Sr. Customer Success Manager - Government

Propelus simplifies workforce compliance management across healthcare through technology and strategic partnerships that connect professionals, employers, and regulators. The Senior Customer Success Manager (Government) will manage strategic relationships with government regulatory boards and state agencies, align the platform with agency missions, drive compliance outcomes, and oversee the customer lifecycle. The role also includes customized training, engagement monitoring, complex issue resolution, and high-level business reviews.

Responsibilities:

• Strategic Relationship Management: Serve as the primary owner for a portfolio of government regulatory boards and state agencies, building trusted relationships with Executive Directors and state officials to ensure long-term stability
• Mission-Aligned Strategy: Develop success plans that align our technology with specific agency mandates, Department of Health regulations, and public-sector risk management priorities
• Regulatory Enablement: Lead customized training programs that empower staff within regulators and associations to fully utilize the platform for audit readiness and governance excellence
• Health & Usage Monitoring: Take end-to-end ownership of monitoring engagement metrics, translating data into "State of the Agency" insights that demonstrate sustained value and support long-term retention
• Complex Issue Triage: Act as the lead problem-solver for complex account hurdles, collaborating with internal product and government affairs teams to navigate the unique requirements of the government landscape
• Business Reviews: Conduct high-level strategic reviews to assess progress, identifying opportunities to deepen the partnership and improve compliance outcomes for regulators and boards

Requirements:

• • SaaS Government Expertise: 5+ years of B2B SaaS Customer Success or Account Management experience specifically managing government, regulatory, or public health accounts. You understand the red tape, the RFP cycles, and the unique stakeholders of the public sector
• • Exceptional ability to communicate with non-technical government leaders. You can distill complex software capabilities into a clear vision that aligns with public policy goals
• • A self-sufficient professional who thrives in a remote environment. You are comfortable taking over a complex book of business and navigating multi-layered organizations with limited oversight
• • A problem-solver who can identify a potential churn risk a year in advance and build the strategic rapport necessary to save the relationship
• • Direct experience with healthcare compliance, state departments of health, or professional licensing is strongly preferred. You are comfortable speaking the language of regulators and state officials