Customer Success Manager – Public Sector

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

📋 Description

• Take full ownership of the customer onboarding process from the initial kickoff to the enrollment of elected officials, agency leaders, and staff.

• Enhance customer value, drive adoption, ensure retention, and facilitate renewal for public sector accounts.

• Navigate the complexities of government procurement, contracting processes, and fiscal-year budget cycles.

• Collaborate with the public sector sales lead from transition to renewal.

• Coordinate with customer IT and security teams on technical setups and engage engineering for complex issues.

• Monitor account health, proactively identify risks, and conduct regular customer check-ins.

• Lead Quarterly Business Reviews and executive debriefs.

• Identify opportunities for expansion and develop business cases for additional protection tiers.

• Act as the voice of the customer to the product team, influencing future product development.

• Report directly to the Head of Customer Success.

⛳️ Requirements

• 3–5 years of experience in Customer Success, Account Management, or a similar client-facing position.

• Proven experience working with or selling to state, local, or federal government agencies.

• Strong understanding of public sector procurement, contracting, and fiscal-year budget cycles.

• Excellent communication and presentation skills for effectively engaging elected officials, agency leaders, and senior stakeholders.

• Ability to build trust, implement scalable onboarding and engagement processes, and identify opportunities for account growth.

• Proficient with Salesforce or HubSpot.

• Hands-on experience with identity providers such as Okta, Microsoft Entra ID (Azure AD), or Ping, covering SSO (SAML/OIDC), SCIM provisioning, attribute mapping, and sign-in troubleshooting (preferred).

• Familiarity with REST APIs, webhooks, Postman, OAuth, and API keys (preferred).

• Previous experience in identity or IT administration or supporting technical customer integrations (preferred).

• Background in cybersecurity, privacy, SaaS/B2B technology, financial services, healthcare, or professional services (preferred).

• Active or prior U.S. government security clearance (preferred).

• Relevant certifications such as PMP, CIPP, or CISSP (preferred).

• Experience in a startup or small-team environment (preferred).

• Experience providing high-touch, white-glove service to executives and VIPs (preferred).

• Must not require visa sponsorship.

🏝️ Benefits

• Various high-quality medical plans with 100% employer-paid coverage for employees and 50% employer-paid coverage for dependents.

• Dental and vision plans with partial employer-paid coverage.

• Flexible Spending Accounts (FSAs) and Health Savings Accounts (HSAs).

• Free access to One Medical, HealthAdvocate, and TalkSpace for online therapy.

• Employer-paid short- and long-term disability insurance.

• Equity in a growing startup.

• 401k plan with employer match and immediate vesting options (both Traditional and Roth).

• Discretionary paid time off (PTO).

• 13 paid holidays annually.

• AI Tool Stipend for personal use.

• Paid parental leave.

• Monthly virtual events.

• A truly remote-first work environment.