Sr. Customer Success Manager - Government

Role overview

A senior customer success role dedicated to public-sector clients in the healthcare compliance space. The position owns a portfolio of government regulatory boards, state agencies, departments of health, and professional associations, ensuring that compliance technology supports their mission-critical mandates. Success is measured by sustained value realization, long-term retention, and measurable outcomes tied to public safety and professional integrity.

Responsibilities

- Act as the primary strategic partner and relationship owner for a complex book of government regulatory boards and state agencies, building trusted rapport with Executive Directors and senior officials. - Develop mission-aligned plans that connect platform capabilities with specific agency mandates, public health regulations, and risk management priorities. - Design and lead customized enablement and training programs that prepare regulators, agency staff, and associations to use the platform for audit readiness and governance. - Monitor engagement and usage data across the portfolio, translating findings into "State of the Agency" insights that surface value and flag risks early. - Serve as lead problem-solver for complex account issues, collaborating with internal product, policy, and government affairs teams to navigate shifting public-sector requirements. - Facilitate high-level strategic business reviews that assess progress and identify opportunities to deepen the partnership.

Requirements

- 5+ years of B2B SaaS experience in customer success, account management, or a similar client-facing role. - Direct experience managing government, regulatory, or public-sector accounts, including familiarity with RFP cycles, procurement processes, and multi-layered stakeholder organizations. - Background in healthcare compliance, state departments of health, or professional licensing is strongly preferred. - Proven ability to communicate clearly with non-technical government leaders and translate software capabilities into language aligned with public policy goals. - Self-sufficient operator who thrives in a remote, asynchronous environment with limited oversight. - Demonstrated ability to spot churn risk well in advance and build the strategic rapport needed to preserve the relationship.

Nice to have

- Familiarity with Gainsight, HubSpot, and Omni. - Comfort navigating shifting priorities without finalized playbooks guiding each step.

Benefits and work setup

- Remote-first, globally distributed organization with two US office hubs available for those who want occasional in-person time. - Paid time off plus 16 hours of volunteer time off annually for causes that matter to the individual. - Company-paid life insurance with optional discounted beneficiary add-ons. - Inclusive fertility, hormonal health, and family-building benefits with funds toward eligible care. - Professional development allowance to support personalized learning goals. - Sabbatical-style trip available upon 10- and 20-year work anniversaries. - Full-time schedule of 40 hours per week, Monday through Friday.