Customer Success Manager, Public Sector
Job Summary
As a Customer Success Manager, Public Sector you will act as the voice of the customer and work with customers as a strategic business partner to help them optimize their account around DeleteMe’s product offering. Customer Success Managers at DeleteMe strive to understand how customers use our product and what additional product features will benefit our customer base. Success Managers help drive the retention experience for our customers and strategize on optimizing the entire customer lifecycle. A critical stakeholder for client success, Success Managers will be involved in project management, account management, customer retention, product/feature deployments, customer feedback loops, customer growth opportunities, and more.
Responsibilities
Ensure a successful client retention experience for DeleteMe Public Sector customers
-Understand DeleteMe customer’s business needs and opportunities for growth with existing customers
-Act as a product expert and representative for DeleteMe’s customers and customer advocate with internal DeleteMe stakeholders (Voice of the Customer)
-Work cross-functionally with a variety of departments on projects to enhance the product and customer experienceDevelop best practices for client engagements and deliver value adding customer engagements on an ongoing basis
-Provide Executive Business Reviews to high value customers to demonstrate product value
-Mitigate logo churn and increase renewal rates; partner with sales to create excellent net renewal rates.
-Help create a reference-able pipeline of customers to highlight and elevate the DeleteMe brand and overall brand awareness throughout the privacy industry
Experience
-5+ years of experience working as a Customer Success Manager, Onboarding Manager, or Account Manager, or commensurate experience.
-Prior federal, state, or local procurement process experience and/or knowledge.
-Experience working for or with Public Sector organizations (Federal Government agencies, government contractors, SLED, etc).
-Existing awareness of needs, opportunities and challenges that are specific to the Public Sector space to advance adoption of technology platforms and encourage relevant use cases.
-Experience working in a fast-paced SaaS environment.
-Experience developing deep client relationships to understand client needs and helping to optimize the customer experience.
-Experience with churn mitigation and renewal management.
-Experience increasing product adoption, net retention, and continually improving the overall customer experience.
-Experience working cross-functionally with sales, marketing, product, and support teams to drive positive customer outcomes
-Experience with project management principles and how to effectively manage stakeholder expectations.
-Experience within the Privacy, Security, or Threat Intelligence industry is a huge plus.
Skills and Qualifications
-Preferred candidates are within the Washington, DC, Maryland, and Virginia (DMV) Metropolitan area.
-Positive and collaborative approach to problem solving.
-Excellent critical thinking and problem solving abilities.
-Excellent written and verbal communication abilities.
-Ability to effectively lead projects and manage stakeholder relationships.