[Hiring] Customer Success Manager @Propelus

Role Description

As a Customer Success Manager (Government & Regulatory), you will play a vital role in ensuring the successful adoption and utilization of our products and solutions with licensure boards and associations. You will be responsible for building and nurturing strong relationships with assigned clients and partners, understanding their unique needs and challenges, and proactively guiding them toward achieving their compliance goals.

This role focuses on providing ongoing support, driving product adoption, and identifying opportunities to expand our solutions within existing accounts, with the end goal of supporting licensees. You will collaborate with internal teams to address client needs and contribute to the overall success of the Government Excellence department, thereby driving customer satisfaction and retention.

What You'll Do

• Client Relationship Management: Serve as the primary point of contact for a portfolio of licensure boards and associations, building trusted relationships across staff, management, and senior leadership to support long-term partnership.
• Adoption & Enablement: Onboard new users and conduct or coordinate training sessions that ensure clients can effectively utilize our compliance management technology to support their licensees.
• Ongoing Engagement: Lead regular check-in calls and account reviews to understand evolving client needs, assess product usage, and proactively address questions or concerns.
• Usage Monitoring: Track client engagement and usage data, translating insights into recommendations that help clients optimize their use of the platform.
• Issue Resolution: Identify and address potential barriers to client success, escalating complex issues to senior team members or partner departments when needed.
• Cross-Functional Collaboration: Partner with external affairs, sales, and marketing teams to surface opportunities for expanding our solutions within existing accounts, and document client interactions, issues, and resolutions in our CRM system.
• Success Planning: Support the development and execution of client success plans aligned to each board or association's goals and objectives.

Qualifications

• 2+ years of experience in Customer Success, Account Management, or a similar role, preferably within the technology or software industry.
• Experience working with government agencies, licensure boards, or public sector organizations is strongly preferred.
• Bachelor's degree in a related field (Business Administration, Public Policy, etc.) or equivalent professional experience.
• Solid understanding of compliance management principles and practices, with the ability to translate product functionality into clear value for client teams.
• Strong communication, interpersonal, and presentation skills, with the ability to build rapport across all levels of a client organization.
• Excellent problem-solving and analytical abilities, with demonstrated experience managing multiple clients and prioritizing effectively.
• Proficiency in CRM or Customer Success software and tools such as Gainsight, HubSpot, or Salesforce, with basic project management skills to manage small-scale initiatives.

Benefits

• Awarded one of BuiltIn's 2025 Best Places to Work and honored as a Silver Stevie® Award Winner in the 2025 Stevie Awards For Great Employers.
• Professional development allowance to help you grow in the ways that mean the most to you.
• Flexibility for balancing work with the rest of life and ample PTO, including paid time off for volunteering, your birthday, and becoming a new parent.
• For US Employees: 401K with company matching, as well as financial planning education and resources.
• Employees can choose from HSA, FSA, and traditional insurance options for medical, dental, and vision coverage for themselves and dependents.
• Lifestyle Spending Account (LSA): We support personal well-being by offering an annual lifestyle spending account that you can use for what matters most to you—whether it’s a gym membership, a meditation app, WFH equipment, or fresh produce delivered to your door.
• For LATAM Employees: Your health is our top priority! We cover 100% of your health insurance premiums. Our plans include national and international coverage, so you're protected no matter where you are.
• Propelus Flex Club: Our flexible benefits platform gives you monthly points to redeem on what you need most. Plus, you'll get access to exclusive discounts just for being part of our team.
• We've got you covered with a life insurance policy, paid 100% by the company. You can also add your beneficiaries at an exclusive, discounted rate.

Company Description

We are an equal opportunity employer and value diversity at Propelus. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. Candidates from all backgrounds are encouraged to apply.

Full-time positions are scheduled to work 40 hours per week, M-F unless required otherwise by projects. Part-time positions are scheduled to work a maximum of 30 hours per week. Equipment, benefits, and perks are not provided to part-time or temporary employees.