Customer Success Manager - Public Sector
About The Position
As a Customer Success Manager (CSM), you’ll work to engage, retain, and empower our customers to fully leverage our platform and achieve their desired business outcomes. You’ll build strong, trusted relationships with clients, positioning yourself as a strategic advisor who drives long-term value. Working closely with Account Executives, you’ll drive renewals and identify expansion opportunities to achieve best-in-class gross and net retention targets. Who you’re committed to being: A trusted advisor who champions customer success and ensures alignment between customer goals and business outcomes. A proactive, strategic thinker who anticipates customer needs and takes initiative to mitigate risks. A relationship-builder with strong communication skills and the ability to engage senior technology leaders. A data-informed professional who uses insights to guide decisions and create measurable impact. A collaborative teammate who thrives in a dynamic environment and influences change through customer advocacy. What you’ll do: Drive forward the Client Engagement Model to ensure mutual success for customers and the organization. Take full accountability for customer accounts throughout the lifecycle — from onboarding through renewal. Anticipate customer needs, mitigate risk, and ensure a seamless renewal and negotiation process. Use tools and systems to track and report on customer experience, health, product utilization, and realization of value drivers. Take timely, corrective actions based on insights to make strategic recommendations that enable customer success. Inspire and guide customers to adopt best practices and drive change for improved platform utilization. Predict and forecast risk, renewal, and expansion opportunities within your customer portfolio.
Requirements
- Proven experience in customer success or a related field (sales, professional services, consulting, or technical enablement).
- Experience supporting global enterprise customers across SaaS and On-Premises solutions.
- Strong relationship management skills with the ability to engage CTO, CIO, VP of Engineering, and other senior technology leaders.
- Understanding of the software development life cycle and related workflows.
- Technical aptitude to grasp and articulate complex concepts across development and IT solutions.
- Experience working in the public sector.
- Ability to travel 25–50% as needed.
- Requires a minimum of 5 years of related or equivalent experience; or 3+ years with an advanced degree.
- Experience with Gainsight and Salesforce.com preferred.
Responsibilities
- Drive forward the Client Engagement Model to ensure mutual success for customers and the organization.
- Take full accountability for customer accounts throughout the lifecycle — from onboarding through renewal.
- Anticipate customer needs, mitigate risk, and ensure a seamless renewal and negotiation process.
- Use tools and systems to track and report on customer experience, health, product utilization, and realization of value drivers.
- Take timely, corrective actions based on insights to make strategic recommendations that enable customer success.
- Inspire and guide customers to adopt best practices and drive change for improved platform utilization.
- Predict and forecast risk, renewal, and expansion opportunities within your customer portfolio.
Benefits
- We’re a blended workplace, where team members work remotely or in a hybrid setup depending on their role and location
- We’re mission driven and guided by our culture pillars
- We have a strong commitment to diversity and belonging
- We cultivate a culture of trust, autonomy, and collaboration
- We’re lifelong learners and champion team member growth and advancement
- We’ve got you covered - team member benefits include competitive compensation packages, medical coverage, unlimited PTO, wellness reimbursements, Pluralsight subscription, professional development funds and more.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
Number of Employees
1,001-5,000 employees
