Customer Success Manager Public Sector (Onsite)

Job Title: Customer Success Manager Public Sector (Onsite)

Location: Columbia, MD
Employment Type: Full-Time

Job Summary:

We are seeking a motivated and experienced Customer Success Manager with a strong background in the public sector, specifically in managing relationships with state, county, and local government agencies. This individual will play a pivotal role in ensuring the successful delivery and long-term satisfaction of our public sector clients, while also supporting a growing sales team focused on expanding our presence in this domain.

Key Responsibilities:

Customer Success Management:

• Serve as the strategic point of contact for key public sector clients, ensuring client satisfaction, retention, and growth.
• Develop and execute customer success plans tailored to government agency needs.
• Build trusted relationships with state, county, and municipal stakeholders.
• Monitor client health and proactively resolve issues that may impact satisfaction or renewal.
• Drive adoption and value realization from our solutions.

Sales & Account Support:

• Lead a team of public sector account executives and sales representatives.
• Define and drive sales strategies targeting state, county, and local government agencies.
• Collaborate with marketing and product teams to tailor offerings and messaging for the public sector.
• Support the team in deal structuring, RFP responses, and client negotiations.

Cross-Functional Collaboration:

• Act as the voice of the customer internally by providing feedback to product, support, and implementation teams.
• Partner with legal, finance, and compliance teams to ensure alignment with government contracting requirements.

Metrics & Reporting:

• Track and report key success metrics including NPS, retention, product usage, and upsell opportunities.
• Provide regular updates and insights to senior management on client outcomes and success initiatives.

Qualifications:

• Bachelor s degree in business, Public Administration, or a related field (MBA or MPA a plus).
• 8+ years of experience in customer success, account management, or client services.
• 4+ years of experience leading or mentoring teams, preferably within the public sector.
• Strong understanding of state and local government procurement cycles and decision-making structures.
• Proven ability to lead high-performing teams, build relationships, and drive revenue growth.
• Excellent communication, negotiation, and stakeholder management skills.
• Experience working with government RFPs, SOWs, and contract vehicles is a plus.