Customer Success Manager – Government

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

📋 Description

• Take ownership of post-sale customer engagement for a portfolio of government clients through renewal and growth initiatives.

• Conduct regular check-ins, quarterly business reviews (QBRs), and success assessments that align with mission and business objectives.

• Develop and monitor customer success strategies, health indicators, usage metrics, sentiment analysis, adoption rates, integration status, and process shortcomings.

• Measure and influence the time to value, weekly active users (WAU), quota consumption, customer satisfaction (CSAT), onboarding duration, and retention rates.

• Identify and assist in upselling and expansion opportunities in collaboration with the Sales team.

• Support customers in implementing cyber threat intelligence workflows utilizing Team Cymru data and insights.

• Collaborate with Sales Engineers, Support, and Product teams to address obstacles and provide valuable feedback.

• Ensure effective handoffs from Sales to Customer Success that include customer goals and value expectations.

• Contribute to the development of onboarding experiences, training materials, and adoption strategies.

• Analyze customer input and offer recommendations for product improvements, innovation, and market-driven solutions.

• Mentor internal teams and customer stakeholders to bridge enablement gaps and manage change effectively.

⛳️ Requirements

• Minimum of 3 years in Customer Success, Technical Account Management, or similar post-sales roles within enterprise B2B software.

• Experience collaborating with government agency clients and technical stakeholders, including SOC, threat intelligence, or engineering teams.

• Preferred experience working with U.S. federal, state, or local government clients.

• Proven success in driving user adoption, retention, and expansion initiatives.

• Familiarity with cyber threat intelligence is a significant advantage.

• Knowledge of Salesforce, Gainsight, or comparable customer success platforms.

• Excellent communication skills for articulating business value to both technical and executive audiences.

• Strong problem-solving skills with a customer-centric approach and the ability to conduct root-cause analysis of adoption challenges.

• Ability to navigate ambiguity, work in data-scarce environments, and prioritize competing demands across multiple accounts.

• Experience guiding clients through change management processes and operational evolution.

• Capability to mentor internal teams and customer stakeholders in overcoming enablement challenges.

• Bachelor's degree or equivalent professional experience.

• Familiarity with cybersecurity frameworks and threat intelligence applications is a plus.

• CTI-related training, certifications, or vendor-specific credentials are preferred but not mandatory.

• Current or eligible U.S. security clearance is preferred but not mandatory.

• Willingness to travel occasionally within the U.S. and internationally as needed.

• Must address U.S. work authorization and immigration sponsorship requirements in the application process.

🏝️ Benefits

• Flexible remote work options.

• A collaborative culture driven by a mission-focused mindset.

• Opportunity to make a meaningful contribution to enhancing global security.

• Occasional travel for customer workshops, industry events, and team gatherings, both domestically and internationally.