Senior Customer Value Partner (Sr. Customer Success Manager) - Public Sector

Eightfold•,

3d•$110,000 - $185,000•Hybrid

About The Position

The Senior Customer Value Partner (Senior Customer Success Manager) – Public Sector is responsible for customers’ post-sales and implementation journeys, ensuring Eightfold’s AI platform and agents deliver measurable outcomes. This role evolves traditional customer success toward customer value, helping government customers integrate AI and agents into existing workflows, augment work, and realize business value from the Eightfold Talent Intelligence Platform. The role partners with federal, state, and local government agencies and helps them achieve value within public-sector procurement, budget-cycle, and compliance requirements. As a trusted advisor, the Senior Customer Value Partner helps customers optimize and expand successful use of the platform, define aspirations, and use data, AI, and machine learning to improve how they acquire, engage, and empower talent. The role also represents the customer’s voice within Eightfold. The position is open to all US locations. It is hybrid for employees based in the San Francisco Bay Area, with three days per week in the Santa Clara headquarters office, and remote in other US locations. Employees near the Santa Clara, London, Bangalore, and Noida offices are expected to work from the office three days per week. Travel of 10–15% is required.

Requirements

At least 5 years of experience in management consulting, functional HR (such as talent acquisition, talent management, or learning), customer success, or account management.
Experience working with state, local, and/or federal government agencies, directly or as a supporting vendor or partner.
Ability to travel 10–15%.

Nice To Haves

At least 8 years of experience in management consulting, functional HR (such as talent acquisition, talent management, or learning), customer success, or account management.
Experience with public-sector HR and hiring processes, such as OPM regulations, USAJOBS, merit system principles, or state civil service rules.
Familiarity with government procurement and contracting vehicles, such as GSA Schedule or state cooperative contracts, and compliance frameworks such as FedRAMP.
Experience with AI/ML technologies in HR or at a fast-growing technology/SaaS company.
Experience driving customer renewals and upsell opportunities.
Strong problem-solving skills in complex, multi-stakeholder situations.
Strong data analysis and synthesis skills.
Close attention to detail, foundational project-management skills, and ability to manage multiple workstreams.
Strong verbal and written communication skills.
Experience with public speaking, webinars, and conferences.

Responsibilities

Evangelize the Eightfold AI platform and help customers maximize its value.
Monitor adoption and identify and close opportunities to improve platform and agent usage and expand long-term value.
Use data to articulate ROI and drive customer business outcomes.
Lead renewal-planning conversations and ensure the solution aligns with business priorities and demonstrates long-term value.
Navigate public-sector procurement, contracting vehicles, and fiscal-year budget cycles so renewal and expansion plans align with agency funding timelines.
Partner with agency stakeholders across HR, IT, security, and procurement to align deployments with government requirements, including FedRAMP, IL4, and Section 508 accessibility.
Connect platform outcomes to agency mission goals, including merit-based and skills-based hiring, time-to-hire, workforce planning, and retention.
Design and lead upsell opportunities that demonstrate solution capabilities.
Resolve internal escalations in partnership with product, engineering, product delivery, support, and sales teams.
Develop a deep understanding of customers’ business and HR challenges and advise on strategy and how Eightfold can help.
Build relationships and credibility with key contacts at all levels, identify gaps in customer contacts, and work cross-functionally to develop new relationships.
Stay informed about Eightfold product releases, roadmap, and the broader HR technology landscape.
Influence Eightfold’s strategic direction by communicating customer businesses, challenges, desired outcomes, and requested product features.
Drive customer satisfaction through strong execution and strategic value, with the goal of securing customer renewal.