Public Sector Customer Success Manager

Procurated; United States; Remote; USD 90,000 - 130,000; Full time

Job summary

Procurated is seeking a Public Sector Customer Success Manager to own the full post-sale lifecycle, from onboarding and launch through adoption, renewal, and expansion. You will serve as a trusted advisor to public procurement leaders, translating Canary's capabilities into practical workflows that improve vendor performance and deliver measurable value.

This hands-on role manages a portfolio of customers, leads complex implementations, delivers training, monitors customer health, resolves

Qualifications

• 3-5+ years of customer success experience supporting customers using a SaaS product.
• Startup experience, or experience helping build and launch customer success for a new product
• Experience working with SLED, federal, or public higher-education customers is preferred.
• Procurement, e-procurement, or procurement-technology experience is valuable; open to candidates with deep procurement knowledge or strong public-sector experience.

Responsibilities

• Own onboarding and implementation for new customers, coordinating with internal teams and stakeholders.
• Develop account-specific engagement plans to drive adoption across buyers and end users.
• Lead renewal readiness and retention strategy, managing risks and growth opportunities.
• Maintain accurate account plans and health indicators in HubSpot and other systems.
• Provide portfolio updates and forecasts, including renewal dates and expansion opportunities.
• Create scalable customer-success processes, templates, and training materials.

Skills

Customer success

SaaS product

Public sector experience

Procurement knowledge

Cross-functional collaboration

Tools

HubSpot

Job description

Washington, DC preferred; open to U.S.-remote | Full-time | Individual contributor

About Procurated

Procurated is transforming how public-sector organizations manage vendor performance. Our Canary platform helps procurement teams collect continuous feedback, surface performance issues earlier, strengthen supplier accountability, and make better purchasing and contract-management decisions. We work with state and local governments, higher-education institutions, and other public-sector organizations across the country.

About the Role

We are looking for a Public Sector Customer Success Manager to own the full post-sale customer lifecycle, from implementation and launch through adoption, renewal, and expansion. You will serve as a trusted advisor to public procurement leaders, helping them translate Canary's capabilities into practical workflows that improve vendor performance and deliver measurable value. This is a hands-on role for someone who is proactive, consultative, organized, and comfortable operating across strategy and execution. You will manage a portfolio of customers, lead complex implementations, deliver training, monitor customer health, resolve issues, and coordinate closely with Sales, Product, Data, Engineering, and Marketing. You will also identify opportunities to deepen each partnership through additional users, departments, contracts, and use cases.

What You'll Own

Customer onboarding and implementation

• Lead new customers from sales handoff through launch, including success planning, stakeholder alignment, data intake, platform configuration, communications, training, and rollout.
• Build clear implementation plans with mutually agreed objectives, owners, milestones, risks, and measures of success.
• Coordinate internal teams and customer stakeholders to keep implementations on schedule, remove blockers, and reset expectations when requirements change.
• Help customers embed Canary into real procurement workflows, including review collection, vendor monitoring, issue resolution, supplier engagement, and business reviews.

Adoption, engagement, and value realization

• Develop and execute account-specific engagement plans that drive meaningful adoption across procurement leaders, contract managers, end users, and suppliers.
• Deliver onboarding sessions, office hours, webinars, refresher training, and executive review tailored to each customer's goals and level of maturity.
• Use product and engagement data - including user activity, review volume and conversion, feature adoption, and supplier business-review activity - to assess account health and recommend next steps.
• Run structured customer check-ins and quarterly business reviews that connect usage to business outcomes, surface risks early, and create clear action plans.

