Strategic Customer Success Manager – SaaS Retention, Growth & Revenue Optimization (Remote – United States)

About brighthush – Pioneering the Future of Construction Technology

At brighthush, we are redefining how the construction and building‑products industries access critical market intelligence. Our cloud‑based platform delivers real‑time data, analytics, and collaboration tools that empower architects, engineers, contractors, and suppliers to make smarter, faster decisions. As a fast‑growing, venture‑backed leader, brighthush combines cutting‑edge technology with deep industry expertise to solve complex challenges and unlock new value for our customers worldwide.

Our mission is simple yet ambitious: to make construction data as accessible and actionable as the internet itself. To achieve this, we rely on a culture of relentless curiosity, bold experimentation, and unwavering customer focus. If you thrive in an environment where innovation meets impact, and where every day presents an opportunity to shape an industry, brighthush is the place for you.

Why This Role Matters

The Customer Success Manager (CSM) is the linchpin between brighthush’s powerful solutions and the businesses that rely on them. You will own a portfolio of strategic accounts, guiding each customer through onboarding, adoption, expansion, and renewal. Your success will be measured by the health of your accounts, the growth of recurring revenue, and the depth of relationships you build with senior stakeholders. In short, you will be the trusted advisor who ensures our customers realize measurable, long‑term value from brighthush’s platform.

Key Responsibilities

1. Portfolio Management & Revenue Retention

• Own a defined set of enterprise‑level customer accounts throughout the entire lifecycle, from post‑sale handoff to renewal.
• Develop and execute proactive account strategies that prioritize satisfaction, product adoption, and expansion opportunities.
• Drive Gross Revenue Retention (GRR) targets by managing renewal timelines, negotiating terms, and mitigating churn risks.
• Identify at‑risk accounts early, craft documented retention plans, and collaborate with internal teams to execute corrective actions.
• Maintain accurate renewal forecasts and communicate potential revenue gaps to Finance and Revenue Operations.
• Partner with the Sales organization to uncover upsell and cross‑sell opportunities that align with the customer’s strategic objectives.

2. Proactive Customer Engagement & Relationship Building

• Establish regular, value‑driven communication rhythms (weekly check‑ins, quarterly business reviews, executive sponsor meetings).
• Act as a strategic advisor, translating brighthush’s capabilities into concrete business outcomes for each customer.
• Maintain a personalized outreach cadence that includes tailored emails, phone calls, and virtual or on‑site meetings.
• Achieve defined engagement KPIs such as number of touchpoints, meeting quality scores, and satisfaction metrics.
• Document all interactions, commitments, and follow‑ups in the CRM to ensure transparency and continuity.

3. Onboarding, Adoption & Success Enablement

• Coordinate with the Customer Care and Implementation teams to deliver a seamless transition from Sales to onboarding.
• Define success metrics and adoption milestones for each account, tracking progress against agreed‑upon goals.
• Deliver product training, best‑practice workshops, and adoption playbooks that accelerate time‑to‑value.
• Monitor usage data, health scores, and satisfaction surveys to surface adoption gaps and recommend corrective actions.
• Work closely with Support to resolve technical issues quickly, ensuring minimal disruption to the customer’s workflow.

4. Renewal & Revenue Management

• Own the end‑to‑end renewal process, from contract review to final execution, ensuring all terms are accurate and aligned with brighthush’s pricing strategy.
• Track and analyze key financial metrics such as GRR, Net Revenue Retention (NRR), Annual Recurring Revenue (ARR), churn, and downsell rates.
• Collaborate with Finance, Sales, and Revenue Operations to resolve billing discrepancies, contract amendments, and pricing negotiations.
• Provide detailed renewal forecasts and account‑level retention plans to senior leadership on a monthly basis.

5. CRM Mastery, Reporting & Accountability

• Maintain a complete, up‑to‑date record of all customer interactions, contracts, renewal opportunities, and health indicators in brighthush’s CRM platform.
• Leverage dashboards and reporting tools to surface trends, identify at‑risk accounts, and drive data‑informed decision making.
• Consistently meet or exceed performance expectations related to outreach volume, renewal execution, and revenue retention.
• Identify process inefficiencies and champion improvements that enhance the customer lifecycle experience.

6. Cross‑Functional Collaboration & Customer Advocacy

• Partner with Sales to ensure smooth handoffs, share insights, and co‑sell additional solutions.
• Work alongside Customer Care, Product, and Engineering to relay customer feedback, prioritize feature requests, and influence product roadmaps.
• Coordinate with Finance and Revenue Operations to guarantee accurate billing, contract compliance, and financial reporting.
• Serve as the voice of the customer within brighthush, balancing advocacy with company policies and strategic objectives.
• Contribute to continuous‑improvement initiatives that elevate the overall customer experience and operational efficiency.

