Job Description:You will own the customer relationship for approximately 40 to 50 primarily mid-market GovCon accounts. You are the person your customers call when they need to get more out of the platform, and you are the reason they keep getting value from it.
You will work alongside an Account Manager who owns renewals, upsell, and all contractual conversations. Your job is to make those conversations easy for them by making the customer successful, and to give them an accurate, early read on where each account stands.
You'll spend your days inside capture and proposal workflows with people who do this for a living. Credibility in GovCon matters here as much as customer success skill.
You will report to our Director of Customer Success and work alongside CSMs covering enterprise, mid-market, and SMB segments.
Key Responsibilities:Adoption and value realization- Building and executing a value realization plan for each account, tied to the customer's own pursuit and win goals
- Delivering quarterly business reviews that connect platform usage to bid and organizational outcomes, not feature tours
- Driving adoption breadth across the platform, not just the one workflow the customer bought for
- Training new users, new teams, and new champions as your accounts change shape
Account health and risk- Maintaining strong health scores across your book and keeping your read on each account current and defensible
- Surfacing risk early, using client data and feedback to identify trends, pain points, and opportunities, so there is time to do something about it
- Owning the adoption and engagement side of any save plan, and escalating to your team lead when an account needs more altitude
- Recognizing expansion signals (new teams, new pursuit volume, unmet needs) and handing them to your Account Manager with the context they need
Partnership and relationship building- Building strong relationships with your customers and ensuring their success with our AI-driven platform.
- Working in close partnership with your Account Manager: shared account plan, shared view of health, no surprises in either direction ahead of a renewal
- Translating customer pain into prioritized product input for our Product team
- Collaborating with other cross-functional teams, including Engineering and Sales, to address client needs and drive continuous improvement of our solutions.
- Contributing to CS playbooks, templates, and documentation as we build them
Required Experience:- 5+ years in GovCon business development, in roles such as Proposal Manager, Proposal Writer, Capture Manager, BD Analyst, Solutions Architect, or similar. You have lived through a compliance matrix, a color review, and a recompete.
- 2+ years in a customer-facing role where you were responsible for someone else's outcome: customer success, implementation, training, client-facing consulting, or account support.
- Comfort holding a substantive conversation with a director or VP, including a candid one about why adoption has stalled.
- Strong analytical instinct. You can look at usage data and tell the difference between an account that is fine and an account that is quietly dying.
- Excellent written communication. Much of this job is email that has to land the first time.
- Bachelor's degree Business, Communications, or a related field.
Preferred- Experience with mid-market or enterprise B2B SaaS accounts
- Working knowledge of generative AI and LLMs, and a real point of view on where they help and where they don't in a proposal shop
- Experience partnering with a sales or account management counterpart on a shared book
- Familiarity with GovWin, HigherGov, SAM.gov, or comparable market intelligence tooling
- Experience in a company scaling its CS function rather than one with mature process
Tools you'll use: Salesforce, Metabase, Gong, Intercom, Planhat, Claude, Jira, Slack, Google Workspace
Requirements:- U.S. citizenship with the ability to pass a Federal Background Check and Identity Verification.
Compensation and Benefits:- Compensation DOE.
- Competitive salary with performance based incentive plan and stock options in a rapidly growing, venture-backed company.
- Comprehensive health plan, ensuring you and your loved ones are well taken care of.
- Flexible work arrangements, including full remote work capabilities, to balance your professional and personal life.
- Extensive professional development opportunities, providing a fast track for career advancement.
