Senior Customer Success Manager - East/Public Sector

Accountabilities: The Senior Customer Success Manager will own customer engagement strategies and ensure successful adoption, expansion, and retention across a portfolio of strategic accounts. The role requires strong relationship management, operational discipline, and the ability to translate customer needs into actionable solutions.

Build and maintain strong relationships with enterprise, regulated, and public sector customers, ensuring alignment between customer goals and delivered outcomes.

Lead customer success planning, onboarding strategies, adoption initiatives, and renewal efforts throughout the customer lifecycle.

Partner with technical teams to deliver effective onboarding experiences and help customers successfully implement automation use cases.

Analyze customer health metrics, usage patterns, engagement data, and business objectives to identify risks and opportunities.

Conduct business reviews and executive-level discussions to demonstrate value, recommend improvements, and support strategic roadmaps.

Develop account plans and success strategies in collaboration with Sales, Customer Success Engineers, Product, and leadership teams.

Identify opportunities to expand platform adoption across additional teams and business functions.

Act as a customer advocate by collecting feedback, communicating product needs, and influencing future platform improvements.

Proactively identify customer risks and coordinate mitigation plans with internal stakeholders.

Support renewal strategies by demonstrating business value and maintaining strong executive relationships.

Requirements:

The ideal candidate is an experienced customer success professional with a strong technical background, excellent communication skills, and proven experience managing complex enterprise relationships.

8+ years of experience in technical account management, customer success, or post-sales roles within a technology company.

5+ years of experience supporting customers in public sector, federal, or highly regulated industries preferred.

Experience managing SaaS solutions for technical teams, including cybersecurity, DevOps, IT, or similar environments.

Strong ability to understand customer challenges, uncover opportunities, and translate technical requirements into business solutions.

Experience building strategic success plans, account strategies, and executive-level presentations.

Ability to collaborate effectively across Sales, Product, Engineering, Professional Services, and Customer Success teams.

Strong problem-solving skills with the ability to coordinate resources and drive complex initiatives forward.

Excellent written and verbal communication skills, with confidence engaging technical and executive stakeholders.

Experience working remotely and managing relationships across distributed teams is preferred.

Benefits:

Competitive annual compensation package with a target earnings range of $150,000–$170,000, including salary and commission.

Fully remote work environment with flexibility for candidates based in the Eastern Time Zone.

Opportunity to work with innovative automation technology used by leading organizations worldwide.

Collaborative culture focused on learning, growth, curiosity, and professional development.

Exposure to enterprise, regulated, and public sector customer environments.

Opportunity to influence product direction through direct customer feedback and strategic insights.

Inclusive workplace that values diverse perspectives, experiences, and backgrounds.

How Jobgether works: We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team. We appreciate your interest and wish you the best!  Why Apply Through Jobgether? 

Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.

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