Senior Customer Success Manager

Role Overview

Rise8 is searching for a Customer Success Manager who has a passion for working with federal agency customers. The role requires shifting between various skill sets, managing new contracts, and aligning client goals with delivery outcomes.

What You Will Do

The Customer Success Manager will work across multiple accounts, collaborating with delivery teams and client stakeholders to ensure project success and client satisfaction. They will establish and guide the delivery team members through a streamlined account onboarding process and share any known context about the work they are about to engage in.

Why It Might Be a Fit

The ideal candidate will have a strong background in client-facing roles, experience in risk mitigation, and the ability to drive account growth and expansion while ensuring customer value and satisfaction.

Requirements

• 6-10 years of experience in Customer Success, Program Management, or Services Delivery, ideally with government agency customers
• Strong background in client-facing roles, working with stakeholders at various levels, including contract officers
• Proven ability to manage new contracts, onboard delivery teams, and align client goals with delivery outcomes
• Ability to shift between various skill sets such as Program Management, Onboarding, Digital Transformation, and Delivery Coordination, based on customer needs and with a focus on delivery, customer satisfaction, and long-term strategy
• Experience in risk mitigation, establishing metrics, and implementing agile methodologies for project success
• Experience managing multiple accounts simultaneously, collaborating with cross-functional teams (Product Managers, Designers, Engineers)
• Business-minded, with an ability to drive account growth and expansion while ensuring customer value and satisfaction
• Strong organization, communication, and facilitation skills
• Ability to travel up to 25%

Benefits

• Flexible schedule in a 100% distributed workforce
• Premium Insurance: We cover up to 100% of the employee premium and up to 80% of the combined dependent premium on our base health plan
• Retirement: 401k match at 10% gross pay
• Paid time off (PTO): 4 weeks combined accrued vacation and sick leave, 10 Federal holidays, your birthday, jury duty, and bereavement
• Education & Training: Accrued budget of up to $3,500 per year for classes, travel, events, and materials
• Home Office and Merch: We offer $750 per year for home office technology and equipment as well as $100 per year for Rise8 merch from our Swag Store
• Wellness Budget: To encourage and support a well-rounded healthy lifestyle, we cover 100% reimbursement on a variety of wellness activities and products, up to $500 per calendar year
• Equipment: We offer a MacBook Pro