Customer Success Leader - Public Sector

Infosys Public Services is seeking a Customer Success Leader - Public Sector to join our team.

Position Description (scope of work or brief narrative):

The leader for Customer Success (Public Sector) plays a crucial leadership role in ensuring that IPS clients achieve maximum value from our services, capabilities, and partnerships. This executive oversees the entire spectrum of services from pre-sales and post-sales customer journey, focusing on governing execution, retention, and expansion within this unique market segment.

Key responsibilities

Strategic Leadership and Planning:

• Develop and execute a comprehensive customer success strategy specifically tailored for public sector organizations (federal, state, and local governments, etc.).
• Align the customer success strategy with overall company goals and objectives, ensuring growth and revenue expansion.
• Define key performance indicators (KPIs) to measure success, such as customer health scores, growth rate, retention rates, and reduction in churn.

• Cultivate and maintain strong relationships with key stakeholders, government officials, and decision-makers within public sector accounts.
• Act as a trusted advisor, understanding clients' business objectives and aligning them with the company's value proposition.
• Advocate for customer needs and challenges within the company, influencing solution/offering/capability development and improvements, particularly those relevant to the public sector (e.g., secure environments, procurement cycles).
• Address escalated client issues promptly and effectively, collaborating with cross-functional teams to identify and implement solutions.

• Oversee customer onboarding to ensure a smooth and effective introduction to our products and services.
• Guide clients through their journey, focusing on adoption, best practices, and use case expansion tailored to their needs.
• Conduct regular business reviews to showcase value delivery, identify growth opportunities, and track ROI.

• Define and implement scalable processes and playbooks for the entire customer journey (onboarding, adoption, retention, expansion).
• Introduce process rigor, automation, and leveraging technology (e.g., CRM, customer success platforms) to support the team and enhance efficiency.
• Utilize customer and utilization insights to quantify customer value and identify expansion opportunities, especially within the context of government contracts and requirements.

• Work closely with sales, service offering teams, engineering, and marketing teams to ensure a cohesive customer experience.
• Support sales teams with renewals, upsells, cross-sells, and crafting responses to RFPs from government agencies.
• Collaborate with operations teams to build and utilize customer insights for the public sector.

• Build, lead, and mentor high-performing delivery teams with a focus on public sector expertise.
• Set clear performance expectations, provide coaching and support, and foster a customer-centric culture within the team.
• Develop and refine competency & service delivery models as required to support evolving technology innovation and adoption methods.

• Extensive experience (typically 17+ years) in customer success, account management, or a related client-facing role, preferably with at least 5-10 years focused on the public sector (federal, state).
• Strong exposure in leading IT transformational programs in the areas of ERP, Cloud, Security, and enterprise-grade large-scale multi-year full life cycle implementations.
• Proven leadership and people management skills with experience managing and developing high-performing teams.
• Deep understanding of the public sector market, including procurement cycles, contracting mechanisms, and specific challenges (e.g., bureaucracy, resource constraints).
• Strong business acumen with the ability to lead renewal, upsell, and cross-sell conversations and navigate contract negotiations.
• Excellent communication, presentation, and interpersonal skills, capable of engaging with key stakeholders, government officials, and executives.
• Strategic thinking and problem-solving abilities, able to identify trends, analyze data, and make data-driven decisions.
• Strong technical aptitude, including familiarity with relevant software, SaaS solutions, and potentially specific platforms used in the public sector (e.g., FedRAMP/IL5 environments).
• Experience in a dynamic, fast-paced environment and ability to adapt to changing market conditions.

• Customer Satisfaction Score - health score
• Customer/project churn rate
• Revenue expansion
• Customer advocacy score
• Renewal Rates

• A bachelor's degree or foreign equivalent is required from an accredited institution. Will consider three years of progressive, relevant work experience instead of every year of education. Candidates who have completed a Master's degree program are strongly preferred.