Senior Customer Success Manager (Public Sector)

TL;DR

Senior Customer Success Manager (Public Sector): Managing the end-to-end customer lifecycle for public sector accounts with an accent on adoption, health, governance, and retention. Focus on building trusted relationships with agency stakeholders, driving renewals, and resolving complex customer issues in a regulated environment.

Location: Must be based in the US (Hybrid options in Portland, Atlanta, New York, or Pleasanton; Remote available).

Company

hirify.global provides communication compliance and archiving solutions for highly regulated organizations.

What you will do

• Own a portfolio of public sector accounts, managing the full customer lifecycle from adoption to renewal.
• Prepare and host business reviews for top-tier accounts to demonstrate value and drive growth.
• Identify at-risk clients and execute remediation strategies to minimize churn.
• Partner with internal Sales and Product teams to identify growth opportunities and act as the voice of the customer.
• Resolve customer issues and billing discrepancies by collaborating with internal stakeholders.
• Process contract changes, including add-ons, downgrades, and cancellations.

Requirements

• Must be based in the US.
• 3+ years of experience in customer success, preferably within the public sector or regulated industries.
• Proven track record of building long-term customer relationships and driving health metrics.
• Ability to navigate multi-stakeholder organizations and present to senior agency leaders.
• Strong organizational skills with the ability to manage multiple priorities.
• BA/BS degree or 4+ years of equivalent professional experience.

Nice to have

• Familiarity with government procurement processes and budget cycles.

Culture & Benefits

• Collaborative team environment focused on professional growth.
• Opportunity to make a significant impact on public sector digital transformation.
• Competitive compensation and benefits package.