Public Sector Customer Success Lead

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

📋 Description

• Take ownership and develop the customer success function for GenLogs' public sector clientele.

• Create and implement customer success playbooks and standards, while gradually building the team.

• Oversee onboarding, adoption, retention, expansion, and renewal processes for agency accounts.

• Collaborate with public sector users both in-person and remotely to convert workflows into effective platform queries and outcomes.

• Design and conduct training sessions and enablement programs for users with diverse technical skills.

• Act as the customer advocate by translating operational requirements into actionable insights for product and engineering teams.

• Foster relationships with government personnel, decision-makers, and procurement representatives.

• Link platform usage to tangible outcomes and support case studies, webinars, and conference presentations within confidentiality constraints.

• Participate in customer and pre-sales discussions as a subject-matter expert when necessary.

• Assist in emerging government initiatives through customer discovery, new-account qualification, and research efforts.

• Travel up to approximately 40% to engage with users in offices, roadside locations, or team rooms.

⛳️ Requirements

• Extensive experience (5+ years) in B2B SaaS Customer Success, Account Management, or a similar customer-facing leadership position in the industry.

• Willingness to travel up to about 40%, including fieldwork alongside law enforcement agencies and task forces.

• Ability to thrive in a fast-paced, high-growth environment where products, use cases, and playbooks are still in development.

• Understanding and empathy for the daily challenges faced by public sector customers.

• Strong intuitive and proactive problem-solving skills.

• Comfort with ambiguity and the ability to work independently.

• Patience for gradual adoption processes and extended timelines.

• Prior experience with law enforcement, public sector sales, or government technology is a plus.

• Background in data analytics with the ability to synthesize diverse and imperfect data into credible conclusions (preferred).

• Exceptional writing skills suitable for decision-making (preferred).

• Familiarity with the commercial trucking and freight ecosystem, including USDOT/FMCSA regulations and motor carrier vetting (preferred).

• Basic skills in SQL/Python (preferred).

• Proficiency in CRM tools, such as Salesforce or Gainsight (preferred).

• Experience in startup or small-team SaaS settings (preferred).

🏝️ Benefits

• Comprehensive medical, dental, and vision coverage for employees and their dependents, fully covered by the employer.

• Employer contributions towards premiums for optional higher-tier plans.

• Unlimited paid time off (PTO).

• Sick leave provisions.

• Company-recognized holidays (GenLogs observes all federal US Government holidays).

• Flexible leave options for caregiving and medical needs.

• Paid parental leave.

• Budget for approved professional development courses, certifications, and training.

• Full reimbursement for all approved company travel and expenses.

• 401(k) retirement savings plan.