Senior Customer Success Lead – Texas Department of Information Resources – Cloud & IT Transformation Specialist – Driving Agency Engagement, Digital Modernization, and Customer‑Centric Innovation at brighthush

About brighthush and the Future of Government Cloud

brighthush is a trailblazer in the intersection of public sector innovation and enterprise‑grade technology. With a mission to empower state and federal agencies to harness the full potential of cloud, data, and cybersecurity, we partner with government leaders to deliver secure, compliant, and scalable solutions that accelerate mission‑critical outcomes. Our flagship Texas Private Cloud initiative exemplifies this vision, providing agencies across the state with a modern, resilient platform that transforms legacy systems, streamlines operations, and elevates citizen services.

As the Senior Customer Success Lead for the Texas Department of Information Resources (DIR), you will be the linchpin of this transformation. You will champion the customer experience, drive agency engagement, and translate user feedback into actionable improvements that shape the technology roadmap. If you thrive in a fast‑paced, collaborative environment and are passionate about helping government agencies unlock the full potential of cloud technology, brighthush invites you to join our mission‑driven team.

The Role: Senior Customer Success Lead – Cloud & IT Transformation Specialist

In this pivotal role, you will partner closely with the Account Director and cross‑functional teams to deliver a world‑class customer experience across all DIR agencies. Your day‑to‑day activities will include:

• Co‑ownership of ITIL 4 Value Chain Engage: Collaborate with the Account Director to design, implement, and continuously improve engagement strategies that align with ITIL 4 best practices.
• Agency‑Level CX Planning: Develop, execute, and manage comprehensive Customer Experience (CX) plans tailored to each agency’s unique needs, ensuring alignment with DIR’s strategic objectives.
• Annual CX Plan Delivery: Lead the creation and delivery of the Annual Customer Experience Plan, setting measurable goals, milestones, and success metrics.
• Customer Outreach & Solution Workshops: Conduct outreach initiatives, facilitate solution workshops, and support migration workshops to guide agencies through cloud adoption and modernization.
• Intimacy & Listening Programs: Design and manage customer intimacy programs, including listening tours and feedback loops, to capture real‑time insights and foster continuous improvement.
• Advocacy & Feedback Integration: Partner with the Account Director on advocacy strategies, gather and analyze customer feedback, and translate insights into technology roadmap enhancements.
• Portal & Service Enablement: Facilitate natural‑language access to DIR and agency portals through brighthush’s platform, ensuring a seamless user experience.
• Stakeholder Relationship Management: Build and maintain strong relationships with senior‑level stakeholders across DIR agencies, ensuring alignment on priorities and expectations.
• Proactive Communication: Lead proactive communication efforts throughout service delivery and transformation initiatives, keeping stakeholders informed and engaged.
• Cross‑Functional Coordination: Coordinate with technical, operational, and business teams to address customer requirements, resolve issues, and deliver value.
• Continuous Improvement: Identify opportunities for process enhancements, service evolution, and customer‑centric innovations that drive agency satisfaction and operational efficiency.

Essential Qualifications

• Minimum 8 years of experience (or 12 years with a high school diploma) in customer success, client management, or account management within government IT environments.
• At least 6 years of proven success managing multiple government agency relationships simultaneously.
• Deep familiarity with Texas state agencies and their procurement, compliance, and operational frameworks.
• Demonstrated experience designing, launching, and managing customer experience programs in complex, regulated settings.
• Strong facilitation, presentation, and stakeholder management skills, with a track record of leading solution workshops and migration planning.
• Excellent written and verbal communication abilities, capable of articulating technical concepts to non‑technical audiences.
• Knowledge of ITIL service management principles and the ability to apply them in a government context.
• Proven ability to build and sustain senior‑level relationships, influencing decision‑makers and driving consensus.
• Strong analytical mindset, capable of translating customer feedback into actionable service and technology improvements.
• U.S. citizenship required.

Preferred Qualifications

• Experience supporting large‑scale IT transformation, migration, or modernization initiatives.
• Background in cloud architecture, data analytics, or cybersecurity within a government setting.
• Certifications such as ITIL Foundation, Certified Customer Experience Professional (CCXP), or Project Management Professional (PMP).
• Fluency in Spanish or other languages commonly used in Texas government agencies.
• Experience with agile or DevOps practices in a service delivery environment.

Key Skills & Competencies

• Customer‑Centric Mindset: Passion for delivering exceptional service and building lasting relationships.
• Strategic Thinking: Ability to align customer initiatives with broader organizational goals and technology roadmaps.
• Project Management: Skilled at managing multiple concurrent projects, timelines, and deliverables.
• Analytical Acumen: Proficient in data analysis, metrics tracking, and performance reporting.
• Communication & Influence: Strong interpersonal skills, capable of influencing senior stakeholders and negotiating outcomes.
• Adaptability & Resilience: Comfortable navigating ambiguity, rapid change, and evolving priorities.
• Technical Proficiency: Comfortable working with cloud platforms, migration tools, and service management systems.

Career Growth & Learning Opportunities

At brighthush, we believe that professional growth is a shared journey. As Senior Customer Success Lead, you will:

• Advance into senior leadership roles such as Director of Customer Success or Chief Customer Officer.
• Participate in cross‑functional initiatives that shape the future of government cloud services.
• Access continuous learning programs, including certifications, workshops, and mentorship from industry experts.
• Engage in global projects that broaden your perspective and expand your network across the national security and IT sectors.
• Contribute to thought leadership through whitepapers, conference presentations, and internal knowledge sharing.

Work Environment & Company Culture

brighthush fosters a culture of innovation, collaboration, and integrity. Our teams work in a flexible, hybrid environment that balances in‑office collaboration with remote flexibility. We celebrate diversity, encourage open dialogue, and empower employees to take ownership of their projects. Our mission‑driven focus means that every day you’ll see the tangible impact of your work on public safety, citizen services, and national security.

Compensation, Perks & Benefits

While the base salary for this position ranges from $86,000 to $138,000, total compensation may include:

• Performance‑based discretionary bonuses.
• Overtime and shift differential pay where applicable.
• Comprehensive health, dental, and vision insurance.
• Retirement savings plan with employer match.
• Paid time off, holidays, and flexible work arrangements.
• Professional development budget and tuition reimbursement.
• Employee wellness programs, including gym memberships and mental health resources.
• Employee recognition and award programs.

Why Join brighthush?

When you join brighthush, you become part of a team that is redefining how government agencies leverage technology to serve the public. You’ll work alongside seasoned experts, influence large‑scale transformation projects, and see the direct impact of your efforts on the lives of Texans. Our inclusive culture, commitment to innovation, and focus on employee growth make brighthush a truly rewarding place to build your career.

Ready to Make an Impact?

If you are a seasoned customer success professional with a passion for government IT, a proven track record of managing complex agency relationships, and a desire to drive meaningful change, we want to hear from you. Apply today and help brighthush empower Texas agencies to achieve their most ambitious goals.