Customer Success Manager - Veterans Affairs

Rise8; Tampa (FL); Remote; USD 80,000 - 100,000; Full time

Job summary

A tech-driven company in Tampa is seeking a Customer Success Manager to enhance relationships with federal agency customers, particularly the U.S. Department of Veterans Affairs. This role demands excellent communication and collaboration skills, ensuring alignment on goals and outcomes among teams. The ideal candidate will have 5-10 years in a similar role and a strong focus on customer satisfaction. This company offers a flexible work environment and comprehensive benefits, emphasizing employee growth and wellbeing.

Benefits

Flexible schedule in a 100% distributed workforce

401k match at 10% gross pay

Accrued budget for education & training up to $3,500 per year

Wellness budget up to $500 per year

MacBook Pro provided

Qualifications

• Experience with federal agency customers, particularly the U.S. Department of Veterans Affairs is preferred.
• Ability to travel up to 15%.

Responsibilities

• Manage customer and internal team alignment on goals.
• Identify and mitigate risks throughout projects.
• Oversee contract administration and employee onboarding/offboarding.

Skills

Excellent communication

Collaboration skills

Problem-solving abilities

Adaptability to change

Customer satisfaction focus

Education

5-10 years of experience in Customer Success or Program Management

Job description

Customer Success Manager - Veterans Affairs

Join to apply for the Customer Success Manager - Veterans Affairs role at Rise8

About Rise8
We're transforming the United States Government and we know that takes a dream team.

Your Dream. Our Team.
We believe customer experience starts with employee experience, so we take care of our employees. We offer competitive pay and benefits, invest in employee growth, and offer a culture you can't find anywhere else.

We pair Risers with their customer counterparts and practice pairing at every moment to elevate people and teams and deliver results fast and forever. We work in small teams and rotate between them frequently so that we are able to meet new challenges and explore new ideas.

Our methodology is about experimenting and learning, and our culture is empowering. We subscribe to an ethos of kindness. We make a point to bring empathy to each and every project and are guided by a promise and a purpose: to deploy critical outcomes to prod in order to drive relentless progress. Not just an idea. But an outcome. A better world. A world where every day, fewer bad things happen because of bad software.

Rise8 is certified as a Great Place to Work with 100% of employees saying they love working here.

About You

• You want to make tomorrow better than today.
• You have a passion for driving amazing customer experience with ongoing alignment between delivery teams and stakeholders.
• You're obsessed with delivering mission impacts and outcomes.
• You enjoy daily decision making and real product delivery.
• You help ensure project success and client satisfaction.
• You enjoy collaborative teams, working across all internal groups and at all levels of the customer.
• You like to work alongside, and learn from, lean and agile leaders.
• You are a creative problem solver who is comfortable with uncertainty.
• You're a curious and keen learner who thrives on enhancing your (and our) practices and knowledge.

Customer Success at Rise8
We are searching for a Customer Success Manager who has a passion for working with federal agency customers, in particular the U.S. Department of Veterans Affairs.

You will be part of the leadership team for a large organization with multiple delivery functions and high complexity. A large part of your focus will be on contract administration and employee onboarding/offboarding, and you will need to be able to easily shift between skill sets in response to account needs.

You'll work with the customer Product Owner and Contracting Representative to ensure we are aligned on goals, identify and mitigate risks, establish metrics, have the right agile practices in place, and establish Deliverable and Invoicing submission processes.

Qualifications

• 5-10 years of experience in Customer Success, Program Management, or Services Delivery, ideally with federal agency customers particularly the U.S. Department of Veterans Affairs.
• Excellent communication, collaboration, and facilitation skills to work with both internal teams and customer stakeholders.
• Passion for growing your skills, tackling interesting work and challenging problems.
• Strong problem-solving abilities and capacity to adapt quickly to changing account needs.
• A business and ownership mindset with a focus on driving account strategy, customer satisfaction, and expansion opportunities.
• Expert program management skills, with experience overseeing onboarding, delivery coordination, and risk mitigation for clients.
• Demonstrated experience aligning with customer goals, ensuring value delivery, and driving measurable outcomes.
• Ability to travel up to 15%

Preferred Qualifications

• Familiarity with federal contracting, including working with Product Owners and Contracting Representatives
• Building and maintaining Customer Success practices and tools, such as Success Plans and Health Scores
• Knowledge of metrics and KPIs for measuring the success of digital transformation initiatives
• Practiced at building repeatable onboarding processes
• Escalation Management and the ability to deftly defuse situations
• Experience working with subbed partners

Benefits

• Flexible schedule in a 100% distributed workforce
• Premium Insurance: We cover up to 100% of the employee premium and up to 80% of the combined dependent premium on our base health plan, depending on pay band.
• Retirement: 401k match at 10% gross pay.
• Paid time off (PTO): 4 weeks combined accrued vacation and sick leave, 11 Federal holidays, your birthday, jury duty, and bereavement.
• Education & Training: Accrued budget of up to $3,500 per year for classes, travel, events, and materials.
• Home Office and Merch: We offer $750 per year for home office technology and equipment as well as $100 per year for Rise8 merch from our Swag Store.
• Wellness Budget: To encourage and support a well-rounded healthy lifestyle, we cover 100% reimbursement on a variety of wellness activities and products, up to $500 per calendar year.
• Equipment: We offer a MacBook Pro

Rise8 is an Equal Employment Opportunity employer that will consider you for this role regardless of race, color, religion, gender, sexual orientation, marital status, gender identity or expression, national origin, genetics, age, disability status, protected veteran status, or any other characteristic protected by applicable law. All of Rise8's work in this area is with Federal Government customers that require our employees involved with their projects be U.S. citizens. As such, this role requires U.S. citizenship. If hired, you would also be required to go through a background investigation.