Sr. Customer Success Manager - Government
About The Position
The Senior Customer Success Manager (Government) is a strategic role designed for an expert navigator of the public sector. You will act as the primary partner for our most complex clients, including government regulatory boards, regulators, departments of health, state agencies, and associations. Success is defined by how effectively our technology supports the mission-critical mandates of public safety and professional integrity. You will take end-to-end ownership of the customer lifecycle, align our platform with agency missions, drive measurable compliance outcomes, and ensure sustained value realization across your portfolio.
Requirements
- 5+ years of B2B SaaS Customer Success or Account Management experience specifically managing government, regulatory, or public health accounts.
- Understanding of the red tape, the RFP cycles, and the unique stakeholders of the public sector.
- Direct experience with healthcare compliance, state departments of health, or professional licensing is strongly preferred.
- Comfortable speaking the language of regulators and state officials.
- Exceptional ability to communicate with non-technical government leaders, distilling complex software capabilities into a clear vision that aligns with public policy goals.
- A self-sufficient professional who thrives in a remote environment.
- Comfortable taking over a complex book of business and navigating multi-layered organizations with limited oversight.
- A problem-solver who can identify a potential churn risk a year in advance and build the strategic rapport necessary to save the relationship.
Responsibilities
- Serve as the primary owner for a portfolio of government regulatory boards and state agencies, building trusted relationships with Executive Directors and state officials to ensure long-term stability.
- Develop success plans that align our technology with specific agency mandates, Department of Health regulations, and public-sector risk management priorities.
- Lead customized training programs that empower staff within regulators and associations to fully utilize the platform for audit readiness and governance excellence.
- Take end-to-end ownership of monitoring engagement metrics, translating data into "State of the Agency" insights that demonstrate sustained value and support long-term retention.
- Act as the lead problem-solver for complex account hurdles, collaborating with internal product and government affairs teams to navigate the unique requirements of the government landscape.
- Conduct high-level strategic reviews to assess progress, identifying opportunities to deepen the partnership and improve compliance outcomes for regulators and boards.
Benefits
- Professional development allowance
- Flexibility for balancing work with the rest of life
- Ample PTO, including paid time off for volunteering, your birthday, and becoming a new parent.
- 401K with company matching, as well as financial planning education and resources (for US Employees)
- HSA, FSA, and traditional insurance options for medical, dental, and vision coverage for themselves and dependents (for US Employees)
- Lifestyle Spending Account (LSA) for personal well-being (for US Employees)
- 100% health insurance premium coverage with national and international coverage (for LATAM Employees)
- Monthly points on a flexible benefits platform to redeem on needs (for LATAM Employees)
- Exclusive discounts
- Life insurance policy (paid 100% by the company)
- Option to add beneficiaries at a discounted rate
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
