Senior Customer Success Manager

PublicInput • Raleigh, NC

24d

About The Position

The Senior Customer Success Manager will partner with PublicInput’s Flagship portfolio customers, consisting of Public Agencies, Counties, and State-level departments to promote full adoption of the PublicInput engagement platform by maximizing usage, creating value, and fostering satisfaction.

Requirements

• Minimum 7-10 years of experience Customer Success, preferably in a fast moving, evolving SaaS environment
• Ability to converse and influence at senior levels both internally and externally
• Track record of achieving expansion, upsell and cross sell sales goals
• Track record of achieving retention goals

Nice To Haves

• Public sector experience a plus
• Public engagement experience a plus

Responsibilities

• Manage complex, high-stakes customer environments that may include technical challenges, evolving requirements, and heightened executive visibility.
• Gain a deep understanding of each customer’s strategic and operational goals. Develop short and long range plans that promote maximum value and align PublicInput’s full suite of capabilities.
• Identify barriers and promote creative solutions to help the customer achieve desired outcomes and their definition of success.
• Translate knowledge of public engagement best practices into credible recommendations that help influence the execution and effectiveness of the customer’s outreach efforts.
• Identify areas of opportunity within the portfolio for expansion across the enterprise and breadth of product offerings. Work cross functionally to develop and present the optimal feature packages and messaging.
• Ensure maximum users and exclusivity of core modules.
• Grow and cultivate strong customer sentiment by developing trust over time and delivering consistent follow-through.
• Represent the voice of the customer and act as the quarterback internally by escalating through appropriate channels and levels to ensure their challenges and expectations are heard and acted upon.
• Own the end-to-end renewal process, partnering closely with Finance throughout the 120 day renewal cycle to surface account nuances and proactively address renewal risk.
• Monitor account health and engagement signals to identify, mitigate and escalate risk early.
• Create and execute targeted playbooks to stabilize at risk accounts and strength renewals.
• Develop strong referenceable customers.
• Promote customer engagement with PublicInput events and customer panels.

Benefits

• Unlimited Paid Time Off: You know yourself best, so we trust you to take the time you need to maintain a rewarding work/life balance.
• Group Health, Dental, and Vision Plan: PublicInput offers a company-subsidized healthcare plan that covers 100% of your medical premiums or up to $800 per month for you and your dependents. We also have options to add Dental, Vision, Life, and other benefit coverages for the employee and their family.
• $1,000 HSA Contribution: PublicInput will contribute $1,000 annually (spread over each month) to an employee’s Health Savings Account (HSA).
• Pre-tax 401 (k): The company provides access to make pre-tax contributions to a 401 (k) plan, and will match 50 cents on the dollar up to 6% of an employee’s base salary
• You may also be eligible for our equity incentive program that awards high-performing employees on an annual basis. These option grants are awarded at the CEO’s discretion to acknowledge employees who have made significant contributions to achieving our goals.

What This Job Offers

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