Senior Customer Success Manager – Government

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

📋 Description

• Manage a portfolio of government regulatory boards and state agencies.

• Establish trusted relationships with Executive Directors and state officials.

• Formulate strategies in alignment with agency mandates, Department of Health regulations, and public-sector risk priorities.

• Lead tailored training sessions for regulators and associations to enhance audit readiness and governance.

• Track engagement metrics and convert data into insights regarding the “State of the Agency.”

• Provide sustained customer value and promote long-term retention.

• Identify potential issues that Propelus solutions can help mitigate.

• Act as the primary problem-solver for complex account challenges.

• Collaborate with internal product and government affairs teams.

• Adapt to evolving government requirements.

• Conduct high-level business reviews.

• Identify opportunities to strengthen partnerships and enhance compliance outcomes.

• Oversee the entire customer lifecycle.

⛳️ Requirements

• Minimum of 5 years of experience in B2B SaaS Customer Success or Account Management.

• Proven experience in managing government, regulatory, or public health accounts.

• Knowledge of public-sector bureaucracy, RFP cycles, and key stakeholders.

• Direct experience with healthcare compliance, state health departments, or professional licensing is highly preferred.

• Comfortable communicating with regulators and state officials.

• Self-motivated professional capable of succeeding in a remote setting.

• Experience managing a complex portfolio and navigating multi-layered organizations with minimal oversight.

• Excellent communication skills with non-technical government leaders.

• Ability to articulate complex software functionalities in relation to public policy objectives.

• Proficient in identifying churn risks and cultivating strategic relationships to retain accounts.

• Familiarity with Gainsight, HubSpot, and Omni.

• Capacity to adjust to shifting priorities without established playbooks.

• Must have legal authorization to work in the US; sponsorship is not available.

🏝️ Benefits

• Coverage of employee medical insurance premiums up to 100%.

• Affordable medical coverage options for spouses and children.

• HSA, FSA, and various traditional medical, dental, and vision insurance choices.

• Up to 100% coverage for employee dental and vision premiums.

• 20–30 days of PTO based on tenure.

• 14 paid holidays for teams based in the US.

• One floating holiday.

• One paid birthday holiday during the month of birth.

• 16 hours of Volunteer Time Off.

• Additional leave options available.

• Compliance with more favorable state and local leave regulations.

• 401(k) plan with company matching contributions.

• Financial planning education and resources provided.

• Annual Lifestyle Spending Account for wellness, remote work equipment, and other eligible expenses.

• 24/7/365 Employee Assistance Program offering counseling, legal and financial services, and care referrals.

• Carrot Fertility & Hormonal Support services.

• Discounted elective care plan through Beyond Med.

• Spot Pet Insurance available.

• 100% employer-paid health insurance for employees in Costa Rica and Colombia.

• Propelus Flex Club offering a flexible benefits platform and discounts.

• National holidays for employees in Colombia and Costa Rica.

• 100% company-paid life insurance for LATAM employees.

• Remote-first, globally distributed work environment.

• Company-sponsored anniversary trips for employees celebrating 10- and 20-year milestones.

• Professional development allowance provided.