Manager, Customer Success Management - Public Sector

Leadership and People Management:

• Build, lead, and mentor a team of CSMs, creating a collaborative and high-performance culture.
• Support career development, performance management, and skill enhancement within the team.

Strategic Planning and Execution:

• Collaborate with CSM and Professional Services leaders to shape the Customer Success strategy.
• Drive customer engagement strategies and implement automation to scale efficiently.

Customer Management and Growth:

• Monitor adoption metrics and work with CSMs to mitigate churn and drive account expansion.
• Build executive-level relationships and act as the voice of the customer to influence product improvements.

Retention and Continuous Improvement:

• Develop precise renewal forecasts and collaborate with sales on weekly projections.
• Implement operational processes and monitor industry trends to stay ahead of market demands.