Enterprise Customer Success Manager — Public Sector (Hybrid)

Promise; San Francisco (CA); Hybrid; USD 120,000 - 160,000; Full time

Benefits offered by this job

100% health coverage

Flexible time off

Lunch and snacks in office

Company retreats

Hybrid work: in-office at least 4 days

Job summary

Promise is seeking a Senior Customer Success Manager to own relationships with large accounts in the public sector and utilities. You will drive adoption, expand services, and work closely with Product, Sales, and Implementation to maximize value and minimize churn.

You will manage renewals, coordinate cross-functional efforts, and regularly present business reviews to stakeholders, ensuring customer success and strategic alignment with Promise’s goals.

Qualifications

• 3+ years in customer success or account management serving enterprise or public sector customers.
• Experience with utilities or government agencies is preferred.

Responsibilities

• Own the relationship with a portfolio of large accounts.
• Drive adoption by monitoring usage and engagement across accounts.
• Spot and drive expansion with opportunities for larger footprints and broader contracts.
• Manage the handoff from Sales to Implementation and ensure smooth deployment.
• Collect and prioritize product feedback and route it to the Product team with context.
• Proactively track account health and renewal risk, taking early action if needed.
• Lead regular business reviews with customer stakeholders and document outcomes.
• Contribute to the knowledge base by sharing field learnings with the team.

Skills

Customer success

Account management

Delivery roles

Job description

Promise is seeking a Senior Customer Success Manager to own relationships with large accounts in the public sector and utilities. You will drive adoption, expand services, and work closely with Product, Sales, and Implementation to maximize value and minimize churn.

You will manage renewals, coordinate cross-functional efforts, and regularly present business reviews to stakeholders, ensuring customer success and strategic alignment with Promise’s goals.