Senior Principal Customer Success Manager – UK & Ireland Public Sector – Championing Digital Transformation, Cloud Migration, Enterprise Adoption, and Strategic Advisory for Government & Public Service Leaders at brighthush

About brighthush – Empowering the Future of Public Service

At brighthush, we are on a mission to transform how governments, health services, and educational institutions deliver value to citizens. By turning legacy systems into agile, data‑driven ecosystems, we enable public bodies to respond faster, work smarter, and operate with unprecedented transparency. Our platform is built on proven cloud infrastructure, AI‑driven insights, and a suite of collaboration tools that empower teams to work smarter, not harder.

We are a distributed‑first company that believes flexibility fuels innovation. Whether you thrive in a bustling city office, a quiet home office, or a hybrid blend of both, you’ll find the freedom to balance professional ambition with personal commitments. This culture of trust, autonomy, and continuous learning is the foundation that allows our teams to push the boundaries of what’s possible in the public sector.

Why brighthush is the Ideal Partner for Public Sector Leaders

Public organisations today face unprecedented pressure to deliver high‑quality services while managing tight budgets, complex regulatory frameworks, and rapidly changing citizen expectations. brighthush is uniquely positioned to help these organisations navigate the digital age. Our platform is engineered to meet the strict security, data residency, and compliance requirements of the public sector, while delivering the speed and flexibility that modern citizens demand.

When you join brighthush, you become part of a mission‑driven team that is reshaping the public sector. You’ll work alongside seasoned experts in cloud engineering, data science, and public policy, and you’ll have the opportunity to influence the future of government services across the UK and Ireland.

Role Overview: Senior Principal Customer Success Manager – Public Sector UK & Ireland

As a Senior Principal Customer Success Manager at brighthush, you will be the strategic partner for senior civil servants, IT leaders, and transformation directors across central and local government, health services, higher education, and national bodies. You will guide these organisations through complex digital transformation journeys, champion cloud migration initiatives, and ensure that every engagement delivers measurable value and lasting impact.

Key Responsibilities

• Build Trusted Advisor Relationships: Partner with senior stakeholders to understand their strategic objectives, align brighthush solutions with their digital mandates, and become the go‑to advisor for all technology and process improvements.
• Lead Cloud Migration & Digital Transformation: Design and execute migration roadmaps that move legacy or on‑premise deployments to the brighthush Cloud, leveraging AI capabilities and the brighthush platform to unify cross‑agency knowledge, automate workflows, and enable data‑driven decision making.
• Drive Value Realisation & Success Planning: Develop comprehensive Customer Success Plans, conduct Executive Business Reviews (EBRs), and Quarterly Business Reviews (QBRs) to track ROI, user adoption, and overall customer health across complex public sector bodies.
• Navigate Public Sector Procurement & Governance: Apply deep expertise in government governance, data and security standards, and public procurement cycles to remove adoption blockers and accelerate deployment timelines.
• Cross‑Functional Alignment: Collaborate closely with Enterprise Sales, Solutions Engineering, Cloud Migration specialists, Product teams, and brighthush Solution Partners to advocate for public sector requirements and guarantee seamless customer lifecycle delivery.
• Thought Leadership & Advocacy: Represent brighthush at industry events, webinars, advisory councils, and internal forums. Share best practices, case studies, and insights that position brighthush as the leading partner for public sector digital transformation.
• Mentor and Coach: Guide junior Customer Success Managers and new hires, fostering a culture of continuous improvement and knowledge sharing.
• Data‑Driven Insight Generation: Leverage analytics to surface actionable insights, forecast trends, and recommend strategic initiatives that align with public sector priorities.
• Strategic Roadmap Development: Work with clients to define long‑term technology roadmaps that align with national digital strategies and local service delivery goals.
• Risk & Issue Management: Identify potential risks in adoption, security, or compliance, and develop mitigation plans in partnership with relevant stakeholders.
• Performance Measurement & Reporting: Build dashboards and reporting frameworks that provide real‑time visibility into adoption metrics, cost savings, and service improvement outcomes.
• Continuous Improvement: Champion a culture of feedback, capturing lessons learned from each engagement to refine processes, tools, and best practices across the organization.

