Senior Customer Success Manager – Public Sector & GovTech Partnerships – Driving ROI, Retention, and Growth for Local Governments, School Districts, and Community Agencies

About brighthush

brighthush is a trailblazer in the public‑sector technology space, redefining how local governments, school districts, and community agencies plan, budget, report, and communicate their finances. Our cloud‑native platform blends advanced analytics, real‑time dashboards, and automated workflows into the tools that finance teams already trust, turning raw data into clear, actionable insights that empower leaders to make confident, community‑focused decisions.

With a growing portfolio of over 2,000 public‑sector customers across the United States, brighthush is on a mission to bring transparency, efficiency, and measurable impact to every budget cycle. We are a purpose‑driven, high‑growth company that values authenticity, empathy, collaboration, integrity, and connection—principles that guide everything from product development to customer interactions.

Why brighthush?

At brighthush, you’ll join a culture that celebrates curiosity, continuous learning, and bold problem‑solving. Our remote‑first environment offers flexibility, while our collaborative spirit ensures you’ll never feel isolated. We invest heavily in your growth, providing mentorship, training, and the opportunity to shape the future of public finance technology.

Role Overview

We are looking for a structured, value‑focused Senior Customer Success Manager to own the end‑to‑end health, value realization, retention, and upsell of a medium‑size portfolio of 100–150 customer accounts. Operating in a mid‑touch to high‑touch engagement model, you will balance personalized executive relationships with scalable operational efficiency. As a trusted partner to government finance leaders and department heads, you will leverage process mapping, deep product knowledge, and technical integration expertise to mitigate churn, drive adoption through our Journey Model, and articulate clear ROI.

Key Performance Indicators

• Retention & Growth: Net Retention Rate (NRR), Gross Retention Rate (GRR), and expansion (upsell/price increase) targets.
• Forecast Accuracy: Maintain accurate, predictable quarterly retention, churn risk, and expansion pipeline forecasting across your portfolio.
• Stakeholder Engagement: Maintain multithreaded account coverage and executive engagement across your book, ensuring customers actively participate in the Journey Model.

Key Responsibilities

• Cadence & Milestone Execution: Lead monthly milestone‑based meetings (QBRs, EBRs, partnership reviews, renewals) and administer technical check‑ins to keep accounts on track.
• Value Realization & Success Planning: Translate product capabilities and integration protocols into measurable business outcomes, shifting conversations from product mechanics to ROI. Build success plans for 100% of your portfolio.
• Revenue & Retention Forecasting: Deliver data‑driven forecasts for renewals, downsell risks, and expansion opportunities; partner with CS Ops/RevOps on Salesforce stage exit criteria, rate increase workflows, and pipeline data integrity.
• Proactive Risk Management & Retention: Monitor account health signals to flag at‑risk accounts early, driving structured, proactive risk mitigation plans that protect Gross and Net Retention (GRR/NRR).
• Commercial Expansion Strategy: Apply commercial acumen to identify product limits, usage spikes, module additions, and feature gaps; convert customer health signals into qualified expansion pipeline (SQLs) to achieve portfolio growth targets.
• Leadership & Health Reporting: Conduct quarterly Book of Business (BoB) readouts to CS Leadership detailing account pulse, risk mitigation strategies, and pipeline growth, alongside monthly health tracking updates.

Essential Qualifications

• 3–5 years of hands‑on experience in Customer Success, Account Management, or a client‑facing role within a B2B SaaS environment.
• Experience working with GovTech or public‑sector customers is a plus.
• Strong commercial acumen with a proven track record of identifying growth triggers, converting usage into qualified expansion pipeline, managing upsell cycles, executing rate increases, and scaling NRR.
• Demonstrated success managing 100+ accounts using structured, value‑driven frameworks, proactive risk mitigation, and process mapping.
• Proficiency in leveraging AI‑driven tools, automation, and productivity workflows to scale customer engagement and eliminate administrative friction.
• Advanced forecasting and revenue acumen, including SaaS metrics (NRR/GRR) and pipeline management in Salesforce.
• Solid grasp of integration protocols, common customer data pain points, and client ERP/reporting workflows.
• Experience with Salesforce (SFDC) for pipeline/opportunity management and CS platforms such as ChurnZero or Gong for forecast and health tracking.
• Exceptional executive engagement skills, with the ability to articulate competitive differentiation and lead ROI discussions.

Preferred Qualifications

• Background in public‑sector finance or a deep understanding of government budgeting processes.
• Experience in a startup or post‑merger environment, thriving amid ambiguity and rapid change.
• Knowledge of public‑sector compliance and reporting standards.
• Fluency in data‑driven storytelling and the ability to translate complex analytics into clear, actionable insights.

Skills & Competencies

• Strategic Thinking: Ability to see the big picture while managing day‑to‑day details.
• Communication: Clear, concise, and persuasive communication across all levels, from front‑line staff to executive leadership.
• Problem Solving: Comfortable tackling ambiguous challenges and crafting innovative solutions.
• Adaptability: Quick learner who thrives in evolving environments.
• Team Player: Collaborative mindset, caring about the team’s success as much as individual achievements.
• Humor & Perspective: Brings a lighthearted approach to complex situations, fostering a positive work environment.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is as dynamic as the public‑sector landscape. You’ll have the chance to:

• Lead cross‑functional initiatives that shape product roadmap and customer experience.
• Mentor junior team members and contribute to the development of internal training programs.
• Participate in industry conferences, webinars, and thought‑leadership panels.
• Advance into senior leadership roles such as Director of Customer Success or VP of Customer Experience.

Work Environment & Culture

Our remote‑first model means you can work from anywhere while staying connected through daily stand‑ups, weekly town halls, and informal virtual coffee breaks. We celebrate diversity, equity, and inclusion, and we’re committed to creating a space where every voice is heard. Our core values—Be Clear & Credible, Be Human, Be Better Together, Be Honourable, and Be Connected—are lived daily through transparent communication, empathy, collaboration, integrity, and genuine connection.

Compensation & Benefits

We offer a competitive base salary range of $87,000–$93,000 USD (or $100,000–$110,000 CAD) with a variable component of $31,000 USD (or $36,000 CAD). In addition to a generous benefits package—including medical, dental, and vision insurance, FSA/HSA options, life and disability coverage, 401(k)/RRSP with employer match, paid time off, parental leave, and more—you’ll also enjoy:

• Flexible work hours and remote work options.
• Annual wellness stipend and access to mental health resources.
• Paid professional development courses and conference attendance.
• Employee referral bonus program.
• Annual company retreat and team‑building events.

How to Apply

Ready to make a real impact on public finance? Submit your application through our careers portal and join a team that values clarity, collaboration, and community. We’re excited to hear how you can help brighthush continue to empower governments and schools across the nation.

Equal Opportunity Employer

brighthush is an equal opportunity employer committed to diversity and inclusion. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, age, or any other protected characteristic. Hiring decisions are based solely on qualifications, merit, and business needs.