Senior Principal Customer Success Executive – Federal Accounts & Strategic Transformation Leader – AI‑Powered Enterprise Solutions & Automation at brighthush

About brighthush

brighthush is more than a technology vendor; we are the catalyst that accelerates the next wave of digital transformation across public and private sectors alike. Our mission is simple yet ambitious: empower every organization to work smarter, faster, and more collaboratively by delivering a unified platform that blends AI, data, and process automation into a single, secure, and scalable ecosystem. From Fortune 500 giants to nimble startups, and from federal agencies to high‑growth tech firms, our customers rely on brighthush to turn complex challenges into streamlined, high‑impact outcomes. We are building the future of enterprise AI, and we need visionary leaders who can help our partners unlock that future.

Why brighthush?

At brighthush, we believe that the best work happens when people, technology, and purpose align. Here’s what makes us stand out:

• Impact‑Driven Culture: Every team member is empowered to make a difference. We celebrate bold ideas, data‑backed decisions, and a relentless focus on customer success.
• Innovation at Scale: Our platform is built on cutting‑edge AI, cloud, and security technologies, enabling us to solve complex problems for the most demanding customers.
• Career Growth: We invest heavily in professional development, mentorship, and cross‑functional collaboration. Whether you’re a seasoned executive or an emerging leader, brighthush offers a clear path to advancement.
• Inclusive Work Environment: We champion diversity, equity, and inclusion, fostering a culture where every voice is heard and valued.
• Competitive Compensation & Benefits: We offer a comprehensive package that includes base salary, variable incentives, equity, health plans, retirement plans, and generous time‑off policies.

Role Overview

As the Senior Principal Customer Success Executive, you will be the linchpin of our federal customer relationships. Your day‑to‑day activities will span strategic partnership, program execution, and thought leadership. You will serve as the chief advocate for our federal partners, ensuring that brighthush’s platform delivers measurable value, drives adoption, and secures long‑term renewal and expansion. In this role, you will also act as a trusted advisor to senior government leaders, translating complex technology into actionable business outcomes that align with agency missions and public service goals.

Key Responsibilities

• Strategic Leadership & Vision: Partner with C‑suite executives to align brighthush’s platform capabilities with the customer’s long‑term business strategy. Translate high‑level objectives into actionable technology roadmaps that deliver measurable outcomes.
• Transformation Management: Own the end‑to‑end transformation journey—from discovery and planning to execution and post‑implementation support. Lead cross‑functional teams, manage timelines, budgets, and resource allocation, and ensure every initiative delivers tangible value.
• Value Advocacy & ROI Modeling: Develop executive‑ready narratives, value blueprints, and ROI models that articulate the impact of brighthush’s platform across the organization. Use data storytelling to influence decision‑makers and secure renewal and expansion.
• Risk & Escalation Management: Proactively identify potential risks, address escalations, and implement mitigation plans to safeguard customer satisfaction and revenue retention. Maintain a risk register and conduct regular health checks.
• Cross‑Functional Collaboration: Work closely with Customer Success Managers, Product, Delivery, and Sales teams to synchronize efforts, share insights, and drive a unified customer experience. Facilitate joint planning sessions and post‑mortem reviews.
• Governance & Quality Assurance: Establish and enforce governance frameworks, ensuring that all projects adhere to best practices, compliance standards, and quality metrics. Champion continuous improvement initiatives.
• AI & Innovation Enablement: Leverage AI tools to optimize workflows, surface insights, and recommend innovative use cases that accelerate customer outcomes. Stay ahead of emerging AI trends and translate them into actionable strategies.
• Pipeline Development & Upsell Opportunities: Identify upsell and cross‑sell opportunities, collaborate with pre‑sales teams, and contribute to the growth of the professional services pipeline. Build a robust pipeline of high‑value engagements.
• Thought Leadership & Advocacy: Represent brighthush at industry events, webinars, and executive forums. Position the company as a trusted advisor in the federal space and contribute to white papers, case studies, and speaking engagements.
• Mentorship & Team Development: Mentor junior customer success leaders, share best practices, and foster a culture of continuous learning and high performance.

Essential Qualifications

• Extensive Client‑Facing Experience: 15+ years of experience in account management, consulting, or transformation leadership, with a proven track record of influencing senior stakeholders and driving enterprise‑wide adoption.
• Federal Government Expertise: Deep understanding of federal government operations, procurement processes, and compliance frameworks such as FedRAMP, ITAR, and DoD acquisition regulations.
• Broad Domain Knowledge: Strong background in IT strategy, operations, security, HR, customer service, and governance—capable of delivering consulting services across these domains.
• Project Management Credentials: PMP certification or equivalent project management experience, with a history of managing multi‑workstream programs and complex stakeholder environments.
• Proven success in driving adoption, retention, and expansion for enterprise platforms, ideally in a SaaS or AI‑native environment.
• Exceptional communication skills, with the ability to craft compelling executive narratives and deliver them with confidence in high‑stakes settings.
• Proficiency in leveraging AI and automation to enhance decision‑making, streamline processes, and deliver measurable value.
• Experience managing multi‑workstream programs and navigating complex stakeholder ecosystems.

