Senior Customer Success Manager – Government SaaS Solutions & Client Engagement Specialist – Public Sector, Cloud, High Growth – brighthush
About brighthush
brighthush is a purpose‑driven technology company that builds cloud‑based software to empower local governments and public‑sector organizations across the United States. Our platform streamlines citizen services, enhances transparency, and drives smarter decision‑making for communities of every size. By combining cutting‑edge cloud infrastructure with a deep understanding of public‑sector workflows, we help municipalities, counties, and state agencies deliver better outcomes for residents while reducing operational costs.
At brighthush, we believe that technology should serve the public good. Our team is composed of passionate engineers, product leaders, and customer advocates who thrive on solving complex problems and creating tangible impact. If you are driven by purpose, eager to learn, and excited to work in a collaborative, high‑energy environment, brighthush is the place for you.
Industry Landscape & Our Mission
The public‑sector technology market is evolving at a breakneck pace. Governments are increasingly turning to cloud‑native solutions to modernize legacy systems, improve citizen engagement, and meet stringent data‑privacy regulations. Yet many agencies struggle with fragmented tools, limited budgets, and a lack of strategic guidance. brighthush fills this gap by offering a unified, scalable platform that aligns with the unique needs of public‑sector organizations.
Our mission is simple: to make government services more efficient, transparent, and citizen‑centric through technology. Every feature we build, every partnership we forge, and every customer success story we celebrate is a step toward that goal.
Why Join brighthush?
- Mission‑Focused Impact: Every feature you help roll out directly improves the quality of life for thousands of residents.
- Innovative Tech Stack: Work with leading cloud platforms, DevOps pipelines, and data‑driven analytics.
- Growth & Development: We invest in your professional growth with a dedicated learning budget, mentorship, and clear career pathways.
- Flexible Work Culture: Unlimited PTO, flexible hours, and remote options empower you to balance work and life.
- Competitive Compensation: A market‑aligned salary, comprehensive benefits, and performance bonuses.
Position Overview
As a Senior Customer Success Manager at brighthush, you will be the primary advocate for our government customers, ensuring they achieve measurable value from our platform. You will partner closely with cross‑functional teams—Technical Support, Professional Services, Product, Engineering, and Sales—to deliver an effortless customer experience that drives long‑term retention and expansion.
Key performance metrics for this role include Gross Retention Rate (GRR), Net Retention Rate (NRR), and Net Promoter Score (NPS). You will be responsible for maintaining high levels of customer satisfaction, identifying growth opportunities, and championing the voice of the customer in product development.
Key Responsibilities
- Customer Relationship Ownership: Serve as the single point of contact for post‑implementation engagement, adoption, and value realization.
- Strategic Success Planning: Collaborate with customers to understand their business goals, workflows, and challenges, translating insights into actionable success plans.
- Platform Adoption & Expansion: Drive adoption through best‑practice guidance, training sessions, and proactive outreach. Identify upsell and cross‑sell opportunities that align with customer objectives.
- Account Health Monitoring: Use metrics such as utilization, satisfaction scores, and renewal risk indicators to assess account health. Coordinate remediation or escalation when necessary.
- Cross‑Functional Collaboration: Work closely with Support, Product, and Implementation teams to resolve issues quickly and ensure a seamless experience.
- Quarterly Business Reviews (QBRs): Lead QBRs to showcase value, highlight outcomes, and align on new opportunities.
- Voice of the Customer (VoC): Gather customer feedback and advocate for product enhancements and roadmap priorities.
- Renewal & Advocacy: Maintain high levels of customer satisfaction to secure renewals and cultivate referenceable customers.
- Geographic Flexibility: Must be within driving distance of New Jersey for weekly customer site visits (NJ, eastern PA, DE, NY, MD).
Essential Qualifications
- Bachelor’s degree or equivalent experience in a related field.
- Minimum of 3 years of experience in Customer Success, Account Management, or Client Services within a SaaS environment.
- Proven track record of supporting government, public‑sector, or enterprise customers.
- Exceptional communication, relationship management, and problem‑solving skills.
- Proficiency with CRM or customer success platforms such as HubSpot, Salesforce, Gainsight, or ChurnZero.
- Highly organized with the ability to manage multiple clients and priorities simultaneously.
- Passion for customer outcomes and continuous improvement.
Preferred Qualifications
- Experience achieving a 95% GRR and 110% NRR.
- Background in public‑sector technology solutions or familiarity with government procurement processes.
- Knowledge of cloud infrastructure, DevOps practices, and data analytics.
- Experience leading QBRs and conducting customer workshops.
- Strong analytical skills for interpreting usage data and deriving actionable insights.
Skills & Competencies
- Strategic Thinking & Execution
- Customer‑Centric Mindset
- Data‑Driven Decision Making
- Project Management & Prioritization
- Stakeholder Management & Influence
- Adaptability & Resilience
- Technical Curiosity & Quick Learning
Career Growth & Learning Opportunities
At brighthush, your career path is designed to grow with you. As a Senior Customer Success Manager, you will have the opportunity to:
- Lead a team of Customer Success Specialists and shape the future of our success organization.
- Transition into Product Management or Customer Experience Leadership roles.
- Participate in cross‑functional initiatives that influence product strategy and technology direction.
- Attend industry conferences, workshops, and training programs funded by brighthush.
- Earn certifications in customer success, SaaS metrics, or public‑sector technology.
Work Environment & Culture
brighthush fosters a culture of collaboration, transparency, and continuous learning. Our remote‑first approach is complemented by regular in‑office gatherings, hackathons, and community service events. We celebrate diversity, equity, and inclusion, and we encourage every team member to bring their authentic self to work.
Compensation & Benefits
While specific figures may vary based on experience, brighthush offers:
- Competitive base salary aligned with market benchmarks.
- Performance‑based bonuses tied to retention and expansion metrics.
- Unlimited paid time off (PTO) and flexible working hours.
- Comprehensive health, dental, and vision insurance.
- 401(k) plan with company match.
- Home office and IT budget to support remote work.
- Professional development stipend and learning budget.
- Employee wellness programs and mental health resources.
How to Apply
If you are passionate about technology, dedicated to public‑sector impact, and eager to join a high‑performing team, we would love to hear from you. Please submit your resume and a cover letter outlining why you’re the ideal fit for this role.
Application Process
- Screening call with a recruiter.
- Interview with the Hiring Manager.
- Team interview with cross‑functional stakeholders.
- Final interview with the brighthush CEO.
Equal Opportunity Employer
brighthush is an equal opportunity employer that values diversity and inclusion. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We encourage applicants from all backgrounds to apply.
Join brighthush and Make a Difference
At brighthush, you’ll be part of a mission‑driven team that builds technology to serve communities. Your work will directly influence how local governments deliver services, engage citizens, and manage resources. If you’re ready to take your career to the next level and help shape the future of public‑sector technology, apply today and become a key player in our success story.
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