Customer Success Manager, Public Sector
New
J
JobgetherSaaS, Cybersecurity
United States, Eastern Time ZoneFull-TimeMiddle
Salary not disclosed
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Job Details
- Experience
- 5+ years
- Required Skills
- Project ManagementCybersecuritySalesforceCustomer SuccessSaaSAccount Management
Requirements
- 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.
- Ability to travel up to 20% for customer onboarding, implementations, executive meetings, and public sector engagements.
Responsibilities
- 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.
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