Responsibilities
- Manage end-to-end customer success for a dedicated set of government clients in the UK and EMEA, guiding them from initial onboarding to renewal and growth.
- Act as the main strategic liaison for each account, building strong relationships with operational teams, executives, procurement, and security personnel.
- Create customized success strategies that align platform capabilities with agency missions and regulatory requirements to drive adoption and measurable outcomes.
- Track customer health and engagement patterns, proactively addressing risks and capitalizing on opportunities to support retention and expansion.
- Lead the full lifecycle of contract renewals and upsell initiatives, maintaining accurate forecasts and negotiating terms that serve both client and business needs.
- Partner with Sales, Product, Engineering, and Support teams to resolve challenges, share product roadmap insights, and advocate for government-specific requirements.
- Ensure all communications and documentation meet strict security and compliance standards set by clients and internal policies.
- Maintain detailed account records, including usage data, key outcomes, stakeholder changes, and next steps to ensure clarity and alignment.
- Champion government customer needs internally, influencing product development, policy, and service improvements based on real-world feedback.
- Help shape and improve the organization’s customer success approach for the public sector by sharing insights, lessons, and effective practices.
Benefits
- Hybrid work model with up to 90 days annually working remotely from nearly any location
- One-time £500 allowance to support home office setup
- Annual $1,000 learning and development fund for approved growth activities
- 25 days of paid annual leave plus public holidays
- One additional paid day off each year for your birthday
- Generous parental leave policy: 16 weeks of fully paid leave for eligible employees, regardless of gender or parental path
- Comprehensive private health insurance through Vitality
- Unlimited access to Spill, an employee mental health support service
- Life insurance coverage equal to four times annual salary
- Participation in a cycle-to-work program to support sustainable commuting
Work Arrangement
Hybrid
Other
- Applicants must be British citizens due to government security requirements.
- Candidates should be able and willing to obtain UK Security Check (SC) clearance.
- Applications from recruitment agencies will not be accepted.
