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Customer Success Manager

2 weeks, 6 days ago
United States
Full-time
Senior
Customer Success Manager
Customer and Technical Support
Agile
Apply Now
Rise8

Rise8

Rise8 is a full-stack digital transformation firm specializing in software development for critical missions. With a focus on innovation, they help organizations save resources and execute elite-level missions. Partnering with high-compliance organizat...

Internet Software & Services
11-50
Founded 2019
View All Jobs 14

Description

  • Manage multiple federal customer accounts and adapt between program management, onboarding, delivery coordination, and transformation support as account needs change.
  • Collaborate with delivery teams, including product managers, designers, and engineers, as well as client stakeholders at multiple levels.
  • Partner with Practice Leadership and Recruiting to ensure the right team is staffed for new contracts.
  • Lead account onboarding by guiding delivery team members, sharing work context, and establishing a streamlined onboarding process.
  • Work with customer stakeholders, including contract officers, to align on goals, identify risks, establish metrics, and define agile practices.
  • Set up deliverable and invoicing submission processes for new engagements.
  • Monitor team and account health over time and drive remediation plans when needed.
  • Ensure customers realize value from delivery work and that outcomes align with desired mission impacts.
  • Develop account strategy to create referenceable customers and expansion opportunities.

Requirements

  • 6-10 years of experience in Customer Success, Program Management, or Services Delivery, ideally with government agency customers.
  • Strong background in client-facing roles working with stakeholders at various levels, including contract officers.
  • Proven ability to manage new contracts, onboard delivery teams, and align client goals with delivery outcomes.
  • Experience shifting between program management, onboarding, digital transformation, and delivery coordination based on customer needs.
  • Experience in risk mitigation, establishing metrics, and implementing agile methodologies.
  • Experience managing multiple accounts simultaneously while collaborating with cross-functional teams.
  • Business-minded approach with the ability to drive account growth and expansion while maintaining customer value and satisfaction.
  • Strong organization, communication, and facilitation skills.
  • Ability to travel up to 25%.
  • U.S. citizenship required, with the ability to pass a background investigation.
  • Preferred: Experience building and maintaining Customer Success practices and tools such as Success Plans and Health Scores.
  • Preferred: Experience building repeatable onboarding processes.
  • Preferred: Familiarity with agile frameworks, digital transformation strategies, and client-specific goal alignment.
  • Preferred: Experience in escalation management and de-escalating difficult situations.
  • Preferred: Ability to build and refine repeatable processes based on customer success experiments and learnings.

Benefits

  • Flexible schedule in a 100% distributed workforce.
  • Premium insurance with up to 100% of the employee premium covered and up to 80% of the combined dependent premium on the base health plan, depending on pay band.
  • 100% coverage of employee and dependent dental and vision premiums, plus employee life and disability coverage.
  • 401(k) match at 10% of gross pay.
  • Paid time off including 4 weeks of accrued vacation and sick leave, 10 federal holidays, birthday off, jury duty, and bereavement leave.
  • Up to $3,500 per year for education and training.
  • $750 per year for home office technology and equipment plus $100 per year for Rise8 merch.
  • Wellness reimbursement up to $500 per calendar year, or a $75 monthly Life Time membership credit in lieu of the wellness benefit.
  • MacBook Pro provided as equipment.

Interested in this position?

Apply directly on the company website

Apply Now

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