Seasoned Senior Customer Success Manager – Secret Clearance, 100% Remote – Driving Government IT Innovation & Customer Success for National Security at brighthush

About brighthush

brighthush is a global technology and professional services powerhouse that delivers mission‑critical solutions to the U.S. government, defense, and intelligence communities. With a portfolio that spans cloud, cyber, AI, and software development, we empower agencies to operate at the edge of innovation while safeguarding national security. Our culture is built on collaboration, continuous learning, and a relentless focus on customer success. As a 100% remote organization, we bring together a diverse, high‑performing team that works from anywhere in the United States, ensuring flexibility without compromising on excellence.

Why Join brighthush?

• Impactful Work: You’ll play a pivotal role in the DISA E‑ICAM program, ensuring that government customers receive seamless, secure identity and access management solutions.
• Career Growth: Our AI‑powered career tool maps your professional journey, while an internal mobility team actively supports your advancement.
• Competitive Compensation: Base salary ranges from $102,000 to $138,000, with performance bonuses and a comprehensive benefits package.
• Work‑Life Balance: Full‑flex work weeks, generous paid time off, and a culture that values personal well‑being.
• Diverse & Inclusive: A military‑friendly workplace that celebrates diversity, equity, and inclusion.

Key Responsibilities

As a Customer Success Manager at brighthush, you will be the advocate, strategist, and operational partner for our DISA E‑ICAM program. Your day‑to‑day activities will include:

• Client Lifecycle Management: Guide customers from onboarding through production operations, ensuring a smooth transition and ongoing satisfaction.
• Change & Integration Support: Coordinate scheduling and integration of customer changes within the ICAM production environment.
• Customer Advocacy: Champion the customer’s voice within the program, translating needs into actionable improvements.
• Business Growth Enablement: Identify opportunities for customers to leverage program offerings, driving revenue and adoption.
• Relationship Building: Foster and maintain strong, trust‑based relationships with end‑users, operators, engineers, developers, and senior leadership.
• Documentation & Training: Develop or refine plans, processes, reports, briefs, training materials, and user guides.
• Issue Resolution: Lead the facilitation of customer‑facing requirements, changes, events, incidents, and problem resolution.
• Solution Demonstrations: Conduct live demos to showcase solution capabilities and value.
• Service Planning: Collaborate on the planning of customer‑facing services, features, and capabilities.
• Agile Collaboration: Work with senior leadership and cross‑functional teams to plan and execute tasks using Agile methodologies; participate in Scrum calls.
• Portfolio Management: Build and manage client portfolios, analyzing requirements and emerging needs to anticipate solutions.
• Leadership & Mentorship: Provide expert guidance to less‑experienced colleagues and potentially serve as a team or task lead (non‑people‑manager).
• Continuous Improvement: Identify and implement process enhancements to elevate customer experience and operational efficiency.

Essential Qualifications

• Education: Bachelor’s degree in Information Technology, Computer Science, Business Administration, or a related field. Equivalent experience (4+ years) may substitute for the degree.
• Security Clearance: Current active Secret clearance required; ability to obtain and maintain the clearance is mandatory.
• Experience: Minimum 8 years of experience in a customer‑success, account‑management, or program‑delivery role within an enterprise IT environment.
• Government Experience: Proven track record supporting Department of Defense (DoD) or other federal agency customers.
• Organizational Skills: Highly organized, capable of juggling multiple priorities and deadlines.
• Communication: Exceptional written and verbal communication skills; adept at translating technical concepts for diverse audiences.
• Proactive Mindset: Self‑driven, proactive, and able to anticipate customer needs before they arise.
• US Citizenship: Must be a U.S. citizen to meet security clearance requirements.

Preferred Qualifications

• CompTIA Security+ certification or higher (e.g., IAT Level II DoD 8570).
• Experience with identity and access management (IAM) solutions, especially within the DISA ecosystem.
• Familiarity with Agile frameworks (Scrum, Kanban) and experience leading or participating in sprint ceremonies.
• Knowledge of cloud platforms (AWS, Azure, GCP) and associated security controls.

Core Competencies & Skills

• Customer‑Centric Mindset: Passion for delivering exceptional service and building lasting partnerships.
• Analytical Thinking: Ability to dissect complex problems, identify root causes, and propose data‑driven solutions.
• Project Management: Skilled in planning, executing, and monitoring projects to meet scope, time, and budget constraints.
• Technical Proficiency: Comfortable navigating technical documentation, system architectures, and integration workflows.
• Stakeholder Management: Adept at aligning cross‑functional teams and managing expectations across multiple levels of an organization.
• Adaptability: Thrives in a fast‑paced, evolving environment; embraces change and continuous improvement.

Career Growth & Learning Opportunities

At brighthush, your professional development is a priority. We offer:

• AI‑driven career mapping tools that identify skill gaps and recommend learning pathways.
• Access to a wide range of internal training programs, certifications, and workshops.
• Mentorship from senior leaders and subject‑matter experts.
• Opportunities to transition into technical, program‑management, or leadership tracks based on your interests.
• Regular performance reviews that align goals with career aspirations.

Work Environment & Culture

brighthush fosters a culture of innovation, collaboration, and respect. Key highlights include:

• Remote‑First Flexibility: Work from anywhere in the U.S. with a fully equipped home‑office stipend.
• Inclusive Community: A vibrant community that celebrates diversity, equity, and inclusion, with employee resource groups and regular virtual events.
• Military‑Friendly: Recognized for supporting veterans and active‑service members, with tailored benefits and transition programs.
• Wellness & Balance: Comprehensive wellness programs, mental health resources, and a culture that encourages taking time off.
• Recognition & Rewards: Regular recognition programs, spot bonuses, and a culture that celebrates achievements.

Compensation & Benefits

We offer a competitive total rewards package that includes:

• Base Salary: $102,000 – $138,000, commensurate with experience and qualifications.
• Performance Bonuses: Annual bonuses tied to individual and company performance.
• Health & Wellness: Comprehensive medical, dental, and vision plans with Health Savings Account (HSA) options.
• Retirement: 401(k) plan with company match up to 5%.
• Paid Time Off: 15 days of paid vacation per year, 10 paid holidays, plus sick, personal, and bereavement leave.
• Family & Parental Leave: Paid family leave up to 160 hours per year and parental leave policies.
• Disability & Life Insurance: Short‑term and long‑term disability, life, accidental death, and critical illness coverage.
• Professional Development: Reimbursement for certifications, conferences, and continuing education.
• Employee Assistance Program: 24/7 counseling and support services.

How to Apply

Ready to make a difference in the national security landscape? Submit your application through our career portal and join a team that values innovation, integrity, and impact. We look forward to exploring how your expertise can help brighthush continue to deliver world‑class solutions to our government partners.

Equal Opportunity Employer

brighthush is an equal‑opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees, including veterans and individuals with disabilities.