Senior Federal Customer Success Manager

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

📋 Description

• Transform customer objectives into actionable success plans with measurable outcomes

• Provide guidance on skills-focused workforce transformation rather than solely on learning initiatives

• Possess thorough knowledge of our solutions and become an authority on the evolving product offerings

• Communicate effectively about the capabilities and limitations of AI-enabled features

• Clarify the significance of these elements in practical business terms

• Assist customers in navigating discussions around ethical and responsible adoption

• Clearly differentiate between skills and competencies, job architectures, and proficiency models

• Support customers in making decisions regarding taxonomy, benchmarks, and readiness planning

• Convey the customer value of each approach effectively

• Utilize data to prioritize discussions around risks, opportunities, and expansion

• Analyze dashboards and metrics to present a coherent narrative

• Connect engagement and adoption metrics to business results

• Act as a coordinator among Product, Professional Services (PS), Sales, and Support teams

• Represent the voice of the customer at the account level in roadmap and prioritization discussions by providing product and pricing teams with monetizable insights

• Collaborate in developing repeatable strategies and best practices

• Grasp commercial dynamics and account economics

• Recognize growth indicators related to maturity and outcomes

• Confidently collaborate with Sales regarding timing, readiness, and value

• Guide customers through transitions, uncertainties, and new operating models

• Prepare customers in advance for launches and transitions

• Strengthen adoption through structured enablement and reinforcement

⛳️ Requirements

• Over 8 years of professional B2B Customer Success Manager experience, accompanied by a Bachelor’s degree or equivalent experience

• Experience engaging with highly complex Federal clients

• Proven track record as a strategic advisor, possessing a solution-oriented mindset and experience in customer relationship management

• Proficient in Salesforce, Business Intelligence tools, the MS Office Suite, and Customer Success Platforms such as Gainsight or Churnzero

• Exceptional communication abilities with extensive experience in Executive presentations

• Strong operational rigor, capable of driving data-informed insights and decision-making, along with conducting regular pipeline and performance evaluations

• In-depth understanding of and comfort in operating within an AI-driven, skills-focused environment

• Ability to think strategically and solve problems, confidently guiding customers through change and platform advancements

• Willingness to travel up to 20%

🏝️ Benefits

• Medical coverage

• Dental coverage

• Vision coverage

• Paid time off