Senior Customer Success Manager – Federal Solutions & Adoption Lead (East Coast Remote) – Championing Digital Transformation, Strategic Partnerships, and End‑to‑End Adoption for Public Sector Agencies at brighthush

About brighthush and the Future of Federal Technology

brighthush is a trailblazer in the federal technology arena, dedicated to empowering U.S. agencies with secure, scalable, and compliant cloud, identity, and security solutions. By fusing cutting‑edge SaaS platforms with robust on‑premise integrations, we enable public‑sector organizations to accelerate digital transformation while upholding the highest standards of data protection, operational resilience, and regulatory compliance. Our portfolio is meticulously engineered to meet the unique demands of federal agencies—from secure identity management to enterprise‑grade cloud architecture—ensuring every solution aligns with the most stringent federal regulations.

In a world where technology is the backbone of public service, brighthush stands at the forefront, delivering measurable outcomes, mitigating risk, and unlocking new efficiencies for our customers. We believe that technology should be a catalyst for public service excellence, and our mission is to provide the tools, expertise, and partnership necessary for agencies to serve the nation more effectively.

Why This Role Matters

Federal agencies operate in a rapidly evolving digital landscape, confronting complex regulatory environments, legacy systems, and the urgent need for rapid, secure adoption of new technologies. As a Senior Customer Success Manager, you will be the trusted partner guiding these agencies through the entire lifecycle of our solutions—from initial onboarding to sustained adoption, renewal, and expansion. Your influence will directly shape how public sector organizations deliver services, protect sensitive data, and respond to emerging threats.

In this role, you will not only manage relationships but also act as a strategic advisor, ensuring that every deployment aligns with the agency’s mission, compliance requirements, and long‑term vision. Your work will have a tangible impact on national security, public welfare, and the efficiency of government operations.

Key Responsibilities

Primary Customer Champion

• Serve as the main point of contact after the sale—overseeing end‑to‑end adoption and ensuring customers realize full value from our solutions.
• Act as the voice of the customer within brighthush, translating agency needs into product enhancements and service improvements.
• Maintain a deep understanding of each agency’s strategic priorities and operational constraints.
• Proactively identify and mitigate adoption risks before they impact mission‑critical operations.

Strategic Success Planning

• Collaborate with customers to develop and execute a customized roadmap that aligns with their business goals and compliance requirements.
• Define success metrics, milestones, and KPIs that reflect both technical adoption and business outcomes.
• Facilitate quarterly business reviews, ensuring alignment between agency objectives and brighthush capabilities.
• Document and communicate the success plan to internal stakeholders to secure necessary resources.

Trusted Advisor Relationship

• Build deep, executive‑level relationships with key stakeholders, positioning brighthush as a strategic partner rather than just a vendor.
• Provide thought leadership on federal technology trends, security best practices, and emerging regulatory changes.
• Advocate for the agency’s needs within product, engineering, and executive teams.
• Serve as a liaison between the agency and brighthush’s internal communities of practice.

Cross‑Functional Alignment

• Work closely with Sales, Product, Engineering, and Support teams to synchronize account activities, identify upsell opportunities, and deliver seamless service.
• Coordinate release schedules, training sessions, and change management initiatives.
• Ensure that all cross‑functional teams are aligned on priorities, timelines, and success criteria.
• Champion a culture of collaboration and shared accountability across the organization.

Adoption & Utilization Analytics

• Monitor usage metrics, identify trends, and proactively recommend actions to mitigate risk and increase engagement.
• Leverage analytics tools to surface insights on feature adoption, user behavior, and performance bottlenecks.
• Develop dashboards and reports that provide actionable intelligence to agency leaders.
• Translate data into clear, concise narratives that inform strategic decisions.

Feature & Release Education

• Keep customers informed about new capabilities, ensuring they are equipped to leverage the latest enhancements.
• Organize webinars, workshops, and on‑site training sessions tailored to agency roles.
• Provide documentation, cheat sheets, and best‑practice guides to accelerate learning.
• Collaborate with product teams to develop customer‑centric release notes.

Renewal & Expansion Management

• Identify renewal risks, collaborate with internal stakeholders to remediate issues, and drive successful contract renewals and expansions.
• Develop expansion plans that align with agency growth, budget cycles, and strategic initiatives.
• Track renewal metrics and report on trends to senior leadership.
• Negotiate renewal terms that reflect the value delivered and the agency’s evolving needs.

Voice of the Customer

• Capture and analyze customer feedback, translating insights into product improvements and service enhancements.
• Lead customer advisory boards, focus groups, and beta testing programs.
• Champion a culture of continuous improvement within brighthush.
• Advocate for customer‑centric innovation in the product roadmap.

Process & Program Leadership

• Own and continuously improve the customer success lifecycle, establishing best practices and scalable processes.
• Document workflows, create playbooks, and train new hires on success methodologies.
• Measure process effectiveness and iterate based on data and feedback.
• Drive adoption of industry‑standard frameworks such as CSF, CSAT, and NPS.

Thought Leadership & Advocacy

• Represent brighthush at industry events, webinars, and advisory boards, sharing insights on federal technology trends and best practices.
• Contribute to whitepapers, case studies, and thought‑leadership content.
• Build a personal brand as a trusted voice in federal technology adoption.
• Engage with policy makers and industry groups to shape the future of federal tech.

Team Mentorship & Development

• Coach and mentor junior customer success associates, fostering a culture of continuous learning and high performance.
• Conduct regular knowledge‑sharing sessions and skill‑building workshops.
• Provide constructive feedback and career guidance to help team members grow.
• Champion diversity, equity, and inclusion within the team.

Essential Qualifications

• Minimum of 5 years’ experience in customer success within a SaaS organization serving the public sector.
• Deep expertise in Identity and Access Management (IAM), Security, and cloud architecture, including on‑premise IT landscapes.
• Proven track record of consulting and implementing large‑scale IT systems, preferably cloud services and identity management solutions.
• Strong understanding of enterprise web technologies, security protocols, and cutting‑edge infrastructure.
• Specialized training or certification in SAML, security, or related areas is highly desirable.
• Demonstrated ability to craft and articulate a strategic roadmap that drives customer success.
• Exceptional communication skills, with experience presenting to executive audiences.
• Track record of leading expansion and adoption initiatives within large federal accounts.
• Experience in process improvement, decision making, and service excellence frameworks.
• Familiarity with SaaS vendors such as brighthush is a plus.
• Bachelor’s degree in a related field or equivalent professional experience.
• Willingness to travel up to 35% of the time to meet with federal clients.

Preferred Qualifications

• Prior experience working directly with federal agencies, including knowledge of federal procurement processes and compliance requirements.
• Certifications such as brighthush Certified Solutions Architect or Certified Information Systems Security Professional (CISSP).
• Experience with federal data classification, safeguarding, and secure data handling practices.
• Proficiency in using customer success platforms (e.g., brighthush, brighthush) and analytics tools.
• Experience leading cross‑functional teams in a matrixed environment.

Core Skills & Competencies

• Strategic Thinking – Ability to see the big picture and translate it into actionable plans.
• Relationship Building – Skilled at nurturing long‑term, high‑trust relationships with stakeholders at all levels.
• Analytical Acumen – Strong data‑driven mindset to interpret adoption metrics and forecast outcomes.
• Communication Excellence – Clear, concise, and persuasive communication across written and verbal channels.
• Problem‑Solving – Creative and decisive in resolving complex customer challenges.
• Collaboration & Influence – Ability to work cross‑functionally and influence without direct authority.
• Adaptability – Comfortable navigating ambiguity and shifting priorities in a dynamic environment.
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