Customer Success Management - Vertical Lead Public Sector
Job Description
KEY RESPONSIBILITIES
Vertical P&L & Strategy Ownership
• Own full revenue and margin responsibility for your vertical
• Define vertical growth strategy, segmentation, and prioritization
• Ensure pipeline transparency, forecast accuracy, and commercial discipline
• Lead executive-level negotiations and strategic commercial discussions
• Translate regulatory, procurement, and ecosystem dynamics into actionable growth strategies
Vertical Enablement & Team Leadership
• Disciplinary leadership of Customer Success Managers within the vertical
• Functional steering of Program Consultants and Customer Experience teams
• Establish clear retention and expansion standards across all accounts
• Coach teams on structured qualification methodologies (e.g. MEDDPICC)
• Ensure consistent adoption of AI sales enablement tools (e.g. Outreach) and strong CRM hygiene to maintain funnel accuracy and execution efficiency
• Elevate data-driven consulting standards and value-based selling across the vertical
Data-Driven Steering & Offer Development
• Analyze portfolio performance, customer spend, procurement frameworks, and market signals
• Derive clear strategic priorities from quantitative insights
• Translate data analysis into compelling, measurable customer offers
• Implement governance mechanisms to monitor account health and opportunity quality
• Ensure all commercial initiatives are grounded in measurable business impact
Enterprise Engagement & Escalation
• Personally lead selected complex enterprise deals and strategic tenders
• Act as escalation point for high-risk or high-impact accounts
• Navigate multi-stakeholder institutional environments with confidence
• Ensure alignment between customer strategy and HRS’ end-to-end value proposition