Customer Success Manager - Public Sector

findhelp; Austin (TX); On-site; USD 110,000 - 140,000; Full time

Benefits offered by this job

401k & equity grants

Free food and onsite gym at our Austin

Paid parental leave

Competitive PTO & 10 paid holidays

Medical, Dental, Vision insurance with

Dog-friendly office in Austin HQ

Telemedicine and counseling

Book Purchasing Program

Job summary

Findhelp is seeking a Senior Customer Success Manager for the Public Sector to lead strategic health and growth of high-value government and community-based customers. You will own the lifecycle from onboarding to QBRs, coordinating with Sales, Implementation, and Product Support to ensure value realization and retention.

Responsibilities include strategic relationship management, executive storytelling, and driving data-driven adoption using Vitally and HubSpot, with a focus on public sector

Qualifications

• 7+ years of experience in Enterprise Customer Success, Account Management, or Strategic Consulting with a high-revenue portfolio.
• Public Sector Expertise strongly preferred: experience with state/local government agencies or community organizations.
• Executive presence and storytelling: build trust with C-suite and deliver high-impact QBRs.
• Advanced Data & AI Proficiency: expert with Vitally, HubSpot, and Generative AI to automate workflows and monitor health.
• Lifecycle Mastery: ownership of sales-to-service hand-offs and end-to-end implementation for complex enterprise clients.
• Technical Advocacy: translate client feedback into product requirements and manage escalations with engineering.
• Strategic problem solving: thrive in fast-paced, ambiguous environments and improve social determinants of health.

Responsibilities

• Strategic Relationship Management with enterprise customers and stakeholders.
• Executive storytelling &: deliver QBRs aligning usage with clinical/financial goals.
• End-to-end customer lifecycle ownership across discovery to adoption.
• Drive product adoption and mobilization through staff training and best-practice blueprints.
• Use Vitally, HubSpot and AI to monitor health, identify risks and optimize workflows.
• Advocate for customers internally; influence product roadmap and resolve escalations.
• Monitor usage metrics to address deployment hurdles and improve adoption.

Skills

Enterprise CS leadership

Public sector expertise

Executive presence & storytelling

Advanced data & AI proficiency

Lifecycle management

Technical advocacy

Strategic problem solving

Tools

Vitally

HubSpot

Job description

Customer Success Manager - Public Sector

At Findhelp, we’ve built a comprehensive platform of products and services that make it easy for you to connect people to resources, follow them on their journey, and track your impact in a fast and reliable way. Our industry-leading social care network includes more than half a million local, state, and national programs that serve every ZIP Code in the country, from rural areas to major metropolitan centers. Findhelp is headquartered in Austin, Texas and has been enabling healthcare, government, education, and other organizations to connect people with the social care resources that serve them, with privacy and security, since 2010.

As a mission driven organization, we are focused on creating a positive impact by connecting people in need to the programs that serve them with dignity and ease. Powered by our proprietary technology that enables people to find the resources available in their area, we have helped millions of Seekers find food, health, housing and employment programs.

As a Senior Customer Success Manager, you will lead the strategic health and growth of high-value customers, bridging the gap between executive strategy and tactical execution. You will own the entire customer lifecycle—from seamless sales-to-service hand-offs and onboarding to delivering high-impact Quarterly Business Reviews for C-suite stakeholders. By acting as a primary internal advocate, you will collaborate with R&D and Product Support teams to resolve technical escalations and ensure platform functionality aligns with clinical and financial goals. We are looking for an assertive professional who thrives in fast-paced environments and has the ability to translate complex data into actionable strategies that optimize outcomes within our customer’s ecosystem.

Responsibilities and Duties:

• Strategic Relationship Management : Serve as the primary point of contact for a portfolio of enterprise customers, building trust-based relationships with stakeholders from operational users to C-suite leadership to ensure measurable value, retention, and revenue growth.
• Executive Storytelling & Reporting : Design and deliver high-impact Quarterly Business Reviews (QBRs) that translate complex usage metrics into actionable narratives, ensuring findhelp’s impact aligns with the customer’s clinical and financial objectives.
• End-to-End Customer Lifecycle : Own the entire customer lifecycle, partnering with Sales and Implementation teams to translate initial discovery goals into a structured, value-driven success plan
• Continuous Product Adoption & Mobilization : Proactively drive usage growth by identifying new user groups, conducting staff training, and providing "best practice" blueprints to ensure deep integration of the findhelp tool suite.
• Data-Driven Strategy & AI Innovation : Utilize Vitally, HubSpot, and generative AI to monitor account health and identify risks. Leverage familiarity with healthcare ecosystems (e.g., Availity) to optimize interoperability and streamline workflows.
• Internal Advocacy & Escalation Management : Act as the "Voice of the Customer" by synthesizing client feedback to influence the product roadmap and navigating technical escalations to maintain project momentum and trust.
• Metric-Driven Success : Closely monitor usage metrics and data trends to proactively address deployment hurdles and mitigate risks before they impact the user experience.

Qualifications:

• 7+ years of experience in Enterprise Customer Success, Account Management, or Strategic Consulting, with a proven track record of managing a high-revenue portfolio (e.g., $2M+ ARR).
• Public Sector Expertise (Strongly Preferred): Deep understanding of public sector ecosystems, including experience working with state or local government agencies, municipal departments, or community-based organizations. Familiarity with government procurement, health and human services programs, or public-private partnerships.
• Executive Presence & Storytelling : Demonstrated ability to build trust-based relationships with C-suite leadership and deliver high-impact Quarterly Business Reviews (QBRs) that translate complex data into compelling narratives.
• Advanced Data & AI Proficiency : Expert-level command of Customer Success platforms (Vitally), CRM tools (HubSpot), and the use of Generative AI to automate workflows, monitor account health, and predict churn risks.
• Lifecycle Mastery : Extensive experience owning the "Sales-to-Service" hand-off and the end-to-end implementation lifecycle for complex, multi-stakeholder enterprise clients.
• Technical Advocacy : Proven ability to navigate the bridge between business and product; skilled at synthesizing client feedback into actionable product requirements and managing technical escalations with engineering teams.
• Strategic Problem Solve r: An assertive self-starter who thrives in fast-paced, ambiguous environments and is motivated by a mission to improve social determinants of health (SDoH).

Analytical Mindset : Strong ability to monitor and interpret usage metrics to proactively address deployment hurdles and optimize user adoption blueprints.

We value being together : We believe being together enables stronger relationships, collaboration, and culture.

This position is in office and candidates must be located in Austin, Texas or Madison, Wisconsin.

• 401k & equity grants
• Free food and onsite gym at our Austin HQ
• Paid parental leave
• Competitive PTO & 10 paid holidays
• Comprehensive Medical, Dental, and Vision insurance with 100% company-paid coverage for employee only coverage
• Dog-friendly office in Austin HQ
• 24/7 access to telemedicine and counseling
• Book Purchasing Program

We’re building a diverse, inclusive team

You’re welcome here. We want everyone to be able to easily connect to the help they need, and we want our teams to reflect and represent our communities. It is our policy to recruit, hire, train, and promote individuals, as well as administer any and all Company policies, without regard to age, color, disability, ethnicity, family or marital status, gender identity or expression, language, national origin or ancestry, physical and mental ability, political affiliation, race, religion, creed, sexual orientation, socio-economic status, veteran status, or any other protected class, in accordance with applicable laws. Accommodations are available for applicants with disabilities.

Here are some of the ways we support our staff: