Customer Success Manager, Public Sector
New
D
DeleteMeCybersecurity SaaS
United States, Eastern Time Zone (EST)Full-TimeMiddle
Salary110,000 - 120,000 USD per year
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Job Details
- Experience
- 5+ years
- Required Skills
- Project ManagementSalesforceCustomer SuccessSaaSAccount ManagementCRM
Requirements
- 5+ years of experience as a Customer Success Manager, Onboarding Manager, Account Manager, or in a comparable customer-facing SaaS role.
- Demonstrated experience managing renewals, mitigating churn, and driving product adoption.
- Experience working cross-functionally with Sales, Marketing, Product, and Support to drive customer outcomes.
- Strong project management skills and the ability to manage multiple stakeholder relationships at once.
- Working knowledge of federal, state, or local government procurement processes.
- Experience working for, or with, public sector organizations (federal agencies, government contractors, SLED, etc.).
- Familiarity with CRM/CS platforms (e.g., Salesforce, Gainsight, ChurnZero, Totango, or similar).
- Experience in the privacy, security, or threat intelligence industry.
- Ability to travel up to 20% to support onboarding, implementations, executive meetings, and key public sector engagements.
- Excellent critical thinking, problem-solving, written, and verbal communication skills.
Responsibilities
- Own the end-to-end retention experience for an assigned book of public sector accounts as their primary point of contact and trusted advisor.
- Understand each customer's mission, structure, and business needs to identify opportunities for deeper adoption and account growth.
- Act as a product expert and internal advocate for your customers — the Voice of the Customer — partnering with Product and Support on feedback and issue resolution.
- Build and execute account success plans and engagement cadences tailored to public sector budget and procurement cycles.
- Independently lead Executive Business Reviews (EBRs) for standard and mid-tier accounts, demonstrating clear product value and ROI.
- Own churn mitigation and renewal strategy for your portfolio; partner with Sales to drive strong net renewal and expansion outcomes.
- Navigate agency procurement processes and contract vehicles (e.g., GSA Schedule, state term contracts) to keep renewals and modifications on track.
- Contribute customer stories and references that support DeleteMe's public sector brand and pipeline.
- Mentor or buddy Junior CSMs on account management fundamentals as needed.
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