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LightTable is an AI-powered construction document review platform for preconstruction teams, recently named one of Fast Company's Next Big Things in Tech for 2026. The company automates cross-document conflict detection across complex, multi-party workflows in data center and large commercial project design and construction. LightTable recently closed a Series A led by Innovation Endeavors and is in active enterprise deployments with major general contractors and data center builders.
As a Senior Engagement Manager, you will own the company's most strategic accounts—the largest general contractors and enterprise owners—where stakes, organizational complexity, and expansion opportunity are greatest. You are the orchestrator of each engagement: the primary executive relationship owner, the driver of change across multiple teams and stakeholders, and the person who pulls in resources from AEC specialists, product, and engineering teams to ensure client success. This role blends customer success, management consulting, and strategic account leadership.
Key responsibilities include:
- Own strategic engagements from contract signature through successful deployment and expansion, serving as the client's primary point of contact and setting the tone at the executive level.
- Drive change management: learn the client's existing processes, co-design new workflows with AEC specialists, secure executive buy-in, and train teams across multiple regions and business units.
- Define and communicate success metrics tied to the client's specific business outcomes, building shared roadmaps.
- Conduct strategic check-ins that go beyond status updates, identifying and closing gaps when results fall short of expectations.
- Manage the post-sales relationship end-to-end: track usage and metrics, monitor relationship health, and act proactively on stakeholder engagement and sentiment.
- Serve as the voice of the customer internally, translating client experiences, friction points, and wins into actionable product and roadmap input.
- Orchestrate the LightTable account team, partnering closely with AEC specialists to co-design workflows and drive outcomes.
- Drive land-and-expand within accounts: identify emerging stakeholders and internal groups, expand LightTable adoption across the organization, and maximize net retention and revenue expansion.
- Help build engagement playbooks, processes, and standards for the broader team, and serve as a thought partner to leadership as the function scales.
Success in the first 6 months is measured by: customer onboarding time and time-to-first-value, software consumption and adoption, depth of engagement (workflow adoption, executive buy-in, team training), net retention and expansion revenue, structured feedback loops to product and engineering, documented playbooks and processes, and overall customer satisfaction (NPS/CSAT).
REQUIREMENTS:
- 7–8+ years of experience in customer success, engagement management, or implementation at a B2B SaaS/technology company, or in management consulting, with ownership of large, complex enterprise accounts.
- Construction/AEC background strongly preferred: experience working in or alongside general contractors, owners, design firms, or construction technology, with understanding of how preconstruction teams operate.
- Proven change management experience: guided large organizations through new workflows and ways of working (not just tool support), with ability to win executive buy-in and bring skeptical teams along.
- Ownership mindset: take full ownership of outcomes and see them through independently.
- Builder mentality: have inherited nothing and built something (playbooks, processes, onboarding flows), with ability to discuss successes and failures and how you fixed them.
- Consultant's toolkit: operate like a management consultant with a product, able to map existing client processes, design better ones with subject-matter experts, and drive engagements while pulling resources across the business.
- AI-native approach: genuine curiosity about how AI is reshaping construction and desire to help clients adopt it; think in systems before headcount.
- Commercial instincts: understand this is a revenue function, spot expansion and account risk signals, partner effectively with sales.
- Relationship builder: skilled at building deeper relationships across organizations, getting in front of other groups to grow multi-stakeholder buy-in up to executive level.
- Clear communication: write compelling success plans and product briefs; know when to communicate in person or by phone and take initiative to do so.
Nice to have: experience at or building within an early-stage startup; experience managing or mentoring customer-facing team members.
