Customer Success Manager - Public Sector

1 мес. назад

98k–150k USD / yearUSAMiddleRemote

automation

Manage post-sale customer journey for federal clients in public sector to drive adoption and value realization of automation software.

Обязанности

is seeking an experienced Customer Success Manager to join our Public Sector team, supporting mission-critical automation, AI, and transformation initiatives for customers across the Department of War.
In this role, you will own the post-sale customer journey, helping federal customers adopt , realize measurable mission value, and build durable automation programs. You will serve as a trusted advisor across business, technical, executive, and delivery stakeholders, ensuring customers have a clear adoption roadmap, active governance, visible outcomes, and a path toward renewal readiness and expansion.
This is a delivery-oriented Customer Success role for someone who can operate at the intersection of strategy, program execution, and technical complexity. You will partner closely with Account Executives, Sales Engineers, Technical Account Managers, Professional Services, Product, and customer teams to turn automation strategy into deployed value in secure federal environments.
Own the post-sale adoption strategy for assigned federal accounts, including the customer’s adoption and enablement roadmap, value delivery plan, and success milestones
Drive measurable value realization by helping customers define mission outcomes, track progress, identify adoption gaps, and connect usage to operational impact
Lead regular customer governance, including weekly status updates, monthly program reviews, and Executive Business Reviews / Quarterly Business Reviews
Build and maintain account-level visibility into delivery milestones, accomplishments, risks, upcoming activities, and dependencies
Serve as a trusted advisor to customer executives and program leaders, maintaining alignment around mission priorities, business outcomes, renewal readiness, and expansion opportunities
Orchestrate end-to-end adoption delivery across internal and external workstreams, ensuring Account Executives, Sales Engineers, TAMs, Professional Services, partners, and customer teams are aligned
Partner with TAMs and technical teams on platform health, technical roadmap, maturity reviews, testing considerations, and technical working sessions as needed
Navigate complex federal environments, including legacy system constraints, stakeholder dependencies, network access, security considerations, deployment blockers, and change management
Support customers in identifying and codifying automation, AI, and agentic opportunities through discovery sessions, workshops, and current-footprint analysis
Act as the voice of the customer within by surfacing customer needs, product feedback, risks, and adoption blockers to the right internal teams
Proactively identify and resolve issues by coordinating with customer stakeholders and teams to remove obstacles and keep adoption plans on track
Share best practices that help customers become more self-sufficient in operating, governing, and scaling their automation programs

Будет плюсом

Previous experience deploying automations in a federal environment
Experience navigating legacy system integrations, network access, test environments, security reviews, accreditation constraints, or production deployment blockers
Familiarity with products, automation lifecycle practices, agentic automation, AI-enabled workflows, or RPA program operations
Familiarity with software engineering, systems integration, technical deployment, DevOps, automation development, or solution engineering
Experience working with federal system integrators or consulting partners (e.g., Protiviti, Deloitte, Accenture Federal)
Experience supporting executive business reviews, value scorecards, adoption plans, renewal motions, or expansion strategy
Located in the DMV area (DC, Maryland, Virginia, Pennsylvania)
Maybe you don’t tick all the boxes above—but still think you’d be great for the job? Go ahead, apply anyway. Please. Because we know that experience comes in all shapes and sizes—and passion can’t be learned.
Many of our roles allow for flexibility in when and where work gets done. Depending on the needs of the business and the role, the number of hybrid, office-based, and remote workers will vary from team to team. Applications are assessed on a rolling basis and there is no fixed deadline for this requisition. The application window may change depending on the volume of applications received or may close immediately if a qualified candidate is selected.
We value a range of diverse backgrounds, experiences and ideas. We pride ourselves on our diversity and inclusive workplace that provides equal opportunities to all persons regardless of age, race, color, religion, sex, sexual orientation, gender identity, and expression, national origin, disability, neurodiversity, military and/or veteran status, or any other protected classes. Additionally, provides reasonable accommodations for candidates on request and respects applicants' privacy rights. To review these and other legal disclosures, visit our privacy policy .

Другое

The people at believe in the transformative power of automation to change how the world works. We’re committed to creating category-leading enterprise software that unleashes that power.
To make that happen, we need people who are curious, self-propelled, generous, and genuine. People who love being part of a fast-moving, fast-thinking growth company. And people who care—about each other, about , and about our larger purpose.
Could that be you?
Federal Experience: 3+ years of experience working with federal, public sector, defense, or intelligence clients with demonstrated passion for federal mission work
Consultative Background: Proven track record in customer-facing consultative roles (this is not an entry-level CSM position)
Demonstrated ability to manage post-sale customer relationships, drive adoption, and guide customers toward measurable business or mission value
Strong program orchestration skills, including experience managing milestones, risks, dependencies, executive updates, and cross-functional workstreams
Ability to build trusted relationships with both technical stakeholders and executive sponsors
Strong communication skills, including the ability to translate technical complexity into clear business and mission impact
Comfort operating in ambiguous, fast-moving environments where priorities, stakeholders, and technical constraints may evolve quickly
A proactive, delivery-minded approach to solving problems and keeping customers moving toward successful outcomes
Adaptability: Ability to thrive in 's evolving customer success model