Senior Customer Success Manager – Government

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

📋 Description

• Act as the primary strategic leader for a portfolio of government regulatory boards and state agencies.

• Cultivate trusted relationships with Executive Directors and state officials.

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

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

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

• Provide ongoing value, promote retention, and pinpoint risks that Propelus solutions can help mitigate.

• Oversee complex account issue resolution in partnership with product and government affairs teams.

• Adapt to evolving government requirements.

• Conduct high-level strategic business evaluations.

• Discover opportunities to strengthen partnerships and enhance compliance outcomes.

⛳️ Requirements

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

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

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

• Direct experience in healthcare compliance, state health departments, or professional licensing is strongly preferred.

• Comfortable engaging with regulators and state officials.

• Independent professional capable of thriving in a remote work environment.

• Experience navigating complex, multi-layered organizations with minimal oversight.

• Outstanding communication skills with non-technical government leaders.

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

• Capacity to recognize potential churn risks and establish strategic rapport.

• Familiarity with Gainsight, HubSpot, and Omni.

• Adaptability to changes and shifting priorities without established playbooks.

🏝️ Benefits

• Comprehensive medical insurance with up to 100% premium coverage.

• HSA, FSA, as well as medical, dental, and vision coverage for employees and their dependents.

• Dental and vision plan options with 100% coverage of the employee premium.

• 20–30 days of paid time off based on tenure.

• 14 paid holidays for teams based in the US.

• One floating holiday.

• One paid birthday holiday during the birth month.

• 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.

• Financial planning education and resources provided.

• Annual Lifestyle Spending Account for wellness, gym memberships, meditation apps, home office equipment, or fresh produce.

• Employee Assistance Programs offering 24/7/365 family clinical counseling, legal and financial services, and referrals for child and elder care.

• Carrot Fertility & Hormonal Support with funds allocated toward eligible care.

• Discounted elective care plan through Beyond Med.

• Spot Pet Insurance available.

• 100% company-paid health insurance for employees in LATAM.

• Propelus Flex Club offering flexible benefits platform and country-specific discounts for LATAM employees.

• 18 national holidays in Colombia.

• 12 national holidays in Costa Rica.

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

• Remote-first, global, and distributed work environment.

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

• Professional development allowance provided.