Sr Customer Success Manager

Rise8 • Tampa, FL

10h • Remote

About The Position

Rise8 builds custom, secure software for government organizations, measuring success by impact: lives saved, time returned, and missions advanced.
We think big, start small, and scale fast with elite teams across product, design, and engineering to drive continuous delivery for critical missions.
We believe customer experience starts with employee experience, so we take care of our employees. Rise8 is where you’ll do the best work of your career—supported by a culture you won’t find anywhere else. We offer competitive pay and benefits, but what sets us apart is our commitment to autonomy, growth, and a culture rooted in kindness, candor, and continuous learning.
Certified as a Great Place to Work®, with 100% of employees saying they love working here, Rise8 is where bold ideas become real capabilities. Where mission meets meaning. And where fewer bad things happen because of bad software.
You want to make tomorrow better than today.
You have a passion for driving amazing customer experience with ongoing alignment between delivery teams and stakeholders.
You’re obsessed with delivering mission impacts and outcomes.
You enjoy daily decision making and real product delivery.
You help ensure project success and client satisfaction.
You enjoy collaborative teams, working across all internal groups and at all levels of the customer.
You like to work alongside, and learn from, lean and agile leaders.
You are a creative problem solver who is comfortable with uncertainty.
You’re a curious and keen learner who thrives on enhancing your (and our) practices and knowledge.
We are searching for a Customer Success Manager who has a passion for working with federal agency customers, in particular USSOCOM.
You will lead a large organization with multiple delivery teams and high complexity. You will need to be able to easily shift between skill sets in response to account needs. In a single day you may need to wear various hats such as Program Manager, Onboarding Specialist, Digital Transformation Guide, and Account Manager
To execute the program, you will work with a balanced leadership team, including a Delivery Lead and Heads of Product, User-Centered Design, and Engineering. You will need to collaborate highly with partners, high level government stakeholders, and internal Rise8 leadership, leveraging resources as necessary to make your account successful.
You’ll work with key customer stakeholders, including contract officers, account champions, and executive leadership, to ensure we align on goals, identify and mitigate risks, establish metrics, and celebrate wins over the course of the customer journey. You’ll lead the strategy to leverage our outcomes delivered and streamlined customer experience into an easy Yes for our customer to continue choosing to solve problems with Rise8.
You’ll measure the health of the account on a regular basis and drive remediation plans as needed. You will work with the delivery team to ensure the customer realizes the value being delivered in line with their desired impacts. Finally, with your business and ownership mentality, you’ll drive the account strategy that results in referenceable customers and expansion opportunities.

Requirements

• 8-15 years of experience in Customer Success, Program Management, or Account Management, ideally with federal customers particularly the US Special Operations Command or other defense agencies.
• Excellent communication, collaboration, and facilitation skills to work with both internal teams and customer stakeholders.
• Passion for growing your skills, tackling interesting work and challenging problems.
• Strong problem-solving abilities and capacity to adapt quickly to changing account needs.
• A business and ownership mindset with a focus on driving account strategy, customer satisfaction, and expansion opportunities.
• Expert program management skills, with experience overseeing onboarding, delivery coordination, and risk mitigation for clients.
• Proven ability to manage multiple account teams and stakeholders across various disciplines and levels.
• Demonstrated experience aligning with customer goals, ensuring value delivery, and driving measurable outcomes.
• Ability to travel up to 25%.
• All of Rise8’s work in this area is with Federal Government customers that require our employees involved with their projects be U.S. citizens. As such, this role requires U.S. citizenship. If hired, you would also be required to go through a background investigation.

Nice To Haves

• Local to the Tampa, FL, area
• Current TS-SCI
• Familiarity with federal contracting, including working with Product Owners and Contracting Representatives
• Building and maintaining Customer Success practices and tools, such as Success Plans and Health Scores
• Knowledge of metrics and KPIs for measuring the success of digital transformation initiatives
• Ability to implement and refine agile practices tailored to client needs and delivery goals
• Escalation Management and the ability to deftly defuse situations
• Experience working with sub partners

Responsibilities

• Driving amazing customer experience with ongoing alignment between delivery teams and stakeholders.
• Delivering mission impacts and outcomes.
• Ensuring project success and client satisfaction.
• Collaborating across all internal groups and at all levels of the customer.
• Working with key customer stakeholders to ensure alignment on goals, identify and mitigate risks, establish metrics, and celebrate wins.
• Leading the strategy to leverage outcomes delivered and streamlined customer experience.
• Measuring the health of the account on a regular basis and drive remediation plans as needed.
• Working with the delivery team to ensure the customer realizes the value being delivered in line with their desired impacts.
• Driving the account strategy that results in referenceable customers and expansion opportunities.

Benefits

• Flexible schedule in a 100% distributed workforce
• Premium Insurance: We cover up to 100% of the employee premium and up to 80% of the combined dependent premium on our base health plan, depending on pay band. We also cover 100% of the premium for employee and dependent Dental and Vision as well as employee premiums for Life and Disability coverage.
• Retirement: 401k match at 10% gross pay.
• Paid time off (PTO): 4 weeks combined accrued vacation and sick leave, 11 Federal holidays, your birthday, jury duty, and bereavement.
• Education & Training: Accrued budget of up to $3,500 per year for classes, travel, events, and materials.
• Home Office and Merch: We offer $750 per year for home office technology and equipment as well as $100 per year for Rise8 merch from our Swag Store.
• Wellness Budget: To encourage and support a well-rounded healthy lifestyle, we cover 100% reimbursement on a variety of wellness activities and products, up to $500 per calendar year. OR Rise8 is part of the the Life Time Corporate Partner program. In lieu of your $500 annual wellness benefit, you can instead get a $75 monthly credit towards a Life Time membership ($900 annual benefit).
• Equipment: We offer a MacBook Pro

What This Job Offers

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