Federal Customer Success Manager

📋 Description

• Drives quantifiable customer outcomes through disciplined management of Success Plans and Get Well Plans.

• Ensures customers derive verified value from the solutions they have acquired by coordinating cross-functional resources.

• Proactively identifies risks, escalates issues when necessary, and maintains accountability to established outcome objectives.

• Acts as the central hub for coordination, governance, and momentum to guarantee that customer success is intentional, measurable, and achieved.

⛳️ Requirements

• Experience in Federal Customer Success or a military background is advantageous.

• Clearance Required (Top Secret).

• Program Management Discipline – Converts outcomes into structured plans with milestones, responsible parties, timelines, and measurable checkpoints.

• Outcome Orientation – Concentrates on customer business results and verified value realization.

• Executive Presence – Communicates effectively with senior stakeholders and facilitates executive reviews with credibility.

• Risk Detection and Mitigation – Recognizes early warning signals and formulates structured recovery plans.

• Cross-Functional Leadership – Engages internal resources without formal authority.

• Stakeholder Mapping and Alignment – Identifies the right decision-makers and ensures multi-level engagement.

• Escalation Judgement – Escalates issues appropriately with structured context and solutions.

• Analytical and Commercial Acumen – Links SaaS metrics and value realization to renewal and growth.

• Accountability and Follow-Through – Ensures the fulfillment of commitments with execution rigor.

• Resilience and Composure – Maintains leadership presence during high-pressure and risk situations.

• Technical Troubleshooting Acumen – Proven experience in Tier 1 or Tier 2 troubleshooting.

🏝️ Benefits

• Flexible workplace policies.

• Employee resource groups.

• Learning and development resources.

• Career progression pathways.

• Community engagement initiatives.

• Global employee wellness programs.