Senior Customer Success & Digital Transformation Lead – Championing Strategic Impact, Innovation, and Measurable Outcomes for Federal Agencies at brighthush

About brighthush

brighthush is a pioneering force in public‑sector technology, turning complex, mission‑critical challenges into secure, scalable software that empowers federal agencies to deliver life‑saving services. We measure success not by lines of code, but by the tangible outcomes we create for communities across the United States. By fusing cutting‑edge innovation with an unwavering commitment to public service, we ensure every product we deliver meets the highest standards of security, reliability, and regulatory compliance.

Our culture is anchored in five core pillars: autonomy, growth, kindness, candor, and continuous learning. Small, elite cross‑functional teams give us the agility to iterate quickly and deliver high‑quality solutions that exceed the most demanding expectations. As a certified Great Place to Work®, we celebrate a 100 % employee satisfaction rate and foster an environment where bold ideas become real capabilities.

Why brighthush is the Right Fit for You

At brighthush, you’ll join a mission‑driven organization that values your expertise and empowers you to shape the future of public‑sector technology. If you thrive in fast‑paced, mission‑critical environments and enjoy aligning delivery teams with stakeholder goals, you’ll feel right at home. Below is a snapshot of the qualities that make a candidate stand out in this role:

• Obsessed with delivering measurable mission impact and outcomes.
• Comfortable making daily decisions that influence product delivery.
• Skilled at fostering collaboration across internal groups and all levels of the customer.
• Creative problem‑solver who embraces uncertainty and turns it into opportunity.
• Curious, keen learner who continuously refines practices and knowledge.
• Strong communicator, organizer, and facilitator.
• Willingness to travel up to 25 % to meet with clients and partners.

What You’ll Do

As a Senior Customer Success & Digital Transformation Lead, you will be the linchpin that connects our federal agency clients with the delivery teams that build their solutions. Your day will be dynamic, wearing multiple hats such as Program Manager, Onboarding Specialist, Digital Transformation Guide, and Delivery Coordinator—all while maintaining an empathetic, outcomes‑focused approach.

You will manage multiple accounts simultaneously, collaborating closely with Product Managers, User‑Centered Designers, Platform Engineers, and client stakeholders at all levels. Your responsibilities will include:

Key Responsibilities

• Account Onboarding & Alignment – Partner with Practice Leadership and Recruiting to assemble the right talent for each contract. Guide delivery team members through a streamlined onboarding process, sharing context and expectations.
• Stakeholder Engagement – Partner with contract officers, executives, and end‑users to define goals, establish metrics, and align on success criteria.
• Risk Management & Mitigation – Identify potential risks early, develop mitigation plans, and ensure agile practices are in place to keep projects on track.
• Health & Performance Monitoring – Measure account health using custom dashboards, conduct regular health checks, and drive remediation plans when needed.
• Value Realization – Ensure the client fully realizes the value delivered, translating technical outcomes into business impact.
• Strategic Growth – Own the account strategy, identify expansion opportunities, and cultivate referenceable relationships that drive future business.
• Process Improvement – Build and refine repeatable customer success practices, such as Success Plans, Health Scores, and onboarding playbooks.
• Escalation Management – Defuse challenging situations, manage escalations, and maintain a positive client experience.

Essential Qualifications

• 6–10 years of experience in Customer Success, Program Management, or Services Delivery, preferably with government agency customers.
• Proven track record of managing new contracts, onboarding delivery teams, and aligning client goals with delivery outcomes.
• Strong background in client‑facing roles, working with stakeholders at various levels, including contract officers.
• Demonstrated ability to shift between skill sets—Program Management, Onboarding, Digital Transformation, Delivery Coordination—based on customer needs.
• Experience in risk mitigation, establishing metrics, and implementing agile methodologies for project success.
• Ability to manage multiple accounts simultaneously, collaborating with cross‑functional teams.
• Business‑mindset with a focus on driving account growth and expansion while ensuring customer value.
• Excellent organization, communication, and facilitation skills.
• Willingness to travel up to 25 %.

Preferred Qualifications

• Experience building and maintaining Customer Success practices and tools (e.g., Success Plans, Health Scores).
• Proven ability to design repeatable onboarding processes.
• Familiarity with agile frameworks, digital transformation strategies, and client‑specific goal alignment.
• Escalation management expertise and the ability to defuse high‑stakes situations.
• Track record of building and refining repeatable processes based on customer success experiments and learnings.

Skills & Competencies

• Strategic thinking and execution.
• Exceptional stakeholder management and influence.
• Data‑driven decision making and analytical mindset.
• Strong project management and organizational skills.
• Adaptability and resilience in fast‑moving environments.
• Proficiency with CRM, project management, and collaboration tools (e.g., Salesforce, Jira, Confluence).
• Knowledge of government procurement processes and security standards.

Career Growth & Learning

At brighthush, your professional development is a top priority. You’ll have access to:

• Annual learning budget of up to $3,500 for courses, certifications, conferences, and events.
• Mentorship from senior leaders across product, design, engineering, and operations.
• Opportunities to lead cross‑functional initiatives and shape the future of our customer success practice.
• Clear career pathways from Customer Success Manager to Director of Customer Success, and beyond.
• Regular performance reviews focused on growth, impact, and skill development.

Work Environment & Culture

brighthush operates as a fully distributed, 100 % remote workforce. We trust our employees to manage their schedules and deliver results. Our culture is built on:

• Autonomy – You’ll own your work and have the freedom to innovate.
• Collaboration – Cross‑functional teams work together in real time, sharing ideas and feedback.
• Kindness & Candor – We foster a supportive environment where honest communication is valued.
• Continuous Learning – We encourage experimentation, reflection, and knowledge sharing.

Compensation & Benefits

We offer a competitive salary commensurate with experience, complemented by performance‑based bonuses. Our comprehensive benefits package includes:

• Health, dental, and vision insurance with generous coverage options.
• 401(k) plan with company match.
• Paid time off, sick leave, and flexible holiday scheduling.
• Remote work stipend to support your home office setup.
• Wellness programs, mental health resources, and employee assistance programs.
• Annual company retreats and team‑building events (virtual and in‑person).

How to Apply

If you are ready to lead transformative customer success initiatives for federal agencies and help shape the future of public‑sector technology, we want to hear from you. Submit your application through our careers portal or send your resume and cover letter directly to [email protected]. Join brighthush and make a lasting impact on the world.