Customer Success Manager, Public Sector
Job Summary
As a Customer Success Manager, Public Sector, you'll independently own the end-to-end success of a portfolio of public sector accounts — acting as the voice of the customer internally and a trusted, strategic partner externally. You'll manage the full customer lifecycle from onboarding through renewal and growth, while continuously partnering with Account Executives and other cross-functional partners.
Responsibilities
Own the end-to-end retention experience for an assigned book of public sector accounts as their primary point of contact and trusted advisor
Understand each customer's mission, structure, and business needs to identify opportunities for deeper adoption and account growth
Act as a product expert and internal advocate for your customers — the Voice of the Customer — partnering with Product and Support on feedback and issue resolution
Build and execute account success plans and engagement cadences tailored to public sector budget and procurement cycles
Independently lead Executive Business Reviews (EBRs) for standard and mid-tier accounts, demonstrating clear product value and ROI
Navigate agency procurement processes and contract vehicles (e.g., GSA Schedule, state term contracts) to keep renewals and modifications on track
Contribute customer stories and references that support DeleteMe's public sector brand and pipeline
Mentor or buddy Junior CSMs on account management fundamentals as needed
Experience
A minimum of 5+ years of experience as a Customer Success Manager, Onboarding Manager, Account Manager, or in a comparable customer-facing SaaS role
Demonstrated experience managing renewals, mitigating churn, and driving product adoption
Strong project management skills and the ability to manage multiple stakeholder relationships at once
Excellent critical thinking, problem-solving, written, and verbal communication skills
Skills And Qualifications
Preferred candidates are located within the Eastern Time Zone (EST) of the United States
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
Working knowledge of federal, state, or local government procurement processes
Familiarity with CRM/CS platforms (e.g., Salesforce, Gainsight, ChurnZero, Totango, or similar)
Experience working for, or with, public sector organizations (federal agencies, government contractors, SLED, etc.)
Experience in the privacy, security, or threat intelligence industry
What We Offer
Comprehensive health benefits - Medical, Vision, Dental
401k retirement plan
Paid Parental Leave
20 days of Paid Time Off
11 Company-Paid Holidays
Birthday Off
Work From Home Stipend
Cell Phone Reimbursement
Fitness Membership Reimbursement
Child Care Reimbursement
DeleteMe Gold Membership
Discounted DM Plans for Friends and Family