Remote Principal Customer Success Executive – U.S. Federal – Championing Strategic Growth, Transformation, and AI‑Powered Innovation at brighthush

About brighthush

brighthush is a trailblazing, AI‑driven platform that redefines how enterprises orchestrate IT operations, field service, and application development. With a global footprint and a team of more than 10,000 professionals, we empower organizations to innovate at speed, scale, and security. Our mission is simple yet ambitious: to deliver technology that not only meets today’s challenges but also anticipates tomorrow’s opportunities. At brighthush, we fuse cutting‑edge machine learning, data analytics, and cloud engineering with deep industry expertise, creating solutions that transform business outcomes across public and private sectors.

As a remote‑first company, we champion flexibility and autonomy. Employees work from anywhere in the United States, supported by a vibrant virtual community that fosters collaboration, continuous learning, and a shared sense of purpose. Our culture is built on curiosity, resilience, and an unwavering focus on customer success—values that guide every decision, every interaction, and every innovation.

Why Join brighthush?

Joining brighthush means stepping into a forward‑thinking ecosystem that is reshaping the future of work and technology. We invest heavily in professional development, offering industry‑leading training, certifications, and mentorship programs that accelerate career growth. Our remote model gives you the freedom to balance personal and professional commitments while contributing to high‑impact projects that shape the federal landscape and beyond.

At brighthush, you’ll be part of a diverse, inclusive, and collaborative environment where ideas thrive, experimentation is encouraged, and success is measured by the value we deliver to our customers. Whether you’re a seasoned leader or an emerging talent, you’ll find a place to grow, innovate, and make a tangible difference.

Role Overview

As a Remote Principal Customer Success Executive, you will be the strategic steward of our most critical U.S. Federal accounts. You will own the post‑sale relationship, ensuring that our customers achieve their business objectives through transformative adoption of brighthush’s AI‑powered platform. Your leadership will drive satisfaction, retention, expansion, and ultimately, the long‑term success of both the customer and brighthush.

Key Responsibilities

• Lead High‑Complexity Transformations – Spearhead multi‑year, cross‑functional initiatives that align with federal governance frameworks, customer objectives, and organizational priorities.
• Identify & Nurture Professional Services Opportunities – Map product capabilities to customer needs, develop value blueprints, and conduct adoption analyses that uncover upsell and expansion potential.
• Collaborate with Impact Teams – Work closely with Customer Success Managers, Sales, Product, and Delivery to craft executive‑ready narratives, platform value stories, and strategic roadmaps.
• Shape Customer Strategy – Spot emerging trends, refine best practices, and align delivery approaches with evolving market demands and regulatory requirements.
• Drive Operational Excellence – Standardize delivery methodologies, enforce governance and quality standards, and advise on change management plans that minimize disruption.
• Advocate for Product Evolution – Build relationships with brighthush leadership, provide customer insights, and mentor peers on transformation best practices.
• Mitigate Risk – Proactively identify churn or revenue risks, develop corrective action plans, and ensure continuous alignment with contractual SLAs.
• Partner with Sales – Define and execute product adoption and retention plans, collaborating on account expansion strategies and revenue forecasting.
• Guide Governance – Provide prescriptive project/program governance support, ensuring adherence to federal compliance, security, and audit requirements.
• Elevate Customer Satisfaction – Champion the voice of the customer, driving initiatives that enhance experience for federal stakeholders and internal partners.

Essential Qualifications

• 15+ years of client‑facing experience in account management, consulting, or transformation leadership.
• Proven track record of influencing senior IT and business leaders, translating corporate strategy into actionable technology solutions.
• Strong project management skills; PMP certification preferred.
• Deep understanding of AI integration—experience leveraging AI tools to optimize workflows, inform decision‑making, and drive measurable value.
• Experience with executive‑level leadership, influencing senior stakeholders, and delivering strategic outcomes.
• Background working with U.S. Federal customers (preferred).
• Expertise in at least one of the following critical areas: IT Strategy & Planning, IT Operations & Management, Human Resources, Security Operations, Customer Service Management, IT Processes, IT Governance, IT Portfolio/Program/Project Management, or IT Project Delivery (SDLC).

Preferred Qualifications

• Demonstrated success in leading complex, multi‑year transformations for large federal agencies.
• Experience with AI ethics, system design, and responsible AI adoption.
• Strong facilitation skills—capable of guiding decision‑making and managing stakeholder expectations.
• Background in data‑driven performance measurement and continuous improvement.

Key Skills & Competencies

• Strategic Vision – Ability to see the big picture and translate it into actionable plans.
• Customer Advocacy – Passion for championing customer needs and ensuring their success.
• Change Management – Expertise in guiding organizations through transformation with minimal disruption.
• Communication – Exceptional written and verbal communication skills, with the ability to present complex ideas to executives.
• Analytical Thinking – Strong data analysis skills to assess adoption, value, and risk.
• Collaboration – Proven ability to work cross‑functionally with sales, delivery, product, and leadership teams.
• AI Fluency – Comfortable discussing AI capabilities, ethics, and integration strategies.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is supported by a robust learning ecosystem that empowers you to stay ahead of industry trends and advance your expertise.

• Access to industry‑leading certifications (e.g., PMP, ITIL, AI/ML, Cloud Architecture).
• Mentorship from senior leaders and subject‑matter experts across technology, strategy, and operations.
• Opportunities to lead cross‑functional initiatives, influence product roadmaps, and shape the future of enterprise AI.
• Clear promotion paths from Customer Success Executive to Director, VP, and C‑suite roles.
• Annual learning stipend to pursue courses, conferences, or advanced degrees.
• Participation in internal innovation labs, hackathons, and thought‑leadership forums.

Work Environment & Culture

Our remote culture is built on trust, transparency, and collaboration. You’ll join a diverse team that values:

• Inclusive decision‑making and open dialogue.
• Data‑driven problem solving and continuous improvement.
• Work‑life balance, with flexible hours and a generous time‑off policy.
• Community engagement through virtual events, volunteer days, and cross‑team hackathons.
• Recognition programs that celebrate individual and team achievements.

Compensation & Benefits

We offer a competitive total rewards package that reflects the value you bring to brighthush and our customers. While specific figures vary by experience and location, the package typically includes:

• Base salary commensurate with experience and market benchmarks.
• Variable/incentive compensation tied to customer success metrics, expansion revenue, and strategic milestones.
• Equity options (when applicable) to align your success with the company’s long‑term growth.
• Comprehensive health plans, including medical, dental, vision, and flexible spending accounts.
• 401(k) plan with company match to support your retirement planning.
• Employee Stock Purchase Plan (ESPP) for additional ownership opportunities.
• Matching donations to charitable causes you care about.
• Flexible time‑away plan for personal or professional development.
• Family leave programs and parental support to nurture work‑life harmony.
• Unlimited paid time off (subject to manager approval) to recharge and pursue passions.

Ready to Make an Impact?

If you are a seasoned customer success leader with a passion for federal transformation, AI, and driving measurable value, brighthush invites you to bring your expertise to our dynamic team. Join us in shaping the future of enterprise technology and delivering unparalleled success for our federal partners.

Apply today and help us illuminate the path to success for our most strategic U.S. Federal customers.