Senior Customer Success Manager

About You

• You want to make tomorrow better than today. 
• You have a passion for driving amazing customer experience with ongoing alignment between delivery teams and stakeholders.
• You’re obsessed with delivering mission impacts and outcomes.
• You enjoy daily decision making and real product delivery.
• You help ensure project success and client satisfaction. 
• You enjoy collaborative teams, working across all internal groups and at all levels of the customer.
• You like to work alongside, and learn from, lean and agile leaders. 
• You are a creative problem solver who is comfortable with uncertainty.
• You’re a curious and keen learner who thrives on enhancing your (and our) practices and knowledge.

Customer Success at Rise8

We are searching for a Customer Success Manager who has a passion for working with federal agency customers.

You will need to be able to easily shift between skill sets in response to account needs.  In a single day you may need to wear various hats such as Program Manager, Onboarding Specialist, Digital Transformation Guide, and Delivery Coordinator, all while leveraging an empathetic and outcomes-focused approach.

You will work across multiple accounts at once.  You’ll collaborate closely with the delivery teams, which are typically composed of a Product Manager, User-Centered Designer, and Platform and/or Software Engineers, as well as the client stakeholders at multiple levels.

For new contracts, you will work with Practice Leadership and Recruiting to ensure the right staff is in place at the right time with the right skill sets.  You will establish and guide the delivery team members through a streamlined account onboarding process and share any known context about the work they are about to engage in.  You’ll work with key customer stakeholders including contract officers to ensure we are aligned on goals, identify and mitigate risks, establish metrics, have the right agile practices in place, and establish Deliverable and Invoicing submission processes.

As accounts mature, you’ll measure the health of the team and the account on a regular basis and drive remediation plans as needed.  You will work with the delivery team to ensure the customer realizes the value being delivered in line with their desired impacts.  Finally, with your business and ownership mentality, you’ll drive the account strategy that results in referenceable customers and expansion opportunities.

Qualifications

• 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.
• Ability to shift between various skill sets such as Program Management, Onboarding, Digital Transformation, and Delivery Coordination, based on customer needs and with a focus on delivery, customer satisfaction, and long-term strategy.
• Experience in risk mitigation, establishing metrics, and implementing agile methodologies for project success.
• Experience managing multiple accounts simultaneously, collaborating with cross-functional teams (Product Managers, Designers, Engineers).
• Business-minded, with an ability to drive account growth and expansion while ensuring customer value and satisfaction.
• Strong organization, communication, and facilitation skills
• Ability to travel up to 25%

Preferred Qualifications

• 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.

Salary 

The annual salary range for this role as it is posted is $160,000 to $200,000 regardless of final candidate location within the United States. The final job level and annual salary will be determined based on the education, qualification, knowledge, skills, ability, and experience of the final candidate(s), and calibrated against relevant market data and internal team equity. 

Benefits

• Flexible schedule in a 100% distributed workforce 
• Premium Insurance: We cover up to 100% of the employee premium and up to 80% of the combined dependent premium on our base health plan, depending on pay band. We also cover 100% of the premium for employee and dependent Dental and Vision as well as employee premiums for Life and Disability coverage.
• Retirement: 401k match at 10% gross pay.
• Paid time off (PTO): 4 weeks combined accrued vacation and sick leave, 10 Federal holidays, your birthday, jury duty, and bereavement.
• Education & Training: Accrued budget of up to $3,500 per year for classes, travel, events, and materials.
• Home Office and Merch: We offer $750 per year for home office technology and equipment as well as $100 per year for Rise8 merch from our Swag Store.
• Wellness Budget: To encourage and support a well-rounded healthy lifestyle, we cover 100% reimbursement on a variety of wellness activities and products, up to $500 per calendar year. 
• Rise8 is part of the Life Time Corporate Partner program. In lieu of your $500 annual wellness benefit, you can instead get a $75 monthly credit towards a Life Time membership ($900 annual benefit).
• Equipment: We offer a MacBook Pro