Engagement Programs: Design and implement a customer journey that includes intentional outbound touchpoints, leveraging health indicators and support tools to keep clients engaged.
• Deliver Training & Support: Conduct product demonstrations, training sessions, and personalized coaching to help clients maximize platform usage.
• Drive Retention & Growth: Achieve key performance indicators such as contact rate, churn reduction, renewal ratios, and overall account health.
• Follow SOPs & CRM Best Practices: Document all interactions in our CRM, ensuring data integrity and actionable insights for the broader team.
• Collaborate Cross‑Functionally: Work closely with Sales, Product, and Marketing to surface customer feedback, influence roadmap decisions, and create targeted content.
• Champion Customer Advocacy: Identify and nurture brand ambassadors, gather testimonials, and facilitate case study development to showcase success stories.
• Analyze & Report: Use analytics to track engagement metrics, forecast renewal risks, and present insights to leadership.

Key Metrics for Success

• First‑Year Retention Rate – % of clients retained through their first renewal.
• Renewal Rate – % of clients renewing beyond their first year.
• Engagement Metrics – Usage rates of core platform features during the first year.
• Customer Satisfaction – Net Promoter Score (NPS) and CSAT scores.
• Expansion Revenue – Upsell and cross‑sell revenue generated from existing accounts.

Essential Qualifications

• Bachelor’s degree or equivalent work experience.
• Minimum 2 years of experience in SaaS sales, account management, or customer support.
• Proficiency with Microsoft Office (Word, Excel, PowerPoint).
• Rapid learning ability – quickly master new SaaS products and industry concepts.
• Basic knowledge of the construction industry or a proven ability to acquire it swiftly.
• Strong personal integrity and accountability for outcomes.
• Excellent written and verbal communication skills.
• Relationship‑building mindset with a customer‑first approach.
• Coaching skills – help customers identify pain points and implement best practices.
• Empathetic mindset focused on supporting small‑business growth.

Preferred Qualifications

• Experience in a SaaS environment with a focus on customer success.
• Familiarity with CRM or order management systems.
• Bilingual proficiency (English/Spanish) is a plus.
• Experience working with construction industry stakeholders.
• Knowledge of construction project management software or ERP systems.

Skills & Competencies

• Strategic Thinking: Ability to see the big picture and translate it into actionable plans.
• Data Analysis: Use analytics to drive decisions and measure success.
• Project Management: Manage multiple client engagements simultaneously.
• Problem Solving: Identify root causes and develop effective solutions.
• Adaptability: Thrive in a fast‑moving, evolving environment.
• Collaboration: Work seamlessly with cross‑functional teams.
• Communication: Articulate complex ideas clearly to both technical and non‑technical audiences.
• Customer‑Centric Mindset: Prioritize client success above all else.

Career Growth & Learning Opportunities

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

• On‑the‑job training with seasoned customer success leaders.
• Regular workshops on industry trends, product updates, and advanced analytics.
• Mentorship programs that pair you with senior executives.
• Clear career pathways to senior customer success roles, product management, or sales leadership.
• Annual conference attendance and speaking opportunities.
• Access to a curated library of courses, certifications, and industry publications.

Work Environment & Culture

Our remote, distributed team values transparency, autonomy, and a results‑oriented mindset. You’ll enjoy:

• Flexible work hours that accommodate different time zones.
• Monthly virtual team gatherings and quarterly in‑person retreats.
• Access to a digital collaboration hub (Slack, Teams, Confluence).
• A culture that celebrates wins, learns from failures, and continuously iterates.
• Regular “innovation sprints” where employees can pitch new ideas.
• Peer‑to‑peer learning circles focused on industry best practices.

Compensation & Benefits

We offer a competitive base salary of $60,000, complemented by an uncapped variable bonus structure tied to individual and company performance. In addition, you’ll receive:

• Comprehensive health, dental, and vision insurance.
• 401(k) plan with company match.
• Generous paid time off and flexible sick leave.
• Professional development stipend.
• Equity options for eligible roles.
• Wellness programs and mental health resources.
• Monthly wellness stipend for home office equipment.
• Access to a global network of industry events and conferences.

Travel & Availability

Travel is less than 10% of the time and may be required for occasional GTM or team meetings. All travel will be scheduled well in advance to accommodate your remote work setup.

Equal Opportunity & Inclusion

brighthush is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All hiring decisions are based on merit, qualifications, and business needs, without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, pregnancy, sexual orientation, gender identity, genetic information, marital status, citizenship, or any other protected characteristic.

Application Process

Ready to make a tangible impact in the construction industry? Submit your application through our careers portal. We’ll review your qualifications, conduct a background check after a conditional offer, and schedule an interview with our hiring team. If you require accommodations during the application process, please contact [email protected].

Join brighthush Today

As a Senior Strategic Customer Engagement Manager at brighthush, you’ll be at the forefront of transforming how construction professionals connect, collaborate, and grow. If you’re passionate about customer success, data‑driven decision making, and building lasting relationships, we want to hear from you. Apply now and help us shape the future of construction technology.