Customer Success Manager, Public Sector

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

📋 Description

• Take charge of the complete retention experience for a designated set of public sector accounts, serving as their main point of contact and trusted advisor.

• Gain insights into each customer's mission, organizational structure, and business requirements to uncover opportunities for enhanced adoption and account growth.

• Act as a product specialist and internal champion for your customers, representing the Voice of the Customer and collaborating with Product and Support on feedback and resolution of issues.

• Develop and implement account success plans and engagement strategies that are customized to align with public sector budget and procurement cycles.

• Independently conduct Executive Business Reviews (EBRs) for standard and mid-tier accounts, showcasing clear product value and return on investment (ROI).

• Manage churn prevention and renewal strategies for your portfolio; collaborate with Sales to ensure strong net renewal and expansion results.

• Navigate agency procurement procedures and contract vehicles (e.g., GSA Schedule, state term contracts) to keep renewals and modifications on schedule.

• Provide customer stories and references that enhance DeleteMe's public sector brand and sales pipeline.

• Mentor or support Junior Customer Success Managers on account management principles as necessary.

⛳️ Requirements

• At least 5+ years of experience as a Customer Success Manager, Onboarding Manager, Account Manager, or in a similar customer-facing SaaS position.

• Proven track record in managing renewals, reducing churn, and promoting product adoption.

• Experience working collaboratively across Sales, Marketing, Product, and Support teams to achieve customer success.

• Strong project management abilities and the capacity to handle multiple stakeholder relationships simultaneously.

• Outstanding critical thinking, problem-solving, written, and verbal communication skills.

🏝️ Benefits

• Comprehensive health benefits - Medical, Vision, Dental

• 401k retirement plan

• Paid Parental Leave

• 20 days of Paid Time Off

• 11 Company-Paid Holidays

• Birthday Off

• Work From Home Stipend

• Cell Phone Reimbursement

• Fitness Membership Reimbursement

• Child Care Reimbursement

• DeleteMe Gold Membership

• Discounted DM Plans for Friends and Family