Director of Customer Success Public Sector (Onsite)

Job Title: Director of Customer Success Public Sector

Location: Columbia, MD (Onsite)

Employment Type: Full-Time

Job Summary:

We are seeking an experienced and dynamic Customer Success Director with a strong background in the public sector, particularly in managing relationships with state, county, and local government agencies. This individual will play a key leadership role in ensuring successful delivery and long-term satisfaction for our public sector clients, while also managing and mentoring a sales team focused on growing 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 Leadership & Strategy:

• 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 on key performance indicators such as NPS, renewal rates, upsell opportunities, and team sales performance.
• Provide regular forecasts and insights to executive leadership.

Qualifications:

• Bachelor's degree in business, Public Administration, or related field; MBA or MPA preferred.
• 10+ years of experience in customer success, account management, or client services.
• 5+ years managing sales or client-facing teams, ideally in a public sector context.
• 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.