Enterprise Customer Success Manager – Public Sector

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

📋 Description

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

• Manage the complete account lifecycle from onboarding to renewal.

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

• Lead change management initiatives as agencies implement new operational methodologies.

• Design and execute data-driven strategies aimed at enhancing engagement, adoption, and long-term retention.

• Proactively address account risks and position accounts for growth opportunities.

• Act as the primary contact for escalations and ensure prompt resolution of issues.

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

• Implement roadmap features that align with customer needs and the direction of the platform.

• Leverage data, BI tools, and AI to monitor customer health and usage metrics.

• Utilize data and AI in account planning and reporting to support a high-touch approach.

• Advocate for customers internally and contribute to product enhancements and best practices.

• Travel for in-person district visits, on-site training, stakeholder meetings, and enterprise account engagement.

• Report directly to the Director of Customer Success.

⛳️ Requirements

• Minimum of 4 years’ experience as a Customer Success Manager.

• Experience working with state and local government entities.

• Knowledge of agency structures across central offices, districts, and specialized units.

• Proven ability to drive adoption and promote growth or roadmap opportunities within key accounts.

• Proficient with AI tools and demonstrated capability in using AI to enhance efficiency as a Customer Success Manager.

• Skilled in BI tools and data analysis, with the capacity to extract actionable insights.

• Excellent communication skills, particularly in engaging with executive stakeholders.

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

• Resourceful and adaptable, demonstrating strong ownership and accountability.

• Preferred: Experience with Departments of Transportation (DOTs), extensive knowledge of their operations, and/or internal connections.

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

• Preferred: Consulting experience prior to transitioning into the tech industry.

🏝️ Benefits

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

• Significant visibility and strategic alignment within the organization.

• Opportunity to influence product enhancements and best practices.

• Chance to collaborate with cross-functional teams and impact the future of utility data.