Sr. Customer Success Manager, Public Sector

How will you contribute?

• Manage client communications and expectations with professionalism and responsiveness
• Consistently and accurately track and log customer communication in a client relationship management platform
• Prepare and host Business Reviews for top assigned accounts in book of business
• Effectively manage and drive closure of renewals
• Identify at‑risk clients and determine the needed remediation path to minimize churn
• Take ownership of resolving customer issues, partnering with internal teams to expedite client requests in a timely manner
• Quickly analyze and identify the root cause of billing discrepancies
• Consistently meet or exceed time to resolution targets
• Partner with Sales and Product to identify growth opportunities
• Process contract changes including add‑on services, downgrades, cancellations
• Provide valuable insights and best practices to customers based on their deployment
• Work as part of a collaborative team to act as the voice of the customer to internal stakeholders
• Serve as a subject matter expert for the company processes and procedures

• 3+ years’ experience with customer success, preferably supporting public sector or similarly regulated organizations
• A track record of building trusted, long‑term relationships with customers
• Proven results driving customer health and satisfaction
• Ability to navigate multi‑stakeholder organizations and earn credibility at every level, from IT administrators to agency directors
• Effective oral and written communication skills, including the ability to deliver presentations to senior agency leaders and technical audiences
• Working familiarity with government procurement processes and budget cycles (preferred)
• Ability to work both independently and collaboratively
• Strong organizational skills with the ability to manage multiple priorities and competing demands
• BA/BS degree or 4+ years of equivalent experience in customer success in lieu of a degree
• MS Office Suite proficiency

The above salary range represents the company's good faith and reasonable estimate of the range of possible base compensation at the time of posting. Any applicable bonus programs will be discussed during the recruiting process.

The salary for this role will be set based on a variety of factors, including but not limited to, internal equity, experience, education, location, specialty and training.

Local cost of living assessments are done for each new hire at the time of offer.