Strategic Customer Success Lead - Public Sector

iT1; Columbus (OH); On-site; USD 90,000 - 140,000; Full time

Benefits offered by this job

Medical, dental, and vision benefits

Two weeks paid time off

401(k) Plan

Job summary

iT1 Nucleos is seeking a Customer Success Manager for the Ohio Department of Rehabilitation and Correction to own day-to-day success, drive implementation, adoption, and continuous improvement of AchieveDXP across a statewide agency.

You will build strong relationships with executive, operational, and technical leaders, coordinate cross‑functional teams, and drive measurable outcomes while maintaining onsite presence across Ohio.

Qualifications

• Bachelor's degree or equivalent combination of education and professional experience.
• 5+ years of experience in Customer Success, Account Management, Program Management, Professional Services, Consulting, or a similar client-facing technology role.
• Demonstrated success managing complex software implementations or digital transformation initiatives.
• Strong project management skills, including executive reporting, risk management, issue tracking, and stakeholder communication.
• Experience working with both business and technical audiences.
• Excellent written, verbal, presentation, and relationship-building skills.
• Self-starter with the ability to work independently and manage multiple priorities.
• Ability to travel throughout Ohio and maintain a regular onsite customer presence.
• Ability to meet customer site access, background screening, security, and confidentiality requirements as needed.

Responsibilities

• Own day-to-day success of the Ohio DRC account, ensuring successful implementation, adoption, support, and continuous improvement of the AchieveDXP platform.
• Build and maintain trusted relationships with executive, operational, and technical leaders.
• Lead customer communications and ensure alignment on priorities, goals, and outcomes.
• Act as the voice of the customer within iT1 Nucleos and coordinate internal resources for project execution.
• Develop customer success plans and adoption strategies and monitor platform usage and account health.
• Coordinate incident management, support escalations, and product/engineering collaboration for timely resolutions.
• Communicate releases, platform updates, and service improvements to stakeholders.
• Support account planning, renewals, and strategic growth opportunities.

Skills

Customer success

Account management

Program management

Stakeholder communication

Travel flexibility

Education

Bachelor's degree

Job description

iT1 Nucleos is seeking a Customer Success Manager for the Ohio Department of Rehabilitation and Correction to own day-to-day success, drive implementation, adoption, and continuous improvement of AchieveDXP across a statewide agency.

You will build strong relationships with executive, operational, and technical leaders, coordinate cross‑functional teams, and drive measurable outcomes while maintaining onsite presence across Ohio.