PublicInput · 14 hours ago
Senior Customer Success Manager
United States
Full-time
Remote
Senior Level
7+ years expPublicInput develops and supports Software-as-a-Service (SaaS) solutions designed for government agencies and their consultant partners. The Senior Customer Success Manager will partner with PublicInput’s Flagship portfolio customers to promote full adoption of the PublicInput engagement platform by maximizing usage, creating value, and fostering satisfaction.
GovernmentGovTechSaaSSoftware
Responsibilities
Manage complex, high-stakes customer environments that may include technical challenges, evolving requirements, and heightened executive visibility
Gain a deep understanding of each customer’s strategic and operational goals. Develop short and long range plans that promote maximum value and align PublicInput’s full suite of capabilities
Identify barriers and promote creative solutions to help the customer achieve desired outcomes and their definition of success
Translate knowledge of public engagement best practices into credible recommendations that help influence the execution and effectiveness of the customer’s outreach efforts
Identify areas of opportunity within the portfolio for expansion across the enterprise and breadth of product offerings. Work cross functionally to develop and present the optimal feature packages and messaging
Ensure maximum users and exclusivity of core modules
Grow and cultivate strong customer sentiment by developing trust over time and delivering consistent follow-through
Represent the voice of the customer and act as the quarterback internally by escalating through appropriate channels and levels to ensure their challenges and expectations are heard and acted upon
Own the end-to-end renewal process, partnering closely with Finance throughout the 120 day renewal cycle to surface account nuances and proactively address renewal risk
Monitor account health and engagement signals to identify, mitigate and escalate risk early
Create and execute targeted playbooks to stabilize at risk accounts and strength renewals
Develop strong referenceable customers
Promote customer engagement with PublicInput events and customer panels
Qualification
Required
Minimum 7-10 years of experience Customer Success, preferably in a fast moving, evolving SaaS environment
Ability to converse and influence at senior levels both internally and externally
Track record of achieving expansion, upsell and cross sell sales goals
Track record of achieving retention goals
Preferred
Public sector experience a plus
Public engagement experience a plus
Benefits
Unlimited Paid Time Off: You know yourself best, so we trust you to take the time you need to maintain a rewarding work/life balance.
Group Health, Dental, and Vision Plan: PublicInput offers a company-subsidized healthcare plan that covers 100% of your medical premiums or up to $800 per month for you and your dependents. We also have options to add Dental, Vision, Life, and other benefit coverages for the employee and their family.
$1,000 HSA Contribution: PublicInput will contribute $1,000 annually (spread over each month) to an employee’s Health Savings Account (HSA).
Pre-tax 401 (k): The company provides access to make pre-tax contributions to a 401 (k) plan, and will match 50 cents on the dollar up to 6% of an employee’s base salary
Company
PublicInput
PublicInput is the leading US community engagement platform for government.
11-50 employees
Funding
Current Stage
Early StageTotal Funding
$6.11MKey Investors
Growth Street PartnersGregory Fisher
2021-10-22Series A· $6.1M
2016-12-01Pre Seed· $0.01M
Leadership Team
Jay Dawkins
CEO
Graham Stone
Vice President of Government Relationships
Company data provided by crunchbase