Sr, Customer Success Manager

📋 Description

• Own a portfolio of up to 50 mid-market government agency accounts in your region, along with the
• Own gross dollar retention (GDR) for the segment by forecasting renewals, identifying risk early
• Own customer health in Gainsight, using health scores, playbooks, and CTAs to intervene well before
• Build trusted advisor relationships with CIOs, department directors, and business leaders, and lead
• Develop account plans for high touch accounts that connect agency goals to measurable outcomes, and
• Drive adoption and enablement across the region through training, onboarding support, adoption

🎯 Requirements

• 4+ years in SaaS Customer Success, Account Management, or a related field, including experience
• Experience managing 25 or more accounts at once against a touch-based segmentation model.
• 2+ years using Gainsight for health scoring, playbooks, and reporting.
• Demonstrated ownership of retention outcomes, including renewal forecasting, risk identification
• Strong data skills, including building dashboards and reporting that tell a clear story about
• Excellent communication and presentation skills, including leading business reviews with CIOs and

🎁 Benefits

• Flexible time off
• Comprehensive medical, dental, and vision plans
• Family planning benefits
• 401(k) retirement savings plan with company match
• Health savings account with company contributions
• Flexible spending account