Senior Remote Federal DoD Customer Success Manager – Driving Satisfaction & Growth for Brighthush’s U.S. Federal Defense Accounts

About Brighthush and the Future of Defense Technology

Brighthush is a leading innovator in secure communications and mission‑critical solutions for the U.S. Department of Defense (DoD) and federal agencies. With a portfolio that spans advanced radio systems, network security, and data analytics, we empower our partners to protect national security while staying ahead of emerging threats. Our commitment to excellence, integrity, and customer success has earned us a reputation as a trusted partner for the most demanding defense missions.

As the defense landscape evolves, Brighthush is expanding its footprint across federal agencies, forging new partnerships, and driving digital transformation initiatives. We are looking for a seasoned Customer Success Manager who can navigate the complexities of DoD procurement, cultivate long‑term relationships, and unlock growth opportunities across our federal portfolio.

Why Join Brighthush?

• Impactful Work: Your efforts will directly influence the effectiveness of national defense operations.
• Remote Flexibility: Work from anywhere in the United States while collaborating with a global team.
• Professional Growth: Access to continuous learning, certifications, and leadership development programs.
• Competitive Compensation: Base salary, performance bonuses, and comprehensive benefits.
• Culture of Innovation: A collaborative environment that values creativity, diversity, and inclusion.

Key Responsibilities

As the Remote Federal DoD Customer Success Manager, you will be the primary point of contact for our federal accounts, ensuring that our solutions deliver maximum value and compliance. Your role will encompass the following responsibilities:

• Develop and execute a strategic account plan for each DoD customer, aligning Brighthush’s offerings with their mission objectives.
• Lead cross‑functional teams—including Sales, Engineering, Finance, and Legal—to deliver on contractual obligations and exceed customer expectations.
• Monitor and report on key performance indicators (KPIs) such as contract renewal rates, service level agreement (SLA) compliance, and customer satisfaction scores.
• Identify upsell and cross‑sell opportunities within existing accounts, collaborating with the Sales team to close new business.
• Serve as the primary liaison for all contract negotiations, amendments, and renewals, ensuring adherence to DoD procurement regulations and policies.
• Coordinate and conduct quarterly business reviews (QBRs) with senior DoD stakeholders, presenting insights, risk assessments, and improvement plans.
• Manage a portfolio of service contracts, ensuring timely delivery of support services, maintenance, and training.
• Act as the escalation point for any technical or operational issues, working with internal teams to resolve incidents swiftly and transparently.
• Travel as needed (typically 10–20% of the time) to meet with key customers, attend industry events, and participate in internal workshops.
• Maintain accurate and up‑to‑date account records in the CRM system, ensuring data integrity for forecasting and reporting.

Essential Qualifications

• Minimum of 5 years of experience in customer success, account management, or business development within the federal or defense sector.
• Proven track record of managing complex DoD contracts, including knowledge of FAR, DFARS, and other relevant procurement regulations.
• Strong understanding of defense acquisition processes, lifecycle management, and contract administration.
• Excellent communication skills—both written and verbal—capable of articulating technical concepts to non‑technical audiences.
• Demonstrated ability to build and maintain relationships with senior DoD officials, procurement officers, and technical leads.
• Experience leading cross‑functional teams and driving collaborative solutions.
• Proficiency with CRM platforms (e.g., Salesforce) and Microsoft Office Suite.
• Valid U.S. security clearance or the ability to obtain one within 90 days of hire.

Preferred Qualifications

• Background in engineering, cybersecurity, or communications technology relevant to defense applications.
• Experience with cloud‑based defense solutions or data analytics platforms.
• Knowledge of emerging defense trends such as AI/ML, cyber‑physical systems, and network‑centric warfare.
• Previous experience in a remote or distributed work environment, demonstrating self‑discipline and strong time‑management skills.
• Advanced certifications such as PMP, Certified Defense Acquisition Professional (CDAP), or relevant technical credentials.

Core Competencies & Skills

• Strategic Thinking: Ability to anticipate customer needs and align solutions accordingly.
• Relationship Management: Building trust and rapport with key stakeholders.
• Negotiation & Influence: Skilled in contract negotiations and influencing decision‑makers.
• Problem Solving: Analytical mindset to diagnose issues and propose effective solutions.
• Project Management: Managing timelines, deliverables, and resources across multiple teams.
• Adaptability: Thriving in a fast‑paced, evolving defense environment.
• Customer‑Centric Mindset: Passion for delivering exceptional service and measurable value.

Career Growth & Learning Opportunities

At Brighthush, we believe in nurturing talent and fostering career progression. As a Customer Success Manager, you will have access to:

• Leadership development programs designed to prepare you for senior roles such as Director of Customer Success or Vice President of Defense Partnerships.
• Mentorship from seasoned executives who have led large defense programs.
• Cross‑functional training in engineering, finance, and procurement to broaden your skill set.
• Opportunities to attend industry conferences, workshops, and certification courses at no cost.
• Internal mobility across our global teams, enabling you to explore new markets and product lines.

Work Environment & Culture at Brighthush

Brighthush thrives on a culture of collaboration, innovation, and accountability. Our remote-first approach empowers employees to work from anywhere while staying connected through:

• Weekly virtual town halls and team stand‑ups.
• Digital collaboration tools (Slack, Teams, Confluence).
• Regular virtual coffee chats and informal networking events.
• Inclusive hiring practices that celebrate diverse perspectives.
• A commitment to work‑life balance, with flexible scheduling and generous paid time off.

Compensation, Perks, and Benefits

While specific figures vary based on experience and location, Brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with market rates for senior customer success roles.
• Performance‑based bonuses tied to contract renewal, upsell, and customer satisfaction metrics.
• Health, dental, and vision insurance with employer contributions.
• 401(k) plan with company match.
• Life and disability insurance.
• Professional development stipend and tuition reimbursement.
• Wellness programs, including virtual fitness classes and mental health resources.
• Remote work stipend for home office setup.

How to Apply

If you are a strategic thinker with a passion for defense technology and a proven record of delivering customer success in a federal environment, we want to hear from you. Submit your resume and a cover letter outlining your experience with DoD contracts and how you would add value to Brighthush’s federal portfolio.

Join us in shaping the future of national security—apply today and become a pivotal part of Brighthush’s mission to protect and empower our nation.