Enterprise Customer Success Manager – Public Sector
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Job Description
Customer Success Manager driving adoption and retention among public sector agencies using 4M’s AI-powered subsurface utility mapping platform. Managing government relationships, expansion, escalations, and extensive field travel.
Responsibilities:
- Build and maintain relationships with a dedicated portfolio of public sector customers
- Own the full account lifecycle from onboarding through renewal
- Navigate complex public sector organizational structures and build multi-threaded relationships
- Lead change management as agencies adopt new ways of working
- Develop and execute data-driven strategies to drive engagement, adoption, and long-term retention
- Proactively mitigate account risk and position accounts for growth
- Serve as the primary point of contact for escalations and ensure swift resolution
- Identify expansion opportunities and partner with Sales, Marketing, and Product
- Implement roadmap features aligned with customer needs and platform direction
- Use data, BI tools, and AI to track customer health and usage
- Apply data and AI to account planning and reporting to scale a high-touch approach
- Advocate for customers internally and shape product improvements and best practices
- Travel for in-person district visits, on-site training, stakeholder meetings, and enterprise account engagement
- Report directly to the Director of Customer Success
Requirements:
- 4+ years’ experience as a Customer Success Manager
- Experience with state and local governments
- Understanding of agency structures across central offices, districts, and specialized units
- Proven track record of driving adoption and pitching growth or roadmap opportunities within key accounts
- Fluent with AI tools and demonstrated use of AI to work more efficiently as a Customer Success Manager
- Skilled in BI tools and data analysis, with ability to derive actionable insights
- Exceptional communication skills, including engagement with executive stakeholders
- Willing and able to travel up to 80% for in-person customer engagement
- Resourceful and adaptable, with strong ownership and accountability
- Preferred: Experience with Departments of Transportation (DOTs), deep knowledge of their operations, and/or internal connections
- Preferred: Expertise in project and change management frameworks, such as PMP or CM certification
- Preferred: Consulting experience prior to entering the tech industry
Benefits:
- Competitive compensation package with expected OTE range of $160,000-$180,000 (base salary not specified)
- Significant visibility and strategic alignment within the organization
- Opportunity to shape product improvements and best practices
- Opportunity to work with cross-functional teams and influence the future of utility data
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