Customer Success Manager - SLED East coast

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Requirements:

• 4+ years experience in Customer Success, Account Management, or Business Development, particularly in the Public Sector.
• Proven ability to build and manage relationships internally and externally in a SaaS environment.
• Experience using CRM tools, including Salesforce and Customer Success tools.
• Ability to manage de-escalation and navigate challenging conversations with a solutions-oriented mindset.
• Highly adaptable individual comfortable with change and capable of pivoting under new challenges.
• Effective decision-making under time constraints with clear communication on technical and non-technical matters.
• Diplomatic and poised under pressure, demonstrating strong follow-through and self-management skills.
• Passionate about Customer Success and a positive contributor to team morale and culture.
• Willingness to travel as needed.

Responsibilities:

• Develop and maintain strong relationships with key stakeholders in SLED client organizations.
• Act as the main point of contact for enterprise customers, addressing inquiries and ensuring satisfaction.
• Collaborate with internal teams for onboarding and implementation to maximize client value.
• Conduct training sessions to educate clients on product capabilities and updates.
• Monitor accounts proactively to address potential issues and work with support teams on resolutions.
• Collaborate with the sales team for timely contract renewals and identify upsell opportunities.
• Gather customer feedback for product improvement and advocate for customer needs internally.