Manager, Customer Success – Pub Sec

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

📋 Description

• Lead and enhance operations for Customer Success Managers and Technical Account Managers across Federal Civilian accounts.

• Take ownership of portfolio performance, covering renewals, expansion, adoption, and overall customer health.

• Identify and mitigate systematic risks throughout the customer lifecycle.

• Leverage forecasting, probabilities, and path-to-plan analysis to inform data-driven decisions.

• Link customer adoption to tangible revenue impacts and business outcomes.

• Serve as a player-coach responsible for the success of marquee accounts.

• Strategically collaborate with Sales, Product, and Go-To-Market teams.

• Partner in deal construction and commercial activities.

• Align customer success strategies with wider GTM initiatives.

• Build and develop high-performing Customer Success and Technical Account Manager teams.

• Provide coaching and mentorship to team members.

• Set operational standards and enforce rigor in service delivery.

• Transform individual actions into structured plays and organizational standards.

• Ensure consistent communication with all stakeholders.

• Promote a customer- and team-focused culture.

⛳️ Requirements

• Prior experience in formal people management and team leadership.

• Must have authorization to work in the United States.

• Proven success in portfolio impact, including renewals, saves, and adoption metrics.

• Experience with deal construction and commercial activities.

• Established influence across cross-functional teams in Sales, Product, and GTM organizations.

• Exceptional interpersonal, coaching, and mentorship abilities.

• Entrepreneurial mindset with a strong focus on execution.

• Clear and consistent communication style.

• Customer- and team-oriented approach with the ability to champion a positive culture.

• Preferred experience in public sector business environments.

• Familiarity with key industry solutions integrated within GTM strategy is preferred.

• Established relationships with marquee accounts is a plus.

• Experience in converting individual execution into broader packaged plays or organizational standards is preferred.

• Demonstrated capability to identify and establish benchmarks for operational excellence is preferred.

• Experience in navigating complex, highly technical renewal deal cycles is preferred.

🏝️ Benefits

• Equity

• Bonus

• Flexible work arrangements based on business needs and role.

• Reasonable accommodations available for candidates upon request.

• Opting out of interview recording does not affect candidacy.