[Hiring] Public Sector Customer Success Lead @GenLogs

Role Description

We're hiring a Public Sector Customer Success Lead to own and build the customer success function for our public sector users. You'll be responsible for everything from the moment an agency comes onboard through adoption, retention, expansion, and renewal — and you'll be the primary bridge between the government customers who use GenLogs every day and our product, engineering, and go-to-market teams.

Your first accounts will be in support of law enforcement teams working on counter-narcotics, counter-theft, and counter-human trafficking missions.

This is a leadership role, and it's a mission role. The right person has a proven track record in B2B SaaS, Account Management, or other industry customer success positions and understands the real pain of driving adoption in complex, high-stakes environments.

You'll use that experience to help GenLogs’ public sector customers get real value from our platform — often by seeing solutions and use cases they hadn't considered — and to make sure their needs shape where GenLogs goes next.

Who You'll Work With

• You'll report to GenLogs’ Head of Public Sector.
• Work day-to-day with our public sector team, customer success team, and product and engineering teams.
• Externally, coordinate with public sector partners at the local, state, and federal level.
• Support the government agencies that rely on GenLogs.

What You'll Do

• Own and build the customer success function for GenLogs' public sector customers — establishing the playbooks, standards, and (over time) the team that scales it.
• Lead the full lifecycle — onboarding, adoption, retention, expansion, and renewal across a growing foundation of agency accounts.
• Sit shoulder-to-shoulder with public sector users, in the field and remotely, helping them translate their workflows into effective platform queries and get to results.
• Design and deliver training and enablement for users across a wide range of technical comfort.
• Serve as the voice of the customer — capturing operational customer needs and translating them into clear, actionable input for product and engineering.
• Build relationships across ranks — from junior government employees to decision makers and procurement — and sustain trust over long government timelines.
• Tell the outcome story — connect platform usage to real results and fuel case studies, webinars, and conference talks within the confidentiality limits you'll help define.
• Be the credibility in the room. Join customer and pre-sales calls as the subject-matter expert who speaks the language and helps prospective agencies see what's possible.
• Take on the undefined — work with the public sector team on emerging government projects — customer discovery, new-account qualification, and research.
• Travel up to ~40% to be with your users where they work — in the office, roadside, or team room.

Who You Are

Required:

• You have substantial experience (5+ years) in B2B SaaS Customer Success, Account Management, or a related customer-facing leadership role in industry.
• You can travel up to ~40%, including into the field alongside law enforcement agencies and task forces.
• You're comfortable in a fast-moving, high-growth environment where the product, use cases, and playbooks are still being built.

The traits that matter most to us:

• Empathy — you empathize with public sector customers’ daily reality, which leads to trust.
• Intuitive, proactive problem-solving — you spot the use case or path a user hasn't considered.
• Comfort with ambiguity and self-direction — you have a bias for action and thrive when given the trust and freedom to take disciplined initiative.
• Patience — you meet people where they are and work through slow adoption and long timelines.
• Humility — you listen more than you talk and are quick to say what you don't know.

Bonus / Nice to Have:

• Prior experience working with law enforcement, public sector sales, or government technology.
• Data analytics background — the ability to fuse imperfect, heterogeneous data into a defensible conclusion.
• Familiarity with the commercial trucking and freight ecosystem (USDOT/FMCSA, motor carrier identity and vetting).
• Basic data skills (SQL/Python); CRM mastery (e.g., Salesforce, Gainsight).
• Experience working in prior startup or small-team SaaS environments.

Why Join

• Mission that matters — your work directly helps dismantle narcotics rings, rescue victims of trafficking, and recover stolen cargo.
• Serve those who serve — spend your days supporting the public servants engaged in sensitive truck-related missions in the US government.
• Build something — you'll own and shape a function from the ground up at a fast-growing, well-funded company.

The Honest Part

This is a critical seat at a Series B startup. The function is real but young — you'll inherit real accounts, thin process, and high expectations at the same time. The mission draw is genuine (safer roads, disrupted trafficking and theft networks), but most days are rigorous, unglamorous work: building trust one agency at a time, driving adoption, and turning a powerful platform into results users can feel. If that's the job you want, we want to meet you.

Benefits

• Healthcare: Employer-covered comprehensive medical, dental, and vision plans for employee and dependents.
• Employer contribution towards premiums of optional higher-end plans.
• Time Off: Unlimited PTO, sick leave, company holidays (GenLogs observes all federal US Government holidays), flexible leave for caregiving and medical needs.
• Family Support: Paid parental leave.
• Professional Development: Budget availability for approved professional development courses, certifications, and training.
• Travel Support: 100% travel reimbursement for all approved company travel and spending.
• Retirement Savings: 401(k) plan.