Customer Success Manager, Government - Risk & Fraud

Accountabilities: Build and maintain trusted relationships with senior leaders across government agencies and law enforcement organizations, providing strategic guidance throughout the customer lifecycle. Understand customer objectives, investigative processes, and operational priorities to identify relevant use cases for AI-powered risk and fraud solutions. Collaborate with customers to develop success plans that define measurable outcomes, adoption goals, and strategies for long-term value. Identify opportunities to transform investigative workflows, including multi-source subject research, connecting records across databases, resolving incomplete or conflicting information, and reducing manual review. Design tailored workflows that leverage plain-language, AI-driven research to improve investigative efficiency and deliver sustained customer value. Support organizational change by securing executive sponsorship, identifying internal champions, and developing strategies to help investigators and analysts confidently adopt AI-powered tools. Help customers build trust in AI-generated answers by demonstrating the value of source links, supporting evidence, and audit trails in investigative review processes. Partner with product training and support teams to ensure users receive appropriate guidance and develop effective usage practices. Manage a portfolio of customer accounts, prioritizing engagement based on adoption, account health, and other relevant performance indicators. Lead executive business reviews to demonstrate value delivered, review progress, address challenges, and establish shared roadmaps for continued success. Proactively address customer needs, strengthen satisfaction and retention, identify expansion opportunities, and develop strategies to reduce churn. Represent customer needs internally by sharing feedback and insights with Product, Engineering, and other relevant teams to influence future improvements. Collaborate with Sales, Marketing, Product, and Support teams to enhance the overall customer experience and achieve shared objectives. Requirements: Bachelor's degree in a related field, or substantial professional experience in government operations, law enforcement, investigations, or public-sector data and analytics. At least 5 years of experience in Customer Success, Account Management, or a related customer-facing role, ideally within SaaS or subscription-based business models. Strong understanding of government and law enforcement investigative environments, including subject research, case development, identity verification, records resolution, and investigative reporting. Ability to understand how public-sector investigators work and translate their operational needs into relevant technology use cases. Familiarity with data-driven investigative processes and the challenges of researching information across multiple sources. Knowledge of agentic AI and AI-powered investigative platforms is preferred, along with a genuine interest in emerging data and AI technologies. Strong interpersonal and communication skills, with a demonstrated ability to build trusted relationships and advise senior customer stakeholders. Customer-focused and proactive approach to problem-solving, with an emphasis on measurable outcomes, adoption, and customer satisfaction. Ability to guide change management and help customers build confidence in new technology and AI-supported workflows. Experience collaborating across functions, including Sales, Product, Marketing, and Support, to deliver customer value. Excellent organizational and prioritization skills, particularly when managing multiple customer relationships and competing priorities. Ability and willingness to travel up to 25%. Benefits: Target total cash compensation range of $93,100–$172,900 USD for eligible U.S. locations, inclusive of base pay and any target sales incentive. Compensation determined by location, knowledge, skills, experience, and internal equity. Comprehensive medical, dental, and vision insurance. Disability and life insurance coverage. Competitive 401(k) retirement plan with company matching. Flexible vacation, paid sick and safe time, and paid holidays, including two company-wide mental health days. Parental leave and sabbatical leave. Flexible work arrangements, including the option to work from anywhere for up to 8 weeks per year. Employee incentive programs and access to an Employee Stock Purchase Plan. Tuition reimbursement and continuous learning and professional development opportunities. Access to the Headspace app, Employee Assistance Program, fitness reimbursement, and resources supporting mental, physical, and financial well-being. Flexible Spending Accounts and Health Savings Accounts. Optional hospital, accident, sickness, life, and accidental death and dismemberment insurance. Adoption and surrogacy assistance. Commuter benefits and access to a 529 education savings plan. Two paid volunteer days annually, with opportunities to participate in pro-bono consulting and environmental, social, and governance initiatives. An inclusive and flexible workplace culture that supports career growth, collaboration, and work-life balance.