Senior Principal Customer Success Executive – U.S. Federal Accounts – AI‑Driven Transformation Architect & Strategic Business Outcomes Leader for End‑to‑End Digital Excellence at brighthush

About brighthush

At brighthush, we are more than a technology provider – we are the architects of the next wave of digital transformation. Our mission is simple yet profound: AI should work for people. By weaving artificial intelligence, cloud computing, and intelligent automation into a single, unified platform, we empower organizations to automate routine tasks, unlock insights, and focus on high‑impact, creative endeavors that drive measurable business value.

With a presence in more than 30 countries, brighthush partners with Fortune 500 leaders, government agencies, and mid‑market enterprises to accelerate digital transformation and secure a sustainable competitive advantage. We invest heavily in research, open‑source collaboration, and ethical AI frameworks, ensuring that every solution delivers ROI while adhering to the highest standards of responsibility and transparency.

Our culture is built on innovation, collaboration, and inclusion. We celebrate diversity, foster continuous learning, and empower every team member to shape the future of AI‑enabled business.

Why This Role Matters

As the Senior Principal Customer Success Executive (PCSE) for U.S. Federal accounts, you will become the linchpin between brighthush’s transformative technology and the most strategic government clients. Your strategic vision, deep industry knowledge, and relentless focus on outcomes will directly influence customer satisfaction, retention, and the long‑term success of our federal portfolio. In this role, you will not only guide complex, multi‑workstream transformations but also become a trusted advisor to senior executives, ensuring that every engagement delivers tangible business value and positions brighthush as the partner of choice for federal agencies.

What You’ll Achieve

First 90 Days

• Map the federal customer landscape, identifying key stakeholders, pain points, and strategic priorities.
• Develop a high‑level transformation blueprint that aligns with agency goals and federal acquisition regulations.
• Establish a cadence of executive touchpoints, ensuring transparent communication and measurable progress.
• Conduct a comprehensive health check of existing engagements, uncovering early risk indicators and opportunities for upsell.
• Build rapport with cross‑functional partners in Sales, Delivery, Product, and Professional Services to align on shared objectives.

Year One and Beyond

• Lead end‑to‑end change initiatives that deliver measurable ROI, often exceeding client expectations.
• Build a high‑performance Customer Success team that embodies brighthush’s values of accountability, collaboration, and continuous improvement.
• Position brighthush as a thought leader in AI‑enabled federal transformation through speaking engagements, white papers, and industry forums.
• Drive cross‑functional initiatives that shape product roadmaps and influence industry standards.
• Mentor and develop future leaders within the Customer Success organization.
• Expand the federal portfolio by identifying and securing new high‑value accounts.
• Establish a scalable framework for measuring and reporting on customer success metrics across all federal engagements.

Key Responsibilities

• Lead High‑Complexity Transformations: Own end‑to‑end change initiatives for our largest federal clients, ensuring alignment with governance frameworks, customer objectives, and organizational priorities. Drive cross‑functional execution, manage timelines, budgets, and stakeholder expectations, and deliver measurable outcomes that exceed client expectations.
• Strategic Advisory & Thought Leadership: Partner with C‑suite leaders to identify emerging trends, refine best practices, and embed AI‑driven insights into their operational DNA. Serve as a strategic consultant, translating complex AI concepts into actionable business strategies that resonate with senior decision‑makers.
• Value Blueprint & Adoption Enablement: Translate customer goals into concrete value stories, roadmaps, and adoption plans that demonstrate ROI and unlock upsell opportunities. Leverage data analytics to quantify benefits, create compelling business cases, and secure executive buy‑in.
• Risk & Escalation Management: Proactively identify potential churn drivers, mitigate risks, and resolve escalations with a focus on maintaining healthy usage and satisfaction. Develop risk mitigation plans, conduct root‑cause analyses, and implement corrective actions that reinforce trust and partnership.
• Cross‑Functional Collaboration: Work closely with Sales, Delivery, Product, and Professional Services to create a seamless customer journey from pre‑sales to post‑governance. Facilitate joint planning sessions, coordinate resource allocation, and ensure that every touchpoint delivers consistent value.
• Governance & Process Standardization: Champion consistent delivery methodologies, ensuring adherence to quality standards and change‑management best practices. Lead the adoption of industry‑leading frameworks such as ITIL, COBIT, and ISO, and embed them into our customer success processes.
• Mentorship & Knowledge Sharing: Coach and mentor junior Customer Success teams, spreading transformation expertise across the organization. Develop training programs, conduct workshops, and foster a culture of continuous learning and high performance.
• Product Advocacy: Serve as the voice of the customer within brighthush, influencing product evolution based on real‑world insights. Collaborate with Product Management to prioritize features, refine user experience, and accelerate time‑to‑market.
• Data‑Driven Insight Generation: Leverage platform analytics to surface actionable insights for clients, driving continuous improvement and strategic decision‑making. Build dashboards, run predictive analyses, and translate data into clear, actionable recommendations.
• Thought Leadership & Community Engagement: Represent brighthush at industry conferences, webinars, and government forums, positioning the company as a leader in AI‑enabled federal transformation. Publish white papers, speak at panels, and contribute to industry standards and best‑practice frameworks.

