Customer Success Manager, Public Sector

About the Role

This opportunity involves managing strategic customer relationships and fostering long-term success for public sector organizations by utilizing innovative privacy and security solutions. You will act as a strategic advisor to help customers realize maximum value, boost product adoption, and accomplish essential organizational goals. The role integrates customer strategy, account oversight, retention efforts, and cross-team collaboration within a rapidly growing Software-as-a-Service (SaaS) environment.

You will oversee the entire customer journey starting from onboarding and engagement all the way through renewals and growth initiatives. This position suits a customer-oriented professional passionate about building strong client connections, tackling complex challenges, and influencing positive customer outcomes. The job offers a meaningful chance to assist organizations in enhancing privacy safeguards and mitigating cybersecurity risks.

Responsibilities

• Manage the full customer lifecycle for assigned public sector accounts, acting as the main contact and strategic advisor.
• Gain a deep understanding of customer missions, organizational frameworks, and objectives to uncover opportunities for deeper adoption, engagement, and growth.
• Create and implement account success plans and engagement strategies aligned with customers' aims and public sector procurement cycles.
• Serve as the customer advocate by relaying feedback, collaborating with Product and Support teams, and resolving customer issues.
• Lead Executive Business Reviews and customer meetings to highlight product benefits, achieved outcomes, and return on investment.
• Develop renewal plans, monitor retention risks, and work with Sales teams to enhance account expansion and sustain long-term partnerships.
• Navigate government procurement processes, contract requirements, and renewal procedures to ensure uninterrupted account continuity.
• Create customer success stories and references that aid larger public sector growth efforts.
• Provide support and mentorship to junior customer success personnel by sharing industry knowledge and effective account management practices.

Requirements

• At least 5 years of experience in customer-facing SaaS roles such as Customer Success Manager, Account Manager, or Onboarding Manager.
• Track record managing contract renewals, minimizing churn, and promoting product usage.
• Proven ability to collaborate cross-functionally with Sales, Marketing, Product, and Support teams.
• Excellent project management skills with the capacity to prioritize multiple tasks and maintain diverse stakeholder relationships.
• Strong verbal and written communication skills and confident presentation capabilities.
• Analytical mindset focused on problem-solving and customer satisfaction.
• Experience engaging with federal agencies, government contractors, state and local governments, or other public sector clients.
• Familiarity with government procurement processes and contract frameworks.
• Proficiency with CRM and customer success software such as Salesforce, Gainsight, ChurnZero, Totango, or related tools.
• Preference for candidates with experience in privacy, cybersecurity, threat intelligence, or associated technologies.
• Preferred residence within the Eastern Time Zone of the United States.
• Willingness and ability to travel up to 20% for client onboarding, implementation, executive meetings, and engagements with public sector customers.

Benefits

• Comprehensive health coverage including medical, vision, and dental plans.
• 401(k) retirement savings plan.
• Paid parental leave program.
• 20 days of paid vacation annually.
• 11 company-recognized paid holidays per year.
• Paid day off on your birthday.
• Work-from-home stipend to support remote work.
• Reimbursement for cell phone expenses.
• Fitness membership reimbursement.
• Child care expense reimbursement.
• Complimentary membership for privacy protection.
• Discounted plans available for friends and family.
• Opportunity to contribute meaningfully to privacy and cybersecurity initiatives.
• Collaborative remote work environment with paths for professional development.

Additional Information

This vacancy is listed on behalf of a partnering company which handles the application process and subsequent recruitment stages independently. Applications are reviewed using AI-driven matching to ensure candidates are fairly assessed based on core qualifications. Final decisions regarding interviews and hiring rest solely with the partner company.

Data Privacy Notice: By applying, candidates consent to processing of personal data for recruitment purposes under applicable data protection laws including GDPR. AI tools may be used to assist in application evaluation but do not replace human hiring judgments.