Sr Customer Success Manager

Rise8 builds custom, secure software for government organizations, measuring success by impact. They are seeking a Sr Customer Success Manager who will lead a large organization with multiple delivery teams and ensure alignment between delivery teams and stakeholders to drive customer satisfaction and mission outcomes.

Responsibilities:

• Lead a large organization with multiple delivery teams and high complexity
• Shift between skill sets in response to account needs, wearing various hats such as Program Manager, Onboarding Specialist, Digital Transformation Guide, and Account Manager
• Collaborate with a balanced leadership team, including a Delivery Lead and Heads of Product, User-Centered Design, and Engineering
• Work with key customer stakeholders, including contract officers, account champions, and executive leadership, to ensure alignment on goals, identify and mitigate risks, establish metrics, and celebrate wins
• Lead the strategy to leverage outcomes delivered and streamlined customer experience into an easy Yes for customers to continue choosing to solve problems with Rise8
• Measure the health of the account on a regular basis and drive remediation plans as needed
• Work with the delivery team to ensure the customer realizes the value being delivered in line with their desired impacts
• Drive the account strategy that results in referenceable customers and expansion opportunities

Requirements:

• 8-15 years of experience in Customer Success, Program Management, or Account Management, ideally with federal customers particularly the US Special Operations Command or other defense agencies
• Excellent communication, collaboration, and facilitation skills to work with both internal teams and customer stakeholders
• Passion for growing your skills, tackling interesting work and challenging problems
• Strong problem-solving abilities and capacity to adapt quickly to changing account needs
• A business and ownership mindset with a focus on driving account strategy, customer satisfaction, and expansion opportunities
• Expert program management skills, with experience overseeing onboarding, delivery coordination, and risk mitigation for clients
• Proven ability to manage multiple account teams and stakeholders across various disciplines and levels
• Demonstrated experience aligning with customer goals, ensuring value delivery, and driving measurable outcomes
• Ability to travel up to 25%
• U.S. citizenship
• Local to the Tampa, FL, area
• Current TS-SCI
• Familiarity with federal contracting, including working with Product Owners and Contracting Representatives
• Building and maintaining Customer Success practices and tools, such as Success Plans and Health Scores
• Knowledge of metrics and KPIs for measuring the success of digital transformation initiatives
• Ability to implement and refine agile practices tailored to client needs and delivery goals
• Escalation Management and the ability to deftly defuse situations
• Experience working with sub partners