Hire, lead, mentor, and develop a team of SLED-focused Customer Success Managers
Set and maintain KPIs and performance targets aligned to SLED retention, adoption, and expansion goals
Conduct regular performance reviews and check-ins, and create development plans to boost team skills and growth
Oversee the management of a portfolio of SLED customers and their supporting channel partners
Establish and maintain executive-level relationships with key SLED stakeholders and channel partners
Analyze product usage data, contract structures, funding cycles, and customer feedback to identify trends, opportunities for improvement, and potential risks
Develop and execute strategic plans to identify and capitalize on renewals, cross-sell, and up-sell opportunities

3+ years' experience as an Account Manager or Customer Success Manager in the B2B SaaS space
3+ years’ experience working with SLED customers required
2+ years’ of proven people leadership experience directly managing a team of Customer Success Managers or similar quota-carrying customer-facing roles
Demonstrated understanding of public sector procurement cycles, funding models, and stakeholder environments within State, Local Government, or Education organizations
Exceptional consultative skills, including the ability to communicate clearly, actively listen, inspire, project confidence, and overcome objections within complex multi-stakeholder environments
Strong analytical mindset with the ability to identify root causes and develop adequate solutions quickly
Customer-focused, with a passion for providing exceptional service and measurable value to public sector organizations
High levels of organization and the ability to prioritize tasks effectively within structured and compliance-driven environments
Ability to work collaboratively with cross-functional teams and influence without direct authority
Fluent in English, with excellent written and verbal communication skills
Experience in the SaaS/cloud industry or within the IT industry is a plus
Experience with Salesforce required

Manager, Customer Success, SLED

Key skills