Senior Customer Success Manager, Public Sector

Job Overview

As a Senior Customer Success Manager for the Public Sector, you will lead the strategic direction and account health for Findhelp’s highest-profile, large-scale government clients (statewide agencies, major health plans, and enterprise public health systems). You will bridge the gap between executive policy objectives and day-to-day program execution. By building trusted partnerships with agency directors, C-suite executives, and policy leaders, you ensure Findhelp’s technology delivers measurable SDoH outcomes, satisfies regulatory mandates, and expands cross-agency collaboration. You will navigate complex public sector governance, lead technical and policy-level escalations, and use advanced data analytics to safeguard high-value contract renewals.

Responsibilities and Duties

• Strategic Relationship Management: Manage executive-level relationships across high-revenue public sector accounts, acting as a trusted advisor to Agency Directors, Cabinet Officials, and Health System Leadership.
• Policy-Aligned Executive Storytelling: Design and deliver high-impact Executive Governance Reviews that connect platform analytics to broader policy goals, legislative mandates, and measurable clinical or financial outcomes.
• Customer Lifecycle: Own the post-award customer lifecycle for complex accounts, working alongside Sales, Legal, and Implementation teams to manage intricate governance, privacy, and compliance requirements.
• Program Expansion: Architect scalable best-practice blueprints and inter-agency mobilization strategies that expand Findhelp usage across new government divisions, regional districts, and partner networks.
• Data-Driven Strategy & AI Innovation: Harness Customer Success platforms (Vitally), HubSpot, and generative AI to model account risk, automate high-touch engagement strategies, and leverage interoperability ecosystems (e.g., Availity, EHRs) for cross-system workflows.
• Internal Advocacy & Escalation Management: Serve as the primary internal advocate for public sector requirements—translating regulatory, accessibility (Section 508), and technical needs directly to Product and R&D teams while swiftly navigating high-stakes customer escalations.

Qualifications

• Experience: 7+ years in Enterprise Customer Success, GovTech Consulting, or Strategic Account Management, managing large-scale public sector or healthcare portfolios.
• Strategic Leadership: An assertive, mission-driven problem solver who thrives in fast-paced, ambiguous regulatory environments and excels at driving social impact through technology.

• Deep Domain Expertise: In-depth understanding of government procurement cycles, inter-agency data sharing, healthcare interoperability tools (e.g., Availity, EHR integrations), and state/federal SDoH funding mechanisms.
• Executive Presence: Proven ability to build consensus, present to C-suite/appointed officials, and navigate complex, political public sector environments.
• Data & AI Proficiency: Expert command of Vitally, HubSpot, and generative AI tools to conduct predictive health scoring, automate account insights, and mitigate churn risks.
• Technical Advocacy: Skilled at translating complex policy and agency requirements into technical specifications for engineering and product teams.

We value being together : We believe being together enables stronger relationships, collaboration, and culture.

This position requires 5 days in-office, and candidates must be located in Nashville, TN.

Perks at Findhelp

• 401k & equity grants
• Free food and onsite gym at our Austin HQ
• Paid parental leave
• Competitive PTO & 10 paid holidays
• Comprehensive Medical, Dental, and Vision insurance with 100% company-paid coverage for employee only coverage
• Dog-friendly office in Austin HQ
• 24/7 access to telemedicine and counseling
• Book Purchasing Program

We’re building a diverse, inclusive team

You’re welcome here. We want everyone to be able to easily connect to the help they need, and we want our teams to reflect and represent our communities. It is our policy to recruit, hire, train, and promote individuals, as well as administer any and all Company policies, without regard to age, color, disability, ethnicity, family or marital status, gender identity or expression, language, national origin or ancestry, physical and mental ability, political affiliation, race, religion, creed, sexual orientation, socio-economic status, veteran status, or any other protected class, in accordance with applicable laws. Accommodations are available for applicants with disabilities.

Here are some of the ways we support our staff:

• Culture Committee
• Leadership Development Training
• Paid Volunteering Time