Sr. Account Manager (SaaS Customer Success, Public Sector)

As a Senior Account Manager (SAM) on the Customer Success team, you play a crucial role in ensuring the ongoing success of Interplay’s Public Sector customers. After the implementation and onboarding process, you’ll support these customers in a variety of ways, including platform utilization, product updates, renewals, and expansions.

It is the intention for this role to have a focus on Workforce Development customers like State or city workforce agencies, Department of Labor (DOL) grants, job training programs, other state workforce reskilling initiatives. The Public Sector at Interplay also includes traditional EdTech (K-12, Higher Education and vocational schools) and non-profit organizations that offer job skills training.

This role is ideal for someone with 5+ years experience in Customer Success managing similar customers. You’ll be someone who thrives in dynamic environments, enjoys tackling creative challenges both independently and as part of a team, and is eager to make an impact at a rapidly growing SaaS startup.

Why this position:

• Meaningful, impactful work
• Mission-driven company
• Career development in a dynamic, high growth environment
• Passionate, collaborative team
• Innovative product – EdTech, VR, AI

What you’ll do: 

• Own a public sector book of business spanning various skilled trades industries including HVAC, Plumbing, Electrical, Facilities Maintenance, and Multi-Family
• Manage and foster relationships, product adoption and growth with POCs including Training and L&D leaders, Heads of Maintenance, and Senior Leadership
• Drive customer retention, renewals, and expansion opportunities into existing accounts with strong forecast and funnel management process
• Conduct outreach and data driven check-ins with current public sector customers to support product adoption and cultivate expansion opportunities, case studies, and thought leadership
• Design strategies for customer product utilization and drive customer value, including learning plan recommendations, product feature utilization recommendations, and reporting recommendations
• Analyze customer data to provide customer recommendations through check-ins and business reviews
• Provide product training and problem-solving assistance to customers
• Become an expert at connecting customer needs to Interplay capabilities
• Learn about the skill trade field and the rapidly evolving training needs
• Supports and is comfortable leading Customer Success team improvement and growth initiatives
• Participate in special projects and assignments to help improve the product and customer experience
• Utilize SaaS platforms, such as ChurnZero and Salesforce to track and manage customers
• Learn about a rapidly growing SaaS organization

Who you are:

• Thrive in fast-paced, evolving environments; create clarity amid ambiguity and drive results as a self-starter.
• Exceptional communicator, presenter, and writer — skilled at building relationships virtually and engaging effectively at all levels, including C-suite.
• Naturally curious with strong active listening skills; quickly build rapport and confidently initiate conversations, communicate value, and address objections.
• Highly organized multitasker, comfortable with SaaS tools and technical platforms to optimize efficiency and meet deadlines.
• A collaborative team player and passionate customer advocate, ready to step into leadership and help grow the Customer Success function.

Requirements: 

• 5+ years of experience in a customer-facing role, preferably in the SaaS world.
• Bachelors’ Degree or equivalent experience.
• Ability to learn new technologies quickly.
• Experience with CRMs such as HubSpot, Salesforce and ChurnZero is highly preferred.
• Experience managing customer renewals.
• Candidates must be authorized to work in the United States for any employer without stipulations and be residents of the United States.
• We will ask you to record a video intro for the hiring team if your application looks like a potential match. We will review your application and notify you first.  Then instructions will be sent.