Sr Customer Success Manager

Rise8; United States; Remote; USD 160,000 - 200,000; Full time

Benefits offered by this job

Premium Insurance (employee & depend.

Wellness budget

401k match

PTO & holidays

Education & Training budget

Rise8 merch

Home office stipend

MacBook Pro

Job summary

Join a 100% distributed workforce offering strong benefits, a focus on autonomy, growth, and mission impact. You will enable ongoing customer value, satisfaction, and expansion across multiple government accounts.

Qualifications

• 6–10 years of experience in Customer Success, Program Management, or Services Delivery with government clients.
• Strong client-facing background with stakeholders at various levels, including contract officers.
• Able to shift between Program Management, Onboarding, Digital Transformation, and Delivery Coordination.
• Experience managing multiple accounts with a focus on delivery, customer satisfaction, and long-term strategy.
• Experience with risk mitigation, metrics, and agile methodologies.
• Willingness to travel up to 25%.

Responsibilities

• Collaborate with federal government customers across multiple accounts to ensure delivery outcomes.
• Wear multiple hats in a single day: Program Manager, Onboarding Specialist, Digital Transformation Guide, and Delivery Coordinator.
• Coordinate with Product Managers, Designers, and Engineers and the client stakeholders at various levels.
• Lead new contract onboarding with Practice Leadership and Recruiting to place the right staff.
• Guide delivery teams through onboarding, ensuring aligned goals, risks, metrics, and agile practices.
• Measure account health and drive remediation to deliver value and achieve outcomes.
• Develop and execute account strategies that drive expansion and referenceable customers.

Skills

Customer Success

Program Management

Stakeholder management

Delivery coordination

Agile methodologies

Risk mitigation

Multi-account management

Communication

Leadership

Tools

Success Plans

Health Scores

Job description

Rise8 builds custom, secure software for government organizations, measuring success by impact: lives saved, time returned, and missions advanced.

We think big, start small, and scale fast with elite teams across product, design, and engineering to drive continuous delivery for critical missions.

We believe customer experience starts with employee experience, so we take care of our employees. Rise8 is where you’ll do the best work of your career—supported by a culture you won’t find anywhere else. We offer competitive pay and benefits, but what sets us apart is our commitment to autonomy, growth, and a culture rooted in kindness, candor, and continuous learning.

Certified as a Great Place to Work® , with 100% of employees saying they love working here, Rise8 is where bold ideas become real capabilities. Where mission meets meaning. And where fewer bad things happen because of bad software.

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.

You will need to be able to easily shift between skill sets in response to account needs. In a single day you may need to wear various hats such as Program Manager, Onboarding Specialist, Digital Transformation Guide, and Delivery Coordinator, all while leveraging an empathetic and outcomes-focused approach.

You will work across multiple accounts at once. You’ll collaborate closely with the delivery teams, which are typically composed of a Product Manager, User-Centered Designer, and Platform and/or Software Engines, as well as the client stakeholders at multiple levels.

For new contracts, you will work with Practice Leadership and Recruiting to ensure the right staff is in place at the right time with the right skill sets. You will establish and guide the delivery team members through a streamlined account onboarding process and share any known context about the work they are about to engage in. You’ll work with key customer stakeholders including contract officers 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.

As accounts mature, you’ll measure the health of the team and the account on a regular basis and drive remediation plans as needed. You will work with the delivery team to ensure the customer realizes the value being delivered in line with their desired impacts. Finally, with your business and ownership mentality, you’ll drive the account strategy that results in referenceable customers and expansion opportunities.

Qualifications

• 6-10 years of experience in Customer Success, Program Management, or Services Delivery, ideally with government agency customers.
• Strong background in client-facing roles, working with stakeholders at various levels, including contract officers.
• Proven ability to manage new contracts, onboard delivery teams, and align client goals with delivery outcomes.
• Ability to shift between various skill sets such as Program Management, Onboarding, Digital Transformation, and Delivery Coordination, based on customer needs and with a focus on delivery, customer satisfaction, and long-term strategy.
• Experience in risk mitigation, establishing metrics, and implementing agile methodologies for project success.
• Experience managing multiple accounts simultaneously, collaborating with cross-functional teams (Product Managers, Designers, Engineers).
• Business-minded, with an ability to drive account growth and expansion while ensuring customer value and satisfaction.
• Strong organization, communication, and facilitation skills
• Ability to travel up to 25%

Preferred Qualifications

• Building and maintaining Customer Success practices and tools, such as Success Plans and Health Scores
• Practiced at building repeatable onboarding processes
• Familiarity with agile frameworks, digital transformation strategies, and client-specific goal alignment.
• Escalation Management and the ability to deftly defuse situations
• Demonstrated ability to build and refine repeatable processes based on customer success experiments and learnings.

The annual salary range for this role as it is posted is $160,000 to $200,000 regardless of final candidate location within the United States. The final job level and annual salary will be determined based on the education, qualification, knowledge, skills, ability, and experience of the final candidate(s), and calibrated against relevant market data and internal team equity.

• 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. We also cover 100% of the premium for employee and dependent Dental and Vision as well as employee premiums for Life and Disability coverage.
• Retirement: 401k match at 10% gross pay.
• Paid time off (PTO): 4 weeks combined accrued vacation and sick leave, 10 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.
• Rise8 is part of the Life Time Corporate Partner program. In lieu of your $500 annual wellness benefit, you can instead get a $75 monthly credit towards a Life Time membership ($900 annual benefit).
• Equipment: We offer a MacBook Pro

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.

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.

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey.Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiringprocess or thereafter. Any information that you do provide will be recorded and maintained in aconfidential file.

As set forth in Rise8’s Equal Employment Opportunity policy,we do not discriminate on the basis of any protected group status under any applicable law.

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection.As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measurethe effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categoriesis as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service‑connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.