Senior Customer Success Manager - Public Sector
About The Position
The Senior Customer Success Manager (Sr CSM) drives product adoption, value realization, and retention at scale across a broad and complex customer portfolio. The role proactively manages customer health and engagement using usage telemetry, adoption signals, and actionable insights to prioritize interventions, mitigate risk, and drive growth. It operates with a high degree of autonomy and partners cross-functionally to execute repeatable success plays and deliver consistent, data-driven customer outcomes. The Sr CSM plans and supports customer success across territory and account planning, onboarding and enablement, relationship development, value realization and adoption, renewals, expansion, modernization, and team leadership. The role develops customer success plans, provides executive-ready insights, leads onboarding and escalations, supports renewal and expansion strategies, and mentors other CSMs while contributing to scalable success frameworks, playbooks, and tools.
Requirements
- Bachelor’s degree in a related field or an equivalent combination of education and experience.
- 5–8 years of experience in Customer Success, Account Management, or related customer-facing roles, ideally in SaaS or technology environments.
- Experience with Salesforce.
Nice To Haves
- Experience with a Customer Success Management platform.
Responsibilities
- Co-create success plans aligned with customer goals, lifecycle maturity, and long-term value realization.
- Deliver executive-ready, telemetry-driven insights on adoption, usage, and whitespace to inform retention and growth strategies.
- Maintain customer engagement through feedback loops, sentiment tracking, and milestone alignment across a portfolio of accounts.
- Anticipate renewal, expansion, modernization, and risk inflection points and proactively adjust success strategies.
- Coach peers on account planning best practices and success plan quality.
- Create onboarding plans, lead onboarding, facilitate training, and support early adoption for complex or strategic customers.
- Lead key customer check-ins, including 30- and 90-day reviews, and engage executive sponsors where needed.
- Surface blockers, collect feedback, and drive resolution across internal teams.
- Represent the voice of the customer internally and influence product and success strategy with outcome-based recommendations.
- Transition customers to steady state using scalable success metrics, repeatable playbooks, and high-quality hand-off documentation.
- Identify onboarding challenge patterns and influence improvements to onboarding frameworks.
- Build trusted relationships with users, champions, business and operational leaders, and senior or executive stakeholders.
- Identify new champions and develop them into internal advocates and sponsors.
- Identify advocacy opportunities, including references, success stories, events, advisory forums, and analyst reviews.
- Navigate complex stakeholder landscapes and competing priorities.
- Track usage, adoption, and health to identify outcomes, ROI, gaps, opportunities, and risks across accounts.
- Evolve success plans to close adoption gaps and support full value realization.
- Gather and share product-specific feedback, prioritizing it and articulating customer impact.
- Proactively resolve challenges and lead high-severity escalations to resolution.
- Deliver executive-level, CBR-ready scorecards, success metrics, and future-state recommendations.
- Mentor CSMs on value storytelling and outcome-based conversations.
- Support renewals with strategic, data-driven insights on product value and usage health.
- Own monthly health reviews and renewal risk mitigation plans.
- Identify churn signals and implement structured turnaround and recovery plays.
- Document and share adoption success stories to inform renewal strategy and leadership decisions.
- Identify unmet use cases, product gaps, or business needs that can drive account growth.
- Collaborate with Account Directors to validate and position expansion opportunities using adoption data and customer outcomes.
- Build success plans aligning new product adoption with measurable business outcomes and executive priorities.
- Track expansion execution, post-sale enablement, and early success indicators to support long-term retention.
- Surface modernization as a strategic initiative during value realization or adoption checkpoints.
- Share usage data and pain points that support modernization, including quantified business impact.
- Reinforce business value during modernization transitions and partner with customers on change management and risk mitigation.
- Model best practices in customer success execution and customer advocacy.
- Mentor and coach CSMs on complex accounts, executive conversations, and risk management.
- Contribute to the evolution of success frameworks, playbooks, and tooling.
Benefits
- Global Gratitude and Recharge Days.
- Flexible, paid time off policy.
- Employee wellness programs and counseling resources.
- Meaningful peer recognition and awards.
- Paid parental leave.
- Invention and patenting assistance.
- Community impact opportunities and paid volunteer time.
- Intercultural learning and celebration.
- Tools and opportunities to learn and grow, and access to a global community.
- Twelve paid holidays.
- 401(k) with employer match.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
