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Why brighthush?
At brighthush we believe that great tools empower great people. As the world’s leading provider of construction‑focused technology solutions, we combine a heritage of craftsmanship with cutting‑edge software to help makers, doers, protectors, and everyday heroes build a better future. With a global workforce of over 43,000 professionals spanning 60+ brands, brighthush offers a vibrant, purpose‑driven environment where innovation meets impact.
Position Overview
We are seeking a highly motivated Customer Success Implementation Manager to join our rapidly expanding SaaS team within the Construction Technology division. This remote role is the bridge between our powerful software platform and the customers who rely on it to run safe, efficient, and profitable construction projects. You will own the end‑to‑end onboarding journey, drive adoption, and ensure that every client extracts maximum value from our solutions.
Key Responsibilities
- Pre‑Sales Collaboration: Partner with sales colleagues to deliver technical demos, answer product questions, and help shape winning proposals.
- Customer Onboarding & Implementation: Lead structured onboarding for new accounts and for existing accounts that expand significantly, ensuring a smooth transition from contract signing to live usage.
- Training & Enablement: Conduct live and virtual training sessions for end‑users, administrators, and super‑users, tailoring content to varied skill levels.
- Adoption & Optimization: Monitor usage metrics, identify adoption gaps, and proactively recommend best‑practice workflows that increase ROI.
- Tier‑1 Support & Issue Triage: Serve as the first point of contact for day‑to‑day inquiries via chat, email, and video calls, resolving routine issues quickly.
- Escalation Management: Work closely with engineering and product teams to troubleshoot Tier‑2/3 incidents, ensuring timely resolution and continuous product improvement.
- Risk Identification: Analyze health scores, usage trends, and customer sentiment to flag potential churn risks and develop mitigation plans.
- Data‑Driven Insights: Leverage CRM tools (e.g., ChurnZero) and analytics to surface growth opportunities, upsell pathways, and product feedback.
- Cross‑Functional Collaboration: Partner with product, marketing, and professional services to align on roadmap priorities and share customer insights.
- Documentation & Knowledge Sharing: Create and maintain onboarding playbooks, FAQs, and best‑practice guides for internal and external audiences.
Essential Qualifications
- Bachelor’s or Associate degree in a technology‑focused or business‑related discipline, or a minimum of 4 years of hands‑on experience in SaaS implementation, customer success, or project management.
- Proven track record of managing end‑to‑end onboarding projects for B2B SaaS products.
- Strong project‑management fundamentals: ability to create timelines, allocate resources, and meet milestones in a fast‑paced environment.
- Exceptional written and verbal communication skills, with the confidence to present to senior stakeholders and the empathy to guide non‑technical users.
- Demonstrated ability to juggle multiple concurrent projects while maintaining high quality and attention to detail.
- Comfort working directly with customers, guiding them through structured delivery processes, and building long‑term relationships.
- Familiarity with the construction industry landscape and the unique challenges faced by contractors, subcontractors, and equipment managers.
- Experience with CRM or customer‑success platforms (e.g., ChurnZero, Gainsight, Totango) is a plus.
- Analytical mindset: ability to interpret usage data, spot trends, and translate insights into actionable recommendations.
Preferred Qualifications
- Background in a high‑growth SaaS startup or a fast‑scaling technology organization.
- Hands‑on experience with B2B customer onboarding for mid‑market or enterprise accounts.
- Technical exposure to integrations, data migration, or API‑based implementation workflows.
- Formal project‑management certification (PMP, PRINCE2, ScrumMaster, etc.).
- Experience delivering training programs at scale, including the creation of e‑learning modules.
- Knowledge of construction‑specific software ecosystems (e.g., estimating, project management, equipment tracking).
Core Skills & Competencies
- Customer‑Centric Mindset: Passion for delivering an exceptional experience that drives loyalty and advocacy.
- Problem‑Solving: Ability to diagnose issues quickly, think creatively, and propose practical solutions.
- Collaboration: Strong team player who can influence cross‑functional partners without direct authority.
- Time Management: Skilled at prioritizing tasks, setting realistic expectations, and meeting deadlines.
- Technical Fluency: Comfortable discussing software architecture, data flows, and integration points with both technical and non‑technical audiences.
- Adaptability: Thrive in a dynamic environment where priorities shift and new challenges emerge daily.
- Data Literacy: Proficient in extracting insights from dashboards, spreadsheets, and CRM reports.
Compensation, Benefits & Perks
Total Target Cash Compensation: $67,200 – $108,200 annually (base salary plus variable incentive). Compensation varies by location, experience, and market factors.
In addition to a competitive salary, brighthush offers a comprehensive benefits package designed to support your health, wealth, and well‑being:
- Medical, dental, vision, and life insurance plans.
- Disability coverage and a 401(k) retirement plan with company match.
- Employee Stock Purchase Plan (ESPP) allowing you to buy company shares at a discount.
- Generous paid time off, including vacation, holidays, and personal days.
- Tuition reimbursement for continued education and professional certifications.
- Wellness programs, mental‑health resources, and employee assistance services.
- Exclusive discounts on brighthush tools and partner products.
- Remote‑work flexibility with a home‑office stipend.
Learning, Development & Career Growth
At brighthush we view every employee as a lifelong learner. You will have access to:
- A digital learning portal stocked with courses on project management, SaaS product expertise, and leadership development.
- The Lean Academy and online university partnerships that provide certifications from top universities.
- Mentorship programs that pair you with senior leaders across the organization.
- Opportunities to rotate across our 20+ brands, gaining exposure to diverse markets and technologies.
- Clear career ladders for both technical and managerial tracks, with regular performance reviews and merit‑based promotions.
Culture, Values & Community Impact
brighthush is proud of its inclusive, purpose‑driven culture. We celebrate diversity of thought, background, and experience because we know that great ideas emerge when every voice is heard. Our core values include:
- Integrity: Doing the right thing for customers, teammates, and the planet.
- Excellence: Relentlessly pursuing higher standards in every project.
- Innovation: Embracing new technologies and bold ideas to stay ahead of industry trends.
- Collaboration: Working together across borders and disciplines to solve complex challenges.
- Community: Giving back through volunteerism, sustainable practices, and social‑impact initiatives.
Our employees regularly participate in community service days, sustainability projects, and mentorship programs that support the next generation of builders and creators.
Application Process & Next Steps
If you are excited about shaping the future of construction technology, love guiding customers to success, and thrive in a fast‑moving SaaS environment, we want to hear from you. To apply, click the link below, submit your resume, and include a brief cover letter that highlights your most relevant onboarding achievements.
Join the brighthush Family
At brighthush you will not only build a rewarding career—you will help empower the world’s makers, doers, and protectors. Together, we will write the next chapter of innovation, sustainability, and global impact. Take the next step, bring your expertise, and become a catalyst for success.
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