Sr. Customer Success Manager, Public Sector

New

US - RemoteFull-TimeSenior

Salary92,000 - 100,000 USD per year

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Job Details

Experience: 3+ years' experience
Required Skills: MS OfficeAccount ManagementRelationship managementCRMCustomer Success

3+ years' experience with customer success, preferably supporting public sector or similarly regulated organizations
A track record of building trusted, long-term relationships with customers
Proven results driving customer health and satisfaction
Ability to navigate multi-stakeholder organizations and earn credibility at every level
Effective oral and written communication skills, including the ability to deliver presentations to senior agency leaders and technical audiences
Working familiarity with government procurement processes and budget cycles (preferred)
Ability to work both independently and collaboratively
Strong organizational skills with the ability to manage multiple priorities and competing demands
BA/BS degree or 4+ years of equivalent experience in customer success in lieu of a degree
MS Office Suite proficiency

Manage client communications and expectations with professionalism and responsiveness
Consistently and accurately track and log customer communication in a client relationship management platform
Prepare and host Business Reviews for top assigned accounts in book of business
Effectively manage and drive closure of renewals
Identify at-risk clients and determine the needed remediation path to minimize churn
Take ownership of resolving customer issues, partnering with internal teams to escalate and resolve client requests in a timely manner
Quickly analyze and identify the root cause of billing discrepancies
Consistently meet or exceed time to resolution targets
Partner with Sales and Product to identify growth opportunities
Process contract changes including add-on services, downgrades, cancellations

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