Customer Success Manager, Public Sector

VanishID•Washington, DC

3d•Remote

About The Position

VanishID is hiring a Customer Success Manager to drive value for public sector customers, including state and local agencies, election offices, courts, and federal organizations. The role owns customer onboarding, retention, and account growth, and serves as a trusted partner throughout deployment, adoption, and renewal. It reports to the Head of Customer Success. The position partners with the public sector sales lead and customer IT and security teams, coordinating technical setup and involving engineering when needed. The Customer Success Manager monitors account health, supports adoption, leads executive business reviews and briefings, identifies expansion opportunities, and brings customer feedback to the product team. VanishID is a remote-first company and is open to candidates throughout the United States. The role is not eligible for visa sponsorship.

Requirements

3–5 years of experience in Customer Success, Account Management, or a related client-facing role, including responsibility for customers from onboarding through renewal and expansion.
Experience working with or selling to state, local, or federal government organizations.
Understanding of public sector procurement, contracting, and fiscal-year budget cycles.
Exceptional written and in-person communication and presentation skills, including confidence engaging elected officials, agency leaders, and senior stakeholders.
Ability to build trust, run scalable onboarding and engagement processes, and identify account growth opportunities.
Proficiency with Salesforce or HubSpot and maintaining accurate, current customer account records.

Nice To Haves

Hands-on experience with identity providers such as Okta, Microsoft Entra ID (Azure AD), or Ping, including SSO (SAML/OIDC), SCIM provisioning, attribute mapping, and sign-in troubleshooting.
Comfort with REST APIs and webhooks, including reading API documentation, testing endpoints in Postman, and using authentication methods such as OAuth and API keys.
Prior identity or IT administration background, or experience supporting technical customer integrations.
Experience in cybersecurity, privacy, or adjacent industries; SaaS/B2B technology, financial services, healthcare, and professional services (legal or consulting) experience is also considered.
Active or prior U.S. government security clearance.
Relevant certifications such as PMP, CIPP, or CISSP.
Startup or small-team experience and a self-starter mentality.
Experience serving executives and VIPs with high-touch, white-glove service.

Responsibilities

Own public sector customer onboarding from kickoff through enrollment of elected officials, agency leaders, and staff.
Navigate government procurement, contracting, and fiscal-year budget cycles to support renewals.
Partner with the public sector sales lead from customer handoff through renewal.
Coordinate technical setup with customer IT and security teams, involving engineering when deeper support is needed.
Monitor account health, identify risks early, and conduct customer check-ins to support adoption and retention.
Lead Quarterly Business Reviews that demonstrate customer impact and set expectations for next steps.
Deliver individual executive debriefs to help protect elected officials and senior public servants.
Identify account expansion opportunities and build the business case for additional protection tiers.
Bring customer and field insights to the product team to help shape future development.

Benefits

Various high-quality medical plans with 100% employer-paid coverage for employees and 50% employer-paid coverage for dependents.
Dental and vision plans with partial employer-paid coverage.
Flexible Spending Accounts (FSAs) and Health Savings Accounts (HSAs).
Free access to One Medical, HealthAdvocate, and TalkSpace online therapy.
Employer-paid short- and long-term disability insurance.
Equity in a growing startup.
401(k) with employer match and immediate vesting for Traditional and Roth contributions.
Discretionary paid time off.
13 annual holidays off.
AI tool stipend for personal use.
Paid parental leave.
Monthly virtual events.
Remote-first environment.