Enterprise Customer Success Manager

Role Overview

Manage a large portfolio of enterprise government agency customers, delivering high-touch engagement and strategic guidance at scale. Build trusted advisor relationships with senior stakeholders and executive sponsors. Develop 3-5 year strategic agency plans in partnership with customers.

What You Will Do

Monitor customer health, drive product adoption, ensure customer satisfaction, and facilitate customer loyalty at scale. Develop and execute enterprise-level customer success strategies, account plans, and multi-year strategic plans.

Why It Might Be a Fit

This role offers a unique opportunity to collaborate with various internal teams, leverage CSM and Gov Tech industry best practices, and significantly impact our customers’ success. You will have the ability to travel regularly for on-site customer engagement and work in a dynamic, fast-paced environment.

Requirements

• 5+ years of experience in Customer Success, Account Management, or related roles
• At least 2+ years in an enterprise or senior CSM capacity
• Experience in Gov Tech or the public sector
• Deep expertise in Gainsight
• Proven ability to develop and execute enterprise-level customer success strategies
• Strong data analysis and visualization skills
• Excellent communication, presentation, and executive-level stakeholder management skills
• Demonstrated ability to own renewal health, forecast risk, and drive retention across a large book of business
• Experience partnering with Sales on upsell and cross-sell motions within an enterprise customer portfolio
• Familiarity with AI tools and the ability to identify and track AI use cases and adoption within customer workflows

Benefits

• Annual base salary range: $125,000 – $150,000
• Annual bonus target
• Flexible time off
• Comprehensive medical, dental, and vision plans
• Family planning benefits
• 401(k) retirement savings plan with company match
• Health savings account with company contributions
• Flexible spending account
• Life, accident, and disability coverage
• Business travel insurance
• Employee assistance programs
• Other well-being benefits