Senior Customer Success Manager – Championing Strategic SaaS Adoption, Renewal Excellence, and Sustainable Growth for Government Technology Leaders at brighthush

About brighthush

brighthush is not just a technology vendor; we are a catalyst for transformation in the public sector. Our cloud‑native SaaS platform empowers city councils, state agencies, and federal departments to harness data, automate payments, and streamline service delivery while upholding fiscal responsibility and transparency. Designed to scale from a single municipal office to a nationwide federal operation, our solutions ensure that every citizen experiences faster, more reliable public services.

At the heart of our mission lies a simple promise: to make government smarter, more efficient, and more responsive. We believe that technology is only as powerful as the people who use it, which is why we invest heavily in our people. Our culture is built on collaboration, continuous learning, and impact‑oriented innovation. If you are passionate about customer success, thrive in a fast‑moving SaaS environment, and want to make a tangible difference in the public sector, brighthush is the place for you.

Why This Role Matters

As a Senior Customer Success Manager, you will be the linchpin between our cutting‑edge solutions and the public agencies that rely on them. Your strategic guidance will help clients unlock the full value of brighthush’s platform, ensuring high adoption rates, smooth renewals, and long‑term partnership success. In this role, you’ll have the opportunity to shape the customer experience, influence product roadmaps, and drive revenue growth—all while contributing to the public good.

Beyond the tangible impact on our clients, you will play a pivotal role in shaping the future of public‑sector technology. By translating customer insights into product enhancements, you help brighthush stay ahead of regulatory changes and emerging trends, ensuring that our solutions remain the gold standard for government agencies worldwide.

Key Responsibilities

• Client Relationship Stewardship: Build and maintain deep, trusted relationships with key stakeholders across multiple public‑sector agencies, acting as the primary point of contact for all customer success initiatives.
• Product Adoption & Enablement: Champion brighthush’s SaaS platform by designing and executing adoption plans, conducting training workshops, and creating tailored onboarding experiences that accelerate time‑to‑value.
• Renewal & Expansion Management: Lead the renewal process, collaborating with sales and finance teams to secure contract extensions, identify upsell opportunities, and negotiate terms that align with client goals.
• Customer Advocacy & Feedback Loop: Serve as the voice of the customer within brighthush, gathering insights, translating them into actionable product enhancements, and ensuring that client needs drive our roadmap.
• Data‑Driven Success Metrics: Monitor and analyze key performance indicators (KPIs) such as Net Promoter Score (NPS), churn rates, and adoption metrics; use data to inform proactive engagement strategies.
• Cross‑Functional Collaboration: Partner with Product, Engineering, Marketing, and Sales teams to align on customer priorities, deliver joint value propositions, and ensure a seamless customer journey.
• Travel & On‑Site Engagement: Allocate 30‑50% of your time traveling to client sites across the United States, providing on‑site support, workshops, and strategic reviews.
• Strategic Thought Leadership: Represent brighthush at industry conferences, public sector forums, and client advisory boards, positioning the company as a thought leader in government technology.
• Risk Management: Identify potential risks to customer satisfaction or contract renewal, develop mitigation plans, and collaborate with internal stakeholders to resolve issues before they impact the client.
• Process Improvement: Continuously refine customer success processes, tools, and documentation to increase efficiency, reduce onboarding time, and improve overall customer experience.
• Mentorship & Team Development: Mentor junior customer success team members, sharing best practices and fostering a culture of continuous improvement.
• Strategic Account Planning: Develop and execute account plans that align with client objectives, identify growth opportunities, and track progress against milestones.
• Innovation Champion: Identify emerging technologies and industry trends that could benefit clients, and propose pilot projects or proof‑of‑concepts to demonstrate value.
• Compliance & Governance: Ensure that all client engagements adhere to federal, state, and local procurement regulations, data privacy laws, and security standards.

Essential Qualifications

• Minimum of 3 years of proven experience in customer success, account management, or a related role within a SaaS environment.
• Bachelor’s degree in Business, Marketing, Communications, Public Administration, or a related field.
• Strong analytical mindset with the ability to interpret complex data sets and translate findings into actionable insights.
• Exceptional written and verbal communication skills, capable of articulating technical concepts to non‑technical audiences.
• Demonstrated organizational prowess, managing multiple accounts simultaneously while maintaining high service quality.
• Proficiency with CRM platforms (e.g., Salesforce, HubSpot) and customer success tools (e.g., Gainsight, Totango).
• Comfortable with frequent travel (30‑50%) and flexible scheduling to meet client needs.
• Experience leading cross‑functional initiatives and influencing product strategy.
• Strong negotiation skills, with a track record of securing contract renewals and upsell opportunities.
• Proven ability to build rapport with senior government officials and navigate complex procurement processes.
• Experience in a high‑growth SaaS company, preferably within the public‑sector technology space.

