Enterprise Customer Success Manager
$125,000–$150,000 year
Remote · United States
Job Summary
Enterprise CSM role managing a large portfolio of government agency customers, delivering high-touch engagement and strategic guidance; develops 3-5 year strategic agency plans aligned to product roadmap; travels to customer sites for on-site engagement; owns renewal health and drives retention; partners with Sales on upsell/cross-sell; builds KPI dashboards and data stories; benchmarks outcomes, identifies AI use cases, tracks adoption, and uses OKRs and VoC processes to influence product and service development; mentorship to teammates.
Required Qualifications
- 5+ years of experience in Customer Success or Account Management or related roles
- 2+ years in an enterprise or senior CSM capacity
- Experience in Gov Tech or the public sector
- Deep expertise with Gainsight (health scores, playbooks, reporting)
- Ability to develop and execute enterprise-level customer success strategies and multi-year plans
- Strong data analysis and visualization skills (KPI dashboards, data storytelling)
- Executive-level communication and stakeholder management (CXO-level)
- Experience owning renewal health, forecasting risk, and driving retention
- Experience partnering with Sales on upsell/cross-sell within enterprise portfolios
- Familiarity with AI tools and identifying AI use cases in customer workflows
- Willingness to travel regularly for on-site engagement
Apply with one swipe on Sorce. We auto-fill applications and apply on your behalf — no cover letters, no 40-minute forms.
Hiring someone like this?
Get your role in front of qualified candidates on Sorce.