Customer Success Manager - Government Solutions

Equifax • USA - Massachusetts - Remote, MA

16h • $105,000 - $130,000 • Remote

About The Position

The Customer Success Manager (CSM), Government Solutions is a strategic role focused on driving value realization, usage growth, and long-term client satisfaction across government accounts. By serving as a trusted advisor, the CSM guides public sector agencies through product implementation, delivers tailored solution training, and unlocks actionable insights through data analytics. This position bridges technology operations and strategic account management to maximize the impact of Equifax data solutions, driving long-term customer retention and business expansion.

Requirements

• Bachelor's degree or relevant work experience
• 3+ years of experience in enterprise customer success, strategic account management, or technical consulting.
• Proven capability to act as a cross-functional liaison across sales, product, and technical customer support organizations.
• Strong project management track record with demonstrated success driving client retention and adoption metrics.
• Ability to travel up to 50%.

Nice To Haves

• 1+ years of direct experience supporting state government agencies is strongly preferred
• Experience using or building AI productivity tools, prompt engineering, or modern automation platforms to drive operational efficiencies.
• Deep knowledge of government contract structures, public sector data compliance standards, and agency procurement workflows.
• Professional certifications in Customer Success (e.g., SuccessHACKER, Gainsight) or Agile/Project Management methodologies.

Responsibilities

• Partner with State Account Executives to map agency objectives, drive solution adoption, and identify strategic revenue expansion opportunities.
• Act as a public sector subject matter expert (SME), leading client onboarding, system integration planning, and ongoing technical enablement.
• Conduct regular performance reviews and value-realization assessments to analyze data utilization, optimize billing structures, and mitigate churn risk.
• Lead cross-functional alignment with operations, engineering, and product teams to resolve client technical feedback and inform future platform enhancements.
• Develop automated data reporting workflows using modern productivity tools to deliver clear weekly, monthly, and quarterly performance metrics to key stakeholders.
• Support end-to-end account health, assisting with strategic planning, customer advocacy, and operational support.

Benefits

• comprehensive compensation and healthcare packages
• 401k matching
• paid time off
• organizational growth potential through our online learning platform with guided career tracks

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree