Own end-to-end retention and success for a portfolio of public sector SaaS accounts: onboard, drive adoption, conduct EBRs, mitigate churn, manage renewals and procurement, coordinate cross-functionally, support growth, and mentor junior CSMs.
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.
Job Summary
As a Customer Success Manager, Public Sector, you'll independently own the end-to-end success of a portfolio of public sector accounts — acting as the voice of the customer internally and a trusted, strategic partner externally. You'll manage the full customer lifecycle from onboarding through renewal and growth, while continuously partnering with Account Executives and other cross-functional partners.
Responsibilities
-Own the end-to-end retention experience for an assigned book of public sector accounts as their primary point of contact and trusted advisor.
-Understand each customer's mission, structure, and business needs to identify opportunities for deeper adoption and account growth.
-Act as a product expert and internal advocate for your customers — the Voice of the Customer — partnering with Product and Support on feedback and issue resolution.
-Build and execute account success plans and engagement cadences tailored to public sector budget and procurement cycles.
-Independently lead Executive Business Reviews (EBRs) for standard and mid-tier accounts, demonstrating clear product value and ROI.
-Own churn mitigation and renewal strategy for your portfolio; partner with Sales to drive strong net renewal and expansion outcomes.
-Navigate agency procurement processes and contract vehicles (e.g., GSA Schedule, state term contracts) to keep renewals and modifications on track.
-Contribute customer stories and references that support DeleteMe's public sector brand and pipeline.
-Mentor or buddy Junior CSMs on account management fundamentals as needed.
-Understand each customer's mission, structure, and business needs to identify opportunities for deeper adoption and account growth.
-Act as a product expert and internal advocate for your customers — the Voice of the Customer — partnering with Product and Support on feedback and issue resolution.
-Build and execute account success plans and engagement cadences tailored to public sector budget and procurement cycles.
-Independently lead Executive Business Reviews (EBRs) for standard and mid-tier accounts, demonstrating clear product value and ROI.
-Own churn mitigation and renewal strategy for your portfolio; partner with Sales to drive strong net renewal and expansion outcomes.
-Navigate agency procurement processes and contract vehicles (e.g., GSA Schedule, state term contracts) to keep renewals and modifications on track.
-Contribute customer stories and references that support DeleteMe's public sector brand and pipeline.
-Mentor or buddy Junior CSMs on account management fundamentals as needed.
Experience
-A minimum of 5+ years of experience as a Customer Success Manager, Onboarding Manager, Account Manager, or in a comparable customer-facing SaaS role.
-Demonstrated experience managing renewals, mitigating churn, and driving product adoption.
-Experience working cross-functionally with Sales, Marketing, Product, and Support to drive customer outcomes.
-Strong project management skills and the ability to manage multiple stakeholder relationships at once.
-Excellent critical thinking, problem-solving, written, and verbal communication skills.
-Demonstrated experience managing renewals, mitigating churn, and driving product adoption.
-Experience working cross-functionally with Sales, Marketing, Product, and Support to drive customer outcomes.
-Strong project management skills and the ability to manage multiple stakeholder relationships at once.
-Excellent critical thinking, problem-solving, written, and verbal communication skills.
Skills and Qualifications
-Preferred candidates are located within the Eastern Time Zone (EST) of the United States.
-Ability to travel up to 20% to support onboarding, implementations, executive meetings, and key public sector engagements
-Positive and collaborative approach to problem solving.
-Excellent critical thinking and problem solving abilities.
-Excellent written and verbal communication abilities.
-Ability to effectively lead projects and manage stakeholder relationships.
-Working knowledge of federal, state, or local government procurement processes.
-Experience working for, or with, public sector organizations (federal agencies, government contractors, SLED, etc.).
-Familiarity with CRM/CS platforms (e.g., Salesforce, Gainsight, ChurnZero, Totango, or similar).
-Experience in the privacy, security, or threat intelligence industry.
-Experience working for, or with, public sector organizations (federal agencies, government contractors, SLED, etc.).
-Familiarity with CRM/CS platforms (e.g., Salesforce, Gainsight, ChurnZero, Totango, or similar).
-Experience in the privacy, security, or threat intelligence industry.
What We Offer:
Benefits and eligibility may vary based on role, location, employment status, and other factors.
- Comprehensive health benefits - Medical, Vision, Dental
- 401k retirement plan
- Paid Parental Leave
- 20 days of Paid Time Off
- 11 Company-Paid Holidays
- Birthday Off
- Work From Home Stipend
- Cell Phone Reimbursement
- Fitness Membership Reimbursement
- Child Care Reimbursement
- DeleteMe Gold Membership
- Discounted DM Plans for Friends and Family
DeleteMe Boston, Massachusetts, USA Office
Boston, MA, United States
DeleteMe Somerville, Massachusetts, USA Office
Somerville, MA, United States
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