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, in particular the U.S. Department of Veterans Affairs.  

You will be part of the leadership team for a large organization with multiple delivery functions and high complexity.  A large part of your focus will be on contract administration and employee onboarding/offboarding,  and you will need to be able to easily shift between skill sets in response to account needs.

To execute the program, you will work with a balanced leadership team, including a Customer Success Lead and Heads of Product, User-Centered Design, and Engineering.  You will need to collaborate highly with partners, internal Rise8 leadership, and high level government stakeholders.   

You’ll work with the customer Product Owner and Contracting Representative 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.  

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 measure the health of the overall account on a regular basis and contribute to remediation plans as needed.

Qualifications

• 5-10 years of experience in Customer Success, Program Management, or Services Delivery, ideally with federal agency customers particularly the U.S. Department of Veterans Affairs.
• Excellent communication, collaboration, and facilitation skills to work with both internal teams and customer stakeholders.
• Passion for growing your skills, tackling interesting work and challenging problems.
• Strong problem-solving abilities and capacity to adapt quickly to changing account needs.
• A business and ownership mindset with a focus on driving account strategy, customer satisfaction, and expansion opportunities.
• Expert program management skills, with experience overseeing onboarding, delivery coordination, and risk mitigation for clients.
• Demonstrated experience aligning with customer goals, ensuring value delivery, and driving measurable outcomes.
• Ability to travel up to 15%

Preferred Qualifications

• Familiarity with federal contracting, including working with Product Owners and Contracting Representatives
• Building and maintaining Customer Success practices and tools, such as Success Plans and Health Scores
• Knowledge of metrics and KPIs for measuring the success of digital transformation initiatives
• Practiced at building repeatable onboarding processes
• Escalation Management and the ability to deftly defuse situations
• Experience working with subbed partners

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. OR Rise8 is part of the 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).
• Rise8 is part of the 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