Public Sector CSM: Retention & Growth (Remote)

Deleteme; United States; On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

Health benefits

401k retirement plan

Parental Leave

Paid Time Off

Company Holidays

Birthday Off

Work From Home stipend

Cell phone reimbursement

Fitness membership reimbursement

Child care reimbursement

DeleteMe Gold Membership

Discounted DM Plans for Friends and F

Job summary

DeleteMe is seeking a Customer Success Manager, Public Sector, to own end-to-end success of a portfolio of public sector accounts. You will manage onboarding through renewal, serving as the voice of the customer to internal teams and a trusted partner externally.

You will collaborate with Account Executives and cross-functional partners to drive adoption, renewal, and expansion, while navigating government procurement cycles and maintaining strong relationships.

Qualifications

• 5+ years in customer success or similar SaaS role.
• Experience renewals and mitigating churn.
• Experience with cross-functional collaboration to drive outcomes.
• Understanding of government procurement processes is a plus.

Responsibilities

• Own the end-to-end retention experience for an assigned book of public sector accounts as their primary point of contact and trusted advisor.
• Understand each customer's mission, structure, and business needs to identify opportunities for deeper adoption and account growth.
• Act as a product expert and internal advocate for your customers — the Voice of the Customer — partnering with Product and Support on feedback and issue resolution.
• Build and execute account success plans and engagement cadences tailored to public sector budget and procurement cycles.
• Independently lead Executive Business Reviews (EBRs) for standard and mid-tier accounts, demonstrating clear product value and ROI.
• Own churn mitigation and renewal strategy for your portfolio; partner with Sales to drive strong net renewal and expansion outcomes.
• Navigate agency procurement processes and contract vehicles (e.g., GSA Schedule, state term contracts) to keep renewals and modifications on track.
• Contribute customer stories and references that support DeleteMe's public sector brand and pipeline.
• Mentor or buddy Junior CSMs on account management fundamentals as needed.

Skills

Customer Success Management

Renewals & churn mitigation

Cross-functional collaboration

Strategic account planning

Executive communication

Tools

Salesforce

Gainsight

ChurnZero

Totango

Job description

DeleteMe is seeking a Customer Success Manager, Public Sector, to own end-to-end success of a portfolio of public sector accounts. You will manage onboarding through renewal, serving as the voice of the customer to internal teams and a trusted partner externally.

You will collaborate with Account Executives and cross-functional partners to drive adoption, renewal, and expansion, while navigating government procurement cycles and maintaining strong relationships.