Preferred Qualifications

• Prior experience working with U.S. Federal customers or agencies, including familiarity with the unique challenges of public sector transformation.
• Background in AI ethics, system design, and responsible AI adoption—knowledge of frameworks such as the AI Responsible Use Framework.
• Track record of building and leading high‑performing customer success teams, with a focus on coaching and talent development.
• Hands‑on experience with brighthush’s platform or similar AI‑native solutions, enabling you to speak with authority on technical capabilities.
• Fluency in data‑driven storytelling and ROI modeling, with a portfolio of case studies or success stories.

Skills & Competencies

• Strategic Thinking: Ability to translate business objectives into actionable technology roadmaps that align with customer goals.
• Influence & Negotiation: Skilled at building consensus among diverse stakeholders, from C‑suite executives to technical leads.
• Project Management: Expertise in managing timelines, budgets, and resource allocation across multiple concurrent initiatives.
• Customer‑Centric Mindset: Passion for delivering exceptional customer experiences and driving long‑term satisfaction.
• Analytical Acumen: Strong data literacy and the ability to derive actionable insights from complex datasets.
• Change Management: Proven ability to guide organizations through transformation, adoption, and cultural change.
• AI Fluency: Comfortable discussing AI capabilities, limitations, and ethical considerations with both technical and non‑technical audiences.
• Collaboration & Teamwork: Ability to work effectively across functional teams and foster a culture of shared ownership.
• Resilience & Adaptability: Thrive in a fast‑paced, evolving environment and navigate ambiguity with confidence.

Career Growth & Learning Opportunities

At brighthush, your professional development is a top priority. We offer a range of programs designed to accelerate your growth and broaden your skill set:

• Executive Mentorship: Pairing with senior leaders across the organization to gain strategic insights and career guidance.
• Continuous Learning: Access to certifications in AI, cloud, project management, and industry‑specific frameworks, with reimbursement for exam fees and study materials.
• Cross‑Functional Projects: Opportunities to lead initiatives that span product, engineering, sales, and operations, giving you a holistic view of the business.
• Leadership Development Tracks: Structured programs that prepare you for future executive roles, including leadership workshops, coaching, and stretch assignments.
• Global Mobility: Possibility to work with teams in different regions, gaining exposure to diverse markets and cultures.
• Innovation Labs: Participation in internal hackathons and innovation challenges to experiment with new ideas and technologies.

Work Environment & Culture

brighthush embraces a flexible, distributed work model that balances collaboration with autonomy. Whether you prefer to work from home, a local office, or a hybrid arrangement, you’ll find a supportive environment that values trust, transparency, and results.

Our culture is built on:

• Trust & Accountability: We empower you to own your initiatives and deliver outcomes.
• Collaboration: Cross‑functional teams work together to solve complex problems.
• Innovation: We encourage experimentation and celebrate learning from failures.
• Diversity & Inclusion: Every voice matters, and we actively foster an inclusive workplace.
• Work‑Life Harmony: Flexible schedules, generous PTO, and wellness programs help you maintain balance.

Compensation & Benefits

We offer a competitive total compensation package that reflects the value you bring to brighthush and our customers. While specific figures may vary based on experience and location, the package typically includes:

• Base Salary: Competitive market rate, commensurate with experience and responsibilities.
• Variable Incentives: Performance‑based bonuses tied to customer success metrics, revenue targets, and strategic milestones.
• Equity: Stock options or RSUs for eligible roles, giving you a stake in our long‑term success.
• Health & Wellness: Comprehensive medical, dental, and vision plans, along with mental health resources and wellness stipends.
• Retirement: 401(k) plan with company match, ensuring you’re prepared for the future.
• Paid Time Off: Generous vacation, sick leave, and family leave policies to support your personal life.
• Professional Development: Reimbursement for certifications, conferences, and training courses.
• Flexible Work: Remote, hybrid, or on‑site options based on role and location.
• Additional Perks: Employee assistance programs, tech allowances, and community service opportunities.

How to Apply

If you are a seasoned customer success leader with a passion for federal government transformation and a track record of delivering high‑impact outcomes, we want to hear from you. Submit your application through our careers portal, and include a brief cover letter that highlights:

• Your experience leading federal transformations and influencing C‑suite executives.
• Specific examples of how you have driven adoption, retention, and expansion for enterprise platforms.
• Any relevant certifications or technical expertise that align with brighthush’s AI‑native solutions.

We look forward to exploring how you can help us shape the future of enterprise AI.

Equal Opportunity Employer

brighthush is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, disability, or any other protected status.

Accommodations

We strive to provide an accessible application experience. If you require a reasonable accommodation during the application process, please contact our HR team at [email protected].

Export Control Regulations

Roles that involve access to controlled technology may require export control clearance. brighthush will obtain necessary approvals in accordance with U.S. Export Administration Regulations (EAR) and other relevant laws.

Join brighthush and Put AI to Work for People

At brighthush, we believe that technology should empower people, not replace them. Join us to help federal agencies and enterprises unlock the power of AI, data, and automation to solve complex challenges and drive meaningful impact. Together, we can build a future where intelligent systems amplify human potential and deliver lasting value to society.