Customer Success Manager, Public Sector

VanishID•Washington, DC

2d•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 relationships from deployment and onboarding through adoption, retention, renewal, and account growth. The Customer Success Manager will guide customers in protecting elected officials, agency leaders, staff, and other people from identity-based threats. This position reports to the Head of Customer Success. It is a remote-first role open to candidates throughout the United States and 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, with an understanding of public sector procurement, contracting, and fiscal-year budget cycles.
Exceptional written and verbal communication and presentation skills, including the ability to engage elected officials, agency leaders, and senior stakeholders.
Ability to build customer trust, run scalable onboarding and engagement processes, and identify account growth opportunities.
Proficiency with Salesforce or HubSpot, including keeping a book of business accurate and current.

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; experience in SaaS/B2B technology, financial services, healthcare, or professional services such as legal or consulting 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.
Background serving executives and VIPs as customers with high-touch, white-glove service.

Responsibilities

Own end-to-end onboarding, guiding new public sector customers from kickoff through enrollment of elected officials, agency leaders, and staff.
Navigate government procurement, contracting, and fiscal-year budget cycles to help keep renewals on track.
Partner with the public sector sales lead from customer handoff through renewal.
Coordinate technical setup with customer IT and security teams, involving engineering when needed.
Monitor account health, identify risks early, and conduct customer check-ins to sustain value, adoption, and retention.
Lead Quarterly Business Reviews that demonstrate customer impact and set expectations for next steps.
Deliver one-to-one executive debriefs to help protect elected officials and senior public servants.
Identify expansion opportunities as customer needs evolve and build business cases for additional protection tiers.
Share customer and field insights with the product team to help shape future product 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, with Traditional and Roth options.
Discretionary paid time off.
13 annual holidays off.
AI tool stipend for personal use.
Paid parental leave.
Monthly virtual events.
Remote-first work environment.