Customer Success Manager, Public Sector

Job Description: As a Customer Success Manager (CSM), you'll work to engage, retain, and empower our customers to fully leverage our platform and achieve their desired business outcomes. You'll build strong, trusted relationships with Public Sector clients, positioning yourself as a strategic advisor who drives long-term value. Working closely with Account Executives, you'll drive renewals and identify expansion opportunities to achieve best-in-class gross and net retention targets. Who you're committed to being:

• A trusted advisor who champions customer success and ensures alignment between customer goals and business outcomes.
• A proactive, strategic thinker who anticipates customer needs and takes initiative to mitigate risks.
• A relationship-builder with strong communication skills and the ability to engage senior technology leaders.
• A data-informed professional who uses insights to guide decisions and create measurable impact.
• A collaborative teammate who thrives in a dynamic environment and influences change through customer advocacy.

What you'll do:

• Drive forward the Client Engagement Model to ensure mutual success for customers and the organization.
• Take full accountability for customer accounts throughout the lifecycle - from onboarding through renewal.
• Anticipate customer needs, mitigate risk, and ensure a seamless renewal and negotiation process.
• Use tools and systems to track and report on customer experience, health, product utilization, and realization of value drivers.
• Take timely, corrective actions based on insights to make strategic recommendations that enable customer success.
• Inspire and guide customers to adopt best practices and drive change for improved platform utilization.
• Predict and forecast risk, renewal, and expansion opportunities within your customer portfolio.

Experience you'll bring:

• Proven experience in customer success or a related field (sales, professional services, consulting, or technical enablement).
• Experience supporting global enterprise customers across SaaS and On-Premises solutions.
• Strong relationship management skills with the ability to engage CTO, CIO, VP of Engineering, and other senior technology leaders.
• Understanding of the software development life cycle and related workflows.
• Technical aptitude to grasp and articulate complex concepts across development and IT solutions.
• Experience working in the public sector.
• Experience working with highly regulated products or environments, with an understanding of complex compliance processes; reseller or channel experience is a plus.
• Ability to travel 25-50% as needed.

Requirements:

• Requires a minimum of 5 years of related or equivalent experience; or 3+ years with an advanced degree.
• Experience with Gainsight and Salesforce.com preferred.
• This is a remote role; however, applicants located within 45 miles of our Westlake/Dallas, TX office should expect to work on-site Tuesday through Thursday, with remote flexibility on Mondays and Fridays. This approach enables more effective collaboration, quicker decision-making, and a stronger culture, while still providing flexibility.
• Travel: Travel expectations differ by role. Some quota-bearing sales positions involve limited travel, while others may involve travel of up to 40%, depending on business needs.

Why you'll love working here:

• We work in a blended environment that supports collaboration, flexibility, and connection across teams.
• We are mission-driven, shaping the future of tech upskillling and delivering impact that matters.
• We foster a culture of inclusion and belonging, where everyone can contribute and thrive.
• We are always learning, creating an environment where you can take on new challenges, expand your skills, and grow with purpose.
• Benefits include competitive compensation, bonus eligibility, comprehensive medical coverage, unlimited PTO, wellness reimbursement, professional development funds, and more.

Physical Requirements: This role is primarily performed in an office or home office setting and involves standard computer-based work. #LI-SJ1