Key Responsibilities
Client Onboarding & Activation
- Own end-to-end onboarding from signed contract through go-live—you are the single point of accountability
- Conduct discovery sessions that map client workflows, success criteria, and internal politics
- Build tailored deployment plans that account for each client’s org structure, procurement processes, and compliance requirements
- Coordinate cross-functional resources (engineering, product, sales) to unblock deployments and hit timelines
Training & Enablement
- Design and deliver training programs tailored to diverse user personas—from analysts to executives
- Create account-specific playbooks, documentation, and enablement materials that drive self-sufficiency
- Develop internal champions within client organizations who become your force multiplier
- Run recurring office hours and check-ins that keep adoption on track and surface issues early
- Identify process improvements within client workflows that increase their win rates using our platform
Account Growth & Expansion
- Map client organizations for expansion opportunities—new teams, new use cases, new budget lines
- Partner with Sales on growth strategies that are rooted in demonstrated value, not just pitch decks
- Surface upsell and cross-sell opportunities based on actual usage patterns and deployment depth
- Drive renewals through ROI that’s documented, measurable, and obvious to the client’s leadership
Operational Excellence
- Build additional deployment playbooks and scalable processes that don’t exist yet—this function is yours to create
- Maintain account plans and health scores that give leadership real-time visibility into client risk and opportunity
- Identify cross-account patterns that inform product development, pricing, and go-to-market decisions
Required Qualifications
- 4+ years in Customer Success, Professional Services, Solutions Architecture, or Account Management at a high-growth B2B SaaS company
- Startup experience required—you’ve operated where the playbook didn’t exist and built one anyway
- Proven ability to manage complex enterprise accounts with multiple stakeholders, competing priorities, and long timelines
- Strong process orientation: you can map a client’s workflow, spot the gaps, and design a deployment plan around them
- Executive-level communication skills—you’re credible and composed in front of C-suite and senior government officials
- Data-driven analytical mindset: you measure success in adoption metrics and expansion revenue, not just NPS scores
- Proficiency with CRM and client success tooling (HubSpot, Gainsight, or similar)
Bonus: Government contracting or GovTech experience. If you know what a SAM.gov registration looks like or can explain the difference between a GSA schedule and a BPA, you’ll ramp faster.
Compensation & Benefits
- Base Salary: $100,000–$150,000 plus performance bonus
- Equity: Meaningful stake in a well-funded, fast-growing startup
- Benefits: 100% employer-paid medical, vision, and dental
- Unlimited PTO