Senior Customer Success Manager - Public Sector

Role overview Guide a portfolio of public sector customers toward stronger product adoption, measurable outcomes, and renewal readiness. This senior customer success role uses account health and usage signals to prioritize outreach, manage risk, identify growth opportunities, and coordinate repeatable success practices across complex customer relationships.

Responsibilities - Build success plans around customer goals, lifecycle stage, adoption needs, and long-term value. - Use product usage, sentiment, and account health signals to identify risks, opportunities, and upcoming milestones. - Lead onboarding, training, and early adoption for strategic or complex customers, including progress reviews and issue resolution. - Develop relationships with users, champions, operational leaders, and executive stakeholders; cultivate customer advocates. - Coordinate internal teams to resolve blockers and escalations, and share prioritized customer feedback with product and success partners. - Support renewal and modernization discussions with evidence of product use, business impact, and change management needs. - Mentor colleagues and contribute to success playbooks, account planning practices, and scalable processes.

Requirements - A degree in a related field or an equivalent combination of education and experience. - Five to eight years in customer success, account management, or a related customer-facing role, ideally in software or technology. - Experience using Salesforce. - Ability to work with complex stakeholder groups, interpret customer health and usage information, and communicate recommendations to senior audiences.

Nice to have - Experience with a customer success management platform.

Benefits and work setup The position is remote, with planned opportunities to collaborate both virtually and in person. Benefits described include flexible paid time off, recharge days, wellness and counseling resources, parental leave, peer recognition, paid volunteer time, and learning opportunities. Specific offerings vary by country.