Senior Federal Customer Success Leader – Remote East Coast – Driving Digital Transformation, Strategic Partnerships, and Full‑Lifecycle Adoption for Public Sector Agencies at brighthush

About brighthush – Pioneering the Future of Federal Technology

brighthush is a market‑defining force in the federal technology ecosystem, dedicated to empowering United States government agencies with secure, scalable, and compliant cloud, identity, and security solutions. By blending cutting‑edge SaaS platforms with robust on‑premise integrations, brighthush enables public‑sector organizations to accelerate digital transformation while maintaining 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 an era where technology underpins every public service, brighthush stands at the forefront, delivering measurable outcomes, mitigating risk, and unlocking new efficiencies for our customers. We believe 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 – Shaping the Digital Landscape of Government

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 Leader, you will be the trusted partner guiding these agencies through the entire lifecycle of brighthush 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.

This role goes beyond relationship management; you will act as a strategic advisor, ensuring 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 brighthush 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, budget cycles, 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 and executive sponsorship.

Trusted Advisor Relationship

• Build deep, executive‑level relationships with key stakeholders, positioning brighthush as a strategic partner rather than 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, ensuring knowledge transfer and continuous improvement.

Cross‑Functional Alignment

• Partner 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 to minimize disruption.
• Ensure 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 and brighthush executives.
• Translate data into clear, concise narratives that inform strategic decisions and drive continuous improvement.

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 and technical proficiency.
• Provide documentation, cheat sheets, and best‑practice guides to accelerate learning and adoption.
• Collaborate with product teams to develop customer‑centric release notes and adoption playbooks.

Renewal & Expansion Management

• Identify renewal risks early, 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, highlighting opportunities for upsell and cross‑sell.
• 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 to keep brighthush solutions ahead of the curve.
• Champion a culture of continuous improvement within brighthush, ensuring the customer perspective drives innovation.
• Advocate for customer‑centric innovation in the product roadmap and service delivery models.

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, feedback, and industry benchmarks.
• Drive adoption of industry‑standard frameworks such as CSF, CSAT, and NPS to benchmark performance.

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 that showcases successful agency transformations.
• Build a personal brand as a trusted voice in federal technology adoption, expanding brighthush’s influence.
• Engage with policymakers and industry groups to shape the future of federal tech standards.

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 and across brighthush.

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 serving the federal market 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 Certified Solutions Architect, Certified Information Systems Security Professional (CISSP), or equivalent.
• Experience with federal data classification, safeguarding, and secure data handling practices.
• Proficiency in using customer success platforms and analytics tools (e.g., Gainsight, Totango, or similar).
• 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 – 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.
• Leadership & Mentorship – Proven ability to guide, develop, and inspire a high‑performing team.
• Customer‑Centric Mindset – Passion for delivering exceptional customer experiences and outcomes.
• Technical Proficiency – Comfortable with cloud, IAM, and security technologies, and able to translate technical concepts to non‑technical audiences.

Career Growth & Learning Opportunities

At brighthush, your professional journey is supported by a robust learning ecosystem designed to accelerate both technical expertise and leadership capabilities.

• Mentorship Programs – Structured mentorship with senior leaders across product, engineering, and executive teams.
• Continuous Training – Access to the latest federal technology standards, compliance frameworks, and industry best practices through webinars, workshops, and e‑learning modules.
• Leadership Tracks – Clear pathways from Senior Customer Success Leader to Director of Federal Customer Success, with potential lateral moves into product management or strategy.
• Certification Support – Company‑funded certifications (e.g., AWS, Azure, CISSP) and attendance at premier industry conferences.
• Innovation Projects – Opportunities to lead cross‑functional initiatives, shape product enhancements, and author thought‑leadership content.

Work Environment & Culture at brighthush

brighthush fosters a culture of innovation, collaboration, and purpose. Our remote‑first model empowers you to work from anywhere on the East Coast while staying deeply connected to the team.

• Weekly virtual town halls and cross‑departmental syncs that keep everyone aligned on mission‑critical goals.
• Open‑door communication channels with senior leadership, encouraging ideas and feedback from every level.
• Inclusive hiring practices that celebrate diverse perspectives and experiences.
• Employee resource groups focused on professional development, community impact, and well‑being.
• Flexible work hours that respect work‑life balance, personal commitments, and time‑zone differences.

Compensation, Perks & Benefits

While specific figures vary based on experience, brighthush offers a competitive total‑rewards package that typically includes:

• Base salary commensurate with market rates for senior customer success roles.
• Performance‑based bonuses tied to customer satisfaction, renewal rates, and expansion metrics.
• Comprehensive health, dental, and vision insurance with generous coverage options.
• 401(k) matching program to support long‑term financial planning.
• Generous paid time off, including sick leave, personal days, and holidays.
• Professional development budget for certifications, conferences, and courses.
• Wellness initiatives such as virtual fitness classes, mental‑health resources, and ergonomic support.
• Equity or stock‑option opportunities for eligible employees.
• Technology stipend for home‑office setup and high‑speed internet.

How to Apply – Join brighthush and Shape the Future of Federal Technology

If you are ready to make a measurable difference in the federal technology landscape, we want to hear from you. Submit your application through our careers portal or email your résumé and a compelling cover letter to [email protected]. In your cover letter, tell us how your experience, vision, and passion align with brighthush’s mission to empower government agencies through secure, innovative technology.

brighthush is an equal‑opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.