Customer Success Manager

📋 Description

• We are looking for a Customer Success Manager who is enthusiastic about collaborating with federal agency clients.

• You should be adept at seamlessly transitioning between various skill sets based on the needs of each account. In a single day, you may take on multiple roles such as Program Manager, Onboarding Specialist, Digital Transformation Guide, and Delivery Coordinator, all while employing an empathetic and results-driven approach.

• You will manage several accounts simultaneously, working closely with delivery teams typically made up of a Product Manager, User-Centered Designer, and Platform and/or Software Engineers, as well as client stakeholders at various levels.

• For new contracts, you will collaborate with Practice Leadership and Recruiting to ensure the right personnel with the appropriate skill sets are available at the right time. You will establish and guide delivery team members through a streamlined onboarding process and share any relevant context regarding the work they are about to undertake. You will engage with key customer stakeholders, including contract officers, to ensure alignment on objectives, identify and mitigate risks, establish performance metrics, implement agile practices, and set up Deliverable and Invoicing submission processes.

• As accounts progress, you will regularly assess the health of both the team and the account, driving remediation plans when necessary. You will partner with the delivery team to ensure that the customer recognizes the value being provided in accordance with their desired outcomes. Ultimately, with a business-oriented and ownership mindset, you will steer the account strategy to foster referenceable clients and identify expansion opportunities.

⛳️ Requirements

• 6-10 years of experience in Customer Success, Program Management, or Service Delivery, preferably with government agency clients.

• Strong experience in client-facing roles, engaging with stakeholders at multiple levels, including contract officers.

• Demonstrated ability to manage new contracts, onboard delivery teams, and synchronize client objectives with delivery results.

• Capability to switch between various roles such as Program Management, Onboarding, Digital Transformation, and Delivery Coordination, according to customer demands, with an emphasis on delivery, customer satisfaction, and long-term strategy.

• Experience in risk management, metric establishment, and the implementation of agile methodologies for successful project outcomes.

• Proven track record of managing multiple accounts concurrently while collaborating with cross-functional teams (Product Managers, Designers, Engineers).

• Business-savvy with the ability to drive account growth and expansion while ensuring customer value and satisfaction.

• Strong organizational, communication, and facilitation skills.

• Willingness to travel up to 25%.

🏝️ Benefits

• Flexible schedule in a fully remote work environment.

• Premium Insurance: We cover up to 100% of the employee premium and up to 80% of the combined dependent premium on our base health plan, depending on pay band. We also cover 100% of the premium for employee and dependent Dental and Vision, as well as employee premiums for Life and Disability coverage.

• Retirement: 401k match at 10% of gross pay.

• Paid time off (PTO): 4 weeks of combined accrued vacation and sick leave, 10 Federal holidays, your birthday, jury duty, and bereavement leave.

• Education & Training: An annual budget of up to $3,500 for classes, travel, events, and materials.

• Home Office and Merch: We provide $750 per year for home office technology and equipment, along with $100 per year for Rise8 merchandise from our Swag Store.

• Wellness Budget: To promote a well-rounded healthy lifestyle, we offer 100% reimbursement for various wellness activities and products, up to $500 per calendar year.

• Rise8 participates in the Life Time Corporate Partner program. Instead of your $500 annual wellness benefit, you can opt for a $75 monthly credit towards a Life Time membership, amounting to a $900 annual benefit.

• Equipment: We provide a MacBook Pro for your work needs.