Sr Customer Success Manager

The role

You will manage multiple federal agency accounts by aligning delivery teams with client stakeholders. You will handle tasks ranging from onboarding and risk mitigation to driving account strategy and expansion.

What you will do

• Work across multiple accounts at once
• Collaborate with delivery teams and client stakeholders
• Ensure right staff is in place for new contracts
• Establish and guide delivery team members through account onboarding
• Work with contract officers to align on goals
• Identify and mitigate risks
• Establish metrics and agile practices
• Establish Deliverable and Invoicing submission processes
• Measure team and account health and drive remediation plans
• Drive account strategy for referenceable customers and expansion

Required qualifications

• 6-10 years of experience in Customer Success, Program Management, or Services Delivery
• Strong background in client-facing roles working with stakeholders including contract officers
• Proven ability to manage new contracts, onboard delivery teams, and align client goals with delivery outcomes
• Ability to shift between skill sets such as Program Management, Onboarding, Digital Transformation, and Delivery Coordination
• Experience in risk mitigation, establishing metrics, and implementing agile methodologies
• Experience managing multiple accounts simultaneously
• Strong organization, communication, and facilitation skills
• Ability to travel up to 25%

Nice to have

• Building and maintaining Customer Success practices and tools, such as Success Plans and Health Scores
• Practiced at building repeatable onboarding processes
• Familiarity with agile frameworks, digital transformation strategies, and client-specific goal alignment
• Escalation Management and the ability to deftly defuse situations
• Demonstrated ability to build and refine repeatable processes based on customer success experiments and learnings

Benefits

• Flexible schedule in a 100% distributed workforce
• Premium Insurance: covers up to 100% of employee premium and up to 80% of combined dependent premium on base health plan
• 100% coverage for employee and dependent Dental and Vision
• 100% coverage for employee premiums for Life and Disability
• 401k match at 10% gross pay
• 4 weeks combined accrued vacation and sick leave
• 10 Federal holidays
• Birthday, jury duty, and bereavement
• Accrued budget of up to $3,500 per year for classes, travel, events, and materials
• $750 per year for home office technology and equipment
• $100 per year for Rise8 merch
• 100% reimbursement on wellness activities up to $500 per calendar year or $75 monthly Life Time membership credit

Before you apply

• Requires U.S. citizenship
• Requires a background investigation

About the company

Rise8 builds custom, secure software for government organizations. They are a Great Place to Work® with a culture rooted in autonomy, growth, kindness, candor, and continuous learning.