Public Sector Customer Success Lead

GenLogs

2d•Hybrid

About The Position

We're hiring a Public Sector Customer Success Lead to own and build the customer success function for our public sector users. You'll be responsible for everything from the moment an agency comes onboard through adoption, retention, expansion, and renewal — and you'll be the primary bridge between the government customers who use GenLogs every day and our product, engineering, and go-to-market teams. Your first accounts will be in support of law enforcement teams working on counter-narcotics, counter-theft, and counter-human trafficking missions. This is a leadership role, and it's a mission role. The right person has a proven track record in B2B SaaS, Account Management, or other industry customer success positions and understands the real pain of driving adoption in complex, high-stakes environments. You know what it's like to work with enterprise clients or public sector agencies to overcome friction and deliver fast time-to-value. You'll use that experience to help GenLogs’ public sector customers get real value from our platform — often by seeing solutions and use cases they hadn't considered — and to make sure their needs shape where GenLogs goes next.

Requirements

You have substantial experience (5+ years) in B2B SaaS Customer Success, Account Management, or a related customer-facing leadership role in industry. This is a hard requirement — the role depends on operational credibility and industry best practices that can't be substituted.
You can travel up to ~40%, including into the field alongside law enforcement agencies and task forces.
You're comfortable in a fast-moving, high-growth environment where the product, use cases, and playbooks are still being built.
Empathy. You empathize with public sector customers’ daily reality, which leads to trust.
Intuitive, proactive problem-solving. You spot the use case or path a user hasn't considered — connecting a case need to a capability they didn't know existed.
Comfort with ambiguity and self-direction. You have a bias for action, and thrive when given the trust and freedom to take disciplined initiative.
Patience. You meet people where they are, work through slow adoption and long timelines, and never make a user feel rushed or talked down to.
Humility. You listen more than you talk, credit the user, and are quick to say what you don't know.

Nice To Haves

Prior experience working with law enforcement, public sector sales, or government technology.
Data analytics background — the ability to fuse imperfect, heterogeneous data into a defensible conclusion — and strong, decision-grade writing.
Familiarity with the commercial trucking and freight ecosystem (USDOT/FMCSA, motor carrier identity and vetting).
Basic data skills (SQL/Python); CRM mastery (e.g., Salesforce, Gainsight)
Experience working in prior startup or small-team SaaS environments.

Responsibilities

Own and build the customer success function for GenLogs' public sector customers — establishing the playbooks, standards, and (over time) the team that scales it.
Lead the full lifecycle — onboarding, adoption, retention, expansion, and renewal across a growing foundation of agency accounts.
Sit shoulder-to-shoulder with public sector users, in the field and remotely, helping them translate their workflows into effective platform queries and get to results.
Design and deliver training and enablement for users across a wide range of technical comfort.
Serve as the voice of the customer — capturing operational customer needs and translating them into clear, actionable input for product and engineering.
Build relationships across ranks — from junior government employees to decision makers and procurement — and sustain trust over long government timelines.
Tell the outcome story — connect platform usage to real results and fuel case studies, webinars, and conference talks within the confidentiality limits you'll help define.
Be the credibility in the room. As needed, join customer and pre-sales calls as the subject-matter expert who speaks the language and helps prospective agencies see what's possible.
Take on the undefined. In quieter stretches, you'll work with the public sector team on emerging government projects — customer discovery, new-account qualification, and research. If you need every project pre-scoped, this isn't your role.

Benefits

Healthcare
Employer-covered comprehensive medical, dental, and vision plans for employee and dependents
Employer contribution towards premiums of optional higher-end plans
Time Off
Unlimited PTO
Sick leave
Company holidays (GenLogs observes all federal US Government holidays)
Flexible leave for caregiving and medical needs
Family Support
Paid parental leave
Professional Development
Budget availability for approved professional development courses, certifications, and training
Travel Support
100% travel reimbursement for all approved company travel and spending
Retirement Savings
401(k) plan