Senior Customer Success Manager, Fed/SLED

📋 Description

• Oversee strategic customer relationships following sales, emphasizing adoption, retention, and value delivery with minimal supervision

• Conduct outcome-focused QBRs/EBRs and spearhead success planning to ensure alignment between customer objectives and platform functionalities

• Promote platform adoption and feature utilization through best practices, enablement, and education regarding roadmap advancements

• Track account health using data-driven insights; proactively recognize risks and lead coordinated efforts for mitigation

• Address complex escalations through timely and clear communication, prioritizing long-term customer trust and satisfaction

• Work collaboratively with Sales, Engineering, and Support to impact renewal and expansion results

• Serve as the internal advocate for the customer, providing structured feedback to the Product and other teams

• Facilitate knowledge sharing and contribute to the development of internal processes or mentoring when appropriate

⛳️ Requirements

• Over 8 years of experience in enterprise SaaS, including a minimum of 3 years in Customer Success, TAM, or support roles

• Demonstrated success in managing complex customer relationships, particularly with executive-level stakeholders

• Excellent communication, analytical, and problem-solving abilities with a focus on achieving measurable results

• Technical knowledge of internet and networking technologies; familiarity with security products is an advantage

• Proficient in CRM and support tools like Salesforce and Jira

• Bachelor’s degree in a technical discipline (e.g., Computer Science, Engineering) or equivalent professional experience

🏝️ Benefits

• Actual compensation may include bonuses or incentive compensation

• Equity

• Comprehensive benefits package