Strategic Customer Success Manager - Public Sector

Employment Type: Full-Time Location Type: Remote

Position Overview

Confluent is revolutionizing data streaming, enabling companies to react faster, build smarter, and deliver dynamic experiences. We are seeking a Strategic Customer Success Manager (SCSM) to join our Public Sector team. This role is crucial for driving customer success, retention, and subscription expansion by providing thought leadership and actionable recommendations to ensure clients maximize the value of the Confluent platform. Our culture values collaboration, honest feedback, and a shared drive towards a common goal.

Responsibilities

• Meet and exceed quarterly retention targets by proactively engaging with assigned accounts and ensuring timely renewal activities in collaboration with the sales team.
• Identify and collaborate with the sales team on expansion, upsell, and additional service/support opportunities within accounts.
• Guide adoption practices to drive increased value realization and reduce time-to-value for Confluent solutions.
• Drive cross-functional programs and services to grow usage, adoption, satisfaction, customer health, and likelihood to recommend Confluent.
• Deliver onsite presentations, including Onboarding Guides, Quarterly Business Reviews (QBRs), and Roadmap Sessions, to executive audiences to demonstrate business value and alignment.
• Support and maintain relationships with key users and decision-makers at assigned customers, ensuring they are connected to the value provided by our products.
• Proactively identify and escalate issues/risks internally for prompt resolution.
• Act as a trusted advisor, nurturing customers to become strong advocates for Confluent.
• Champion customer needs across the organization, ensuring company alignment to support the existing account base.
• Contribute to the continuous improvement of engagement best practices, value-add strategies, and renewal processes to meet long-term customer satisfaction and retention goals.
• Increase customer executive engagement and help arrange executive invitations to headquarters, marketing, and customer engagement events.

Requirements

• Demonstrated experience communicating effectively with business executives and leaders regarding technical, account, and financial aspects of their business relationship.
• Experience with the sales discovery process and customer service escalation models.
• Proven ability to conduct executive-level reviews in person.
• Strong public speaking and presentation skills; ability to command a room.
• Highly motivated, goal-driven, outgoing, inquisitive, and customer-centric.
• Ability to be an honest and transparent partner, building and maintaining customer trust.
• Exceptional organizational skills, attention to detail, and outstanding oral and written communication abilities.
• Technical competence with a fundamental understanding of Confluent technology, offerings, and value proposition.
• Experience tracking sales activities, customer data, and customer status.
• Ability to drive synergy and accountability across cross-functional teams.
• Collaborative, inventive, and team-oriented.
• Experience implementing and supporting large-scale technology solutions at Fortune 500 companies.

What Gives You an Edge

• Bachelor’s degree or equivalent experience.
• B2B experience in account management, sales, or consulting with proven results in global, high-growth technology companies.
• Currently holds or has held a security clearance.

About Confluent

Confluent is not just building better tech; we're rewriting how data moves and what the world can do with it. Our platform puts information in motion, streaming in near real-time. We foster a culture of asking hard questions, giving honest feedback, and supporting each other. We are One Confluent, One Team, united by One Data Streaming Platform.

Ready to build what's next? Let’s get in motion.