Customer Success Manager

About Public Pulse

Public Pulse builds the communication and decision-making platform that modern parliamentary offices rely on. We handle constituent correspondence at scale - thousands of emails per week flowing through shared inboxes - and pair it with AI-powered drafting, approval workflows, CRM tracking, and real-time collaboration tools.

About the Role

Government teams do not adopt software the way startups do. Parliamentary offices have established workflows built over years, limited IT support, and staff who are under constant time pressure - especially during sitting weeks when the volume of constituent correspondence spikes dramatically. When they decide to try a new platform, the onboarding experience determines whether it sticks or gets abandoned within a month.

We are looking for a Customer Success Manager to own the post-sale relationship with parliamentary offices using Public Pulse. You will be the primary point of contact after an office signs up - guiding them through setup, configuring the platform for their specific workflows, training their staff (from tech-savvy advisors to electorate officers who prefer paper), and ensuring they get genuine, measurable value from the platform.

This is not a role where you send quarterly check-in emails and track NPS scores. You will be in the weeds with your customers - sitting in their offices during onboarding, troubleshooting email ingestion issues at 8am before a parliamentary hearing, and building training materials that account for the reality that half the office changed after the last election.

The insights you surface will directly shape our product. When you notice that three different offices are all struggling with the same workflow, that becomes a feature request with real evidence behind it. You are not just supporting customers - you are making the product better.

Responsibilities

• Own end-to-end onboarding for new parliamentary offices - account setup, email integration, knowledge base configuration, staff training, and go-live support
• Conduct regular check-ins with active customers to track adoption, identify blockers, and expand usage across teams within an office
• Run training sessions - in-person at parliamentary offices and remote - for government staff with widely varying levels of technical comfort
• Build and maintain onboarding playbooks, help centre content, and training materials tailored to government workflows and terminology
• Triage and resolve support requests, escalating technical issues to engineering with clear reproduction steps, screenshots, and user context
• Track customer health metrics - adoption rates, feature usage, response times - and proactively identify at-risk accounts before issues escalate
• Work closely with sales on renewals, expansions, and case study development

You May Be a Good Fit If You

• Have 2+ years in customer success, account management, or client services - ideally in B2B SaaS
• Have experience working with government clients or within government organisations - you understand the pace, the formality, and the constraints
• Are an exceptional communicator who can explain technical concepts patiently and clearly to people who did not grow up with software
• Are highly organised and can manage multiple accounts at different onboarding stages without dropping balls
• Are comfortable with technology - you do not need to write code, but you can learn a SaaS platform deeply and troubleshoot common issues independently
• Have genuine empathy and patience - government staff are under real pressure and may not be tech-savvy, and you need to meet them where they are

Strong Candidates May Also Have

• Direct experience in a parliamentary office, government agency, or political organisation
• Experience with CRM tools, support platforms (Intercom, Zendesk), or customer health scoring methodologies
• Experience creating training content - videos, written guides, or interactive walkthroughs
• Based in Sydney or Canberra with willingness to travel for in-person onboarding sessions
• A knack for turning customer pain points into actionable product feedback