Senior Customer Success Manager – Government SaaS & Modernization Specialist – Leading Digital Transformation & Citizen Engagement for Public Sector Leaders at brighthush

About brighthush

brighthush is not just a technology vendor; we are a catalyst for public‑sector innovation. With a portfolio of cloud‑native SaaS platforms and integrated payment solutions, we empower agencies—from city councils to federal ministries—to deliver services faster, more securely, and with greater transparency. Our mission is simple yet ambitious: simplify public sector operations so that governments can focus on serving citizens, not on legacy systems. Thousands of agencies across the country trust brighthush to streamline workflows, cut costs, and elevate citizen engagement. Behind every successful deployment is a team of engineers, designers, and customer‑success leaders who are passionate about impact, integrity, and continuous improvement.

Why Join brighthush?

At brighthush, you’ll be part of a purpose‑driven organization that is reshaping how governments serve the public. We celebrate curiosity, resilience, and a relentless focus on customer success. Our culture is built on collaboration, transparency, and continuous learning. Whether you’re a seasoned professional or an ambitious early‑career talent, you’ll find opportunities to grow, lead, and make a tangible difference.

Position Overview

We are seeking an experienced Senior Customer Success Manager who thrives in complex, ambiguous environments and excels at turning challenging relationships into long‑term partnerships. In this role, you will own a portfolio of high‑value government accounts, guide them through digital transformation, and ensure they realize maximum value from our SaaS offerings. Your work will directly influence the efficiency of public services and the satisfaction of citizens.

Key Responsibilities

• Customer Retention & Relationship Management
  • Own a portfolio of complex, high‑impact customer relationships and serve as the primary point of accountability for the overall experience.
  • Proactively identify retention risks, develop mitigation plans, and rebuild confidence in our solutions.
  • Own escalations related to support, billing, invoicing, and legacy system limitations, partnering with cross‑functional teams to drive resolution.
  • Lead account conversations focused on clarity, progress, and next steps—even in ambiguous or under‑documented environments.
• Customer Growth & Modernization
  • Build trusted relationships with customer stakeholders through consistency, transparency, and follow‑through.
  • Guide customers from legacy, on‑premise solutions toward modern SaaS offerings, ensuring smooth migration and adoption.
  • Identify and advance expansion and upsell opportunities aligned to customer needs and platform strategy.
• Execution & Collaboration
  • Operate independently and make sound decisions with incomplete information.
  • Collaborate cross‑functionally with Support, Product, Finance, Sales, and Engineering to move customer issues forward.
  • Support onboarding, renewals, and ongoing engagement to ensure continuity of service.

Essential Qualifications

• Minimum of 2+ years of experience in Customer Success, Account Management, or a customer‑facing role within SaaS, technology, or complex B2B environments.
• Proven ability to manage unhappy or at‑risk customers and rebuild trust.
• High tolerance for ambiguity and the ability to thrive in fast‑moving, evolving contexts.
• Strong relationship‑building skills, including the confidence to have difficult conversations.
• Exceptional problem‑solving instincts and the ability to juggle multiple priorities simultaneously.
• Comfort operating independently and taking ownership of outcomes.
• Persistence, optimism, and a “can‑do” mindset even in challenging situations.
• Excellent verbal and written communication skills.
• Bachelor’s degree in business, communications, or a related field (or equivalent experience).
• Willingness to travel up to 35% for on‑site customer meetings, relationship rebuilding, and strategic engagements.
• Because this position has access to criminal justice information, you must complete CJIS‑related training and pass a secondary FBI Level background check.

Preferred Qualifications

• Experience working with government agencies or public‑sector clients.
• Knowledge of cloud migration, SaaS adoption, or digital transformation initiatives.
• Familiarity with compliance frameworks such as CJIS, FedRAMP, or ISO 27001.
• Previous experience in a role that required cross‑departmental collaboration and stakeholder management.

Core Skills & Competencies

• Strategic Thinking – Ability to see the big picture and align customer goals with brighthush’s product roadmap.
• Customer Advocacy – Passion for championing the customer’s voice within the organization.
• Analytical Acumen – Comfortable interpreting data, metrics, and KPIs to drive decisions.
• Project Management – Skilled at coordinating initiatives across multiple teams and timelines.
• Change Leadership – Adept at guiding organizations through transformation and adoption of new technologies.
• Communication – Clear, concise, and persuasive in both written and verbal formats.
• Collaboration – Strong interpersonal skills to work effectively with cross‑functional partners.

Career Growth & Learning Opportunities

At brighthush, we believe that your professional development is as important as the work you do. As a Senior Customer Success Manager, you will:

• Progress to senior or lead roles within the Customer Success organization, managing larger portfolios and mentoring junior teammates.
• Transition into product management, consulting, or strategy roles, leveraging your deep customer insights.
• Participate in leadership development programs, workshops, and industry conferences.
• Access a robust learning library, including courses on cloud technologies, public‑sector regulations, and advanced customer engagement techniques.

Work Environment & Culture

brighthush fosters a culture of innovation, accountability, and inclusivity. Our remote‑first environment is supported by:

• Flexible work hours that accommodate different time zones and personal commitments.
• Regular virtual town halls, hackathons, and cross‑team knowledge‑sharing sessions.
• A collaborative platform that keeps everyone connected, regardless of location.
• Recognition programs that celebrate wins, milestones, and creative problem‑solving.

Compensation & Benefits

While specific salary ranges are determined by experience and market conditions, brighthush offers a competitive compensation package that includes:

• Base salary plus performance‑based incentives tied to customer satisfaction and renewal metrics.
• Health, dental, and vision insurance plans with generous coverage options.
• Unlimited paid time off (PTO) to support work‑life balance.
• Health Savings Account (HSA) and Flexible Spending Account (FSA) options.
• 401(k) plan with company matching contributions.
• Paid parental leave and family‑friendly policies.
• ABLE program matching for the disability community.
• Short‑term and long‑term disability insurance, group term life insurance, and comprehensive EAP (Employee Assistance Program) for financial and legal support.
• Professional development budget and tuition reimbursement for relevant certifications.

How to Apply

If you are a resilient, customer‑centric professional who thrives on turning complex challenges into success stories, we want to hear from you. Submit your application through our careers portal and join brighthush in shaping the future of government technology.

brighthush is an Equal Opportunity Employer

We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, gender, sexual orientation, age, disability, veteran status, or any other protected characteristic.