Senior IT Business Analyst & Customer Success Manager – Cloud‑Native Data Modernization & Enterprise Platform Adoption (Remote Consultant)
About brighthush
brighthush is a forward‑thinking technology partner that empowers federal agencies, healthcare organizations, and other highly regulated sectors to unlock the full potential of their data. By blending cloud‑native architecture, advanced analytics, and AI/ML capabilities, we help our clients transform legacy systems into secure, scalable, and data‑driven platforms that drive smarter decision‑making. Our mission is simple: deliver technology that works for people, not the other way around.
Role Overview
As a Senior IT Business Analyst & Customer Success Manager at brighthush, you will be the primary advocate for our customers throughout the entire lifecycle of a large federal agency’s enterprise data modernization initiative. You will bridge the gap between technical delivery teams and business stakeholders, ensuring that the platform not only meets functional requirements but also delivers measurable value to the agency’s mission. This is a fully remote, consultant‑style role that offers the flexibility to work from anywhere while collaborating with a global team of experts.
Why This Role Matters
The platform you help deliver is more than a set of tools—it is the shared foundation that enables secure, scalable, and data‑driven decision‑making across an entire agency. Your work will directly influence how thousands of employees access, analyze, and act on critical data, ultimately improving public services and operational efficiency. By championing customer success, you will shape the future of data governance, analytics workflows, and AI/ML adoption in a highly regulated environment.
Key Responsibilities
- Customer Lifecycle Management: Lead all phases from intake and onboarding to adoption, ongoing support, and continuous improvement.
- Stakeholder Liaison: Serve as the primary point of contact between customer teams and platform engineering, ensuring clear communication and alignment.
- Content Creation: Develop and maintain knowledge base articles, FAQs, quick‑start guides, job aids, videos, and other training materials that accelerate user adoption.
- Training Delivery: Conduct platform training sessions covering governance, analytics workflows, platform tools, and data best practices tailored to each customer’s needs.
- Feedback Loop: Design and execute surveys, interviews, and feedback sessions to capture customer insights and translate them into actionable product enhancements.
- Metrics & Dashboards: Build and maintain dashboards that track adoption, utilization, satisfaction, training impact, intake cycle times, and operational outcomes.
- Change & Support Coordination: Lead support activities and change management initiatives to improve customer engagement and platform usage.
- Workshop Facilitation: Run workshops and user feedback sessions to surface needs, validate solutions, and drive continuous improvement.
- Process Improvement: Identify opportunities to streamline onboarding workflows, service delivery processes, and overall customer experience.
- Data Analysis: Analyze adoption, utilization, and satisfaction metrics to uncover trends and recommend improvements.
Essential Qualifications
- Minimum 4 years of experience in customer success, business analysis, stakeholder management, or related roles.
- Bachelor’s degree in any field or equivalent professional experience.
- Ability to obtain and maintain Public Trust clearance.
- Proven track record of onboarding users, gathering feedback, and supporting training and adoption initiatives.
- Strong experience managing customer relationships and coordinating across technical and non‑technical stakeholders.
- Hands‑on experience with CRM platforms and customer lifecycle management tools.
- Excellent communication skills with the ability to tailor messaging to diverse audiences and synthesize customer insights into actionable recommendations.
- Experience partnering with cross‑functional delivery teams to translate customer needs into product, operational, and service improvements.
- Facilitation experience in workshops, discovery sessions, or stakeholder meetings to drive customer success initiatives.
Preferred Experience
- Experience supporting the federal government, healthcare, or other highly regulated environments.
- Background in enterprise data platforms, cloud services, analytics, or technology modernization initiatives.
- Leadership in organizational change management or enterprise technology adoption initiatives.
- Involvement in large‑scale cloud modernization or digital transformation programs with multiple stakeholder groups.
Skills & Competencies
- Analytical Thinking: Ability to dissect complex problems, identify patterns, and develop logical solutions.
- Synthetic Thinking: Skill in combining disparate ideas to create cohesive, innovative solutions.
- Adaptability: Comfortable with change, flexible in shifting priorities, and resilient in the face of setbacks.
- Ownership & Accountability: Committed to delivering outcomes and ensuring commitments are met.
- Consultative Advising: Expertise in identifying client challenges, scoping projects, and aligning recommendations with business goals.
- Communicating with Influence: Crafting persuasive narratives that integrate data insights and drive decision‑making.
- Environmental Awareness: Understanding of external dynamics, power structures, regulatory trends, and contract requirements that influence service delivery.
Career Growth & Learning Opportunities
At brighthush, we believe that professional growth is a partnership. You will have access to:
- Mentorship from senior leaders in product management, data engineering, and cloud architecture.
- Cross‑functional projects that expose you to new domains such as AI/ML, data governance, and enterprise security.
- Paid certifications in cloud platforms (AWS, Azure, GCP) and agile methodologies (Scrum, SAFe).
- Internal knowledge‑sharing sessions and a vibrant community of practice.
- Clear career pathways from Business Analyst to Product Owner, Program Manager, or Customer Success Director.
Work Environment & Culture
brighthush thrives on a culture of transparency, curiosity, and empowerment. Our remote‑first model means you can work from anywhere while staying connected through:
- Weekly virtual stand‑ups and cross‑team syncs.
- Asynchronous collaboration tools (Slack, Confluence, Miro).
- Quarterly virtual town halls featuring leadership updates and employee spotlights.
- A “Purple Culture” that values the whole person, celebrates equity, and encourages continuous learning.
Compensation & Benefits
We offer a competitive, transparent compensation package that reflects your experience and the value you bring to brighthush:
- Base Salary: $85,832 – $139,477 annually, with a midpoint of $111,581.
- Bonus Potential: Discretionary bonus based on individual and company performance.
- Health & Wellness: 100% coverage for medical HSA plan, dental & vision for you and dependents, and competitive HMO/PPO options.
- Retirement: 401(k) with 4% company match and immediate vesting.
- Paid Time Off: Generous PTO, 11 federal holidays, a birthday holiday, and sick leave.
- Family & Personal Support: Paid parental leave, 12 weeks of paid FMLA, up to 15 days for jury duty and bereavement.
- Learning & Development: Annual tech allowance, wellness stipend, and reimbursement for professional courses.
- Additional Perks: Pet insurance, referral bonus ($6K–$12K), legal support, life insurance, disability coverage, and an Employee Assistance Program.
How to Apply
If you’re ready to make a tangible impact on federal data modernization and help customers thrive, we’d love to hear from you. Please submit your resume and a brief cover letter outlining why you’re the ideal fit for this role. Our hiring process is designed to be respectful, transparent, and efficient:
- Introductory conversation with a recruiter to discuss your background and the role.
- Role‑specific assessment to showcase your analytical and communication skills.
- Skills & Business Fit interview with senior leaders and potential teammates.
- Optional customer interview (if required for the specific project).
- Background check and security clearance verification.
We welcome candidates from all states and backgrounds. If you’re located in one of the following states—Alabama, California, Delaware, District of Columbia, Florida, Georgia, Maryland, New Jersey, New York, North Carolina, Ohio, Pennsylvania, South Carolina, Tennessee, Texas, or Virginia—you’re eligible to apply.
Join brighthush Today
At brighthush, you’ll be part of a team that values your whole self, empowers you to make decisions, and celebrates every win—big or small. If you’re passionate about data, eager to drive customer success, and ready to grow in a culture that rewards curiosity and innovation, apply now and help shape the future of enterprise data platforms.
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