Manager, Customer Success Management – Public Sector

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

📋 Description

• Report to the Senior Manager of Customer Success (Enterprise US East & Public Sector)

• Build, lead, and mentor a team of Customer Success Managers

• Support career development, performance management, and skill enhancement

• Develop and implement the comprehensive Customer Success strategy alongside CSM and Professional Services leaders

• Create customer engagement strategies aimed at achieving adoption, retention, and growth targets

• Develop processes focused on value and customer experience, including scalability and automation

• Monitor adoption metrics and devise plans to mitigate churn risk while promoting account expansion

• Conduct in-depth account analyses to drive adoption and meet account-level objectives

• Manage escalated accounts, resolve issues, support teams and customers, and provide updates to senior leadership

• Build executive-level relationships with clients and understand their workflows and requirements

• Serve as the voice of the customer to guide product improvements and innovations

• Collaborate with GTM, Product, Engineering, and Sales teams to enhance adoption, retention, and growth

• Develop renewal forecasts and assist in weekly forecast aggregation at least six months in advance

• Implement and refine operational processes while monitoring industry trends and best practices

⛳️ Requirements

• Minimum of 3+ years of demonstrated experience in a leadership position, with a robust background in people management

• Experience in Cybersecurity, DevOps, or a related field

• Familiarity with US Public Sector customers and their regulatory, compliance, and procurement needs

• Bachelor’s degree in a relevant discipline; advanced degree is preferred

• Proven success in building and scaling Customer Success Management functions

• Comprehensive understanding of project management methodologies and practices

• Exceptional communication and interpersonal skills, including engagement with internal teams, external clients, and executive-level individuals

• This role must be based in the United States

🏝️ Benefits

• Work remotely with opportunities for team meetups

• Bi-annual destination summits

• Monthly stipend for coworking spaces, as well as phone and internet expenses

• Stock options available upon hire and promotion

• Participation in secondary offerings

• 10 years to exercise stock options

• 100% coverage of health, vision, and dental insurance premiums for employees and their dependents

• Unlimited flexible time off

• 18 weeks of paid parental leave for birthing parents

• 12 weeks of paid parental leave for non-birthing parents

• Flexible parental leave usage throughout the child's first year