Hire, onboard, coach, and develop a high‑performing team of CSMs; conduct regular 1:1s and career development plans.
Set clear goals, competencies, and expectations; provide ongoing feedback and performance reviews.
Create capacity models, territory/account assignments, and coverage plans aligned to customer needs and ARR.
Foster a culture of customer obsession, accountability, and continuous improvement.
Own portfolio health metrics (e.g., adoption, value milestones, GRR/NRR, CSAT) and drive corrective action plans as needed.
Guide strategic accounts and join executive meetings/QBRs to reinforce value and alignment.
Oversee risk management, renewal strategy, and expansion planning in partnership with Sales.
Identify and support expansion opportunities by working with Sales to increase customer adoption and business objectives.
Build, document, and scale the customer journey, playbooks, and success plan templates.
Establish operating cadences (team stand‑ups, forecast/health reviews, deal/risk reviews, QBR program).
Leverage AI‑assisted tooling for insights, productivity, and proactive outreach.
Define and report on KPIs; use data storytelling to inform decisions and executive updates.
Act as the voice of the customer with Product, Engineering, Professional Services, Marketing, and Support.
Prioritize product feedback and influence roadmaps with evidence from customer outcomes.
Coordinate resolution of major escalations and strategic initiatives across teams.

Requirements

7+ years of client‑facing experience in Customer Success, account management, or consulting; 2+ years people leadership (required)
Experience serving state and local government/public sector customers (required)
Proven track record building teams, hiring talent, and elevating performance through coaching and clear expectations
Expertise with SaaS/cloud solutions and driving digital transformation outcomes
Strong program management skills; comfortable with executive engagement and complex, multi‑stakeholder environments
Analytical and data‑driven with excellent communication and presentation skills
Passionate about public service and improving citizen experiences through technology.

Benefits

Medical, dental, and vision insurance plans, with significant employer contributions for employees AND dependents (contributions based on base-level plan; buyup plans available at additional costs)
Company-sponsored life, short-term, and long-term disability insurance
11 Paid holidays
Flexible time off
401k plan with 4% employer match
Monthly home office stipend
Monthly wellness stipend

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

customer successaccount managementcoachingSaaScloud solutionsprogram managementdata analysisKPI reportingrisk managementdigital transformation

Soft Skills

leadershipcommunicationpresentationteam buildingstrategic thinkingcustomer obsessionaccountabilitycontinuous improvementanalytical thinkingcollaboration