Valor Executive Search

Compensation

Full Description

Justice systems don't need more data—they need better outcomes. Our client has built an AI-powered behavioral change platform combining learning science, expert coaching, and predictive analytics to help county agencies actually move the needle on recidivism, recovery, and rehabilitation. They are scaling fast across justice, recovery, and social services sectors. We are recruiting a Senior Account Success Manager to lead their customer success team and own relationships with county agencies, program partners, and justice system clients. You'll combine strategic account management, operational leadership, and data-driven insights to ensure clients succeed—and that success translates into measurable behavioral outcomes for the populations they serve. If you've managed public-sector customers in SaaS, behavioral health tech, or justice reform—and you know how to lead teams, scale operations, and turn data into action—this role offers serious impact and growth potential. What You'll Do Lead the Account Success Team Build, coach, and manage a high-performing team serving county and program partners. Set performance standards, conduct 1:1s, track KPIs, and partner with leadership to optimize staffing and workflows. Own Strategic Customer Relationships Serve as primary contact for assigned accounts—county agencies, justice programs, recovery organizations. Conduct business reviews, manage renewals and expansion, influence product roadmap, and ensure clients maximize platform value. Drive Operations & Process Improvement Monitor team caseloads, identify bottlenecks, refine workflows, lead quality assurance, and build SOPs that scale. You'll maintain the bird's eye view while ensuring execution excellence. Leverage Data for Insight & Strategy Design and deliver reports on behavioral trends, milestones, and outcomes. Analyze performance metrics to identify risks and opportunities. Present findings to leadership to guide decisions and resource allocation. Develop Talent Collaborate with leadership on training for new and existing team members. Mentor, coach, and develop internal talent while ensuring trauma-informed care principles guide all customer interactions. What You Bring Required: • 5+ years in customer success, account management, or operational leadership (public sector or human services preferred) • Bachelors degree in Business, Social Work, Psychology, or related field (or equivilant experience) • Proven experience managing teams and holding people accountable to metrics • Track record building relationships with government agencies, nonprofits, or justice system partners • Strong analytical skills—you turn data into strategy • Empathy, listening ability, and commitment to trauma-informed practices • Comfort with Zendesk or similar systems • Willingness to travel monthly for onsite client meetings Ideal: • Experience in juvenile justice, criminal justice, or social services • Background in SaaS, EdTech, behavioral health tech, or platform companies • Familiarity with evidence-based behavioral change frameworks Why This Role Matters You'll enable entire county systems to better serve vulnerable populations. Your success translates directly to measurable outcomes—lower recidivism, stronger recovery rates, better youth trajectories. You'll build the Account Success infrastructure as the company scales, with clear path to VP or Chief Customer Officer roles. You'll work alongside learning scientists, behavioral researchers, engineers, and social services experts committed to unlocking human potential through technology and evidence-based practice. What You'll Get • Competitive salary + commission/revenue share • Choice of 4 medical plans (United Healthcare) with $250/month subsidy • Dental, vision, disability, and life insurance • 401(k) with automatic 3% enrollment • Hybrid/Remote flexibility with occasional travel • PTO and wellness resources (Health Advocate, One Medical, Teladoc, TalkSpace) Pay: $95,000.00 - $125,000.00 per year Benefits: • 401(k) • Dental insurance • Health insurance • Paid time off Application Question(s): • How many direct reports have you managed at one time (largest team size)? • Is there anything else that you would like us to know about your background as it applies to this role? Experience: • public sector: 2 years (Preferred) • customer success / account management: 3 years (Preferred) • people management: 2 years (Required) Willingness to travel: • 25% (Required) Work Location: Remote