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DeleteMe · 14 hours ago

Public Sector, Customer Success Manager

United States

Full-time

Hybrid

Senior Level

5+ years exp

DeleteMe is a company focused on protecting sensitive personal data, and they are seeking a Customer Success Manager for the Public Sector. In this role, you will manage the post-sale experience for state and judicial customers, serving as a privacy advisor and ensuring customer satisfaction while collaborating cross-functionally to enhance product and service delivery.

Ad NetworkE-CommerceInformation TechnologyInternetPrivacy

Growth Opportunities

Responsibilities

Own the end-to-end customer lifecycle for Public Sector accounts, including onboarding, implementation, adoption, renewal, and long-term retention

Collaborate cross-functionally with Account Executives, Product, Support, Marketing, and leadership to deliver a cohesive customer experience

Own renewals and retention, mitigate logo churn, and partner with Account Executives to identify and execute expansion opportunities

Work cross-functionally with a variety of departments on projects to enhance the product and customer experience

Ensure a successful client retention experience for DeleteMe Public Sector customers

Understand DeleteMe customer’s business needs and opportunities for growth with existing customers

Help create a reference-able pipeline of customers to highlight and elevate the ‘DeleteMe brand’ and overall brand awareness throughout the privacy industry

Act as a product expert and representative for DeleteMe’s customers and customer advocate with internal DeleteMe stakeholders (Voice of the Customer)

Develop and follow 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

Qualification

Customer Success ManagementPublic Sector ExperienceSaaS Environment ExperienceChurn MitigationProject ManagementStakeholder ManagementCritical ThinkingVerbal CommunicationWritten CommunicationProblem Solving

Required

A minimum of 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

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

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