Customer Success Lead
Core
Lead the evolution of a Customer Success organization to drive durable adoption, measurable outcomes, and predictable retention for government clients using data-driven policymaking software.
Role type
Senior Customer Success Lead (IC)
Builds
Scalable Customer Success operating system, playbooks, and customer-facing collateral for government stakeholders
Domain
Government / Public Sector / GovTech
Deliverable
production ML models | product features | dashboards & analysis | client delivery
Required skills
Customer Success leadership, retention strategy, complex renewal negotiation, adoption enablement, cross-functional partnership, process building, stakeholder management, data analysis
Preferred skills
Public sector or govtech experience, policy interest
Technologies
N/A
Responsibilities
Lead and scale the Customer Success function with specialization and clear ownership; Own renewals end-to-end including strategy, pricing, and negotiation; Drive adoption and outcomes through onboarding reinforcement and success plans; Build relationships with government employees at multiple seniority levels; Identify and lead expansion opportunities with Sales and Professional Services; Establish and iterate CS playbooks and customer-facing collateral; Manage customer support coverage and prioritize issue resolution; Serve as the internal voice of the customer to partner with Product and Engineering; Report on customer health, adoption, and renewal status to leadership
Seniority
Senior, hands-on IC with leadership responsibilities
