Senior Customer Success Manager - East​/Public Sector

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Senior Customer Success Manager - East/Public Sector based in United States.

This role offers an opportunity to drive meaningful customer outcomes within a fast-growing technology environment focused on automation and workflow transformation. The Senior Customer Success Manager will manage strategic relationships with enterprise, highly regulated, and public sector customers. You will act as a trusted advisor, helping customers maximize platform value, accelerate adoption, and achieve their business objectives. The position combines strategic account management, technical understanding, and cross-functional collaboration to influence customer success.

You will partner with internal teams to shape customer strategies, identify expansion opportunities, and improve long-term partnerships. This is a high-impact role for someone passionate about customer advocacy, SaaS solutions, and driving measurable business results.

The Senior Customer Success Manager will own customer engagement strategies and ensure successful adoption, expansion, and retention across a portfolio of strategic accounts. The role requires strong relationship management, operational discipline, and the ability to translate customer needs into actionable solutions.

• Build and maintain strong relationships with enterprise, regulated, and public sector customers, ensuring alignment between customer goals and delivered outcomes.
• Lead customer success planning, onboarding strategies, adoption initiatives, and renewal efforts throughout the customer lifecycle.
• Partner with technical teams to deliver effective onboarding experiences and help customers successfully implement automation use cases.
• Analyze customer health metrics, usage patterns, engagement data, and business objectives to identify risks and opportunities.
• Conduct business reviews and executive-level discussions to demonstrate value, recommend improvements, and support strategic roadmaps.
• Develop account plans and success strategies in collaboration with Sales, Customer Success Engineers, Product, and leadership teams.
• Identify opportunities to expand platform adoption across additional teams and business functions.
• Act as a customer advocate by collecting feedback, communicating product needs, and influencing future platform improvements.
• Proactively identify customer risks and coordinate mitigation plans with internal stakeholders.
• Support renewal strategies by demonstrating business value and maintaining strong executive relationships.

The ideal candidate is an experienced customer success professional with a strong technical background, excellent communication skills, and proven experience managing complex enterprise relationships.

• 8+ years of experience in technical account management, customer success, or post-sales roles within a technology company.
• 5+ years of experience supporting customers in public sector, federal, or highly regulated industries preferred.
• Experience managing SaaS solutions for technical teams, including cybersecurity, Dev Ops, IT, or similar environments.
• Strong ability to understand customer challenges, uncover opportunities, and translate technical requirements into business solutions.
• Experience building strategic success plans, account strategies, and executive-level presentations.
• Ability to collaborate effectively across Sales, Product, Engineering, Professional Services, and Customer Success teams.
• Strong problem-solving skills with the ability to coordinate resources and drive complex initiatives forward.
• Excellent written and verbal communication skills, with confidence engaging technical and executive stakeholders.
• Experience working remotely and managing relationships across distributed teams is preferred.

• Competitive annual compensation package with a target earnings range of $150,000–$170,000, including salary and commission.
• Fully remote work environment with flexibility for candidates based in the Eastern Time Zone.
• Opportunity to work with innovative automation technology used by leading organizations worldwide.
• Collaborative culture focused on learning, growth, curiosity, and professional development.
• Exposure to enterprise, regulated, and public sector customer environments.
• Opportunity to influence product direction through direct customer feedback and strategic insights.
• Inclusive workplace that values diverse perspectives, experiences, and backgrounds.