Customer Success Manager – Federal

This is a fully remote position, open to applicants in District of Columbia.

📋 Description

• Act as the main point of contact for a portfolio of federal clients throughout the entire customer lifecycle.

• Organize customer interactions to ensure that commitments, deliverables, and essential objectives are achieved on time, while keeping precise engagement records and status updates.

• Facilitate regular business reviews, success planning sessions, and assessments of customer health.

• Manage customer communications during product updates, releases, and any events that may impact services.

• Cultivate a comprehensive understanding of customer missions, priorities, and operational contexts.

• Collaborate with customers to guarantee successful onboarding, deployment, adoption, and continuous use of HiddenLayer solutions.

• Monitor customer health and proactively address any risks that might affect customer success, satisfaction, or renewal.

• Gather, prioritize, and relay customer feedback to the Product and Engineering teams.

• Advocate for customer requirements and mission needs in internal conversations and product planning efforts.

• Collaborate with Account Executives and leadership to assist in contract renewals, option year exercises, and expansion opportunities.

⛳️ Requirements

• Over 5 years of experience in Customer Success, Technical Account Management, or a similar customer-focused role.

• Experience working with U.S. Federal Government clients, including DoD, IC, DHS, or civilian agencies.

• Technical expertise in cybersecurity, data science, machine learning, cloud infrastructure, or enterprise security.

• Strong capability to establish credibility and relationships with both technical and executive stakeholders.

• Experience overseeing complex customer engagements that involve multiple stakeholders and mission-critical environments.

• Excellent communication, presentation, and problem-solving abilities.

• Self-motivated individual who thrives in a dynamic, high-growth environment.

• Willingness to travel as required to support customer engagements.

🏝️ Benefits

• Fully Remote: We operate as a completely remote global team. Although we are geographically distributed, we make a concerted effort to gather the team together a couple of times each year. We provide a generous stipend for your home office setup, annual upgrades to ensure you have a comfortable workspace, and a monthly allowance for internet/phone expenses.

• Flexible Time Off: Enjoy unlimited and flexible time off for all salaried employees, in addition to 15 paid company holidays.

• Commitment to Learning and Development: We promote personal growth and education through a dedicated L&D fund that can be utilized for training, conferences, certifications, and industry events.

• Diversity, Equity, and Inclusion: We are dedicated to building a diverse team comprising individuals from various backgrounds, experiences, abilities, and perspectives, and we take pride in being an equal opportunity employer.