Note: The job is a remote job and is open to candidates in USA. Propelus is hiring a Senior Customer Success Manager to serve as the strategic partner for government regulatory boards and state agencies. The role owns the customer lifecycle, aligns the platform with agency missions, drives compliance outcomes, and supports sustained customer value and retention.

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 the plans that align our technology with the 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, and identify any potential problems that our solutions will help avoid
• Complex Issue Triage: Act as the lead problem-solver for complex account hurdles, collaborating with internal product and government affairs teams, navigating the unique requirements of the ever changing 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

Skills

• 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
• A self-sufficient professional who thrives in a remote environment
• You will be taking over a complex book of business and navigating multi-layered organizations with limited oversight
• 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 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
• You are comfortable speaking the language of regulators and state officials
• Familiarity with Gainsight and HubSpot and Omni
• Comfortably with change and ability to navigate from one priority to the next seamlessly, without finalized playbooks to help direct your approach

Benefits

• US Employees: Propelus covers up to 100% of the premium for employee medical insurance. Plans for spouses and children are made affordable through Propelus’ generous contribution.
• Employees can choose from HSA, FSA, and traditional insurance options for medical, dental, and vision coverage for themselves and dependents.
• Dental and vision plans, both including an option with 100% of the premium covered for employees.
• Generous PTO for full-time US employees: 0–4 years: 20 days; 5–9 years: 25 days; 10+ years: 30 days per year. Accrues quarterly and is available immediately.
• US-based teams observe 14 paid holidays each year.
• One floating holiday to request on any day of your choice, separate from PTO.
• One paid birthday holiday during your birth month, separate from PTO.
• 16 hours of Volunteer Time Off.
• Additional leave options to support life centricity; state and local leave laws apply, with whichever regulation is more favorable to the employee.
• 401(k) with company matching, plus financial planning education and resources.
• Annual Lifestyle Spending Account for eligible expenses and experiences, including a gym membership, meditation app, WFH equipment, or fresh produce delivered to your door.
• Employee Assistance Programs provide 24/7/365 support by phone and online, including family clinical counseling, legal and financial services, and child and elder care referrals.
• Carrot Fertility & Hormonal Support: funds toward eligible care for hormonal health, fertility, and family-building benefits.
• Beyond Med: access to elective care such as acupuncture, dermatology, fertility, and GLP-1 at discounted rates.
• Spot Pet Insurance: reimbursement for emergencies, lab fees, behavior, x-rays, surgeries, cancer, and more.
• A remote-first, global and distributed company, with two office locations for those nearby who want a change of scenery.
• Employees celebrating their 10- and 20-year work anniversaries are eligible for a trip sponsored by Propelus within one year of their anniversary date.
• Professional development allowance to help you grow in the ways that mean the most to you.

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