Customer Success Manager - Veterans Affairs

Customer Success Manager - Veterans Affairs

We’re transforming the United States Government and we know that takes a dream team.

We believe customer experience starts with employee experience, so we take care of our employees. We offer competitive pay and benefits, invest in employee growth, and offer a culture you can’t find anywhere else.

At Rise8, we continuously achieve unreached heights through next-level tech, and on-the-level collaboration. Together, we create continuous impact. We turn breakdowns into breakthroughs, make small steps into giant leaps, and deliver game-changing products through culture-changing process.

We pair Risers with their customer counterparts and practice pairing at every moment to elevate people and teams and deliver results fast and forever. We work in small teams and rotate between them frequently so that we are able to meet new challenges and explore new ideas.

Our methodology is about experimenting and learning, and our culture is empowering. We subscribe to an ethos of kindness. We make a point to bring empathy to each and every project and are guided by a promise and a purpose : to deploy critical outcomes to prod in order to drive relentless progress. Not just an idea. But an outcome. A better world.

A world where every day, fewer bad things happen because of bad software.

Rise8 is certified as a Great Place to Work with 100% of employees saying they love working here.

• You want to make tomorrow better than today.
• You have a passion for driving amazing customer experience with ongoing alignment between delivery teams and stakeholders.
• You’re obsessed with delivering mission impacts and outcomes.
• You enjoy daily decision making and real product delivery.
• You help ensure project success and client satisfaction.
• You enjoy collaborative teams, working across all internal groups and at all levels of the customer.
• You like to work alongside, and learn from, lean and agile leaders.
• You are a creative problem solver who is comfortable with uncertainty.
• You’re a curious and keen learner who thrives on enhancing your (and our) practices and knowledge.

We are searching for a Customer Success Manager who has a passion for working with federal agency customers, in particular the U.S. Department of Veterans Affairs.

You will be part of the leadership team for a large organization with multiple delivery functions and high complexity. A large part of your focus will be on contract administration and employee onboarding / offboarding, and you will need to be able to easily shift between skill sets in response to account needs.

To execute the program, you will work with a balanced leadership team, including a Customer Success Lead and Heads of Product, User-Centered Design, and Engineering. You will need to collaborate highly with partners, internal Rise8 leadership, and high level government stakeholders.

You’ll work with the customer Product Owner and Contracting Representative to ensure we are aligned on goals, identify and mitigate risks, establish metrics, have the right agile practices in place, and establish Deliverable and Invoicing submission processes.

You will work with Practice Leadership and Recruiting to ensure the right staff is in place at the right time with the right skill sets. You will establish and guide the delivery team members through a streamlined account onboarding process and share any known context about the work they are about to engage in. You’ll measure the health of the overall account on a regular basis and contribute to remediation plans as needed.

• 5-10 years of experience in Customer Success, Program Management, or Services Delivery, ideally with federal agency customers particularly the U.S. Department of Veterans Affairs.
• Excellent communication, collaboration, and facilitation skills to work with both internal teams and customer stakeholders.
• Passion for growing your skills, tackling interesting work and challenging problems.
• Strong problem-solving abilities and capacity to adapt quickly to changing account needs.
• A business and ownership mindset with a focus on driving account strategy, customer…