Essential Qualifications

• Experience: 8+ years in Customer Success Management or a comparable customer‑facing role (Technical Account Management, Advisory Consulting, Professional Services, Engagement Management). Minimum 3–5 years of direct experience advising, managing, or partnering with public sector organisations across central/local government, health services, higher education, or national bodies.
• Enterprise Portfolio Management: Proven ability to support strategic customers from major enterprise technology leaders, managing complex, multi‑year engagements.
• Cloud Migration & Digital Transformation: Hands‑on experience advising customers on digital transformation journeys, navigating cloud migration scenarios, and driving adoption across cloud platforms.
• Public Sector Acumen: Strong familiarity with public sector ways of working, government governance, data and security considerations, and public procurement cycles and frameworks.
• Customer Value Realisation: Dedication to driving customer health, value realisation, and long‑term partnership without managing a direct sales quota.
• Technical Curiosity & Tooling Familiarity: Working understanding of enterprise collaboration tools and solutions, with an openness to AI‑driven productivity.

Preferred Qualifications & Skills

• Experience with large‑scale cloud migrations in the public sector, including data residency and compliance requirements.
• Knowledge of UK and EU data protection regulations (GDPR, Data Protection Act 2018, UK GDPR).
• Strong analytical skills with the ability to translate data into actionable insights for senior stakeholders.
• Excellent communication and presentation skills, capable of influencing at the executive level.
• Proficiency in using customer success platforms (e.g., brighthush) and CRM systems (e.g., brighthush).
• Experience working in a distributed or remote team environment.

Skills & Competencies for Success

• Strategic Thinking: Ability to see the big picture, anticipate future challenges, and craft long‑term solutions that align with organisational goals.
• Relationship Management: Proven track record of building trust with senior leaders, navigating complex stakeholder landscapes, and fostering collaborative partnerships.
• Project Leadership: Strong project management skills, including scope definition, timeline creation, risk mitigation, and cross‑functional coordination.
• Data‑Driven Decision Making: Comfortable working with metrics, dashboards, and analytics to measure success and inform strategy.
• Change Management: Expertise in guiding organisations through cultural and process changes, ensuring adoption and sustainability.
• Communication Excellence: Clear, concise, and persuasive communication across all levels, from front‑line staff to executive leadership.
• Collaboration & Teamwork: Ability to work effectively with cross‑functional teams, including engineering, product, sales, and partner ecosystems.
• Adaptability & Resilience: Thrives in fast‑paced environments, quickly adapts to shifting priorities, and maintains composure under pressure.

Career Growth & Learning Opportunities

At brighthush, your journey as a Senior Principal Customer Success Manager is just the beginning. Success in this role opens doors to senior leadership positions such as Director of Public Sector Customer Success, Head of Digital Transformation, or even Chief Customer Officer. We champion continuous learning through mentorship programs, leadership workshops, and cross‑functional projects that broaden your skill set and expand your professional network.

We also provide access to industry certifications, conference sponsorships, and an internal knowledge hub that keeps you at the forefront of public sector technology trends. Whether you’re looking to deepen your expertise in cloud architecture, data governance, or public policy, brighthush offers the resources and support to help you grow.

Work Environment & Culture at brighthush

Our culture is built on collaboration, curiosity, and a relentless focus on impact. We value transparency, experimentation, and a growth mindset. Wins are celebrated together, challenges are turned into learning opportunities, and the customer remains at the center of everything we do. As a distributed‑first company, we support flexible working arrangements, remote‑first culture, and a supportive environment that respects personal commitments.

We foster an inclusive environment where diverse perspectives are not only welcomed but essential to our success. Every team member is empowered to bring their authentic self to work and to contribute to the collective mission of transforming public service.

Compensation, Perks, and Benefits

• Competitive Compensation: Market‑aligned base salary, performance‑based bonuses, and equity options to share in our success.
• Health & Well‑Being: Comprehensive medical, dental, and vision plans, mental health resources, and a generous paid time off policy.
• Professional Development: Access to internal and external training, certifications, and a learning stipend to keep you at the cutting edge of technology and leadership.
• Work‑Life Balance: Flexible working arrangements, remote‑first culture, and a supportive environment that values your personal commitments.
• Community & Volunteerism: Paid volunteer days, community partnership programs, and opportunities to contribute to public sector initiatives.
• Inclusive Culture: A diverse, inclusive workplace that celebrates different perspectives and experiences. We are committed to equal opportunity and do not discriminate on any protected characteristic.

How to Apply

If you are ready to lead transformative change in the public sector and help thousands of citizens experience better services, we invite you to apply. Submit your resume and a brief cover letter outlining why you’re the ideal fit for this role. We look forward to exploring how your expertise can elevate brighthush’s impact.

Join brighthush – Where Innovation Meets Public Service

At brighthush, we’re not just building software; we’re building a future where public organisations can operate more efficiently, transparently, and responsively. Your work will directly influence how governments serve their people, making a lasting difference in communities across the UK and Ireland. If you’re driven by purpose, thrive in a fast‑paced environment, and want to be part of a team that values innovation, collaboration, and impact, we want to hear from you.