Customer Success Manager, Public Sector

VanishID is hiring a Customer Success Manager, Public Sector to onboard, retain, and grow government accounts. The role guides customers through deployment, adoption, and renewal while coordinating with public sector sales, customer IT and security teams, and VanishID’s product team.

Responsibilities:

• Own onboarding end-to-end: Get new public sector customers live quickly, from kickoff through enrollment of elected officials, agency leaders, and staff. Make VanishID a trusted part of how they protect their people
• Navigate the public sector: Work within government procurement, contracting, and fiscal-year budget cycles to keep renewals on track. Partner closely with our public sector sales lead from handoff through renewal, and coordinate with customer IT and security teams on technical setup, pulling in engineering when a problem needs a deeper hand
• Drive adoption and retention: Monitor account health, catch risk early, and run the check-ins that keep customers seeing value
• Present to executives: Lead Quarterly Business Reviews for your customers that show impact and set expectations on what comes next, and deliver 1:1 executive debriefs that help protect elected officials and senior public servants
• Grow the account: Spot expansion opportunities as customer needs evolve and build the business case for additional protection tiers
• Be the voice of the customer: Bring field insight back to our product team and help shape what we build next

Requirements:

• 3–5 years in Customer Success, Account Management, or a related client-facing role
• You've carried customers from onboarding through renewal and expansion
• You have worked with or sold to state, local, or federal government organizations, and you understand public sector procurement, contracting, and fiscal-year budget cycles
• Exceptional communication and presentation skills
• You can confidently engage elected officials, agency leaders, and senior stakeholders in writing and in person
• A balanced approach to customer success
• You're equally comfortable building trust, running scalable onboarding and engagement processes, and finding room to grow an account
• Proficiency with CRM platforms
• You use Salesforce or HubSpot to keep your book of business accurate and current
• Hands-on identity provider experience: Okta, Microsoft Entra ID (Azure AD), or Ping, including SSO (SAML/OIDC), SCIM provisioning, attribute mapping, and sign-in troubleshooting
• Comfort with REST APIs and webhooks: reading API documentation, testing endpoints in Postman, and common authentication methods like OAuth and API keys
• Prior identity or IT admin background, or experience supporting technical integrations for customers
• Experience in cybersecurity, privacy, or adjacent industries prioritized
• experience in SaaS/B2B technology, financial services, healthcare, or professional services (legal, consulting) also considered
• Active or prior U.S. government security clearance
• Relevant certifications such as PMP, CIPP, or CISSP
• Startup or small-team experience with a self-starter mentality
• Background serving executives and VIPs as customers with high-touch, white-glove service