Client Success Manager (Public Sector) - Internal Only

Indeed•Remote,

3d•$29 - $44

About The Position

The Client Success Manager drives proactive, personalized engagement with public-sector clients through email, phone, and video, prioritizing live conversations for complex or high-impact needs. The role monitors account health, mitigates churn risks, protects revenue, and ensures client budgets are deployed in alignment with goals by removing pacing and delivery blockers. It uses data, reporting, and customer insights to prioritize work and make evidence-based recommendations, while accelerating adoption of priority products and employer tracking tools. The position meets SLA commitments through clear communication, reliable follow-through, and thorough case documentation. It partners cross-functionally, including with Sales, and uses escalation paths and internal resources to advance complex work. The role also requires completing training, applying product and process expertise, and contributing in 1:1s by sharing wins, challenges, and growth opportunities.

Requirements

At least 4 years of related experience, or a Bachelor's degree.
Ability to quickly analyze operational data and identify anomalies.
Ability to formulate data-based hypotheses while maintaining an objective perspective.
Ability to proactively assess and manage accounts in partnership with Sales.
Ability to understand client issues, identify problems, and coordinate internally to develop solutions.
Adaptability, ownership, and perseverance in overcoming obstacles and executing tasks.
Commitment to ongoing self-improvement and initiative in exploring new markets.

Responsibilities

Drive proactive, personalized client engagement through email, phone, and video, prioritizing live conversations for complex or high-impact needs.
Monitor account health, mitigate churn risks, protect revenue, and execute recovery strategies.
Ensure effective budget deployment aligned to client goals by removing pacing and delivery blockers.
Use data, reporting, and customer insights to prioritize work and provide evidence-based recommendations.
Accelerate adoption of priority products and employer tracking tools to improve performance visibility and attribution.
Meet SLA commitments through clear communication, consistent follow-through, and reliable execution against KPI targets.
Maintain thorough case documentation and disciplined case management to support efficient resolution and continuity.
Partner with Sales and other internal teams, and engage external vendors as needed, to resolve complex technical and integration issues.
Complete required training and apply product and process expertise in real time.
Contribute to 1:1s by communicating wins, surfacing challenges, and identifying growth opportunities.
Exchange knowledge, contribute expertise, and promote a collaborative, inclusive, solutions-oriented team environment.