What are the responsibilities and job description for the Senior Customer Success Manager position at HirexHire?
ABOUT USHirexHire (pronounced hire by hire) is a Chicago-based recruiting and talent consultancy that integrates with companies short-term to provide long-term talent solutions. We take a seat in our client’s everyday operations to understand their people's goals, gaps, and challenges. We then develop and implement the processes and technologies to execute a sustainable and scalable talent plan.We partner with companies expecting or experiencing high growth who need to hire at scale or fill a critical role rapidly. Our clients are not looking for quick-fix placements but are thoughtfully building a hiring strategy to scale their businesses.OUR CLIENTLocation: Raleigh, NC HQ (Remote)Industry: Government Technology (SaaS)Company Size: 50 What They Do: Our client offers an end-to-end operating system for public agencies to communicate, listen, and make informed decisions. As an all-in-one engagement and communications platform, their mission is to connect government agencies with the communities they serve and facilitate equitable participation and representative data.Contact HirexHire for more client informationTHE ROLEOur client is seeking an experienced Senior Customer Success Manager to own and grow relationships with a portfolio of high-impact public sector customers. This role focuses on driving long-term adoption, value realization, retention, and expansion across a flagship customer base. The Senior Customer Success Manager will act as a trusted advisor to government agencies and public organizations, helping them maximize the value of a unified public engagement SaaS platform while serving as the internal advocate for customer needs.WHAT YOU WILL DOOwn relationships with a portfolio of high-impact public sector customers, serving as a trusted strategic advisor.Drive platform adoption and value realization by aligning customer goals to product capabilities and best practices.Manage complex, high-visibility accounts with evolving requirements and executive stakeholders.Identify risks and barriers to success early, developing proactive plans to protect retention and satisfaction.Lead renewal strategy and execution in partnership with Finance, including forecasting and risk mitigation.Identify and execute expansion opportunities across departments, use cases, and product offerings.Advocate for customer needs internally by coordinating across product, engineering, sales and leadership teams.Translate customer feedback and engagement insights into actionable recommendations.Build long-term, referenceable customer relationships through consistent communication and follow-through.WHAT YOU WILL NEED7-10 years of experience in Customer Success within a SaaS environment.Proven ability to manage complex accounts with senior-level stakeholders.Demonstrated success driving retention, renewals, and account expansion.Strong consultative and communication skills, both internally and externally.Experience translating customer goals into measurable outcomes and success plans.Ability to navigate ambiguity and evolving requirements in a fast-moving environment.Strong organizational skills and comfort managing multiple high-priority accounts.Public sector or GovTech experience is a plus.Experience with public engagement, civic technology, or community-focused platforms is a plus.