Sr. Customer Success Manager - Government

Job description

Propelus® simplifies workforce compliance management across healthcare. Our innovative technology and strategic partnerships empower millions of professionals, their employers, and regulators to work together, creating a connected and efficient healthcare ecosystem. As a trusted leader for over 20 years, Propelus has focused on bringing more good into the lives of the people and organizations serving healthcare. We deliver seamless compliance solutions to millions. We leverage market-leading technology and essential data to simplify complex operations, reduce risk, and champion a safer, healthier, and happier workforce. The **Senior Customer Success Manager (Government)** is a strategic role designed for an expert navigator of the public sector where your work will make an a huge difference in nurses. You will act as the primary, strategic partner for our most complex clients, including government regulatory boards, regulators, departments of health, state agencies, and associations. This will require creating the tactics and adapting your approach to match the needs and goals of your stakeholders. Success is defined by how effectively our technology supports the mission-critical mandates of public safety and professional integrity. You will take end-to-end ownership of the customer lifecycle, align our platform with agency missions, drive measurable compliance outcomes, and ensure sustained value realization across your portfolio.. **What You’ll Do** - **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. **We'd Love It If You Had:** - **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 - 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 - 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. **It Would Be Great If You Had:** - Experience mentioning team members and external stakeholders - 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 *If your experience is close but doesn't fulfill all requirements, please apply. We're building the best team in healthcare and are focused on hiring individuals with unique backgrounds, perspectives, and experiences to support us in doing good, what’s human, and making a difference.* ## **Benefits and Perks for Propelus Employees** **US Employees:** - **Health Insurance:** We cover 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:** - **Accrual: (full-time US):** 0–4 yrs **20 days** | 5–9 yrs **25 days**. | 10+ yrs **30 days** per year (accrues quarterly: **Jan 1, Apr 1, Jul 1, Oct 1**; and is available immediately). - US-based teams observe **14 paid holidays** each year - **Floating Holiday:** One **floating holiday** is yours to request on any day of your choice. This is separate from your PTO. - **Birthday Holiday**: Your birthday deserves celebrating! You get **1 paid day off during your birth month**, separate from your PTO. - **Volunteer Time Off:** 16 hours available to you, that allow you to make an impact on causes that are meaningful to you. - **Additional leave options:** to support you in embracing life centricity - **State & local leave laws** - Where state or local leave laws provide additional protections, Propelus will comply with whichever regulation is **more favorable** to the employee. - **401K** with company matching, as well as financial planning education and resources. - **Lifestyle Spending Account (LSA):** We support personal well-being by offering an annual lifestyle spending account that you can use for what matters most to you—whether it’s a gym membership, a meditation app, WFH equipment, or fresh produce delivered to your door. Think of it as a bonus for the expenses and experiences you value most. - **Employee Assistance Programs:** provides **24/7/365 support** by phone and online — family clinical counseling, legal & financial services, plus child and elder care referrals. - **Carrot Fertility & Hormonal Support:** Inclusive hormonal health, fertility, and family-building benefits with **funds toward eligible care**. - **Beyond Med:** A licensed **discount plan organization (DPO)** giving you access to elective care like acupuncture, dermatology, fertility, GLP-1, and more — at discounted rates. - **Spot Pet Insurance:** A financial safety net for your furry family. Get reimbursed for emergencies, lab fees, behavior, x-rays, surgeries, cancer, and more. **LATAM (Costa Rica and Colombia) Employees:** - Your health is our top priority! We cover 100% of employee health insurance premiums. Our plans include national and international coverage, so you're protected no matter where you are. - **Propelus Flex Club**: Our flexible benefits platform gives you monthly points to redeem on what you need most. Plus, you'll get access to exclusive discounts just for being part of our team. (Details are country specific) - **Generous PTO:** - **National Holidays (Colombia):** 18 days - **National Holidays (Costa Rica):** 12 days - **Birthday Holiday**: Your birthday deserves celebrating! You get **1 paid day off during your birth month**, separate from your PTO. - **Volunteer Time Off:** 16 hours available to you, that allow you to make an impact on causes that are meaningful to you. - We've got you covered with a life insurance policy, paid 100% by the company. You can also add your beneficiaries at an exclusive, discounted rate. - **Carrot Fertility & Hormonal Support:** Inclusive hormonal health, fertility, and family-building benefits with **funds toward eligible care**. **Benefits and Perks for ALL Propelus employees include but are not limited to:** A remote first company, global and distributed, with two office locations for those nearby who want a change of scenery. - Employees celebrating their 10 and 20 year work anniversary are eligible to take a trip sponsored by Propelus within one year of their 10th and 20th anniversary date. - Awarded one of [BuiltIn's 2025 Best Places to Work](https://builtin.com/awards/colorado/2025/best-midsize-places-to-work) and honored as a [Silver Stevie® Award Winner in the 2025 Stevie Awards For Great Employers](https://propelus.com/article/silver-stevie-award-2025-great-employers/). - Professional development allowance to help you grow in the ways that mean the most to you. - Check us out for yourself at [our careers page](https://propelus.com/careers/) or our [Propelus culture](https://instagram.com/propelusculture/?img_index=1) Instagram accounts. **Typical Interview Process:** - Interview #1: Brief intro screen with our People Ops team - Interview #2: Introduction with the Hiring Manager - Interview #3: Team Panel - Interview #4: Alignment interview with Senior Leadership If you don’t move forward to the next round, we’ll make sure you know as soon as possible. Tips for applicants: Focus on your application. At Propelus, everyone has an equal opportunity based on their merit. Reaching out to the team or providing referrals will not change your chances. We work remotely and communicate asynchronously, so writing is a key skill at Propelus. Please answer the application questions with your own thoughtful responses. Replies like "See resume" or N/A won't lead to an interview. Have some fun with it, we actually read these! *We are an equal opportunity employer and value diversity at Propelus. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. Candidates from all backgrounds are encouraged to apply.* *Full-time positions are scheduled to work 40 hours per week, M-F unless required otherwise by projects. Part-time positions are scheduled to work a maximum of 30 hours per week. Equipment, benefits, and perks are not provided to part-time or temporary employees.*