Drive forward the Client Engagement Model to ensure mutual success for customers and the organization
Take full accountability for customer accounts throughout the lifecycle — from onboarding through renewal
Anticipate customer needs, mitigate risk, and ensure a seamless renewal and negotiation process
Use tools and systems to track and report on customer experience, health, product utilization, and realization of value drivers
Take timely, corrective actions based on insights to make strategic recommendations that enable customer success
Inspire and guide customers to adopt best practices and drive change for improved platform utilization
Predict and forecast risk, renewal, and expansion opportunities within your customer portfolio

Proven experience in customer success or a related field (sales, professional services, consulting, or technical enablement)
Experience supporting global enterprise customers across SaaS and On-Premises solutions
Strong relationship management skills with the ability to engage CTO, CIO, VP of Engineering, and other senior technology leaders
Understanding of the software development life cycle and related workflows
Technical aptitude to grasp and articulate complex concepts across development and IT solutions
Experience working in the public sector
Experience working with highly regulated products or environments, with an understanding of complex compliance processes; reseller or channel experience is a plus
Ability to travel 25–50% as needed

Customer Success Manager – Public Sector

Key skills