Senior Customer Success Manager

B2Gnow delivers leading software solutions that promote accountability, transparency, and compliance in public and private contracting. For over 25 years, agencies across North America, including federal, state, local, education, and Fortune 500 organizations have relied on B2Gnow to manage complex compliance programs. B2Gnow’s technology enhances transparency, reduces risk, and strengthens communities. We are looking for a strategic, relationship-focused Senior Customer Success Manager to join our growing team. If you're passionate about delivering measurable impact and becoming a trusted advisor to public sector clients, we want to hear from you.

As a Senior Customer Success Manager (CSM) , you’ll manage a portfolio of high-value public sector accounts, ensuring clients realize maximum value from their investment in B2Gnow. You will act as the primary point of contact, leading strategic initiatives that drive adoption, retention, and long-term growth. This is a high-ownership role requiring a seasoned professional who is confident operating independently, building relationships with executive stakeholders, and driving meaningful outcomes in complex, compliance-driven environments.

What You’ll Do

• Manage a portfolio of high-value public sector accounts, aligning agency goals with B2Gnow’s solutions to support diversity, small business, prevailing wage compliance, and regulatory program success.
• Serve as the main point of contact and trusted advisor for customers, providing strategic guidance, feature enablement, and system optimization to meet evolving organizational needs.
• Build and maintain strong relationships with stakeholders at all levels, including executives within municipal, state, and federal agencies. Confidently lead strategic check-ins, executive business reviews, and platform discussions.
• Understand the complexities of government operations, procurement cycles, legislation, and compliance requirements to inform strategic planning and solution delivery.
• Facilitate regular strategic engagements, including business reviews and system planning sessions, to ensure platform alignment, drive adoption, and deliver measurable outcomes.
• Monitor customer engagement, product usage, and health metrics to proactively identify risks and opportunities, acting swiftly to ensure customer retention and satisfaction.
• Collaborate cross-functionally with internal teams, including Product, Support, Customer Onboarding, Learning and Development, and Account Services to deliver a seamless customer experience and address evolving client needs.
• Lead customer education and feature adoption initiatives through enablement, strategic consulting, and day-to-day guidance, identifying opportunities for upsell and expansion.
• Partner with Account Growth to identify and execute commercial growth opportunities, ensuring alignment between customer goals and B2Gnow’s offerings.
• Advocate for customer needs by collecting and synthesizing feedback, contributing to product development discussions, and supporting continuous improvement efforts.
• Support smooth transitions from Customer Onboarding to long-term success by partnering with implementation teams and ensuring readiness for sustained engagement.
• Drive customer advocacy by fostering meaningful relationships, capturing success stories, and contributing to case studies that showcase impact and value.
• Actively contribute to the Customer Success team’s growth by mentoring peers, sharing best practices, and refining strategies for public sector client success.
• Maintain consistent, proactive communication with customers through regular check-ins, strategy sessions, and on-site or virtual engagements.
• Travel up to 20–40% to strengthen relationships and lead strategic initiatives.

What You Bring

• Bachelor's degree or equivalent combination of education and experience.
• 5+ years in Customer Success, Onboarding, or similar client-facing roles in a fast-paced SaaS environment.
• Proven ability to manage and grow enterprise-level relationships, particularly within the public sector.
• Strong knowledge of government operations, procurement cycles, and compliance environments.
• Experience with customer success platforms such as Vitally, Gainsight, or ChurnZero.
• Proficient in Microsoft Office and/or Google Suite.
• Familiarity with Salesforce and Jira.
• Exceptional communication, organizational, and problem-solving skills.
• Strategic thinker with a proactive mindset and high emotional intelligence.

Perks & Benefits

• Medical, dental, and vision coverage starting on Day 1
• $0 cost medical coverage for employees and families (3 plans to choose from in 2025!)
• Competitive 401(k) match – 100% match up to 4%, vested immediately after 3 months
• Company-paid short-term/long-term disability and life insurance
• A competitive paid time off policy, with additional paid holidays and a floating holiday each year.
• Collaborative, mission-driven team and meaningful work that makes a difference

We’re an equal opportunity employer and value diversity at every level. We encourage all qualified applicants to apply and grow with us.