Senior Customer Success Manager Raleigh, North Carolina​/Remote

About Public Input

Public Input develops and supports Software-as-a-Service (SaaS) solutions designed for government agencies and their consultant partners to facilitate and manage better communication with the public.

Based in Raleigh, NC, the company was founded with a vision to access and elevate historically underrepresented communities in the municipal and state planning process, while simultaneously streamlining cumbersome administrative work that so often prevents equitable outcomes.

With a shared background in planning consulting, the company’s co-founders believe that technology can play a key role in making government more responsive and representative of communities' broadest needs.

Many engagement solutions only address small parts of the engagement process, offering a piecemeal approach that relies on third-party partnerships to fill in the gaps.

Public Input uses a unified approach, blending traditional and virtual engagement tactics via one integrated platform.

Reliable, equitable, and simple, our easy-to-use user interface gives governments all the tools needed to facilitate successful public engagement.

Public Input is driven by the idea that “life is all about the people you meet and the things you create with them.” We are privileged to work with talented colleagues to create a meaningful change for governments and society.

Public Input’s mission is to enable collaborative democracy through technology. This means creating systems that allow governments to build relationships with their community through more reliable communication, lowered barriers to participation, and data analytics to understand what they’re hearing.

That is why we work hard to be the experienced and empathetic innovation partner that state and local governments deserve, while building an exceptional team and company.

The Senior Customer Success Manager will partner with Public Input’s Flagship portfolio customers, consisting of Public Agencies, Counties, and State‑level departments to promote full adoption of the Public Input engagement platform by maximizing usage, creating value, and fostering satisfaction.

Maximize Value

• Manage complex, high‑stakes customer environments that may include technical challenges, evolving requirements, and heightened executive visibility.
• Gain a deep understanding of each customer’s strategic and operational goals. Develop short and long range plans that promote maximum value and align Public Input’s full suite of capabilities.
• Identify barriers and promote creative solutions to help the customer achieve desired outcomes and their definition of success.
• Translate knowledge of public engagement best practices into credible recommendations that help influence the execution and effectiveness of the customer’s outreach efforts.

Account Growth

• Identify areas of opportunity within the portfolio for expansion across the enterprise and breadth of product offerings. Work cross functionally to develop and present the optimal feature packages and messaging.
• Ensure maximum users and exclusivity of core modules.

Advocacy

• Grow and cultivate strong customer sentiment by developing trust over time and delivering consistent follow‑through.
• Represent the voice of the customer and act as the quarterback internally by escalating through appropriate channels and levels to ensure their challenges and expectations are heard and acted upon.

Lifecycle and Longevity

• Own the end‑to‑end renewal process, partnering closely with Finance throughout the 120‑day renewal cycle to surface account nuances and proactively address renewal risk.
• Monitor account health and engagement signals to identify, mitigate and elevate risk early.
• Create and execute targeted playbooks to stabilize at‑risk accounts and strengthen renewals.
• Promote customer engagement with Public Input events and customer panels.

• Minimum 7‑10 years of experience Customer Success, preferably in a fast‑moving, evolving SaaS environment
• Ability to converse and influence at senior levels both internally and externally
• Track record of achieving expansion, upsell and cross‑sell sales goals
• Track…