Own and manage a portfolio of accounts with clear alignment at the project, program and leadership levels.
Consultatively drive adoption by implementing success plans, building and expanding relationships, and delivering valuable performance insights.
Help maintain customer documentation, success plan tracking, and account records.
Track customer utilization and adoption metrics, highlighting trends or risks to the CSM team.
Prepare dashboards, meeting summaries, and materials for QBRs/EBRs.
Assist in gathering customer feedback and organizing it for internal teams.
Hold Strategic /Executive Business Reviews to ensure value is realized at the leadership level.
Identify and support expansion opportunities by working with Sales to increase customer adoption and business objectives.
Collaborate with Product, Support, and Professional Services teams to ensure customers receive coordinated, consistent service.
Identify and facilitate training sessions, webinars, and resources that guide customers to increased adoption and best practices.

Requirements

5+ years of relevant, client-facing experience in customer success, account management, or consulting (required).
Strong background working with government or public sector clients (required).
Proven ability to influence senior stakeholders and present strategic recommendations to executives.
Operates with a bias to action and enthusiastically embraces change management.
Highly organized with strong attention to detail and follow‑through that thrives in a fast-paced, growing organization.
Strong account management skills with a track record of managing complex, multi-stakeholder initiatives.
Experience with SaaS/cloud-based applications and digital transformation programs.
Excellent communication, presentation, and interpersonal skills.
Demonstrated ability to create and execute adoption and success plans that drive measurable business outcomes.
Skilled in developing product use cases and guiding customers on best practices.

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 managementconsultingSaaScloud-based applicationsdigital transformationadoption planssuccess plansperformance insightsmetrics tracking

Soft Skills

influencepresentationcommunicationinterpersonalorganizationalattention to detailchange managementcollaborationstrategic thinkingcustomer feedback