Customer Success Manager – Government Solutions

This is a fully remote position, open to applicants in District of Columbia, +4 more states.

📋 Description

• Collaborate with State Account Executives to outline agency goals, promote solution adoption, and pinpoint strategic opportunities for revenue growth.

• Serve as a public sector subject matter expert, overseeing client onboarding, planning for system integration, and providing ongoing technical support.

• Perform regular performance evaluations and value-realization assessments to review data usage, optimize billing frameworks, and reduce churn risk.

• Facilitate cross-functional alignment with operations, engineering, and product teams to address client technical feedback and guide future platform improvements.

• Create automated data reporting workflows utilizing modern productivity tools to present weekly, monthly, and quarterly performance metrics to key stakeholders.

• Aid in maintaining overall account health by contributing to strategic planning, customer advocacy, and operational assistance.

⛳️ Requirements

• A Bachelor's degree or equivalent professional experience.

• Over 3 years of experience in enterprise customer success, strategic account management, or technical consulting.

• At least 1 year of direct experience working with state government agencies is highly preferred.

• Demonstrated ability to function as a cross-functional liaison among sales, product, and technical customer support teams.

• Strong project management history with proven success in enhancing client retention and adoption metrics.

• Willingness to travel up to 50%.

• Experience with AI productivity tools, prompt engineering, or contemporary automation platforms to enhance operational efficiencies.

• Extensive knowledge of government contract structures, public sector data compliance regulations, and agency procurement processes.

• Professional certifications in Customer Success (e.g., SuccessHACKER, Gainsight) or methodologies related to Agile/Project Management.

🏝️ Benefits

• Incentive compensation program approximating 20%.

• Comprehensive compensation and healthcare benefits.

• 401k matching options.

• Paid time off.

• Opportunities for organizational growth through an online learning platform offering guided career paths.