Sr. Customer Success Manager - Government

Role overview Lead customer success for a portfolio of complex public sector accounts, including regulatory boards, state agencies, health departments, and associations. The role connects a compliance platform to each agency’s mission, guides adoption across layered stakeholder groups, and demonstrates lasting value in support of retention and public safety goals.

Responsibilities - Build trusted relationships with agency leaders and serve as the primary partner throughout the customer lifecycle. - Develop account strategies that align platform use with agency mandates, health regulations, and public sector risk priorities. - Deliver tailored training so regulators and association staff can use the platform for audit readiness and governance. - Track engagement and product usage, turn the data into agency-level value reviews, and identify risks or unmet needs early. - Resolve complex account issues in coordination with product and government affairs colleagues. - Lead strategic business reviews to assess progress, strengthen partnerships, and identify ways to improve compliance outcomes.

Requirements - At least five years of B2B SaaS customer success or account management experience. - Experience with government, regulatory, or public health accounts and the procurement cycles, stakeholder structures, and processes common to public sector work. - Strong communication with nontechnical government leaders, including the ability to explain software in terms of policy and agency goals. - Ability to work independently in a remote setting and manage complex accounts with limited oversight. - Strong problem-solving and relationship skills, including recognizing retention risks well in advance and building plans to address them.

Nice to have - Experience in healthcare compliance, state health departments, or professional licensing. - Familiarity with Gainsight, HubSpot, or Omni, and comfort adapting as priorities change and processes evolve.

Benefits and work setup - Remote-first work with asynchronous communication; clear writing is important. - Full-time roles are generally scheduled for 40 hours, Monday through Friday. The source also describes paid birthday leave, volunteer time, life insurance, fertility and family-building support, and a professional development allowance.