Renewals, retention, and expansion

• Own renewal readiness and retention strategy across your portfolio, maintaining a clear view of customer goals, value delivered, stakeholder sentiment, open risks, and decision timelines.
• Build durable, multi-threaded relationships with customer champions, executive sponsors, administrators, and day-to-day users.
• Identify and develop opportunities to expand Canary to additional departments, agencies, contract portfolios, users, and product capabilities; partner with Sales on commercial execution when appropriate.
• Turn successful customers into advocates through referrals, peer learning, testimonials, case studies, and participation in the broader public procurement community. Customer support and cross-functional execution.
• Serve as the primary point of contact for customer questions, issues, and escalations, providing responsive communication and clear ownership through resolution.
• Triage product, data, and process issues; coordinate with Product, Data, and Engineering; and keep customers informed without losing sight of the underlying business goals.
• Represent the voice of the customer internally by synthesizing feedback, identifying recurring needs, and helping Product prioritize improvements.
• Create and improve repeatable customer-success processes, playbooks, templates, training materials, and lifecycle automation as the company scales.

Customer success operations

• Maintain accurate account plans, health indicators, activity history, renewal dates, expansion opportunities, and next steps in HubSpot and other internal systems.
• Provide clear portfolio updates and forecasts, including implementation progress, adoption trends, customer risks, renewals, and growth opportunities.
• Use data and customer context to prioritize time and recommend the next best action for each account.

What Success Looks Like

• Customers launch on time with aligned objectives, engaged stakeholders, clean implementation handoffs, and a clear operating cadence.
• Customer adoption and measurable use of Canary grow over time, and customers use performance data to improve supplier conversations and procurement decisions.
• Risks are identified early, action plans are documented, and customers understand the value they receive well before renewal discussions begin.
• Renewal and retention goals are met, expansion opportunities are developed thoughtfully, and customers increasingly serve as references and advocates.
• Internal teams have an accurate, current view of every account and a strong feedback loop from customers into product and company strategy.

About You

• You have 3-5+ years of customer success experience supporting customers using a SaaS product.
• Startup experience, or experience helping build and launch customer success for a new product
• Experience working with SLED, federal, or public higher-education customers is preferred.
• Procurement, e-procurement, or procurement-technology experience is especially valuable; we are open to candidates who bring either deep procurement knowledge or a strong record of serving public-sector customers.
• You have owned a book of business and can manage onboarding, adoption, risk, renewals, and growth simultaneously, with a commercially minded approach to expansion.
• You are a proactive go-getter and independent problem solver who takes initiative, stays organized, pays close attention to detail, and follows through without waiting for detailed direction.
• You recognize patterns across accounts. When something is not working for one customer, you consider the implications for others, bring the issue to leadership, and help develop a scalable solution.
• You have strong presentation and facilitation skills and can communicate effectively with procurement leaders, executive stakeholders, operational users, and technical teammates.
• You are coachable and comfortable using data and feedback to assess customer health, improve your work, tell a value story, and make practical recommendations.
• You are willing to travel approximately every other month for customer meetings, implementations, trainings, and industry events.

Our Team and Values

Procurated is built on the core values of the public-sector communities we serve: service, honesty, integrity, and truth. Our values shape how we think, act, and work every day. We are based in Washington, DC, with remote employees across the United States. Core values:

• Climb higher together
• Build to serve
• Champion kindness
• Challenge convention
• Model fairness
• Move fast, be scrappy

Why Choose Procurated?

• Company-wide mental health days: In months without a federal holiday, we schedule a company-wide day to reset and recharge.
• Family-friendly culture: Flexible schedules, paid parental leave, and more.
• Remote-friendly environment: We measure success by outcomes and use in-person time intentionally for highly collaborative work.
• Learning and growth: Every team member has an individual development plan and support in moving it forward.
• Competitive compensation and benefits: Equity through our employee stock option plan, retirement-account matching, and 100% employer-paid medical, dental, and vision premiums on applicable plans.

Equal Opportunity: Procurated believes diversity is critical to our success and is committed to creating an inclusive, mutually respectful workplace. We hire on the basis of merit, competence, performance, and business needs. Qualified applicants will receive consideration without regard to any characteristic protected by applicable law. If you are excited about this role but do not meet every qualification, we still encourage you to apply.