Job SummaryAs a Customer Success Manager, Public Sector, you'll independently own the end-to-end success of a portfolio of public sector accounts - acting as the voice of the customer internally and a trusted, strategic partner externally. You'll manage the full customer lifecycle from onboarding through renewal and growth, while continuously partnering with Account Executives and other cross-functional partners.
Responsibilities-Own the end-to-end retention experience for an assigned book of public sector accounts as their primary point of contact and trusted advisor.
-Understand each customer's mission, structure, and business needs to identify opportunities for deeper adoption and account growth.
-Act as a product expert and internal advocate for your customers - the Voice of the Customer - partnering with Product and Support on feedback and issue resolution.
-Build and execute account success plans and engagement cadences tailored to public sector budget and procurement cycles.
-Independently lead Executive Business Reviews (EBRs) for standard and mid-tier accounts, demonstrating clear product value and ROI.
-Own churn mitigation and renewal strategy for your portfolio; partner with Sales to drive strong net renewal and expansion outcomes.
-Navigate agency procurement processes and contract vehicles (e.g., GSA Schedule, state term contracts) to keep renewals and modifications on track.
-Contribute customer stories and references that support DeleteMe's public sector brand and pipeline.
-Mentor or buddy Junior CSMs on account management fundamentals as needed.
Experience-A minimum of 5+ years of experience as a Customer Success Manager, Onboarding Manager, Account Manager, or in a comparable customer-facing SaaS role.
-Demonstrated experience managing renewals, mitigating churn, and driving product adoption.
-Experience working cross-functionally with Sales, Marketing, Product, and Support to drive customer outcomes.
-Strong project management skills and the ability to manage multiple stakeholder relationships at once.
-Excellent critical thinking, problem-solving, written, and verbal communication skills.
Skills and Qualifications-Preferred candidates are located within the Eastern Time Zone (EST) of the United States.
-Ability to travel up to 20% to support onboarding, implementations, executive meetings, and key public sector engagements
-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.
-Working knowledge of federal, state, or local government procurement processes.
-Experience working for, or with, public sector organizations (federal agencies, government contractors, SLED, etc.).
-Familiarity with CRM/CS platforms (e.g., Salesforce, Gainsight, ChurnZero, Totango, or similar).
-Experience in the privacy, security, or threat intelligence industry.
What We Offer: Benefits and eligibility may vary based on role, location, employment status, and other factors.
- Comprehensive health benefits - Medical, Vision, Dental
- 401k retirement plan
- Paid Parental Leave
- 20 days of Paid Time Off
- 11 Company-Paid Holidays
- Birthday Off
- Work From Home Stipend
- Cell Phone Reimbursement
- Fitness Membership Reimbursement
- Child Care Reimbursement
- DeleteMe Gold Membership
- Discounted DM Plans for Friends and Family
$110,000 - $120,000 a year
We publish salary ranges to promote transparency and ensure fair compensation. Final offers are based on skills, experience, and internal equity.
