Public Sector, Customer Success Manager

Role Overview

• Own the end-to-end customer lifecycle for Public Sector accounts, including onboarding, implementation, adoption, renewal, and long-term retention
• Collaborate cross-functionally with Account Executives, Product, Support, Marketing, and leadership to deliver a cohesive customer experience
• Own renewals and retention, mitigate logo churn, and partner with Account Executives to identify and execute expansion opportunities
• Work cross-functionally with a variety of departments on projects to enhance the product and customer experience
• Ensure a successful client retention experience for DeleteMe Public Sector customers
• Understand DeleteMe customer’s business needs and opportunities for growth with existing customers
• Help create a reference-able pipeline of customers to highlight and elevate the ‘DeleteMe brand’ and overall brand awareness throughout the privacy industry
• Act as a product expert and representative for DeleteMe’s customers and customer advocate with internal DeleteMe stakeholders (Voice of the Customer)
• Develop and follow best practices for client engagements and deliver value adding customer engagements on an ongoing basis
• Provide Executive Business Reviews to high value customers to demonstrate product value

Requirements

• A minimum of 5+ years of experience working as a Customer Success Manager, Onboarding Manager, or Account Manager, or commensurate experience.
• Prior federal, state, or local procurement process experience and/or knowledge.
• Experience working for or with Public Sector organizations (Federal Government agencies, government contractors, SLED, etc).
• Existing awareness of needs, opportunities and challenges that are specific to the Public Sector space to advance adoption of technology platforms and encourage relevant use cases.
• Experience working in a fast-paced SaaS environment.
• Experience developing deep client relationships to understand client needs and helping to optimize the customer experience.
• Experience with churn mitigation and renewal management.
• Experience increasing product adoption, net retention, and continually improving the overall customer experience.
• Experience working cross-functionally with sales, marketing, product, and support teams to drive positive customer outcomes
• Experience with project management principles and how to effectively manage stakeholder expectations.
• Experience within the Privacy, Security, or Threat Intelligence industry is a huge plus.

Benefits

• Comprehensive health benefits
• Medical, Vision, Dental
• Flexible work schedule
• Generous 401k matching up to 6%
• 20 days paid time off
• 15 sick days
• 12 company-paid holidays
• Childcare expense reimbursement
• Fitness and cell phone reimbursement
• Birthday time off