Vice President, Public Sector Customer Success

The VP of Public Sector Customer Success will lead the post-sale customer organization across the US Federal, State, Local, and Education (SLED) markets. This role requires full accountability for Customer Success Management, Professional Services, and Technical Support across the Public Sector practice.

About the role

• Build and scale a deliberate, scalable Public Sector customer organization meeting unique compliance, security, and engagement requirements.
• Ensure the Americas Commercial segment receives the same standard of support excellence as Public Sector counterparts.
• Own key performance metrics (NRR, GRR, CSAT, MTTR) and leverage AI and Salesforce tooling to consistently hit rigorous targets.
• Align with Sales, Product, Legal, and Compliance to secure renewals, mitigate customer risk, and champion the voice of the customer internally.
• Establish clear career pathways, drive a culture of continuous learning, and manage rigorous security and compliance boundaries.

Responsibilities

• Drive post-sale growth and retention by leading Customer Success, Professional Services, and Technical Support teams.
• Manage rigorous security and compliance boundaries in close partnership with Legal and Security teams.
• Lead professional services delivery in regulated environments.
• Build and scale customer success programs.
• Manage workforce management, case management tooling, knowledge management, and SLA governance.
• Work within or alongside a FedRAMP authorization boundary.
• Manage cleared personnel requirements and structure teams accordingly.

Requirements

• 12+ years of experience in customer success, professional services, or technical support with at least 5 years in a senior leadership role.
• Proven track record of leading and integrating Customer Success, Professional Services, and/or Support organizations in a high-growth enterprise SaaS environment.
• Deep experience in the US Public Sector — federal, SLED, or defense, including direct experience managing relationships with government customers at the executive level.
• Familiarity with government procurement and contracting frameworks including FedRAMP, FISMA, NIST 800-53, and IL4/IL5/IL6 requirements.
• Experience supporting or operating within FedRAMP-authorized environments.
• Experience working within or alongside a FedRAMP authorization boundary.
• Experience managing cleared personnel requirements and structuring teams to meet US person and security clearance obligations.
• Experience leading professional services delivery in regulated environments.
• Experience building and scaling customer success programs.

Qualifications

• Strong understanding of support operations.
• Familiarity with observability, monitoring, or infrastructure software.

Skills

• Data-driven decision-making.
• Executive presence.
• Collaboration.
• Leadership.

Benefits

• Competitive compensation package including base salary range of $220,000 - $275,000.
• Employee stock purchase plan.
• Company matching 401(k) plan for retirement.
• Medical/dental benefits.
• Unlimited personal time off.
• Right to work information.
• EEO/Affirmative Action employer.

Pay

Base salary range for this role is $220,000 - $275,000.

Schedule

N/A