Customer Success Manager

Summary

Join DeleteMe as a Customer Success Manager, Public Sector and become the voice of the customer, working as a strategic business partner to optimize customer accounts. You will understand customer product usage, identify beneficial features, and drive customer retention. This role involves project management, account management, customer retention, product deployments, feedback loops, and growth opportunities. Success Managers ensure a successful client retention experience, act as product experts, and advocate for customers with internal stakeholders. They develop best practices, deliver value-added engagements, and provide executive business reviews. The role also includes mitigating logo churn, increasing renewal rates, and building a reference-able customer pipeline.

Requirements

• 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

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

Preferred Qualifications

• Experience within the Privacy, Security, or Threat Intelligence industry is a huge plus
• 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

Benefits

• Comprehensive health benefits - Medical, Vision, Dental
• Flexible work schedule
• 100% work from home
• Generous 401k matching up to 6%
• 20 days paid time off
• 15 sick days
• 12 company-paid holidays
• Childcare expense reimbursement
• Fitness and cell phone reimbursement
• Birthday time off