Customer Success Manager - Public Sector

Job Description

• Becoming a product expert and providing coaching and training.
• Ensuring an exceptional customer experience and supporting product adoption.
• Partnering with Sales to identify and close renewal and expansion opportunities.
• Tracking account health to identify growth opportunities and churn risks.
• Acting as a voice of the customer by providing feedback to the Product team.
• Managing and driving resolution of escalations.
• Collaborating with the Customer Success team to develop best practices.
• Managing the post-sales customer lifecycle.
• Increasing retention and revenue growth through regular check-ins and consultations.
• Scaling the Success team with service evolution and process improvement.

• At least 3 years of experience in customer success or account relationship management.
• Industry experience in ediscovery or legal technology is highly preferred.
• Experience working in or supporting government agencies is a plus.
• Exceptional oral and written communication skills.
• Comfortable in a fast-paced environment with strong time-management skills.
• Strategic, analytical, and process-driven.
• Passionate about technology and helping others.
• Authorized to work in the United States.

• Equity program
• 401(k) retirement plan with company matching
• Health, dental, and vision insurance
• Flexible Spending Accounts
• Paid parental leave and sick leave
• Paid vacation days and federal holidays
• Membership to Modern Health
• Annual allocation for Learning & Development
• Company-sponsored life and disability insurance
• Flexible work-from-home days
• Monthly home internet reimbursement