Sr. Customer Success Manager - Government

About Propelus

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, leveraging market-leading technology and essential data to simplify complex operations, reduce risk, and champion a safer, healthier, and happier workforce.

The Role

The Senior Customer Success Manager (Government) is a strategic role designed for an expert navigator of the public sector. 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 requires creating 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 plans that align our technology with 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, support long-term retention, and identify potential issues early.
• Complex Issue Triage: Act as the lead problem-solver for complex account hurdles, collaborating with internal product and government affairs teams to navigate the unique requirements of the public sector landscape.
• Business Reviews: Conduct high-level strategic reviews to assess progress, identifying opportunities to deepen partnerships and improve compliance outcomes for regulators and boards.

Qualifications

• SaaS Government Expertise: 5+ years of B2B SaaS Customer Success or Account Management experience specifically managing government, regulatory, or public health accounts.
• Strong understanding of public sector procurement, RFP cycles, administrative processes, and stakeholder management.
• Direct experience with healthcare compliance, state departments of health, or professional licensing is strongly preferred.
• Self-sufficient professional who thrives in an asynchronous, remote-first environment with multi-layered organizations.
• Exceptional ability to communicate with non-technical government leaders and distill complex software capabilities into alignment with public policy goals.
• Proven track record of identifying potential churn risks early and building strategic rapport to secure retention.

Nice-to-Haves

• Experience mentoring team members and external stakeholders.
• Familiarity with Gainsight, HubSpot, and Omni.
• Comfort with ambiguity and navigating shifting priorities without finalized playbooks.

Benefits and Perks (US Employees)

• Comprehensive Health Coverage: Up to 100% of the premium covered for employee medical, dental, and vision insurance, with generous contributions toward dependent coverage (HSA/FSA available).
• Generous PTO: Accrual based on tenure (20 days per year for 0–4 years), 14 paid holidays, 1 floating holiday, 1 birthday holiday off, and 16 hours of Volunteer Time Off.
• Retirement: 401(k) with company match and financial planning resources.
• Lifestyle Spending Account (LSA): Annual stipend for wellness, gym memberships, ergonomic equipment, and personal well-being.
• Mental Health & Support: 24/7/365 Employee Assistance Program (EAP) covering clinical counseling, legal, and financial services.
• Family Support: Carrot Fertility & Hormonal Support benefits toward eligible care.
• Health & Wellness Extras: Beyond Med discount program for elective healthcare and Spot Pet Insurance.
• Professional Development: Dedicated allowance for continuing education and career growth.