Customer Success Manager, Public Sector

This is a fully remote position, open to applicants in United States.

📋 Description

• Establish and nurture relationships with a portfolio of public sector clients.

• Manage the entire account lifecycle from onboarding to renewal.

• Navigate intricate public sector organizational frameworks and cultivate multi-threaded connections.

• Drive change management initiatives as agencies transition to new operational methods.

• Formulate and implement data-driven strategies to enhance engagement, adoption, retention, and account growth.

• Proactively address account risks.

• Act as the main point of contact for escalations and ensure prompt resolution.

• Identify opportunities for expansion and collaborate with Sales, Marketing, and Product teams.

• Assist in the implementation of roadmap features that align with customer requirements.

• Utilize data, BI tools, and AI to monitor customer health and usage patterns.

• Employ account planning and reporting methodologies to scale a personalized approach.

• Represent customers internally and influence product enhancements and best practices.

• Travel up to 80% for district visits, on-site training, stakeholder meetings, enterprise accounts, and partnerships.

• Report directly to the Director of Customer Success.

⛳️ Requirements

• 4+ years of experience as a Customer Success Manager.

• Experience working with state and local governments.

• Comprehension of agency structures including central offices, districts, and specialized units.

• Proven success in driving adoption and presenting growth or roadmap opportunities within key accounts.

• Proficient in AI tools and demonstrated ability to use them for enhanced efficiency as a CSM.

• Skilled in BI tools and data analysis, capable of extracting actionable insights.

• Outstanding communication abilities, including engagement with executive stakeholders.

• Willingness and ability to travel up to 80% for face-to-face customer interactions.

• Resourceful and adaptable, exhibiting a strong sense of ownership and accountability.

• Experience with Departments of Transportation (DOTs) is preferred.

• Familiarity with project and change management frameworks, such as PMP or CM certification, is preferred.

• Prior consulting experience before entering the tech industry is preferred.

• Candidates must reside in Atlanta, Georgia, or nearby areas.

🏝️ Benefits

• Competitive compensation package with an anticipated OTE range of $160,000-$180,000 (base salary not specified).

• Opportunity to work with a Series C company backed by Insight Partners, Viola, and F2.

• Significant visibility and strategic alignment within the organization.

• Collaboration with cross-functional teams.

• Customer-facing field role involving in-person engagement.