Sr Customer Success Manager (Remote)

Procurement Sciences • Washington, DC

3d • Remote

About The Position

We are seeking and experienced Sr Customer Success Manager to drive the adoption, satisfaction, and success of our AI-driven platform among our government contracting clients. In this critical role, you will serve as the primary point of contact for our clients, ensuring they derive maximum value from our solutions and achieve their desired outcomes. Your deep understanding of the government contracting industry and your ability to analyze and address customer pain points will be crucial to building strong, long-lasting relationships with our clients.

Requirements

• 7-10 years in a customer success or account management role, preferably in the government contracting or procurement-related B2B SaaS space.
• Deep understanding of the government contracting industry, with experience in roles such as Proposal Writer, Proposal Manager, Solutions Architect, BD Analyst, Capture Manager, or similar related background.
• Experience with Enterprise level accounts.
• Strong analytical skills, with the ability to understand and address complex customer pain points.
• Excellent communication and interpersonal skills, with the ability to build and maintain strong client relationships.
• Proficiency in data analysis and the ability to derive actionable insights from customer data.
• Bachelor's degree in Business, Communications, or a related field.
• U.S. citizenship with the ability to pass a Federal Background Check and Identity Verification.

Nice To Haves

• Familiarity with generative AI and large language models (LLMs) and their applications in the government contracting sector.
• Proven track record of driving customer success and retention in a B2B SaaS environment.
• Relevant certifications, such as Certified Customer Success Manager (CCSM) or Certified ScrumMaster (CSM).

Responsibilities

• Serve as the primary point of contact for assigned clients, building strong relationships and ensuring their success with our AI-driven platform.
• Conduct regular check-ins with clients to understand their goals, challenges, and feedback, and provide strategic guidance to help them achieve their objectives.
• Develop and execute customer success plans, identifying opportunities for increased adoption, engagement, and value realization.
• Provide training and support to clients, ensuring they have the knowledge and resources needed to effectively leverage our platform.
• Collaborate with cross-functional teams, including product, engineering, and sales, to address client needs and drive continuous improvement of our solutions.
• Analyze client data and feedback to identify trends, pain points, and opportunities for enhancing our platform and service offerings.
• Contribute to the development of customer success best practices, methodologies, and documentation.
• Serve as an advocate for our clients, providing feedback and insights to drive product enhancements and innovations.

Benefits

• Competitive salary with performance based incentive plan and stock options in a rapidly growing, venture-backed company.
• Comprehensive health plan, ensuring you and your loved ones are well taken care of.
• Flexible work arrangements, including full remote work capabilities, to balance your professional and personal life.
• Extensive professional development opportunities, providing a fast track for career advancement.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 51-100 employees