Customer Success Manager, Federal Accounts

This is a fully remote position, open to applicants in United States.

📋 Description

• Take ownership of onboarding and adoption by creating success plans with defined milestones for each customer.

• Manage gross and net retention for a designated portfolio of clients.

• Track health scores and usage to identify renewal risks early, and collaborate with Account Executives during the renewal process.

• Recognize expansion opportunities and cultivate a pipeline for qualified expansions.

• Develop multi-faceted relationships with stakeholders from administrators to CISOs and CIOs, and conduct QBRs that demonstrate ROI.

• Serve as the customer advocate to Product and Engineering teams, and collaborate with Support on escalations.

• Maintain up-to-date account plans, renewal forecasts, and Customer Success KPIs in the CRM system.

• Oversee the post-sale journey for a portfolio of commercial and regulated-industry clients, focusing on onboarding, adoption, renewals, and expansions.

⛳️ Requirements

• Minimum of 5 years in Customer Success, Account Management, or a comparable post-sale role within B2B SaaS.

• Proven success in managing a portfolio of clients while surpassing retention, renewal, and expansion goals.

• Experience overseeing the complete customer lifecycle for enterprise or mid-market accounts.

• Comfortable presenting to both technical and executive audiences, including Security Architects, CISOs, and CIOs.

• Data-oriented, with a background in utilizing health scores and KPIs to manage a portfolio effectively.

• Skilled in Salesforce and a Customer Success platform such as Planhat, Gainsight, ChurnZero, or Totango.

• Experience assisting Federal, Defense Industrial Base, Financial Services, or Healthcare clients.

• Active Secret/TS clearance is required.

• Familiarity with cybersecurity, mobile security, VDI, or zero-trust principles.

• Experience in developing Customer Success playbooks and processes within a growth-oriented company.

• Proactive, organized, and accountable, demonstrating exceptional written and verbal communication skills.

🏝️ Benefits

• Medical insurance

• Dental insurance

• Vision insurance

• Parental leave

• Life insurance

• Disability packages

• 401(k) plan with employer-matching contributions vesting from the first day of employment

• Performance bonus

• Investment in tools and skills development