Senior Manager, Customer Success

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

📋 Description

• Lead, mentor, and coach a team of 8 Customer Success Managers focused on the Public Sector.

• Set performance objectives, KPIs, and developmental strategies.

• Direct complex account strategies, stakeholder mapping, executive business reviews, and plans for risk mitigation.

• Oversee resource distribution, patch allocation, and operational priorities across public sector portfolios.

• Take ownership of portfolio retention and growth objectives that influence GRR and NRR.

• Identify and manage potential account risks.

• Promote the utilization and adoption of Endpoint, Network/NDR, Data Security/DLP, and SecOps/Helix solutions.

• Ensure that Success Plans are created, maintained in Totango/CRM, and executed effectively.

• Collaborate with Sales Account Executives and Renewal Managers on opportunities for expansion and renewal risks.

• Manage CRM/Totango operational routines, track customer health, log touchpoints, and flag risks.

• Formulate Go-To-Green recovery plans and lead escalations with executives.

• Set standards for onboarding, health monitoring, and portfolio evaluations.

• Work in coordination with Professional Services, Technical Support, DSEs, TSAs, Field CTOs, Solutions Engineers, and Product Management.

• Align customer needs and feedback with product development roadmaps.

• Ensure compliance with U.S. Public Sector procurement cycles, FAR standards, funding deadlines, and agency security requirements.

• Drive improvements in GRR, NRR, product adoption, health scores, Success Plan adherence, and team operational efficiency.

⛳️ Requirements

• Bachelor’s degree in Business, Cybersecurity, Information Technology, or a related discipline (or equivalent practical experience).

• Over 8 years of progressive experience in Customer Success, Account Management, or Technical Consulting within enterprise SaaS or Cybersecurity.

• At least 3 years of direct experience managing customer-facing teams in high-growth contexts.

• Extensive knowledge of the U.S. Public Sector market, including Federal Civilian, DoD, IC, or State & Local Government.

• Proven expertise in cybersecurity domains such as Endpoint Protection, Extended Detection & Response, Network Security/NDR, DLP, SIEM, or SecOps.

• Demonstrated proficiency in customer success operations platforms like Totango, Gainsight, or Salesforce.

• Strong understanding of government contracting processes, agency budget cycles, and public sector risk governance.

• Must be a U.S. Citizen.

• Active Secret or Top Secret/SCI security clearance (or eligibility to obtain) is preferred.

• Industry certifications such as PMP, Security+, CISSP, or Certified Customer Success Manager are highly desirable.

• Capability to engage confidently with CISOs, CDIOs, Agency Directors, and other executive leaders.

• Ability to analyze portfolio metrics, identify adoption challenges, and implement tactical mitigation strategies.

🏝️ Benefits

• Retirement Plans

• Medical, Dental and Vision Coverage

• Paid Time Off

• Paid Parental Leave

• Support for Community Involvement

• Flexible work hours

• Family-friendly benefits