Senior Customer Success Manager – Government

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

📋 Description

• Act as the main point of contact for a portfolio of government regulatory boards and state agencies.

• Establish trusted relationships with Executive Directors and state officials.

• Create customer success plans that align with agency mandates, Department of Health regulations, and public-sector risk priorities.

• Lead tailored training programs for regulators and associations.

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

• Provide ongoing customer value and facilitate long-term retention.

• Serve as the primary problem-solver for intricate account challenges.

• Work collaboratively with internal product and government affairs teams.

• Conduct strategic business reviews to evaluate progress.

• Discover opportunities to strengthen partnerships and enhance compliance outcomes.

⛳️ Requirements

• Over 5 years of experience in B2B SaaS Customer Success or Account Management, specifically managing government, regulatory, or public health accounts.

• Familiarity with public-sector bureaucracy, RFP processes, and government stakeholders.

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

• Capability to convey complex software functionalities to non-technical government leaders and align them with public policy objectives.

• Independent working style suited for a remote environment.

• Skill in managing complex business portfolios and multi-layered organizations with minimal supervision.

• Ability to identify churn risks and cultivate strategic relationships to maintain customer loyalty.

• Legally authorized to work in the US; employer cannot provide sponsorship.

🏝️ Benefits

• Health insurance with coverage for up to 100% of the employee's medical premium.

• HSA, FSA, medical, dental, and vision insurance options available for employees and their dependents.

• Dental and vision plans with 100% of employee premiums covered.

• 20–30 days of paid time off (PTO) based on tenure, accruing quarterly, and available immediately.

• 14 paid US holidays.

• One floating holiday.

• One paid holiday for birthdays within the birth month.

• 16 hours of Volunteer Time Off.

• Additional leave options available.

• Compliance with state and local leave laws that are more favorable.

• 401(k) plan with company matching contributions.

• Access to financial planning education and resources.

• Lifestyle Spending Account for gym memberships, meditation apps, work-from-home equipment, fresh produce, and other eligible expenses.

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

• Carrot fertility, hormonal health, and family-building benefits.

• Beyond Med discounted elective care plan.

• Spot Pet Insurance available.

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

• Propelus Flex Club flexible benefits platform for LATAM employees.

• National holidays recognized in Colombia and Costa Rica.

• Life insurance fully covered by the company for LATAM employees.

• Remote-first, globally distributed work environment.

• Sponsored trips for employees celebrating 10- and 20-year work anniversaries.

• Professional development allowance provided.