Strategic Customer Engagement Manager – SMB Growth & Retention Specialist for brighthush Construction Tech
About brighthush
brighthush is a trailblazing technology partner that empowers the construction industry with data‑driven insights and cloud‑based solutions. Our mission is to transform raw construction data into actionable intelligence that fuels smarter decisions, faster project delivery, and sustainable growth for small and medium‑sized businesses. From subcontractors and general contractors to architects and engineers, our customers rely on brighthush to stay ahead of market trends, optimize their supply chains, and build lasting relationships with suppliers and clients.
At brighthush, we blend proprietary data analytics, intuitive software, and a customer‑centric culture to create a platform that delivers real value. We are proud of our legacy of innovation, our commitment to integrity, and our focus on building communities that thrive together. If you are passionate about technology, data, and helping businesses succeed, brighthush offers a dynamic environment where your ideas can shape the future of construction.
Your Role
As a Customer Engagement Manager at brighthush, you will be a pivotal member of our Go‑To‑Market (GTM) organization. Your primary focus will be to support and empower our SMB customer base—subcontractors, general contractors, architects, and engineers—through proactive outreach, practical guidance, and best‑practice recommendations. By leveraging data, insights, and customer conversations, you will drive product adoption, build long‑term partnerships, and ultimately increase retention and revenue.
This full‑time, remote position reports directly to the Manager, Customer Success. You will operate from anywhere in the continental United States, with occasional travel (less than 10% of the time) for GTM or team meetings.
Key Responsibilities
- Build and nurture strong relationships with new and existing clients, understanding their unique needs, uncovering risks, and identifying growth opportunities.
- Execute a customer engagement program that maps the entire customer journey, incorporating intentional outbound touchpoints based on customer health indicators and support tools.
- Provide training and support to clients on using brighthush products effectively, including product demonstrations, training sessions, and assistance in creating or updating profiles and saved searches.
- Achieve all KPIs designed to improve account retention, such as contact rate, churn, renewal, and retention ratios.
- Follow standard operating procedures (SOPs) for all account interactions within our CRM and other tools.
- Collaborate with cross‑functional teams—Product, Sales, Marketing, and Engineering—to relay customer feedback and advocate for product enhancements.
- Analyze customer data to identify trends, segment customers, and develop targeted engagement strategies.
- Act as a coach and mentor for customers, helping them adopt best practices, solve pain points, and realize maximum value from the platform.
- Maintain a high level of customer satisfaction and contribute to a culture of continuous improvement.
Essential Qualifications
- Minimum 2+ years of experience in sales, account management, or customer support for SaaS‑based software.
- Proficiency in Microsoft Office (Word, Excel, PowerPoint) and the ability to quickly learn and apply new SaaS products.
- Basic knowledge of the construction industry—or a demonstrated ability to learn it rapidly.
- Strong personal integrity and a track record of accountability for outcomes.
- Excellent written and verbal communication skills, with the ability to articulate complex concepts clearly.
- Proven relationship‑building skills and a customer‑focused approach.
- Empathetic mindset with a passion for supporting small business growth and customer success.
- Bachelor’s degree or equivalent combination of education and work experience.
Preferred Qualifications
- Experience working 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 in the construction industry, especially with SMBs.
- Knowledge of data analytics tools and dashboards.
Skills & Competencies
- Strategic thinking and the ability to translate data insights into actionable plans.
- Strong analytical skills, with the ability to interpret metrics and drive decisions.
- Excellent project management skills, capable of juggling multiple accounts and initiatives simultaneously.
- Adaptability and resilience in a fast‑paced, evolving environment.
- Team collaboration and cross‑functional communication.
- Customer‑centric mindset with a focus on delivering measurable value.
Career Growth & Learning
At brighthush, we believe in investing in our people. As a Customer Engagement Manager, you will have access to:
- Structured onboarding and continuous learning programs that cover product knowledge, industry trends, and soft‑skill development.
- Mentorship from senior leaders in Customer Success, Product, and GTM.
- Opportunities to lead cross‑functional projects, influencing product roadmap and GTM strategy.
- Clear career pathways to senior Customer Success roles, Customer Success Leadership, or Product Management.
- Regular performance reviews and goal‑setting sessions to align your growth with company objectives.