Proposal Customer Success Manager, Mid-Market

This is a fully remote position, open to applicants in Maryland, +1 more state.

📋 Description

• Manage the customer relationship for around 40 to 50 primarily mid-market GovCon accounts.

• Develop and implement a value realization strategy for each account aligned with customer pursuit and success objectives.

• Conduct quarterly business reviews linking platform usage to bidding and organizational results.

• Promote wide adoption of the platform across various teams.

• Provide training for new users, teams, and advocates.

• Ensure strong account health metrics and maintain up-to-date, defensible account evaluations.

• Identify potential risks early by utilizing client data and feedback.

• Oversee the adoption and engagement aspects of save plans and escalate complex account challenges as necessary.

• Recognize signals for expansion and relay them to the Account Manager with pertinent context.

• Cultivate robust customer relationships to guarantee success with the AI-driven platform.

• Collaborate with the Account Manager on joint account strategies and account health assessments.

• Convert customer challenges into prioritized product input.

• Work alongside Engineering, Sales, and other cross-functional teams to meet client needs.

• Contribute to Customer Success playbooks, templates, and documentation.

• Report directly to the Director of Customer Success.

⛳️ Requirements

• Over 5 years of experience in GovCon business development roles such as Proposal Manager, Proposal Writer, Capture Manager, BD Analyst, Solutions Architect, or similar positions.

• At least 2 years in a customer-facing position responsible for the outcomes of another party, including roles in customer success, implementation, training, client-facing consulting, or account support.

• Familiarity with a compliance matrix, color review processes, and recompete strategies.

• Capability to engage in substantial conversations with directors or VPs, including open discussions about stalled adoption.

• Strong analytical skills to interpret usage data and evaluate account health.

• Exceptional written communication skills.

• Bachelor’s degree in Business, Communications, or a relevant field.

• U.S. citizenship is required.

• Must be able to pass a Federal Background Check and Identity Verification.

• Experience with mid-market or enterprise B2B SaaS accounts is preferred.

• Working knowledge of generative AI and LLMs is desirable.

• Experience collaborating with a sales or account management counterpart is preferred.

• Familiarity with GovWin, HigherGov, SAM.gov, or similar market intelligence tools is advantageous.

• Experience in a company that is scaling its Customer Success function is preferred.

• Proficiency or experience with Salesforce, Metabase, Gong, Intercom, Planhat, Claude, Jira, Slack, and Google Workspace is required.

🏝️ Benefits

• Competitive salary with a performance-based incentive program.

• Stock options available.

• Comprehensive health coverage.

• Flexible working arrangements, including the option for full remote work.

• Extensive opportunities for professional development.

• Fast track for career advancement.