Director of Customer Success â Public Sector
Director of Customer Success â Public Sector
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Job Description
Job Title: Director of Customer Success Public Sector
Location: Columbia MD (Onsite)
Employment Type: Full-Time
Job Summary:
We are seeking an experienced and dynamic Customer Success Director with a strong background in the public sector particularly in managing relationships with state county and local government agencies. This individual will play a key leadership role in ensuring successful delivery and long-term satisfaction for our public sector clients while also managing and mentoring a sales team focused on growing our presence in this domain.
Key Responsibilities:
Customer Success Management:
- Serve as the strategic point of contact for key public sector clients ensuring client satisfaction retention and growth.
- Develop and execute customer success plans tailored to government agency needs.
- Build trusted relationships with state county and municipal stakeholders.
- Monitor client health and proactively resolve issues that may impact satisfaction or renewal.
- Drive adoption and value realization from our solutions.
Sales Leadership & Strategy:
- Lead a team of public sector account executives and sales representatives.
- Define and drive sales strategies targeting state county and local government agencies.
- Collaborate with marketing and product teams to tailor offerings and messaging for the public sector.
- Support the team in deal structuring RFP responses and client negotiations.
- Cross-Functional Collaboration:
- Act as the voice of the customer internally by providing feedback to product support and implementation teams.
- Partner with legal finance and compliance teams to ensure alignment with government contracting requirements.
Metrics & Reporting:
- Track and report on key performance indicators such as NPS renewal rates upsell opportunities and team sales performance.
- Provide regular forecasts and insights to executive leadership.
Qualifications:
- Bachelors degree in business Public Administration or related field; MBA or MPA preferred.
- 10 years of experience in customer success account management or client services.
- 5 years managing sales or client-facing teams ideally in a public sector context.
- Strong understanding of state and local government procurement cycles and decision-making structures.
- Proven ability to lead high-performing teams build relationships and drive revenue growth.
- Excellent communication negotiation and stakeholder management skills.
- Experience working with government RFPs SOWs and contract vehicles is a plus.
Employment Type
Full-time
