Sr. Proposal Customer Success Manager, Mid-Market (GovCon)

Procurement Sciences

1d•$80,000 - $115,000•Remote

About The Position

Procurement Sciences is hiring a Sr. Proposal Customer Success Manager to own relationships and drive value for approximately 40 to 50 primarily mid-market government contracting (GovCon) accounts using its Awarded AI platform. The role focuses on helping customers succeed with the platform and giving the Account Manager an accurate, early view of each account’s health. The Account Manager owns renewals, upsells, and contractual discussions; this position partners with them to support successful customer outcomes. The Customer Success Manager works directly with customers in capture and proposal workflows, where GovCon credibility is important. The role reports to the Director of Customer Success and works alongside Customer Success Managers covering enterprise, mid-market, and SMB segments. The position also partners with Product, Engineering, Sales, and other cross-functional teams, and contributes to the development of Customer Success playbooks, templates, and documentation. The job requires U.S. citizenship and the ability to pass a Federal Background Check and Identity Verification. A background check is required and may include reviews of credit history, criminal records, and employment verification, in compliance with the Fair Credit Reporting Act.

Requirements

At least 5 years of GovCon business development experience in roles such as Proposal Manager, Proposal Writer, Capture Manager, BD Analyst, Solutions Architect, or similar.
At least 2 years in a customer-facing role responsible for customer outcomes, such as customer success, implementation, training, client-facing consulting, or account support.
Ability to hold substantive conversations with directors and VPs, including candid discussions about stalled adoption.
Strong analytical skills, including the ability to interpret usage data and distinguish healthy accounts from at-risk accounts.
Excellent written communication skills.
Bachelor’s degree in Business, Communications, or a related field.
U.S. citizenship and ability to pass a Federal Background Check and Identity Verification.

Nice To Haves

Experience with mid-market or enterprise B2B SaaS accounts.
Working knowledge of generative AI and LLMs, with an informed perspective on their uses and limitations in a proposal shop.
Experience partnering with a sales or account management counterpart on a shared book of business.
Familiarity with GovWin, HigherGov, SAM.gov, or comparable market intelligence tools.
Experience at a company scaling its Customer Success function rather than one with mature processes.

Responsibilities

Build and execute a value realization plan for each account, tied to the customer’s pursuit and win goals.
Deliver quarterly business reviews that connect platform usage to bid and organizational outcomes.
Drive adoption across the platform, beyond the workflow the customer initially purchased.
Train new users, teams, and champions as customer accounts change.
Maintain strong account health scores and keep account assessments current and defensible.
Identify account risks early using customer data and feedback, and surface trends, pain points, and opportunities.
Own the adoption and engagement components of save plans and escalate accounts when additional support is needed.
Identify expansion signals and share them with the Account Manager with relevant context.
Build customer relationships and support successful use of the AI-driven platform.
Partner with the Account Manager on account plans and health assessments, and coordinate ahead of renewals.
Translate customer pain points into prioritized product input.
Collaborate with Product, Engineering, Sales, and other cross-functional teams to address client needs and improve solutions.
Contribute to Customer Success playbooks, templates, and documentation.