Customer Success Manager - Public Sector

About DeleteMe

DeleteMe stands as a leader in proactive privacy protection, assisting security teams in minimizing human attack vulnerabilities by continuously scanning and eliminating exposed personal identifiable information (PII) across the open web. This personal data is often exploited by threat actors for social engineering, phishing attacks, AI deepfakes, doxxing, physical threats, and identity theft.

As a rapidly expanding global SaaS firm, DeleteMe serves both individual consumers and large enterprises. With over 100 million opt-out removals completed, it helps customers mitigate risks related to identity theft, spam, doxxing, and diverse cybersecurity threats through detailed reports, ongoing surveillance, and expert guidance.

DeleteMe functions as a robust, scalable defense layer safeguarding employees — the most exposed vulnerability. Its clientele includes 30% of the Fortune 100, leading tech firms, major banks, federal entities, and several U.S. state governments.

The company is driven by a passionate leadership team aiming to empower users with enhanced privacy protections.

Role Summary

The Customer Success Manager for Public Sector will independently manage the complete customer journey for a portfolio of public sector clients. This role involves acting as the customer's advocate within the company and establishing trusted strategic partnerships externally. Responsibilities include onboarding, renewal, growth management, and collaboration with sales and cross-functional teams.

Key Responsibilities

• Serve as the primary advisor and point of contact for assigned public sector accounts, overseeing retention and satisfaction.
• Deeply understand each customer’s mission, organizational structure, and needs to identify opportunities for expanded adoption and account growth.
• Advocate for customers internally as the "Voice of the Customer," liaising with Product and Support teams for feedback incorporation and problem resolution.
• Develop and implement customer success plans and engagement strategies tailored to public sector fiscal and procurement schedules.
• Lead Executive Business Reviews (EBRs) independently for standard and mid-tier accounts, showcasing product value and ROI.
• Strategize churn reduction and renewal processes, partnering closely with Sales to promote strong renewal and expansion results.
• Navigate government procurement procedures and contracts such as GSA Schedule and state term contracts to maintain timely renewals and changes.
• Contribute customer success stories and references enhancing DeleteMe's public sector reputation and sales pipeline.
• Mentor junior Customer Success Managers on account management best practices as necessary.

Experience and Skills Requirements

• A minimum of five years’ experience in customer-facing SaaS roles such as Customer Success Manager, Onboarding Manager, or Account Manager.
• Proven track record managing renewals, reducing churn, and driving customer adoption effectively.
• Experience coordinating cross-departmentally with Sales, Marketing, Product, and Support teams to achieve customer objectives.
• Strong project management capabilities managing multiple stakeholders concurrently.
• Exceptional critical thinking, problem-solving, and communication skills both written and verbal.
• Knowledge of federal, state, or local government procurement processes.
• Experience engaging with public sector organizations including federal agencies, government contractors, or SLED entities.
• Familiarity with CRM and customer success platforms, such as Salesforce, Gainsight, ChurnZero, or Totango.
• Experience in sectors involving privacy, cybersecurity, or threat intelligence is advantageous.
• Preferred candidates are located within the U.S. Eastern Time Zone and can travel up to 20% for onboarding, meetings, and key public sector engagements.
• A collaborative, positive approach towards problem-solving and relationship management.

Benefits and Additional Information

• Comprehensive health insurance including medical, dental, and vision plans.
• 401(k) retirement savings plan.
• Paid parental leave.
• 20 days of paid time off annually.
• 11 paid company holidays plus an additional birthday holiday.
• Work from home stipend.
• Reimbursements for cell phone, fitness memberships, and child care.
• DeleteMe Gold membership and discounted plans for friends and family.

Additional Notes on Hiring

The company may utilize artificial intelligence tools to assist in reviewing applications and assessing candidate materials; however, final hiring decisions are made by human evaluators. Transparency in salary is emphasized, with offers based on skills, experience, and internal fairness.