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United States
Remote only
Not Available
This position is listed on behalf of a partner company, which manages all applications and next steps. Our partner is looking for a Customer Success Manager, Federal Accounts based in the United States.
As a Customer Success Manager, you will play a key role in building long-term customer relationships and driving retention, adoption, and revenue growth across a portfolio of enterprise and regulated-industry accounts. You will oversee the entire post-sale customer journey, from onboarding and implementation to renewals and account expansion. Working closely with Sales, Product, Engineering, and Support teams, you will help customers maximize the value of innovative cybersecurity and secure mobility solutions. You will serve as a trusted advisor to stakeholders at every level, from technical administrators to senior security and IT executives. Through data-driven account management, you will identify risks, anticipate customer needs, and deliver measurable business outcomes. This is an opportunity to join a growing technology environment where you can shape customer success strategies and contribute to the development of scalable processes.
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.
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.
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.
