Customer Success Manager, Public Sector

About This Opportunity

Our talent team is representing a confidential SaaS organization in a search for a Customer Success Manager, Public Sector. This is a remote role based in the USA, ideally located in the Eastern Time Zone. You'll work with government agencies and public sector entities to manage the full customer lifecycle — from onboarding through renewal and expansion.

As the primary point of contact for your portfolio, you'll independently drive retention, adoption, and growth while partnering closely with sales and cross-functional teams. This is a strategic, customer-facing role requiring deep understanding of public sector procurement and strong relationship management skills.

Responsibilities

• Own the end-to-end retention experience for an assigned book of public sector accounts, serving as their primary point of contact and trusted advisor
• Understand each customer's mission, structure, and needs to identify opportunities for deeper adoption and account growth
• Act as a product expert and internal advocate for your customers, partnering with Product and Support on feedback and issue resolution
• Build and execute account success plans and engagement cadences tailored to public sector budget and procurement cycles
• Independently lead Executive Business Reviews (EBRs) for standard and mid-tier accounts, demonstrating clear product value and ROI
• Own churn mitigation and renewal strategy for your portfolio; partner with Sales to drive strong net renewal and expansion outcomes
• Navigate agency procurement processes and contract vehicles (e.g., GSA Schedule, state term contracts) to keep renewals and modifications on track
• Contribute customer stories and references that support the organization's public sector brand and pipeline
• Mentor or buddy junior team members on account management fundamentals as needed

What We're Looking For

Required Experience:

• Minimum 5+ years as a Customer Success Manager, Onboarding Manager, Account Manager, or comparable customer-facing SaaS role
• Demonstrated experience managing renewals, mitigating churn, and driving product adoption
• Experience working cross-functionally with Sales, Marketing, Product, and Support to drive customer outcomes
• Strong project management skills and ability to manage multiple stakeholder relationships simultaneously
• Excellent critical thinking, problem-solving, written, and verbal communication skills

Preferred Qualifications:

• Located within the Eastern Time Zone (EST)
• Working knowledge of federal, state, or local government procurement processes
• Experience working for or with public sector organizations (federal agencies, government contractors, SLED, etc.)
• Familiarity with CRM/CS platforms (e.g., Salesforce, Gainsight, ChurnZero, Totango, or similar)
• Background in the privacy, security, or threat intelligence industry
• Ability to travel up to 20% for onboarding, implementations, executive meetings, and key engagements

How We Work With You

Candidates apply directly through Get A Job.ai. Our recruiting team will screen qualified applicants and coordinate interviews with the client organization. We handle the entire process from initial contact through offer negotiation. Please do not contact the client directly — all communication flows through our talent team to ensure a smooth, professional experience.

Pay

Pay details will be discussed with qualified candidates during the screening process. Final compensation is based on skills, experience, and internal equity at the client organization.

Get A Job.ai is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all candidates and employees.