Customer Success Manager, Federal Accounts.

Accountabilities

• Own the onboarding and adoption journey for an assigned portfolio of customers, developing tailored success plans with clear objectives, milestones, and measurable outcomes.

• Take responsibility for gross and net revenue retention across your book of business, making customer retention and long-term value your primary performance priorities.

• Monitor customer engagement, product usage, and account health indicators to identify potential risks early and implement proactive retention strategies.

• Lead renewal activities in close partnership with Account Executives, ensuring renewal forecasts are accurate and opportunities are identified well in advance.

• Identify customer needs and uncover opportunities for account expansion, generating qualified pipeline and supporting revenue growth.

• Build and maintain strong, multi-level relationships with customer stakeholders, including system administrators, security architects, CISOs, and CIOs.

• Lead Quarterly Business Reviews (QBRs), presenting performance insights, demonstrating return on investment, and aligning product capabilities with customer business objectives.

• Represent the voice of the customer internally, communicating feedback, product needs, and improvement opportunities to Product and Engineering teams.

• Partner with Technical Support to manage customer escalations, coordinate issue resolution, and maintain high levels of customer satisfaction.

• Maintain accurate account plans, renewal forecasts, customer health indicators, and customer success KPIs within Salesforce and other relevant platforms.

• Develop and improve customer success playbooks, processes, and operational practices to support the organization's growth and scalability.

Requirements:

• At least 5 years of experience in Customer Success, Account Management, or a similar post-sale role within a B2B SaaS environment.

• Demonstrated success managing a portfolio of accounts and consistently achieving or exceeding customer retention, renewal, and expansion targets.

• Proven experience managing the full customer lifecycle, particularly within enterprise or mid-market customer environments.

• Strong presentation and communication skills, with the ability to engage confidently with both technical stakeholders and senior executives, including Security Architects, CISOs, and CIOs.

• Data-driven approach to customer management, with practical experience using customer health scores, usage analytics, and KPIs to assess account performance and anticipate risks.

• Proficiency with Salesforce and at least one Customer Success platform, such as Planhat, Gainsight, ChurnZero, or Totango.

• Excellent relationship-building and stakeholder management skills, with the ability to establish credibility, maintain executive relationships, and navigate complex renewal discussions.

• Strong organizational skills, accountability, and the ability to manage competing priorities across a diverse customer portfolio.

• Proactive and solution-oriented mindset, with the ability to identify customer risks and growth opportunities before they become immediate concerns.

• Excellent written and verbal communication skills, combined with the confidence to lead strategic customer conversations and business reviews.

Nice-to-have qualifications:

• Previous experience supporting Federal Government, Defense Industrial Base, Financial Services, or Healthcare customers.

• An active Secret or Top Secret (TS) security clearance, as required for this position.

• Working knowledge of cybersecurity, mobile security, Virtual Desktop Infrastructure (VDI), or Zero Trust concepts.

• Experience developing Customer Success playbooks, operational frameworks, and scalable processes within a high-growth technology company.

• Interest in contributing to a growing team, improving internal practices, and helping establish a strong customer-centric culture.

Benefits:

• Competitive annual compensation: Base salary ranging from $160,000 to $180,000, depending on experience and qualifications.

• Annual performance bonus: Additional 10% performance bonus, primarily tied to company-wide performance.

• Comprehensive healthcare coverage: Medical, dental, and vision insurance.

• Retirement planning: 401(k) plan with employer matching contributions, with vesting beginning on the first day of employment.

• Family support: Parental leave benefits.

• Financial protection: Life insurance and short- and long-term disability coverage.

• Remote flexibility: Remote working opportunity within the United States.

• Professional development: Investment in the tools, skills, and resources needed to support professional growth and effective collaboration.

• Career growth: Opportunity to contribute to customer success strategy, develop scalable processes, and help shape a growing cybersecurity SaaS organization.