Senior Customer Success Manager – Public Sector

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

📋 Description

• Drive the adoption of products, realization of value, and retention among a diverse and intricate customer portfolio.

• Proactively oversee customer health and engagement by utilizing usage telemetry, adoption indicators, and actionable insights.

• Collaborate to develop success plans that align with customer objectives, lifecycle maturity, and long-term value realization.

• Provide executive-ready insights driven by telemetry regarding adoption, usage, and whitespace opportunities.

• Maintain customer engagement through feedback loops, sentiment analysis, and alignment with milestones.

• Anticipate key moments such as renewals, expansions, modernization, and potential risks.

• Guide peers in account planning and enhancing the quality of success plans.

• Develop onboarding strategies, lead onboarding processes, facilitate training sessions, and promote early adoption for complex or strategic accounts.

• Conduct 30/90-day check-ins and engage executive sponsors when necessary.

• Identify obstacles, gather feedback, and drive resolutions across internal teams.

• Represent the internal voice of the customer, influencing product and success strategies.

• Transition customers to a steady state using scalable metrics, repeatable playbooks, and hand-off documentation.

• Cultivate trusted relationships with users, champions, business leaders, operational leaders, and executive stakeholders.

• Identify and nurture customer champions and advocacy initiatives.

• Monitor usage, adoption, health, business outcomes, ROI, gaps, opportunities, and risks.

• Lead high-severity escalations to a resolution.

• Provide executive-level CBR-ready scorecards, success metrics, and recommendations for future states.

• Support renewals with insights related to product value and usage health derived from data.

• Manage monthly health reviews and strategies for mitigating renewal risks.

• Recognize churn signals and implement strategies for turnaround and recovery.

• Identify unmet use cases and business needs to foster account growth.

• Collaborate with Account Directors to explore expansion opportunities.

• Assist with modernization initiatives by leveraging usage data, quantifying business impacts, managing change, and mitigating risks.

• Mentor and coach Customer Success Managers (CSMs) on complex accounts, executive discussions, value storytelling, and risk management.

• Contribute to the development of success frameworks, playbooks, and tools.

⛳️ Requirements

• Bachelor’s degree in a relevant field or an equivalent combination of education and experience.

• 5–8 years of experience in Customer Success, Account Management, or similar customer-facing roles, preferably within SaaS or technology sectors.

• Proficient in Salesforce.

• Familiarity with a Customer Success Management platform is advantageous.

🏝️ Benefits

• Remote work with intentional opportunities for collaboration and connection with colleagues both asynchronously and in-person.

• Global Gratitude and Recharge Days.

• Flexible paid time off policy.

• Employee wellness programs and counseling resources.

• Meaningful peer recognition and award programs.

• Paid parental leave.

• Assistance with invention and patenting.

• Opportunities for community impact, including paid volunteer time.

• Intercultural learning and celebration initiatives.

• Access to multiple tools for learning and growth, along with an incredible global community.

• Twelve paid holidays.

• 401(k) plan with employer matching.

• Competitive benefits package.

• Participation in E-Verify work authorization.

• Equal Employment Opportunity organization.