Customer Success Manager

Job TitleYou will own the customer relationship for approximately 40 to 50 primarily mid-market GovCon accounts. You are the person your customers call when they need to get more out of the platform, and you are the reason they keep getting value from it.You will work alongside an Account Manager who owns renewals, upsell, and all contractual conversations. Your job is to make those conversations easy for them by making the customer successful, and to give them an accurate, early read on where each account stands.You'll spend your days inside capture and proposal workflows with people who do this for a living. Credibility in GovCon matters here as much as customer success skill.You will report to our Director of Customer Success and work alongside CSMs covering enterprise, mid-market, and SMB segments.Key ResponsibilitiesAdoption and value realizationBuilding and executing a value realization plan for each account, tied to the customer's own pursuit and win goalsDelivering quarterly business reviews that connect platform usage to bid and organizational outcomes, not feature toursDriving adoption breadth across the platform, not just the one workflow the customer bought forTraining new users, new teams, and new champions as your accounts change shapeAccount health and riskMaintaining strong health scores across your book and keeping your read on each account current and defensibleSurfacing risk early, using client data and feedback to identify trends, pain points, and opportunities, so there is time to do something about itOwning the adoption and engagement side of any save plan, and escalating to your team lead when an account needs more altitudeRecognizing expansion signals (new teams, new pursuit volume, unmet needs) and handing them to your Account Manager with the context they needPartnership and relationship buildingBuilding strong relationships with your customers and ensuring their success with our AI-driven platform.Working in close partnership with your Account Manager: shared account plan, shared view of health, no surprises in either direction ahead of a renewalTranslating customer pain into prioritized product input for our Product teamCollaborating with other cross-functional teams, including Engineering and Sales, to address client needs and drive continuous improvement of our solutions.Contributing to CS playbooks, templates, and documentation as we build themRequired Experience5+ years in GovCon business development, in roles such as Proposal Manager, Proposal Writer, Capture Manager, BD Analyst, Solutions Architect, or similar. You have lived through a compliance matrix, a color review, and a recompete.2+ years in a customer-facing role where you were responsible for someone else's outcome: customer success, implementation, training, client-facing consulting, or account support.Comfort holding a substantive conversation with a director or VP, including a candid one about why adoption has stalled.Strong analytical instinct. You can look at usage data and tell the difference between an account that is fine and an account that is quietly dying.Excellent written communication. Much of this job is email that has to land the first time.Bachelor's degree Business, Communications, or a related field.PreferredExperience with mid-market or enterprise B2B SaaS accountsWorking knowledge of generative AI and LLMs, and a real point of view on where they help and where they don't in a proposal shopExperience partnering with a sales or account management counterpart on a shared bookFamiliarity with GovWin, HigherGov, SAM.gov, or comparable market intelligence toolingExperience in a company scaling its CS function rather than one with mature processTools you'll use: Salesforce, Metabase, Gong, Intercom, Planhat, Claude, Jira, Slack, Google WorkspaceRequirementsU.S. citizenship with the ability to pass a Federal Background Check and Identity Verification.Compensation and BenefitsCompensation DOE.Competitive salary with performance based incentive plan and stock options in a rapidly growing, venture-backed company.Comprehensive health plan, ensuring you and your loved ones are well taken care of.Flexible work arrangements, including full remote work capabilities, to balance your professional and personal life.Extensive professional development opportunities, providing a fast track for career advancement.Notice: Background Check RequiredAs part of our employment process, a background check is required. The background check may include a review of your credit history, criminal records, and employment verification, among other items. This check is conducted in compliance with the Fair Credit Reporting Act (FCRA). By applying for this position, you acknowledge and consent to this process.Procurement Sciences is an equal opportunity employer and is committed to a diverse and inclusive workplace. We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status. We encourage candidates from all backgrounds to apply