Essential Qualifications

• 15+ years of client‑facing experience in account management, consulting, or transformation leadership, with a proven track record of influencing senior stakeholders and driving strategic outcomes in complex, multi‑workstream environments.
• Deep understanding of AI integration into business processes, including automation, analytics, and decision‑making, with the ability to translate technical concepts into business value.
• Experience working with U.S. Federal customers is highly preferred, demonstrating familiarity with federal acquisition regulations, security requirements, and compliance frameworks.
• Strong background in IT strategy, operations, HR, security, customer service, governance, and portfolio management, enabling a holistic view of enterprise challenges.
• PMP or equivalent project management certification; hands‑on project delivery experience across Agile and Waterfall methodologies.
• Exceptional communication, facilitation, and stakeholder‑management skills, with the ability to influence and negotiate at the C‑suite level.
• Ability to diagnose problems, develop solutions, and articulate AI system design and ethical considerations in a clear, concise manner.
• Demonstrated ability to build and sustain high‑performance Customer Success teams, fostering a culture of accountability, collaboration, and continuous improvement.

Preferred Qualifications

• Experience leading AI‑driven transformation in a federal or regulated environment, with a deep understanding of the unique challenges and opportunities in this sector.
• Familiarity with brighthush AI platform capabilities and integration patterns, enabling you to provide expert guidance and accelerate adoption.
• Track record of building and scaling high‑performance Customer Success teams, including talent acquisition, coaching, and performance management.
• Knowledge of federal acquisition regulations and compliance frameworks such as FAR, DFARS, and NIST.
• Experience with AI ethics frameworks and responsible AI governance, ensuring that solutions are transparent, fair, and accountable.

Skills & Competencies

• Strategic Thinking & Visionary Leadership: Ability to set a clear vision, align stakeholders, and drive long‑term success.
• Customer‑Centric Mindset & Relationship Building: Deep empathy for customer challenges and a relentless focus on delivering value.
• Data‑Driven Decision Making & Analytical Rigor: Proficiency in data analysis, KPI development, and performance measurement.
• Change Management & Adoption Enablement: Expertise in guiding organizations through transformation and ensuring sustainable adoption.
• Project & Program Management (Agile & Waterfall): Proven ability to manage complex programs across multiple teams and timelines.
• AI & Automation Literacy: Strong technical foundation in AI, machine learning, and intelligent automation.
• Excellent Written & Verbal Communication: Ability to craft compelling narratives and present to diverse audiences.
• Influence & Negotiation: Skilled at building consensus and driving outcomes in high‑stakes environments.
• Resilience & Adaptability in High‑Pressure Environments: Thrives under ambiguity and delivers results in fast‑paced settings.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is designed to accelerate. As a PCSE, you will:

• Gain exposure to senior leadership across the organization, positioning you for future executive roles.
• Participate in continuous learning programs, including AI ethics, advanced analytics, and federal compliance.
• Lead cross‑functional initiatives that shape product roadmaps and industry standards.
• Earn certifications such as PMP, Certified ScrumMaster, or AI‑specific credentials through our tuition reimbursement program.
• Benefit from a mentorship network that connects you with senior leaders and industry experts.
• Have the opportunity to publish white papers, speak at conferences, and contribute to industry thought leadership.
• Access global mobility programs, enabling you to work on international projects and broaden your perspective.

Work Environment & Culture

brighthush thrives on a culture of innovation, collaboration, and inclusion. We offer:

• Flexible work personas that balance remote and in‑office collaboration, empowering you to work where you perform best.
• A transparent, merit‑based promotion system that rewards performance, impact, and leadership.
• Regular hackathons, innovation labs, and cross‑team knowledge‑sharing sessions that keep the momentum of creativity alive.
• Community outreach programs that give back to the tech ecosystem, fostering social responsibility.
• Inclusive hiring practices that celebrate diverse perspectives and drive better outcomes.
• Employee resource groups that foster belonging, professional growth, and peer support.
• Annual company retreats and team‑building experiences that strengthen relationships and reinforce our shared mission.

Compensation & Benefits

Competitive base salary range: $180,200 – $281,600 (subject to location and experience). In addition, you will receive:

• Variable incentive and equity packages aligned with company performance, ensuring you share in our success.
• Comprehensive health, dental, and vision plans that protect you and your family.
• 401(k) plan with company match, supporting your long‑term financial security.
• Employee Stock Purchase Plan (ESPP) that allows you to invest in brighthush at preferential rates.
• Generous paid time off, parental leave, and flexible time‑away policies to support work‑life balance.
• Professional development stipend and tuition reimbursement to fuel your growth.
• Wellness programs, including mental health resources, fitness subsidies, and mindfulness initiatives.
• Annual company retreats, team‑building experiences, and social events that celebrate our collective achievements.

Equal Opportunity Employer

brighthush is committed to fostering a diverse and inclusive workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other protected class.

How to Apply

Ready to lead transformative change for U.S. Federal customers and shape the future of AI‑enabled business? Apply now and join a team that values innovation, impact, and continuous growth.