Vanishid The Customer Success Manager, Public Sector at VanishID manages onboarding, retention, and growth of government accounts. This role acts as a trusted partner guiding customers through deployment, adoption, and renewal.
Responsibilities
Own onboarding end-to-end: Get new public sector customers live quickly, from kickoff through enrollment of elected officials, agency leaders, and staff. Make VanishID a trusted part of how they protect their people.
Navigate the public sector: Work within government procurement, contracting, and fiscal-year budget cycles to keep renewals on track. Partner closely with our public sector sales lead from handoff through renewal, and coordinate with customer IT and security teams on technical setup, pulling in engineering when a problem needs a deeper hand.
Drive adoption and retention: Monitor account health, catch risk early, and run the check-ins that keep customers seeing value.
Present to executives: Lead Quarterly Business Reviews for your customers that show impact and set expectations on what comes next, and deliver 1:1 executive debriefs that help protect elected officials and senior public servants.
Grow the account: Spot expansion opportunities as customer needs evolve and build the business case for additional protection tiers.
Be the voice of the customer: Bring field insight back to our product team and help shape what we build next.
Characteristics we are looking for in a candidate (need to have):
3–5 years in Customer Success, Account Management, or a related client-facing role: You've carried customers from onboarding through renewal and expansion.
Public sector experience: You have worked with or sold to state, local, or federal government organizations, and you understand public sector procurement, contracting, and fiscal-year budget cycles.
Exceptional communication and presentation skills: You can confidently engage elected officials, agency leaders, and senior stakeholders in writing and in person.
A balanced approach to customer success: You're equally comfortable building trust, running scalable onboarding and engagement processes, and finding room to grow an account.
Proficiency with CRM platforms: You use Salesforce or HubSpot to keep your book of business accurate and current.
Qualification
3–5 years in Customer SuccessPublic sector experience
Required
3–5 years in Customer Success, Account Management, or related client-facing role