Essential Qualifications

• Minimum 3 years of experience in Customer Success, Account Management, or a comparable B2B SaaS role.
• Proven track record of managing a portfolio of enterprise accounts with responsibility for retention, renewals, and revenue growth.
• Demonstrated ability to meet or exceed GRR, NRR, and ARR targets in a subscription‑based environment.
• Deep understanding of subscription contracts, renewal cycles, and recurring revenue models.
• Strong analytical mindset with the ability to interpret usage data, health scores, and financial metrics.
• Exceptional relationship‑building, communication, presentation, and negotiation skills.
• Experience conducting Quarterly Business Reviews (QBRs) and articulating value to C‑level stakeholders.
• Proficiency with CRM platforms (experience with brighthush CRM preferred) and a commitment to data accuracy.
• Self‑starter who can thrive in a fully remote environment, managing multiple priorities and deadlines independently.
• Demonstrated accountability, problem‑solving ability, and a results‑driven work ethic.

Preferred Qualifications

• Hands‑on experience with brighthush CRM (deal pipelines, activity tracking, reporting).
• Familiarity with key SaaS metrics such as GRR, NRR, ARR, churn, and expansion revenue.
• Background in construction, building products, market intelligence, or construction‑technology sectors.
• Experience negotiating complex contract renewals, pricing discussions, and multi‑year agreements.
• History of developing comprehensive customer success plans and facilitating executive‑level business reviews.
• Exposure to international or multi‑brand organizations, demonstrating cultural agility.
• Bachelor’s degree in Business, Communications, Technology, or a related discipline (or equivalent professional experience).

Core Skills & Competencies

• Strategic Thinking: Ability to see the big picture, align customer goals with brighthush’s roadmap, and drive long‑term value.
• Data‑Driven Decision Making: Comfortable using analytics to forecast renewals, identify churn risk, and measure adoption.
• Customer‑Centric Mindset: Passion for delivering exceptional experiences and advocating for the customer’s voice.
• Collaboration: Proven ability to work cross‑functionally with Sales, Product, Finance, and Support.
• Communication: Clear, concise, and persuasive written and verbal skills, tailored to technical and executive audiences.
• Negotiation & Influence: Skilled at navigating pricing discussions, renewal negotiations, and expansion opportunities.
• Time Management: Efficiently juggle a portfolio of accounts while meeting outreach and reporting deadlines.

Career Growth & Learning Opportunities

At brighthush, your professional development is a top priority. As a Customer Success Manager you will have access to:

• Mentorship from senior leaders in Customer Success, Sales, and Product Management.
• Continuous learning programs, including certifications in SaaS metrics, negotiation, and advanced analytics.
• Opportunities to lead cross‑functional projects that shape the future of our platform.
• A clear promotion pathway to Senior CSM, Team Lead, or Customer Success Director roles.
• Exposure to a global customer base, preparing you for potential international or regional leadership positions.

Work Environment & Culture at brighthush

Remote‑First Flexibility: This role is 100% remote, allowing you to work from any of the eligible U.S. states (AL, AR, AZ, CA, CO, CT, FL, GA, IL, IN, KS, MD, ME, MI, MN, NC, NJ, NY, NM, NV, OH, OR, PA, SC, TN, TX, UT, VA, WI). We provide a home‑office stipend, ergonomic equipment, and a robust virtual collaboration suite.

Inclusive & Collaborative Culture: brighthush celebrates diverse perspectives and encourages open dialogue. Our teams are empowered to experiment, share ideas, and challenge the status quo.

Performance‑Driven Rewards: We recognize high performers with competitive base salaries, performance bonuses tied to GRR/NRR targets, and equity participation.

Health & Wellness Benefits: Comprehensive medical, dental, and vision plans, generous paid time off, mental‑health resources, and a wellness allowance.

Community Impact: Employees are invited to participate in volunteer initiatives, sustainability projects, and industry thought‑leadership events.

Compensation, Perks & Benefits (General Overview)

• Competitive base salary aligned with market benchmarks for senior Customer Success roles.
• Quarterly performance bonuses tied directly to revenue retention and expansion metrics.
• Equity grants that allow you to share in brighthush’s long‑term success.
• Full suite of health, dental, and vision insurance options.
• 401(k) plan with company match.
• Generous PTO policy plus company‑wide holidays.
• Professional development budget for conferences, certifications, and training.
• Home‑office stipend and technology allowance.
• Virtual team events, wellness challenges, and employee resource groups.

Performance Expectations & Success Metrics

Success in this role will be measured through a blend of quantitative and qualitative indicators:

• Customer Retention: Achieve or exceed assigned GRR and NRR targets.
• Renewal Execution: Timely processing of renewals with minimal gaps.
• Engagement KPIs: Meet outreach cadence goals (calls, emails, meetings) and maintain high satisfaction scores.
• Account Health Management: Proactively identify churn risks and implement mitigation plans.
• CRM Accuracy: 100% completeness and timeliness of account records and activity logs.
• Customer Experience: Positive Net Promoter Score (NPS) trends and resolution of escalated issues.

Specific targets will be communicated by the Customer Success leadership team during onboarding and quarterly reviews.

Join brighthush – Make an Impact Today

If you are a proactive, analytical, and relationship‑focused professional who thrives on driving revenue growth while delivering exceptional customer experiences, we want to hear from you. At brighthush, you will be part of a mission‑driven organization where your contributions directly influence the success of industry‑leading customers and the evolution of a market‑changing platform.

Ready to shape the future of construction technology? and embark on a career where ambition meets opportunity.