Job Overview: As a Senior Customer Success Manager for the Public Sector, you will lead the strategic direction and account health for Findhelp's highest-profile, large-scale government clients (statewide agencies, major health plans, and enterprise public health systems). You will bridge the gap between executive policy objectives and day-to-day program execution. By building trusted partnerships with agency directors, C-suite executives, and policy leaders, you ensure Findhelp's technology delivers measurable SDoH outcomes, satisfies regulatory mandates, and expands cross-agency collaboration. You will navigate complex public sector governance, lead technical and policy-level escalations, and use advanced data analytics to safeguard high-value contract renewals.
Responsibilities and Duties:- Strategic Relationship Management: Manage executive-level relationships across high-revenue public sector accounts, acting as a trusted advisor to Agency Directors, Cabinet Officials, and Health System Leadership.
- Policy-Aligned Executive Storytelling: Design and deliver high-impact Executive Governance Reviews that connect platform analytics to broader policy goals, legislative mandates, and measurable clinical or financial outcomes.
- Customer Lifecycle: Own the post-award customer lifecycle for complex accounts, working alongside Sales, Legal, and Implementation teams to manage intricate governance, privacy, and compliance requirements.
- Program Expansion: Architect scalable best-practice blueprints and inter-agency mobilization strategies that expand Findhelp usage across new government divisions, regional districts, and partner networks.
- Data-Driven Strategy & AI Innovation: Harness Customer Success platforms (Vitally), HubSpot, and generative AI to model account risk, automate high-touch engagement strategies, and leverage interoperability ecosystems (e.g., Availity, EHRs) for cross-system workflows.
- Internal Advocacy & Escalation Management: Serve as the primary internal advocate for public sector requirements-translating regulatory, accessibility (Section 508), and technical needs directly to Product and R&D teams while swiftly navigating high-stakes customer escalations.
Qualifications: - Experience: 7+ years in Enterprise Customer Success, GovTech Consulting, or Strategic Account Management, managing large-scale public sector or healthcare portfolios.
- Strategic Leadership: An assertive, mission-driven problem solver who thrives in fast-paced, ambiguous regulatory environments and excels at driving social impact through technology.
- Deep Domain Expertise: In-depth understanding of government procurement cycles, inter-agency data sharing, healthcare interoperability tools (e.g., Availity, EHR integrations), and state/federal SDoH funding mechanisms.
- Executive Presence: Proven ability to build consensus, present to C-suite/appointed officials, and navigate complex, political public sector environments.
- Data & AI Proficiency: Expert command of Vitally, HubSpot, and generative AI tools to conduct predictive health scoring, automate account insights, and mitigate churn risks.
- Technical Advocacy: Skilled at translating complex policy and agency requirements into technical specifications for engineering and product teams.
We value being together : We believe being together enables stronger relationships, collaboration, and culture.
This position requires 5 days in-office, and candidates must be located in Nashville, TN.
Perks at Findhelp - 401k & equity grants
- Free food and onsite gym at our Austin HQ
- Paid parental leave
- Competitive PTO & 10 paid holidays
- Comprehensive Medical, Dental, and Vision insurance with 100% company-paid coverage for employee only coverage
- Dog-friendly office in Austin HQ
- 24/7 access to telemedicine and counseling
- Book Purchasing Program
Here are some of the ways we support our staff:
- Culture Committee
- Leadership Development Training
- Paid Volunteering Time
