Seasonal Senior Customer Success & Digital Transformation Lead – Spearheading Federal Agency Engagement, Innovation, and Program Management Excellence at brighthush
About brighthush: Pioneering Digital Transformation for the Nation
brighthush is more than a technology partner; we are a catalyst for change in the public sector. With a portfolio that spans national security, public safety, and critical infrastructure, we deliver secure, custom software solutions that empower federal agencies to serve citizens more efficiently and effectively. Our mission is simple yet profound: to build the digital backbone that keeps the United States safe, resilient, and forward‑thinking. Every line of code, every deployment, and every customer interaction is guided by a commitment to excellence, compliance, and measurable impact.
Position Overview: A Multifaceted Leadership Role
We are seeking a seasoned Senior Customer Success & Digital Transformation Lead to become the linchpin between our engineering teams and federal clients. In this seasonal capacity, you will wear many hats—Program Manager, Onboarding Specialist, Digital Transformation Advisor, and Delivery Coordinator—while maintaining a client‑centric, outcomes‑focused mindset. Your leadership will ensure that every project not only meets contractual obligations but also delivers measurable value aligned with each agency’s mission.
Key Responsibilities
- Account Leadership: Own a portfolio of high‑impact federal agency accounts, guiding them from onboarding through long‑term success and renewal.
- Program Management: Define project scopes, timelines, budgets, and resource allocations; proactively manage risks, dependencies, and stakeholder expectations.
- Onboarding & Enablement: Design and execute streamlined onboarding processes that include knowledge transfer, context sharing, and expectation alignment.
- Digital Transformation Guidance: Advise clients on best practices for digital transformation, agile adoption, and technology integration to achieve strategic objectives.
- Stakeholder Engagement: Build and nurture relationships with contract officers, executive sponsors, and end users; facilitate workshops, reviews, and decision‑making sessions.
- Metrics & Health Monitoring: Develop and track success metrics (e.g., adoption rates, ROI, NPS); conduct health checks and drive remediation plans when needed.
- Revenue & Growth: Identify upsell and cross‑sell opportunities; collaborate with Sales and Practice Leadership to expand engagement scope and secure referenceable customers.
- Process Improvement: Continuously refine customer success practices, onboarding templates, and agile frameworks based on data, experimentation, and feedback.
- Escalation Management: Resolve complex client issues, defuse escalations, and maintain a calm, solution‑oriented demeanor.
- Team Collaboration: Work closely with Product, Design, Engineering, and Operations to ensure alignment between delivery and customer expectations.
Essential Qualifications
- 8–10 years of experience in Customer Success, Program Management, or Services Delivery, preferably with federal agency clients.
- Proven track record of managing multiple accounts simultaneously while delivering on time, within budget, and to high quality.
- Strong client‑facing skills with the ability to engage stakeholders at all levels, including contract officers and executive sponsors.
- Demonstrated ability to shift between Program Management, Onboarding, Digital Transformation, and Delivery Coordination based on evolving customer needs.
- Experience implementing agile methodologies, risk mitigation strategies, and performance metrics.
- Excellent organizational, communication, and facilitation skills.
- U.S. citizenship and willingness to undergo a background investigation.
Preferred Qualifications
- Experience building and maintaining Customer Success practices and tools (e.g., Success Plans, Health Scores).
- Proficiency in creating repeatable onboarding processes and scalable frameworks.
- Familiarity with agile frameworks (Scrum, SAFe, LeSS) and digital transformation strategies.
- Escalation management expertise and a calm, solution‑oriented approach to conflict resolution.
- Track record of refining processes based on experimentation, data analysis, and continuous learning.
Skills & Competencies
- Strategic Thinking: Ability to see the big picture while managing day‑to‑day details.
- Customer‑Centric Mindset: Passion for delivering measurable impact and ensuring client success.
- Agile Fluency: Comfortable leading or participating in agile ceremonies and driving continuous improvement.
- Data‑Driven Decision Making: Skilled at interpreting metrics, identifying trends, and making evidence‑based recommendations.
- Collaboration & Influence: Strong interpersonal skills to influence cross‑functional teams and external stakeholders.
- Adaptability: Thrive in a fast‑paced, evolving environment with shifting priorities.
- Leadership & Mentorship: Ability to coach junior team members and foster a culture of growth.
Career Growth & Learning Opportunities
At brighthush, your professional development is a priority. You’ll have access to:
- Mentorship from senior leaders across product, design, and engineering.
- Annual learning budget of up to $3,500 for courses, certifications, conferences, and industry events.
- Regular knowledge‑sharing sessions, hackathons, and cross‑team workshops.
- Clear career pathways—from Customer Success Lead to Director of Customer Success or Program Management.
- Opportunities to lead strategic initiatives, shape company‑wide processes, and influence product direction.
Work Environment & Culture
brighthush is a 100 % distributed workforce, meaning you can work from anywhere in the United States. We provide:
- Flexible schedule to accommodate your personal and professional commitments.
- Monthly stipend of $750 for home‑office technology and $100 for branded merchandise.
- Wellness budget of $500 per year for fitness classes, mental health resources, or a Life Time membership ($900 annual benefit).
- Comprehensive health, dental, vision, life, and disability coverage—up to 100 % of employee premiums and 80 % of dependent premiums.
- 401(k) plan with a 10 % match on gross pay.
- Paid time off: 4 weeks of combined vacation and sick leave, 10 federal holidays, birthday, jury duty, and bereavement leave.
- Access to a global network of peers, thought leaders, and industry experts.
Compensation & Benefits
We offer a competitive salary range of $160,000 to $200,000 per year, commensurate with experience, skills, and market data. In addition to the base salary, you’ll receive:
- Performance‑based bonuses tied to customer satisfaction, project delivery, and revenue growth.
- Equity options as part of our long‑term incentive program.
- Annual travel allowance for client visits and conferences (up to 25 % travel).
- Unlimited professional development budget for courses, certifications, and conferences.
Why brighthush?
At brighthush, you’ll join a team that:
- Values autonomy and empowers you to make decisions that impact real missions.
- Encourages continuous learning and experimentation.
- Celebrates diversity and fosters an inclusive environment.
- Provides the tools, resources, and support to help you grow both personally and professionally.
- Is recognized as a Great Place to Work® with 100 % employee satisfaction.
Ready to Make an Impact?
If you are a seasoned Customer Success professional with a passion for government services, a knack for program management, and a desire to drive meaningful outcomes, we want to hear from you. Join brighthush and help us turn bold ideas into real capabilities that save lives, return time, and advance critical missions.