About You

• You want to make tomorrow better than today. 
• You have a passion for driving amazing customer experience with ongoing alignment between delivery teams and stakeholders.
• You’re obsessed with delivering mission impacts and outcomes.
• You enjoy daily decision making and real product delivery.
• You help ensure project success and client satisfaction. 
• You enjoy collaborative teams, working across all internal groups and at all levels of the customer.
• You like to work alongside, and learn from, lean and agile leaders. 
• You are a creative problem solver who is comfortable with uncertainty.
• You’re a curious and keen learner who thrives on enhancing your (and our) practices and knowledge.

Customer Success at Rise8

We are searching for a Customer Success Manager who has a passion for working with federal agency customers, in particular USSOCOM.

You will lead a large organization with multiple delivery teams and high complexity.  You will need to be able to easily shift between skill sets in response to account needs.  In a single day you may need to wear various hats such as Program Manager, Onboarding Specialist, Digital Transformation Guide, and Account Manager

To execute the program, you will work with a balanced leadership team, including a Delivery Lead and Heads of Product, User-Centered Design, and Engineering.  You will need to collaborate highly with partners, high level government stakeholders, and internal Rise8 leadership, leveraging resources as necessary to make your account successful.

You’ll work with key customer stakeholders, including contract officers, account champions, and executive leadership, to ensure we align on goals, identify and mitigate risks, establish metrics, and celebrate wins over the course of the customer journey.  You’ll lead the strategy to leverage our outcomes delivered and streamlined customer experience into an easy Yes for our customer to continue choosing to solve problems with Rise8. 

You’ll measure the health of the account on a regular basis and drive remediation plans as needed.  You will work with the delivery team to ensure the customer realizes the value being delivered in line with their desired impacts.  Finally, with your business and ownership mentality, you’ll drive the account strategy that results in referenceable customers and expansion opportunities.

Qualifications

• 8-15 years of experience in Customer Success, Program Management, or Account Management, ideally with federal customers particularly the US Special Operations Command or other defense agencies.
• Excellent communication, collaboration, and facilitation skills to work with both internal teams and customer stakeholders.
• Passion for growing your skills, tackling interesting work and challenging problems.
• Strong problem-solving abilities and capacity to adapt quickly to changing account needs.
• A business and ownership mindset with a focus on driving account strategy, customer satisfaction, and expansion opportunities.
• Expert program management skills, with experience overseeing onboarding, delivery coordination, and risk mitigation for clients.
• Proven ability to manage multiple account teams and stakeholders across various disciplines and levels.
• Demonstrated experience aligning with customer goals, ensuring value delivery, and driving measurable outcomes.
• Ability to travel up to 25%.

Preferred Qualifications

• Local to the Tampa, FL, area
• Current TS-SCI
• Familiarity with federal contracting, including working with Product Owners and Contracting Representatives
• Building and maintaining Customer Success practices and tools, such as Success Plans and Health Scores
• Knowledge of metrics and KPIs for measuring the success of digital transformation initiatives
• Ability to implement and refine agile practices tailored to client needs and delivery goals
• Escalation Management and the ability to deftly defuse situations
• Experience working with sub partners

Benefits

• Flexible schedule in a 100% distributed workforce 
• Premium Insurance: We cover up to 100% of the employee premium and up to 80% of the combined dependent premium on our base health plan, depending on pay band. We also cover 100% of the premium for employee and dependent Dental and Vision as well as employee premiums for Life and Disability coverage.
• Retirement: 401k match at 10% gross pay.
• Paid time off (PTO): 4 weeks combined accrued vacation and sick leave, 11 Federal holidays, your birthday, jury duty, and bereavement.
• Education & Training: Accrued budget of up to $3,500 per year for classes, travel, events, and materials.
• Home Office and Merch: We offer $750 per year for home office technology and equipment as well as $100 per year for Rise8 merch from our Swag Store.
• Wellness Budget: To encourage and support a well-rounded healthy lifestyle, we cover 100% reimbursement on a variety of wellness activities and products, up to $500 per calendar year. OR Rise8 is part of the the Life Time Corporate Partner program. In lieu of your $500 annual wellness benefit, you can instead get a $75 monthly credit towards a Life Time membership ($900 annual benefit).
• Equipment: We offer a MacBook Pro