Senior Remote Federal Customer Success Manager – Leading Adoption, Renewals, Expansion, and Strategic Partnerships for Government Clients in Cybersecurity at brighthush

About brighthush

brighthush is a trailblazing cybersecurity technology company that empowers federal agencies, state and local governments, and critical infrastructure providers with next‑generation internet intelligence solutions. Founded in 2017, we have grown into a vibrant community of 51‑200 passionate professionals dedicated to safeguarding digital assets through threat hunting, exposure management, and proactive security analytics. Our mission is simple yet profound: to give our customers the clarity and confidence they need to navigate an increasingly complex cyber‑landscape.

As a remote‑first organization, brighthush embraces flexibility, collaboration, and a culture of continuous learning. We serve a diverse portfolio of clients, including federal agencies, state and local governments, and critical infrastructure providers. Our solutions are trusted by agencies that rely on real‑time data, actionable insights, and seamless integration to protect national security and public trust.

Why Join brighthush?

At brighthush, you’ll be part of a mission‑driven team that makes a tangible impact on public safety and national resilience. We champion professional growth, offer a competitive benefits package, and foster an environment where innovation thrives. If you’re passionate about customer success, enjoy working with federal stakeholders, and want to shape the future of cyber‑defense, brighthush is the place for you.

Our remote‑first model means you can work from anywhere in the continental United States while collaborating with a global team of experts. We invest heavily in your development through mentorship, leadership programs, and access to industry conferences. Your work will directly influence the security posture of government agencies, giving you a sense of purpose that few other roles can match.

Role Overview

We are seeking a highly motivated Senior Remote Federal Customer Success Manager to lead the post‑sales journey for our federal customers. In this role, you will be the primary advocate for our clients, ensuring they realize maximum value from our platform, achieve their security objectives, and become long‑term partners. You will collaborate closely with cross‑functional teams—including Customer Solution Engineering, R&D, Sales, Marketing, and Executive leadership—to deliver on client goals and drive adoption, renewals, and expansion.

As the voice of the customer within brighthush, you will shape product strategy, influence roadmap decisions, and represent our brand at industry events. Your success will be measured by customer satisfaction scores, renewal rates, expansion revenue, and the depth of relationships you build with senior stakeholders.

Key Responsibilities

• Customer Lifecycle Management: Own the full customer lifecycle from onboarding to expansion, ensuring a seamless experience at every touchpoint.
• Onboarding & Integration: Lead post‑sale engagements, coordinate internal hand‑offs, conduct kickoff meetings, and facilitate Architecture Planning sessions with our Customer Success Engineers.
• Adoption & Value Realization: Drive adoption by mapping customer use cases, articulating the value proposition, and delivering Executive Business Reviews and Success Plans.
• Enablement & Education: Educate customers on new features, platform workflows, beta programs, design partnerships, and user testing opportunities.
• Renewal & Churn Mitigation: Proactively monitor health scores, understand renewal timelines, prepare quotes, and address churn risks with tailored solutions.
• Expansion & Strategic Growth: Identify expansion opportunities (CSQLs), collaborate with Sales to close upsells, and facilitate customer references or case studies.
• Cross‑Functional Collaboration: Partner with Customer Solution Engineering, R&D, Sales, Marketing, and Executive teams to align on client objectives and deliver measurable outcomes.
• Data & Reporting: Maintain accurate, up‑to‑date records in brighthush and brighthush, generate reports, and provide insights to leadership.
• Continuous Improvement: Contribute to process enhancements, share best practices, and champion a culture of customer‑centric innovation.
• Thought Leadership: Represent brighthush at industry conferences, webinars, and client events, sharing insights on cyber‑security trends and best practices.
• Risk Management: Identify potential security or compliance risks for clients and collaborate with the product team to mitigate them.
• Strategic Account Planning: Develop and execute account plans that align with each client’s long‑term security strategy and business objectives.
• Mentorship: Coach and mentor junior Customer Success team members, fostering a culture of learning and high performance.

Essential Qualifications

• 5+ years of experience in Customer Success, Account Management, or a related role, preferably within the federal or public‑sector technology space.
• Proven track record of managing complex customer relationships, driving adoption, and achieving renewal and expansion targets.
• Strong understanding of federal procurement processes, compliance requirements, and security frameworks (e.g., FedRAMP, NIST).
• Excellent communication skills—both written and verbal—capable of presenting to C‑suite executives and technical stakeholders alike.
• Demonstrated ability to analyze data, interpret health metrics, and translate insights into actionable plans.
• Experience with CRM systems (brighthush, HubSpot, or similar) and customer success platforms (brighthush, brighthush).
• Self‑motivated, highly organized, and comfortable working independently in a remote environment.
• Bachelor’s degree in Business, Computer Science, Information Technology, or a related field.
• Strong project management skills, with a proven ability to lead cross‑functional initiatives.
• Proficiency in using data visualization tools (brighthush, brighthush) and advanced Excel modeling.

Preferred Qualifications

• Experience working with federal agencies or in a regulated industry (e.g., defense, intelligence, homeland security).
• Knowledge of threat intelligence, exposure management, or cybersecurity analytics.
• Project management certification (PMP, Agile, or similar) or experience leading cross‑functional initiatives.
• Fluency in additional languages commonly used in federal environments (e.g., Spanish, French).
• Prior experience in a startup or high‑growth technology company.
• Experience with data visualization tools (brighthush, brighthush) and advanced Excel modeling.
• Demonstrated success in building and scaling customer success programs in a SaaS environment.

Skills & Competencies

• Strategic Thinking: Ability to see the big picture, anticipate client needs, and develop long‑term success plans.
• Relationship Building: Talent for building trust with stakeholders at all levels, from technical teams to executive sponsors.
• Analytical Acumen: Proficiency in data analysis, KPI tracking, and deriving insights that drive business outcomes.
• Problem Solving: Creative and pragmatic approach to resolving complex customer challenges.
• Collaboration: Comfortable working with diverse teams across engineering, sales, marketing, and product.
• Adaptability: Thrives in a fast‑paced, evolving environment and can pivot quickly when priorities shift.
• Communication: Clear, concise, and persuasive communication in both written and verbal formats.
• Customer‑Centric Mindset: Passion for delivering exceptional customer experiences and measurable value.
• Leadership: Ability to influence without authority, mentor teammates, and drive cross‑functional initiatives.
• Technical Fluency: Comfortable discussing technical concepts with both technical and non‑technical audiences.

Career Growth & Learning Opportunities

At brighthush, we believe that your professional development is as important as the work you do. As a Customer Success Manager, you will:

• Gain exposure to cutting‑edge cybersecurity technology and federal procurement processes.
• Participate in leadership development programs, mentorship, and peer‑learning circles.
• Attend industry conferences, webinars, and training sessions—many of which are covered by our professional development stipend.
• Take on new responsibilities, such as leading product roadmap initiatives or expanding into adjacent markets.
• Progress into senior Customer Success or Product Management roles within brighthush.
• Develop expertise in federal security standards, enabling you to become a trusted advisor to government clients.Apply for this job