Customer Success Manager, Public Sector

As a Customer Success Manager, Public Sector, you will own the success of a portfolio of public sector accounts by building trusted partnerships, driving product adoption, and ensuring strong retention outcomes. You will act as the primary customer advocate while collaborating with internal teams to deliver exceptional customer experiences.

• Manage the end-to-end customer lifecycle for assigned public sector accounts, serving as the primary point of contact and strategic advisor.
• Understand customer missions, organizational structures, and business objectives to identify opportunities for adoption, engagement, and account growth.
• Develop and execute account success plans and engagement strategies aligned with customer goals and public sector procurement cycles.
• Act as the voice of the customer by sharing feedback, partnering with Product and Support teams, and helping resolve customer challenges.
• Lead Executive Business Reviews and customer meetings to demonstrate product value, outcomes, and return on investment.
• Own renewal strategies, identify retention risks, and collaborate with Sales teams to support account expansion and long-term relationships.
• Navigate government procurement processes, contract requirements, and renewal workflows to ensure successful account continuity.
• Develop customer success stories and references that support broader public sector growth initiatives.
• Support and mentor junior customer success team members by sharing best practices and account management expertise.

Requirements:

The ideal candidate is an experienced customer success professional with a strong background in SaaS account management, public sector relationships, and customer retention strategies. You should have excellent communication skills, strong project management abilities, and the ability to manage complex stakeholder relationships.

• 5+ years of experience as a Customer Success Manager, Account Manager, Onboarding Manager, or similar customer-facing SaaS role.
• Proven experience managing renewals, reducing churn, and driving product adoption.
• Experience partnering cross-functionally with Sales, Marketing, Product, and Support teams.
• Strong project management skills with the ability to manage multiple priorities and stakeholder relationships.
• Excellent written and verbal communication skills with strong presentation abilities.
• Strong analytical thinking, problem-solving skills, and customer-focused mindset.
• Experience working with federal agencies, government contractors, state and local government organizations, or other public sector customers.
• Working knowledge of government procurement processes and contract structures.
• Familiarity with CRM and customer success platforms such as Salesforce, Gainsight, ChurnZero, Totango, or similar tools.
• Experience in privacy, cybersecurity, threat intelligence, or related technology industries is preferred.
• Preferred candidates are located within the Eastern Time Zone of the United States.
• Ability to travel up to 20% for customer onboarding, implementations, executive meetings, and public sector engagements.

Benefits:

• Comprehensive health benefits, including medical, vision, and dental coverage.
• 401(k) retirement plan.
• Paid parental leave.
• 20 days of paid time off.
• 11 company-paid holidays.
• Paid birthday day off.
• Work-from-home stipend.
• Cell phone reimbursement.
• Fitness membership reimbursement.
• Child care reimbursement.
• Complimentary privacy protection membership.
• Discounted plans for friends and family.
• Opportunity to contribute to meaningful privacy and cybersecurity initiatives.
• Collaborative remote work environment with professional growth opportunities.