Senior Customer Success Manager – State & Local Public Sector – AI‑Powered Facial Recognition Champion, Strategic Partnership Builder, and Public Safety Innovation Leader at brighthush

About brighthush

brighthush stands at the forefront of public‑sector technology, blending cutting‑edge artificial intelligence with responsible facial‑recognition solutions. Our mission is simple yet profound: empower law enforcement, state agencies, and local municipalities across the United States to verify identities quickly, deter crime, and uphold public trust. From small town police departments to large state agencies, brighthush has earned the confidence of thousands of public‑sector customers, becoming a trusted partner in the fight against crime and a guardian of community safety.

We are a high‑velocity, fast‑growing startup that thrives on curiosity, collaboration, and a relentless focus on impact. Every team member at brighthush is empowered to challenge the status quo, share ideas, and contribute directly to the safety of communities nationwide. Our culture is built on transparency, respect, and a shared commitment to ethical technology. We celebrate diversity, encourage open dialogue, and reward initiative and results.

Why Join brighthush?

• Impactful Work – Your efforts will directly influence how law enforcement agencies protect communities and safeguard citizens.
• Career Growth – Rapid advancement opportunities in a company that rewards initiative and results.
• Remote Flexibility – 100% remote work with a flexible schedule that respects work‑life balance.
• Competitive Compensation – Base salary of $100,000–$115,000, equity participation, and comprehensive benefits.
• Inclusive Culture – A collaborative environment where every voice matters and continuous learning is encouraged.
• Innovation at Scale – Work on cutting‑edge AI that shapes the future of public safety.
• Community Impact – Be part of a mission that protects lives, preserves civil liberties, and strengthens public trust.

About the Role

As the Senior Customer Success Manager for the State & Local Public Sector, you will be the strategic partner for our enterprise customers, ensuring they derive maximum value from brighthush’s platform. You will act as the bridge between our technology and the people who rely on it to keep communities safe. Your day‑to‑day activities will include managing a portfolio of accounts, building relationships with key stakeholders, driving adoption, and uncovering growth opportunities—all while championing the voice of the customer within brighthush.

Key Responsibilities

• Lead the end‑to‑end customer journey from trial to full implementation, ensuring a seamless transition and sustained success.
• Build and nurture relationships with executive sponsors, steering committee members, and operational teams across state and local agencies.
• Conduct regular virtual or in‑person visits, prepare insightful reports, and represent brighthush at industry events and conferences.
• Understand customer needs and priorities to optimize platform usage, drive adoption, and deliver measurable outcomes.
• Identify upsell and cross‑sell opportunities within existing accounts, contributing to increased net revenue retention.
• Communicate new product features and releases, facilitate smooth adoption, and gather actionable feedback.
• Act as the voice of the customer, providing insights to product, engineering, and marketing teams to shape future roadmap.
• Collaborate closely with cross‑functional teams—Product Management, R&D, Marketing, and Sales—to align on customer success strategies.
• Resolve billing and support inquiries promptly and professionally, ensuring a high level of customer satisfaction.
• Coordinate small customer projects, ensuring timely delivery and alignment with customer objectives.
• Assist in onboarding new team members, sharing best practices, and fostering a culture of continuous improvement.
• Execute any additional responsibilities as directed by your supervisor or the CEO.

Essential Qualifications

• 8+ years of enterprise software or SaaS customer success/account management experience.
• Proven track record supporting public‑sector customers (military, government, law enforcement, public safety).
• Strong experience providing product support at the user level.
• Proficiency with CRM tools (e.g., Salesforce, HubSpot).
• Excellent organizational and time‑management skills.
• Demonstrated ability to collaborate and build strong relationships with customers.
• Exceptional oral and written communication skills with meticulous attention to detail.
• Passion for technology and public safety.
• Bachelor’s degree or equivalent experience.
• Ability to travel within the United States.

Preferred Qualifications

• Experience in a high‑growth startup environment.
• Knowledge of AI and facial recognition technologies.
• Experience working with government procurement processes.
• Background in data analytics and reporting.
• Leadership experience mentoring junior team members.

Skills & Competencies

• Strategic Thinking – Ability to see the big picture and translate it into actionable plans.
• Customer Advocacy – Champion the customer’s voice within brighthush.
• Project Management – Coordinate multiple initiatives simultaneously.
• Data‑Driven Decision Making – Use metrics to guide success strategies.
• Adaptability – Thrive in a fast‑moving, evolving environment.
• Cross‑Functional Collaboration – Work seamlessly with product, engineering, sales, and marketing.
• Communication – Articulate complex concepts to diverse audiences.

Career Growth & Learning Opportunities

At brighthush, we invest in your professional development. You will have access to:

• Mentorship programs with senior leaders.
• Paid training and certification courses in AI, data science, and public‑sector compliance.
• Conferences and industry events to expand your network.
• Internal knowledge‑sharing sessions and hackathons.
• Clear career pathways from Customer Success Manager to Director of Customer Success, and beyond.

Work Environment & Culture

Our culture is built on transparency, respect, and a shared commitment to public safety. We celebrate diversity, encourage open dialogue, and empower employees to take ownership of their work. Remote work is fully supported with the right tools and a flexible schedule, allowing you to balance personal commitments while delivering exceptional results.

Compensation & Benefits

• Base Salary – $100,000–$115,000 per year, commensurate with experience.
• Equity Participation – Stock options as part of our equity plan.
• Health & Wellness – Medical, Dental, Vision, STD, and LTD plans.
• Flexible Spending Accounts – Medical and Dependent Care FSA.
• Wellness Programs – Employee Assistance Program (EAP) and wellness initiatives.
• Paid Time Off – Unlimited PTO, 13 paid holidays.
• Retirement – 401(k) plan with company match.
• Remote Work – 100% remote with a flexible schedule.

Location & Travel

We are looking for candidates located in Kentucky, Indiana, Ohio, or Tennessee. Remote work is fully supported, but you must be able to travel within the United States as needed.

How to Apply

Ready to make a real difference in public safety? Submit your application through our careers portal or click the link below to join the brighthush team.

Apply to brighthush Today

Join Our Mission

At brighthush, you will be at the intersection of technology and public service, driving the adoption of AI‑powered facial recognition solutions that protect communities. If you are a seasoned Customer Success professional with a passion for public safety, a strategic mindset, and a desire to grow in a dynamic startup environment, we want to hear from you. Join us and help shape the future of secure, responsible identity verification.