Senior Customer Success Manager – Public Sector

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

📋 Description

• Facilitate product adoption, value realization, and retention across an expansive and intricate customer portfolio.

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

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

• Provide insights driven by telemetry that are suitable for executive-level discussions regarding adoption, usage, and whitespace opportunities.

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

• Anticipate key moments related to renewal, expansion, modernization, and potential risks.

• Provide coaching to peers on account planning and the quality of success plans.

• Develop onboarding strategies, lead onboarding sessions, facilitate training, and support initial adoption efforts.

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

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

• Serve as the internal advocate for the customer, influencing product and success strategies.

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

• Cultivate trust-based relationships with users, champions, business leaders, operational leaders, and executive stakeholders.

• Monitor usage, adoption, and customer health to pinpoint outcomes, ROI, gaps, opportunities, and risks.

• Create success plans aimed at bridging adoption gaps and ensuring value realization.

• Collect and prioritize product feedback effectively.

• Lead critical escalations to successful resolution.

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

• Mentor and coach Customer Success Managers on value storytelling, outcome-driven conversations, managing complex accounts, executive dialogues, and risk management.

• Assist with renewals by providing data-driven insights regarding product value and usage health.

• Own monthly health reviews and develop plans to mitigate renewal risks.

• Identify signals of churn and implement strategies for turnaround and recovery.

• Recognize unmet use cases, product gaps, and business needs to foster account growth.

• Collaborate with Account Directors to explore expansion opportunities.

• Support modernization initiatives, change management, and risk mitigation efforts.

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

⛳️ Requirements

• Bachelor's degree in a relevant field or a comparable combination of education and experience.

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

• Proficiency in Salesforce.

• Familiarity with a Customer Success Management platform is advantageous.

🏝️ Benefits

• Remote work with purposeful opportunities for asynchronous and in-person collaboration with colleagues.

• Global Gratitude and Recharge Days.

• Flexible paid time off policy.

• Employee wellness programs and counseling resources.

• Meaningful recognition and awards from peers.

• 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 personal and professional growth, along with an exceptional global community.

• Twelve paid holidays.

• 401(k) plan with employer matching.

• Competitive benefits package.