Welcome to brighthush – Building the Operating System for Construction
At brighthush, we’re rewriting the rules of the construction industry. Since our founding in 2014, our cloud‑native platform has become the single source of truth for crew management, equipment tracking, and financial workflows. By unifying these critical functions, we empower contractors to run projects that are safer, smarter, and more profitable. Our teams span North America, Colombia, and Australia, and we’re on a mission to scale this impact across the globe.
As we expand, we’re looking for a passionate, results‑driven professional who can own the entire customer journey—from the first sales kickoff to long‑term adoption and growth. If you thrive on turning complex payroll and finance processes into seamless digital experiences, you’ll find a home here.
Why This Role Matters
The Senior Customer Solutions Manager is the linchpin that ensures our construction contractor clients not only go live with brighthush but also continuously extract increasing value from the platform. This is not a “hand‑off” customer success position; you will be the single point of accountability for implementation, training, configuration, and ongoing optimization. Your success will be measured by how quickly customers achieve their first live workflow, how well they meet their 12‑month business goals, and the depth of adoption across field, operations, and finance teams.
Key Responsibilities
- End‑to‑End Implementation: Own the full project lifecycle—from kickoff, data migration, and AI‑assisted build, to testing, go‑live, and post‑launch support.
- Goal Alignment: In the initial kickoff, collaborate with the client to define clear, measurable objectives for the first 12 months and track progress against those targets.
- First Workflow Activation: Prioritize getting the client’s inaugural workflow—typically payroll—live and delivering immediate business impact.
- Training & Enablement: Design and deliver customized training materials, conduct on‑site training days, and onboard new user groups as the client scales.
- Configuration Management: Build, maintain, and evolve the client’s configuration, including workflows, forms, user permissions, and integration settings.
- Troubleshooting & Continuous Improvement: Proactively resolve issues, re‑configure processes, and iterate on solutions to reduce errors and improve efficiency.
- Quarterly Success Reviews: Lead business‑outcome‑focused reviews with each live customer, assessing payroll accuracy, processing time, error rates, and overall satisfaction.
- Account Health Monitoring: Identify early risk signals—such as low usage, champion turnover, or unresolved tickets—and intervene before churn becomes a concern.
- Cross‑Functional Collaboration: Partner closely with Solutions Engineers, Sales, Product, and Support to ensure seamless handoffs and shared ownership of customer success.
How We Measure Success
- Time to first live workflow (target: 30 days from kickoff).
- Achievement of each customer’s 12‑month goals (measured quarterly).
- Adoption rates across field, operations, and finance user groups.
- Completion of quarterly success reviews for every active customer.
- Net retention and Gross Revenue Retention (GRR) with a goal of 90%+ and zero surprise churn.
Essential Qualifications
- 5+ years of experience delivering B2B software implementations, preferably in payroll, ERP, finance, or construction‑tech solutions.
- Deep understanding of payroll and finance workflows, including enterprise agreements, pay rates, cost codes, and job costing.
- Hands‑on technical aptitude—comfortable configuring platforms directly rather than relying on support tickets.
- Proven project‑management skills with a track record of multi‑month rollouts, clear planning, and stakeholder alignment.
- Exceptional relationship‑building abilities; you earn trust quickly and can navigate difficult conversations with grace.
- Curiosity about AI tools and a willingness to incorporate them into implementation processes while maintaining quality control.
- Willingness to travel regularly for on‑site visits across the Australian east coast (day trips to Sydney, Brisbane, Gold Coast, etc.).
Preferred Qualifications & Nice‑to‑Haves
- Experience in the construction industry or with contractor‑focused SaaS platforms.
- Professional certifications in project management (e.g., PMP, PRINCE2) or relevant technology platforms.
- Background in change management or organizational adoption methodologies.
- Familiarity with AI‑driven data mapping or workflow automation tools.
