Customer Success Manager - Public Sector

ABOUT US  

Our company culture represents an intermix between passion for technology, rock star output, and appreciation for a balanced, healthy lifestyle. Our Vision is to build and maintain a community that respects, values, and celebrates our individuality; fosters an inclusive and equitable experience for all; and empowers us to be our authentic selves each day.  

Bluescape provides virtual workspaces for hybrid and remote teams to meet and interact with all of their mission critical content and data. We're all entrepreneurs here no matter what role you are in, so if you want to work on interesting projects with smart, collaborative people and contribute towards a cool and innovative product, then we want to hear from you! 

OUR CUSTOMER SUCCESS MODEL

We view adoption through the lens of human behavior change. It’s a challenge to get people to change the way they work. Because voluntary, discretionary effort is required from employees to use collaboration apps, we place a heavy emphasis on high touch coaching and consumer style communications that change perception about why Bluescape is a good use of their time. We spend a lot of time understanding the needs of customers and key stakeholders using a well proven discovery process that identifies their business outcomes to produce industrial strength adoption plans. Content also plays a big role in driving adoption. We use a community centric model that puts conversations around a wide range of self-learning content, connects customers to each other to exchange product knowledge and best practice, and provides access to Bluescape’s experts. 

ABOUT YOU

You’ll have a background in customer success with a SaaS vendor delivering post-sale motions of activation, adoption, expansion, and renewal with an emphasis on public sector and governmentcustomers. You will also have a working knowledge of how organizations of all sizes implement change. Ideally, you’ll be an expert user of collaboration software, its features, operation and roll out characteristics, able to professionally train others not only on how to become better collaborators but also to be trainers themselves. The ability to communicate with all levels of seniority is key as is the ability to conduct individual and group coaching sessions online and on-site.

WHAT WILL YOU DO? 

Customer Success Managers at Bluescape have a breadth of customer-facing responsibilities, serving as Trusted Advisors throughout the entire customer lifecycle from pre-sales and product activation to adoption, expansion, and renewal. You will be responsible for ensuring customers receive desired outcomes from Bluescape by providing services that create high levels of sustained adoption. You’ll be passionate about designing and delivering high touch, live product demonstrations and training sessions.

This role will focus on Bluescape's growing public sector customers with their internal adoption of Bluescape. A high level of emotional intelligence, creative problem-solving, and strong communications skills are essential as well as a genuine desire to help customers and their employees change the way they work.

HOW WILL YOU CONTRIBUTE? 

• Work with public sector customers to identify goals and key performance indicators that define business outcomes, goals, and objectives  
• Cultivate and nurture relationships with key stakeholders, customer advocates, and champions during all phases of the customer lifecycle 
• Develop customer success plans, prioritize activities, and guide customers through the adoption process to maintain a high degree of confidence and trust  
• Working with internal teams, proactively identify at-risk customers and co-create mitigation strategies to secure retention
• Schedule and conduct use case led coaching online on an individual and group basis as required by customers
• Conduct discovery information capture sessions with customers and their lines of business
• Learn about new features in monthly releases and prepare customers for their value and impact
• Identify and recommend the creation of new ‘how to use’ self-learning content
• Provide timely status updates and communication to customers on outstanding issues, activities, deliverables, and escalations
• Conduct regular business reviews by gathering and presenting the status of customer goals, metrics that support the value realization, and product roadmap to evaluate needs and provide tactical advice
• Ensure internal alignment on account growth strategy by partnering with Bluescape’s Sales, Marketing, and Community teams to execute on plans that drive expansion
• Report on adoption and interpret analytics to provide insights on value and outcomes including trends and patterns
• Sense and capture customers’ new feature needs and advocate for their inclusion in the release schedule to provide high ROI for Bluescape and our customers
• Curate self-learning content to be used by customers on their internal digital channels and within Bluescape workspaces 

MUST HAVES  

• 5+ years of experience in a customer-facing implementation role, customer success, or customer service in a public sector or government setting required 
• Previous experience driving public sector adoption of SaaS technologies 
• A proficient or expert user of the most common collaboration apps e.g., Webex, Zoom, MS Teams, Google 
• Ability to see trends and patterns in adoption metrics and course correct as required
• Ability to solve difficult issues with little supervision and have difficult conversations with positive outcomes
• Strong negotiation, organization, communication, presentation, and facilitation skills
• Team player
• Flexibility to work under tight deadlines
• Keen eye for detail
• Budget awareness and good business sense
• Driven, motivated, passionate, and enthusiastic
• Ability to travel up to 10%, with the rest of the time supporting customers remotely 

BONUS POINTS

• Located in Washington, DC metro area

WHAT DO WE OFFER?

• Medical, Dental, and Vision coverage
• 401k
• Equity
• Mental and Behavioral Health options
• Generous Time Off Allowance
• Education Assistance Program
• Opportunities to work on meaningful projects of great impact to the business
• Flexible working environment
• Work/life balance

The US base pay range for this position is $75,000 - $95,000. As this position is a remote position, the range represents the minimum and maximum base pay target for the position across all potential US locations. However, the company strongly prefers candidates who are based in the Washington, DC metro area. Base pay within the range provided will be determined by factors such as work location, relevant experience and skills, and additional factors such as education, and training. During the hiring process, Bluescape's recruiting team will provide specific information on salary based on each applicant's background, location, and experience. Bluescape also offers a yearly bonus plan, equity program, and a comprehensive benefits package covering you and your family members.

Bluescape is an equal opportunity employer and in keeping with our values, we make all employment decisions including hiring, without regard to race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, gender expression, hairstyle, Veteran, or any other protected status.

Bluescape complies with the Fair Chance Ordinance and will consider all qualified applicants with a criminal history pursuant to the California Fair Chance Act. Find out more about the Fair Chance Act by visiting www.dfeh.ca.gov/fair-chance-act/.