Preferred Qualifications

• Experience working with government agencies or public‑sector clients.
• Background in financial technology or payment solutions.
• Knowledge of public‑sector procurement processes and compliance requirements.
• Advanced data analytics skills (SQL, Python, Tableau).
• Prior involvement in product roadmap discussions or feature prioritization.
• Experience with agile development methodologies and sprint planning.
• Fluency in a second language commonly used in public‑sector communications (e.g., Spanish, French).
• Experience with public‑sector budgeting and grant management.

Core Skills & Competencies

• Strategic Thinking: Ability to develop long‑term success plans that align with client objectives and brighthush’s business goals.
• Customer‑Centric Mindset: Passion for delivering exceptional service and turning challenges into opportunities for improvement.
• Problem‑Solving: Strong troubleshooting skills, with a knack for identifying root causes and implementing effective solutions.
• Influence & Negotiation: Skilled at persuading stakeholders, negotiating contract terms, and securing renewals.
• Collaboration: Proven ability to work cross‑functionally, fostering teamwork and shared accountability.
• Adaptability: Comfortable navigating a fast‑paced, evolving SaaS landscape and adjusting strategies accordingly.
• Data‑Driven Decision Making: Comfortable using data to guide strategy, measure success, and iterate on processes.
• Leadership Presence: Ability to inspire confidence in clients and internal teams alike, especially during high‑stakes negotiations.
• Communication Excellence: Mastery of storytelling, presentation, and stakeholder engagement.

Career Growth & Learning Opportunities

At brighthush, your professional development is a priority. As a Senior Customer Success Manager, you will:

• Progress to a Director of Customer Success role, overseeing a team of managers and shaping the global customer strategy.
• Participate in leadership development programs, including mentorship from senior executives and cross‑departmental projects.
• Gain exposure to product management, sales strategy, and public‑sector policy initiatives, broadening your skill set beyond traditional customer success.
• Attend industry conferences, webinars, and workshops to stay ahead of emerging trends in SaaS, public‑sector technology, and customer experience.
• Receive ongoing training in data analytics, negotiation, and advanced CRM usage to enhance your effectiveness.
• Engage in a structured career ladder that rewards innovation, impact, and leadership, with clear pathways to executive roles.
• Contribute to internal knowledge‑sharing sessions, publishing white papers, and leading internal training programs.
• Lead initiatives that shape the future of public‑sector technology, influencing policy discussions and industry standards.

Work Environment & Culture at brighthush

brighthush thrives on a culture of transparency, innovation, and impact. Our remote‑first model empowers you to work from anywhere in the United States while staying connected through:

• Weekly virtual town halls and team check‑ins.
• Collaborative tools like Slack, Asana, and Zoom.
• Regular hackathons and cross‑functional brainstorming sessions.
• A commitment to work‑life balance, with flexible hours and generous paid time off.
• Annual company retreats that combine team building with community service projects.
• Employee resource groups that celebrate diversity, equity, and inclusion.
• Mentorship programs that pair emerging leaders with seasoned executives.
• Community outreach initiatives that align with our mission to transform public services.

We celebrate diversity, equity, and inclusion, ensuring every voice is heard and valued. Our teams are built on mutual respect, continuous learning, and a shared mission to transform public services through technology. We actively support employee resource groups, mentorship programs, and community outreach initiatives that align with our values.

Compensation, Perks, and Benefits

• Competitive Base Salary: Reflective of your experience and the value you bring to brighthush.
• Performance‑Based Bonuses: Earn additional rewards tied to customer success metrics and renewal targets.
• 401(k) Matching: Secure your future with a generous company match.
• Health & Wellness: Comprehensive medical, dental, and vision plans, plus mental health resources and a wellness stipend.
• Paid Time Off: Generous vacation, sick leave, and personal days to recharge.
• Parental Leave: Generous paid parental leave for new parents.
• Professional Development: Reimbursement for certifications, courses, and industry events.
• Remote Work Flexibility: Work from any U.S. location with a stipend for home‑office setup.
• Employee Stock Purchase Plan: Opportunity to invest in brighthush at a discounted rate.
• Wellness Programs: Access to virtual fitness classes, mindfulness sessions, and health coaching.
• Technology Stipend: Cover the cost of high‑speed internet, ergonomic equipment, and other work‑from‑home essentials.

Success Stories & Impact Highlights

Our clients have seen transformative results:

• A state transportation department reduced payment processing time by 40% after adopting our automated billing solution.
• A city council increased citizen engagement by 25% through our data‑driven service portal.
• A federal agency achieved a 30% reduction in audit findings by leveraging our compliance‑tracking features.
• A regional health department cut administrative overhead by 35% using our integrated case‑management platform.
• A public‑sector nonprofit improved grant reporting accuracy by 50% with our real‑time analytics dashboard.

These successes are a testament to the power of partnership, data‑driven strategy, and a customer‑first mindset—all hallmarks of the brighthush experience.

How to Apply

If you’re ready to elevate customer success to new heights, drive meaningful impact in the public sector, and grow your career with a forward‑thinking SaaS company, we want to hear from you. Submit your application through the link below and join the brighthush team where your expertise will shape the future of government technology.