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

• Act as the main point of contact following the sale

• Take on the overall responsibility for customer adoption

• Implement customer success strategies and collaborate effectively

• Establish a trusted advisory relationship with customers and executive sponsors

• Work alongside internal team members to align account activities with the customer's business objectives and strategy

• Track and analyze adoption and utilization trends

• Educate customers about new features and updates

• Identify renewal risks and collaborate with internal teams to address them, ensuring a successful renewal process

• Represent the voice of the customer and gather feedback to promote continuous improvement across all areas, including product development

• Over 5 years of experience in Public Sector customer success within a SaaS organization

• In-depth knowledge and experience in Identity and Access Management (IAM) and the Security domain

• Strong understanding of cloud architecture alongside on-premise IT environments

• Extensive background in consulting and implementing IT systems, preferably in cloud services and/or identity management

• Familiarity with enterprise web technologies, security measures, and innovative infrastructures

• Specialized training in support, SAML, and security is preferred

• Capability to design and articulate a roadmap for customer success

• Excellent communication skills with experience in presenting to executive teams

• Proven ability to lead expansion and adoption efforts in large accounts

• Experience with SaaS vendors such as Box, Google Apps, Salesforce, ServiceNow, and Workday is preferred

• Bachelor's Degree preferred or equivalent professional experience

• Willingness to travel up to 35%

• Opportunity to access federal environments

• Access to protected federal data

• Required to submit documentation proving U.S. Person status upon hire

Senior Customer Success Manager – Federal

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