The Customer Success Manager will enhance the customer journey for public sector clients, focusing on privacy protection, collaboration with various teams, and fostering product adoption and retention.
Customer Success Manager, Public Sector
Job Summary
As a Customer Success Manager, Public Sector, you will own and shape the post-sale experience for state and judicial customers who rely on DeleteMe to protect highly sensitive personal data. This role goes beyond traditional customer success. You will serve as a trusted privacy advisor to public sector stakeholders, helping them operationalize privacy protection, drive adoption across complex organizations, and reduce risk exposure for individuals and institutions.
You will partner closely with customers navigating security concerns, internal change management, and public accountability, while also working cross-functionally within DeleteMe to inform product direction, onboarding strategy, and long-term retention. As this territory continues to grow, you will play a key role in establishing best practices and defining what “excellent” public sector customer success looks like at DeleteMe.
Responsibilities
-Own the end-to-end customer lifecycle for Public Sector accounts, including onboarding, implementation, adoption, renewal, and long-term retention
-Collaborate cross-functionally with Account Executives, Product, Support, Marketing, and leadership to deliver a cohesive customer experience
-Own renewals and retention, mitigate logo churn, and partner with Account Executives to identify and execute expansion opportunities
-Work cross-functionally with a variety of departments on projects to enhance the product and customer experience
-Ensure a successful client retention experience for DeleteMe Public Sector customers
-Understand DeleteMe customer’s business needs and opportunities for growth with existing customers
-Help create a reference-able pipeline of customers to highlight and elevate the ‘DeleteMe brand’ and overall brand awareness throughout the privacy industry
-Act as a product expert and representative for DeleteMe’s customers and customer advocate with internal DeleteMe stakeholders (Voice of the Customer)
-Develop and follow best practices for client engagements and deliver value adding customer engagements on an ongoing basis
-Provide Executive Business Reviews to high value customers to demonstrate product value
Experience
-A minimum of 5+ years of experience working as a Customer Success Manager, Onboarding Manager, or Account Manager, or commensurate experience.
-Prior federal, state, or local procurement process experience and/or knowledge.
-Experience working for or with Public Sector organizations (Federal Government agencies, government contractors, SLED, etc).
-Existing awareness of needs, opportunities and challenges that are specific to the Public Sector space to advance adoption of technology platforms and encourage relevant use cases.
-Experience working in a fast-paced SaaS environment.
-Experience developing deep client relationships to understand client needs and helping to optimize the customer experience.
-Experience with churn mitigation and renewal management.
-Experience increasing product adoption, net retention, and continually improving the overall customer experience.
-Experience working cross-functionally with sales, marketing, product, and support teams to drive positive customer outcomes
-Experience with project management principles and how to effectively manage stakeholder expectations.
-Experience within the Privacy, Security, or Threat Intelligence industry is a huge plus.
Skills and Qualifications
-Preferred candidates are located within the Eastern Time Zone (EST) of the United States.
-Ability to travel up to 20% to support onboarding, implementations, executive meetings, and key public sector engagements
-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.
What We Offer:
Comprehensive health benefits - Medical, Vision, Dental
Flexible work schedule
100% work from home
Generous 401k matching up to 6%
20 days paid time off
15 sick days
12 company-paid holidays
Childcare expense reimbursement
Fitness and cell phone reimbursement
Birthday time off
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