[Hiring] Senior Customer Success Manager @Propelus

Role Description

The Senior Customer Success Manager (Government) is a strategic role designed for an expert navigator of the public sector where your work will make a huge difference in nurses. You will act as the primary, strategic partner for our most complex clients, including:

• Government regulatory boards
• Regulators
• Departments of health
• State agencies
• Associations

This will require creating the tactics and adapting your approach to match the needs and goals of your stakeholders. Success is defined by how effectively our technology supports the mission-critical mandates of public safety and professional integrity. You will take end-to-end ownership of the customer lifecycle, align our platform with agency missions, drive measurable compliance outcomes, and ensure sustained value realization across your portfolio.

What You’ll Do

• Strategic Relationship Management: Serve as the primary owner for a portfolio of government regulatory boards and state agencies, building trusted relationships with Executive Directors and state officials to ensure long-term stability.
• Mission-Aligned Strategy: Develop the plans that align our technology with the specific agency mandates, Department of Health regulations, and public-sector risk management priorities.
• Regulatory Enablement: Lead customized training programs that empower staff within regulators and associations to fully utilize the platform for audit readiness and governance excellence.
• Health & Usage Monitoring: Take end-to-end ownership of monitoring engagement metrics, translating data into "State of the Agency" insights that demonstrate sustained value and support long-term retention, and identify any potential problems that our solutions will help avoid.
• Complex Issue Triage: Act as the lead problem-solver for complex account hurdles, collaborating with internal product and government affairs teams, navigating the unique requirements of the ever-changing government landscape.
• Business Reviews: Conduct high-level strategic reviews to assess progress, identifying opportunities to deepen the partnership and improve compliance outcomes for regulators and boards.

Qualifications

• 5+ years of B2B SaaS Customer Success or Account Management experience
• Experience managing government, regulatory, or public health accounts
• Understanding of the red tape, the RFP cycles, and the unique stakeholders of the public sector
• Direct experience with healthcare compliance, state departments of health, or professional licensing is strongly preferred
• Comfortable speaking the language of regulators and state officials
• A self-sufficient professional who thrives in a remote environment
• Exceptional ability to communicate with non-technical government leaders
• A problem-solver who can identify a potential churn risk a year in advance and build the strategic rapport necessary to save the relationship

Requirements

• Experience mentioning team members and external stakeholders
• Familiarity with Gainsight and HubSpot
• Comfortably with change and ability to navigate from one priority to the next seamlessly, without finalized playbooks to help direct your approach

Benefits

• Health Insurance: We cover up to 100% of the premium for employee medical insurance. Plans for spouses and children are made affordable through Propelus’ generous contribution.
• Employees can choose from HSA, FSA, and traditional insurance options for medical, dental, and vision coverage for themselves and dependents.
• Generous PTO:
  • 0–4 yrs: 20 days
  • 5–9 yrs: 25 days
  • 10+ yrs: 30 days (accrues quarterly: Jan 1, Apr 1, Jul 1, Oct 1; and is available immediately)
• US-based teams observe 14 paid holidays each year.
• One floating holiday is yours to request on any day of your choice.
• You get 1 paid day off during your birth month, separate from your PTO.
• 16 hours of Volunteer Time Off available.
• 401K with company matching, as well as financial planning education and resources.
• Lifestyle Spending Account (LSA) for personal well-being expenses.
• Employee Assistance Programs providing 24/7/365 support.
• Carrot Fertility & Hormonal Support benefits.
• Beyond Med access to elective care at discounted rates.
• Spot Pet Insurance for emergencies and more.