Core Skills & Competencies
- Analytical Thinking: Ability to dissect complex processes, identify bottlenecks, and design streamlined solutions.
- Communication: Clear, concise, and persuasive communication with technical and non‑technical audiences, from site foremen to CFOs.
- Problem Solving: Proactive issue identification and resolution, with a focus on long‑term stability.
- Customer‑Centric Mindset: Passion for delivering measurable business outcomes and a relentless drive to exceed client expectations.
- Adaptability: Comfort thriving in a fast‑moving, AI‑first environment where priorities shift quickly.
The Tools You’ll Use (All Powered by brighthush)
- brighthush Platform: Core construction‑tech solution for crew, equipment, and finance management.
- brighthush Project Hub: Task tracking and project timelines.
- brighthush CRM: Managing client relationships and pipeline visibility.
- brighthush Issue Tracker: Logging bugs, feature requests, and improvement tickets.
- brighthush Call Center: Coordinated outreach and on‑site scheduling.
- AI‑Assist: Suite of AI tools that accelerate data mapping, workflow design, and documentation generation.
Career Growth & Learning Opportunities
At brighthush, your career trajectory is intentionally designed to be vertical and lateral. Successful Customer Solutions Managers can progress to:
- Senior Customer Solutions Manager – overseeing a portfolio of strategic accounts.
- Solutions Engineering Lead – guiding technical pre‑sales and complex implementation projects.
- Strategic Sales Executive – leveraging deep product knowledge to close high‑value contracts.
- Product Management or Operations Leadership – shaping the roadmap based on frontline customer insights.
We also invest heavily in continuous learning: access to industry certifications, AI‑tool training, and regular knowledge‑sharing sessions with senior leadership.
Compensation, Perks & Benefits (General Overview)
- Competitive base salary aligned with senior‑level market benchmarks in Australia.
- Performance‑based bonuses tied to implementation speed, adoption metrics, and retention goals.
- Comprehensive health, dental, and vision coverage.
- Generous paid parental leave and flexible vacation policy.
- Remote‑first work model with a home‑office stipend and occasional on‑site collaboration days.
- Professional development budget for certifications, conferences, and AI‑tool mastery.
- Company‑wide wellness initiatives, including mental‑health resources and virtual fitness classes.
Work Environment & Culture at brighthush
We are a small, AI‑first team where every voice matters. Our culture is built on four core values:
- Do What’s Right: Ethical decision‑making and transparency guide every interaction.
- Customers Are Our Why: We obsess over delivering real, measurable value to our clients.
- Grow With Purpose: Personal and professional growth are celebrated and supported.
- One Team: Collaboration across geography and function is the norm, not the exception.
Our remote‑first policy means you can work from anywhere in Australia, but we also host quarterly “hubs” where the entire team gathers for strategy workshops, hackathons, and social bonding.
Our Hiring Process – Transparent & Efficient
We respect your time and aim to move quickly:
- Phone Screen (30 min): Conversation with Sophie, Head of People & Culture, to discuss your background and motivations.
- Implementation Deep‑Dive (45‑60 min): Interview with Trent McCreanor, VP of Sales, focused on your rollout experience, project‑management style, and cross‑functional collaboration.
- Final Conversation: Meet our CEO for a cultural fit discussion, vision alignment, and to answer any remaining questions.
We aim to provide feedback within five business days of each interview stage.
Commitment to Diversity, Equity & Inclusion
brighthush gives equal consideration to all qualified applicants, regardless of race, colour, religion, gender identity, national origin, disability, or any other legally protected characteristic. If you require accommodations at any stage of the recruitment process, please let us know—we’ll gladly arrange them.
Ready to Shape the Future of Construction?
If you are a proactive, relationship‑focused implementation leader who thrives on turning complex payroll and finance workflows into seamless digital experiences, we want to hear from you. Join brighthush and become the catalyst that helps construction contractors across Australia—and beyond—realize their full potential.
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