[Hiring] Sr Customer Success Manager @Rise8

Role Description

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

• Lead a large organization with multiple delivery teams and high complexity.
• Shift between skill sets in response to account needs, wearing various hats such as Program Manager, Onboarding Specialist, Digital Transformation Guide, and Account Manager.
• Collaborate with a balanced leadership team, including a Delivery Lead and Heads of Product, User-Centered Design, and Engineering.
• Work with key customer stakeholders, including contract officers, account champions, and executive leadership.
• Align on goals, identify and mitigate risks, establish metrics, and celebrate wins over the course of the customer journey.
• Lead the strategy to leverage outcomes delivered and streamline customer experience.
• Measure the health of the account regularly and drive remediation plans as needed.
• Ensure the customer realizes the value being delivered in line with their desired impacts.
• Drive the account strategy that results in referenceable customers and expansion opportunities.

Qualifications

• 8-15 years of experience in Customer Success, Program Management, or Account Management, ideally with federal customers particularly the US Special Operations Command or other defense agencies.
• 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.
• Proven ability to manage multiple account teams and stakeholders across various disciplines and levels.
• Demonstrated experience aligning with customer goals, ensuring value delivery, and driving measurable outcomes.
• Ability to travel up to 25%.

Preferred Qualifications

• Local to the Tampa, FL, area.
• Current TS-SCI.
• 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.
• Ability to implement and refine agile practices tailored to client needs and delivery goals.
• Escalation Management and the ability to deftly defuse situations.
• Experience working with sub 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, 11 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 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.