Infosys · 9 hours ago
Customer Success Leader – Public Sector
Rockville, MD
Full-time
Onsite
Director/Executive
17+ years expInfosys is a global leader in next-generation digital services and consulting. The Customer Success Leader for the Public Sector plays a crucial role in ensuring clients achieve maximum value from services, overseeing the entire customer journey from pre-sales to post-sales, with a focus on execution, retention, and expansion.
ConsultingInformation ServicesInformation TechnologyIT ManagementSoftware
Responsibilities
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
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
Qualification
Required
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
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
Preferred
Candidates who have completed a Master's degree program are strongly preferred
Benefits
Medical/Dental/Vision/Life Insurance
Long-term/Short-term Disability
Health and Dependent Care Reimbursement Accounts
Insurance (Accident, Critical Illness, Hospital Indemnity, Legal)
401(k) plan and contributions dependent on salary level
Paid holidays plus Paid Time Off
Company
Infosys
Infosys is a technology company that offers consulting, outsourcing, cloud infrastructure, program management, and software services.
10001+ employees
H1B Sponsorship
Infosys has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (5770)
2024 (5904)
2023 (7774)
2022 (7652)
2021 (5598)
2020 (9512)
Funding
Current Stage
Public CompanyTotal Funding
$200MKey Investors
ChrysCapital
2012-12-12IPO
2008-07-10Post Ipo Equity· $200M
Leadership Team
Salil Parekh
Chief Executive Officer and Managing Director
Anant Adya
Executive Vice President
Recent News
2026-01-17
Techcircle
2026-01-17
2026-01-16
Company data provided by crunchbase