Associate Customer Success Manager, Public Sector - Boston, MA
1 day ago
Job description
About DeleteMe:
DeleteMe is the leader in proactive privacy protection.
We help security teams reduce their human attack surface by continuously monitoring and removing exposed personal data (PII) from the open web — the very data threat actors use to launch social engineering, phishing, Gen-AI deepfake, doxxing campaigns, physical threats, and identity fraud.
Operating as a fast-growing, global SaaS company, DeleteMe serves both consumers and enterprises.DeleteMe has completed over 100 million opt-out removals, helping customers reduce risks associated with identity theft, spam, doxxing, and other cybersecurity threats.
We deliver detailed privacy reports, continuous monitoring, and expert support to ensure ongoing protection.DeleteMe acts as a scalable, managed defense layer for your most vulnerable attack vector: your people. That's why 30% of the Fortune 100, top tech firms, major banks, federal agencies, and U.S. states rely on DeleteMe to protect their workforce.
DeleteMe is led by a passionate and experienced team and driven by a powerful mission to empower consumers with privacy.
As an Associate Customer Success Manager, Public Sector you will act as the voice of the customer and work with customers as a strategic business partner to help optimize our education and local government sectors around DeleteMe's product offering. Customer Success Managers at DeleteMe strive to understand how customers use our product and what additional product features will benefit our customer base. Success Managers help drive the retention experience for our customers and strategize on optimizing the entire customer lifecycle. A critical stakeholder for client success, Success Managers will be involved in project management, account management, customer retention, product/feature deployments, customer feedback loops, customer growth opportunities, and more.
Responsibilities- Ensure a successful client retention experience for DeleteMe Public Sector customers, specifically within the education and local government verticals.
- Understand DeleteMe customer's business needs and opportunities for growth with existing customers
- Act as a product expert and representative for DeleteMe's customers and customer advocate with internal DeleteMe stakeholders (Voice of the Customer)
- Work cross functionally with a variety of departments on projects to enhance the product and customer experience
- Develop best practices for client engagements and deliver value adding customer engagements on an ongoing basis
- Provide Executive Business Reviews to high value customers to demonstrate product value
- Maintain Salesforce records to ensure data cleanliness.
- Mitigate logo churn and increase renewal rates; partner with sales to create excellent net renewal rates.
- Help create a referenceable pipeline of customers to highlight and elevate the DeleteMe brand and overall brand awareness throughout the privacy industry
- A minimum of 3+ years of experience working as a Customer Success Manager, Onboarding Manager, or Account Manager, or commensurate experience.
- Prior federal, state, or local procurement process experience and/or knowledge.
- Experience working for or with Public Sector organizations (Federal Government agencies, government contractors, SLED, etc).
- Existing awareness of needs, opportunities and challenges that are specific to the Public Sector space to advance adoption of technology platforms and encourage relevant use cases.
- Experience working in a fast paced SaaS environment.
- Experience developing deep client relationships to understand client needs and helping to optimize the customer experience.
- Experience with churn mitigation and renewal management.
- Experience increasing product adoption, net retention, and continually improving the overall customer experience.
- Experience working cross functionally with sales, marketing, product, and support teams to drive positive customer outcomes.
- Experience with project management principles and how to effectively manage stakeholder expectations.
- Experience within the Privacy, Security, or Threat Intelligence industry is a huge plus.
- Positive and collaborative approach to problem solving.
- Comfortable working independently and remotely.
- Excellent critical thinking and problem solving abilities.
- Excellent written and verbal communication abilities.
- Ability to effectively lead projects and manage stakeholder relationships.
- Ability to travel to attend customer and company needs when requested.
- Knowledge of CRM tools and databases such as 'Salesforce' and other SaaS based applications
- Comprehensive health benefits
- Medical, Vision, Dental
- Flexible work schedule
- Generous 401k matching up to 6%
-15 sick days
-12 company-paid holidays
- Childcare expense reimbursement
- Fitness and cell phone reimbursement
- Birthday time off
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses.
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