Senior Customer Success & Digital Transformation Leader – Strategic Impact, Innovation, and Measurable Outcomes for Federal Agencies & Enterprise Government Solutions at brighthush

About brighthush

brighthush sits at the cutting edge of public‑sector technology, turning intricate, mission‑critical challenges into secure, scalable software platforms that empower federal agencies to deliver life‑saving services to millions of Americans. Our purpose is measured not by lines of code, but by the tangible outcomes we create for communities across the United States—whether that means faster disaster‑response systems, more efficient benefits administration, or secure data‑exchange networks that protect national security. By fusing breakthrough innovation with an unwavering commitment to public service, brighthush ensures every product meets the highest standards of security, reliability, and regulatory compliance.

Our culture is built on five core pillars: autonomy, growth, kindness, candor, and continuous learning. Small, elite cross‑functional squads give us the agility to iterate quickly, experiment boldly, 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 will 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 Leader, 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, expectations, and success metrics.
• Stakeholder Engagement – Build trusted relationships with contract officers, senior executives, and end‑users. Facilitate workshops to define strategic goals, establish measurable KPIs, and secure alignment on success criteria.
• Risk Management & Mitigation – Proactively identify potential risks, develop mitigation plans, and embed agile practices that keep projects on schedule and within budget.
• Health & Performance Monitoring – Design and maintain custom dashboards that surface account health, utilization rates, and delivery velocity. Conduct regular health checks and drive remediation plans when needed.
• Value Realization – Translate technical deliverables into business impact, ensuring the client fully realizes the value of every feature, release, and enhancement.
• Strategic Growth – Own the account strategy, identify expansion opportunities, and cultivate referenceable relationships that drive future business and cross‑sell initiatives.
• Process Improvement – Build and refine repeatable customer success practices, such as Success Plans, Health Scores, onboarding playbooks, and escalation pathways.
• Escalation Management – Defuse challenging situations, manage escalations with poise, and maintain a positive client experience even under pressure.
• Thought Leadership – Contribute to brighthush’s knowledge base by publishing case studies, best‑practice guides, and internal training modules that elevate the entire organization.

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 and senior executives.
• 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, renewal playbooks).
• Proven ability to design repeatable onboarding processes that reduce time‑to‑value for new contracts.
• 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.
• Knowledge of government procurement processes, FedRAMP, FISMA, and other security standards.

Skills & Competencies

• Strategic thinking and execution. Ability to see the big picture while delivering on day‑to‑day tactical items.
• Exceptional stakeholder management and influence. Comfortable navigating complex organizational hierarchies.
• Data‑driven decision making and analytical mindset. Proficiency in building dashboards, interpreting metrics, and turning data into actionable insight.
• Strong project management and organizational skills. Mastery of timeline creation, resource allocation, and status reporting.
• Adaptability and resilience in fast‑moving environments. Thrive when priorities shift and ambiguity is high.
• Proficiency with CRM, project management, and collaboration tools (e.g., Salesforce, Jira, Confluence, Teams).
• Knowledge of government procurement processes and security standards. Understanding of FAR, DFARS, and compliance frameworks.
• Empathy and customer‑centric mindset. Ability to listen deeply, ask the right questions, and champion the client’s voice internally.

Career Growth & Learning

At brighthush, your professional development is a top priority. We invest heavily in your growth so you can continue to deliver extraordinary impact.

• Annual learning budget of up to $3,500 for courses, certifications, conferences, and events of your choosing.
• Mentorship program that pairs you with senior leaders across product, design, engineering, and operations.
• Leadership pathways that allow you to progress from Senior Customer Success Manager to Director of Customer Success, and eventually to VP‑level roles.
• Cross‑functional project opportunities that let you lead initiatives beyond your core account responsibilities, such as building a company‑wide Success Playbook or piloting AI‑driven health‑score models.
• Regular performance reviews focused on impact, skill development, and personal career aspirations.
• Access to internal learning hubs featuring on‑demand webinars, technical deep‑dives, and thought‑leadership series on digital transformation in the public sector.

Work Environment & Culture

brighthush operates as a fully distributed, 100 % remote workforce. We trust our employees to manage their schedules, choose their workspaces, and deliver results without micromanagement. Our culture is built on four interlocking values that shape every interaction:

• Autonomy – You own your work, set your priorities, and have the freedom to innovate.
• Collaboration – Cross‑functional teams work together in real time, sharing ideas, feedback, and best practices through virtual whiteboards, video huddles, and asynchronous channels.
• Kindness & Candor – We foster a supportive environment where honest communication is valued and diverse perspectives are celebrated.
• Continuous Learning – Experimentation, reflection, and knowledge sharing are encouraged; we treat every project as a learning opportunity.

In addition to remote flexibility, we host quarterly virtual “All‑Hands” events, annual in‑person retreats (when safe and feasible), and regular team‑building activities that keep the community spirit alive.

Compensation & Benefits

We offer a competitive salary that reflects your experience, expertise, and the high‑impact nature of the role. Compensation is complemented by performance‑based bonuses that reward measurable outcomes.

• Comprehensive health, dental, and vision insurance with generous employer contributions.
• 401(k) plan with company match to help you build long‑term financial security.
• Paid time off, sick leave, and flexible holiday scheduling to support work‑life balance.
• Remote‑work stipend to equip your home office with ergonomic furniture, high‑speed internet, and collaboration tools.
• Wellness programs, mental‑health resources, and employee assistance services.
• Annual company retreats and virtual team‑building events that strengthen relationships across geography.
• Employee recognition programs that celebrate milestones, innovative ideas, and exceptional client impact.

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 a compelling cover letter directly to [email protected]. Be sure to highlight specific examples of how you have driven measurable outcomes, managed complex stakeholder ecosystems, and built repeatable success processes.

Join brighthush and make a lasting impact on the world—one mission‑critical solution at a time.