Manager, Public Sector - Customer Success

DeleteMe

11d

About The Position

Lead a team of Customer Success Managers and help Public Sector organizations succeed with our SaaS product. In this high-impact role, you'll work closely with customers to understand their needs, develop and implement customer success plans, and drive adoption and retention. You'll also play a key role in building and executing strategy for the Public Sector team. The manager of Public Sector will work closely with the Director of Success in expanding the DeleteMe Public Sector team and ensuring that all Public Sector clients receive the appropriate level of service. Your primary responsibility will be to develop and execute strategies for Public Sector organizations in collaboration with the Director of Success. You will also work with the Public Sector Sales team to create suitable renewal, expansion and save motions to increase retention. Additionally, you will partner with the DeleteMe Onboarding team to implement and adopt strategies for new customers. As the Manager of Public Sector, you will support key Public Sector accounts, and provide mentorship and supervision to other Public Sector CSMs.

Requirements

• Experienced Manager or Director with a background in high-intensity start-up or corporate environments, Remote work experience a plus.
• Experience in government procurement processes, preferably in a SaaS company.
• Minimum of 5-8+ years of experience in Customer Success, Partner Success, Onboarding, or Implementation for SaaS companies.
• Minimum of 3-5 years in a leadership role working with Public Sector customers, wherein you navigated procurement and renewal processes with SLED and Federal accounts.
• A deep understanding of Customer Experience and Customer Lifecycle.
• Proven track record of supporting successful Customer Experience programs.
• Demonstrated ability to communicate effectively with a diverse group of stakeholders.
• An entrepreneurial and 'get-things-done' mindset focused on delivering results.
• This role requires domestic and international travel. All standard travel expenses will be covered in accordance with the company's travel reimbursement policy.
• Experience building and managing reports and dashboards in Salesforce.com
• Demonstrated ability using Microsoft Excel for data analysis on single-source and multi-source data sets.
• Deep understanding of cyber threats such as social engineering, doxxing profile development, and advanced spearphishing.

Responsibilities

• Achieve high client retention and renewal rates, partnering with Sales to optimize net renewal rates.
• Proactively identify risk mitigation strategies to reduce client churn and contraction.
• Understand DeleteMe customer’s business needs and opportunities for growth with existing customers
• Act as a product expert and evangelist for DeleteMe’s customers and customer evangelist with internal DeleteMe stakeholders (Voice of the Customer)
• Work cross-functionally with a variety of departments on projects to enhance the product and customer experience
• Develop and implement best practices for client engagements to deliver continuous value.
• Lead Executive Business Reviews (EBRs) for high-value customers to demonstrate realized product value and strategic roadmap."
• Help create a referenceable pipeline of customers to highlight and elevate the DeleteMe brand and overall brand awareness throughout the privacy industry
• Create customer advocates within your book of business and help drive the new business pipeline with referral customers.

Benefits

• Comprehensive health benefits - Medical, Vision, Dental
• Generous 401k matching up to 6%
• 20 days paid time off
• 15 sick days
• 12 company-paid holidays
• Childcare expense reimbursement
• Fitness and cell phone reimbursement
• Birthday time off

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed