Enterprise Customer Success Manager – Public Sector

Cartwheel is an early-stage company building a new kind of mental health program for kids that puts schools at the center. As the Enterprise Customer Success Manager, you will be the primary point of contact with state agencies, responsible for building implementation plans and coordinating execution to ensure high-impact programs for student mental health.

Responsibilities:

• Own the state agency relationship
• Be the primary Cartwheel contact for agency program directors, behavioral health leads, and operational staff — the people responsible for implementing the partnership
• Build a deep understanding of agency priorities, constraints, and decision-making so you can navigate complexity and keep things moving
• Develop and maintain a comprehensive contact map across agency implementers, influencers, and financial buyers — and build productive relationships across each layer
• Lead regular agency check-ins covering progress, milestone tracking, and issue resolution
• Navigate agency political dynamics, policy constraints, and interagency complexity
• Develop success stories as implementation matures to support renewal and expansion
• Drive implementation
• Build and own the implementation plan for your state(s): What needs to happen, in what order, by when, and who is responsible
• Develop a district prioritization framework: Where to start, how to sequence expansion, how to pace growth against contract timelines
• Own and track the metrics that matter — utilization, district activation, contract milestone attainment — and surface risks early before they become problems
• Coordinate across internal Cartwheel teams to ensure we meet all of our impact goals and milestones. For example:
• Partner with the Government Relations team on renewal readiness and ensure they have an excellent value story to share with executive and legislative buyers
• Ensure district-level sellers and CSMs are effectively onboarding districts
• Coordinate with Operations to clear compliance, credentialing, and regulatory hurdles that slow implementation down
• Engage state-level professional associations (superintendent associations, state education agencies) to support district activation and strengthen Cartwheel's presence
• Keep leadership and the team aligned
• Maintain clear, multi-quarter visibility into contract health and district-level risk
• Report out on contract health to Senior Leadership and share insights on how to improve our approach to state implementations, product innovation, or other key insights
• Identify expansion opportunities (new districts, expanded services, adjacent agency relationships) and surface them to Government Relations and internal teams to pursue

Requirements:

• 7–10+ years in customer success, strategic account management, or a closely related post-sale role, with meaningful experience in government or public sector
• You're an exceptional communicator — able to translate operational complexity into clear reporting for agency partners and internal leadership
• You've built trusted relationships with state or government agency staff. Not just executives, but program officers and operational leads
• You've managed complex, multi-stakeholder account plans and can connect the dots between day-to-day execution and long-term contract health
• You understand the revenue implications of implementation decisions and take ownership of retention outcomes
• You can navigate political and bureaucratic dynamics without losing momentum
• You are comfortable interpreting data on your own and communicating insights
• You're highly organized and comfortable building structure in an environment that doesn't have all the answers yet
• Experience in K–12 education, healthcare, or direct service businesses
• Familiarity with braided funding models (state contracts, Medicaid, grants, district fees)
• Background working alongside or within Government Relations or public affairs functions
• Experience with state procurement processes and compliance relevant to public sector
• Familiarity with ChurnZero, Gainsight, Salesforce, or HubSpot