Customer Success Manager, Federal Accounts

As a Customer Success Manager, you will play a key role in building long-term customer relationships and driving retention, adoption, and revenue growth across a portfolio of enterprise and regulated-industry accounts. You will oversee the entire post-sale customer journey, from onboarding and implementation to renewals and account expansion. Working closely with Sales, Product, Engineering, and Support teams, you will help customers maximize the value of innovative cybersecurity and secure mobility solutions. You will serve as a trusted advisor to stakeholders at every level, from technical administrators to senior security and IT executives. Through data-driven account management, you will identify risks, anticipate customer needs, and deliver measurable business outcomes. This is an opportunity to join a growing technology environment where you can shape customer success strategies and contribute to the development of scalable processes.

• At least 5 years of experience in Customer Success, Account Management, or a similar post-sale role within a B2B SaaS environment.

• Demonstrated success managing a portfolio of accounts and consistently achieving or exceeding customer retention, renewal, and expansion targets.

• Proven experience managing the full customer lifecycle, particularly within enterprise or mid-market customer environments.

• Strong presentation and communication skills, with the ability to engage confidently with both technical stakeholders and senior executives, including Security Architects, CISOs, and CIOs.

• Data-driven approach to customer management, with practical experience using customer health scores, usage analytics, and KPIs to assess account performance and anticipate risks.

• Proficiency with Salesforce and at least one Customer Success platform, such as Planhat, Gainsight, ChurnZero, or Totango.

• Excellent relationship-building and stakeholder management skills, with the ability to establish credibility, maintain executive relationships, and navigate complex renewal discussions.

• Strong organizational skills, accountability, and the ability to manage competing priorities across a diverse customer portfolio.

• Proactive and solution-oriented mindset, with the ability to identify customer risks and growth opportunities before they become immediate concerns.

• Excellent written and verbal communication skills, combined with the confidence to lead strategic customer conversations and business reviews.

Nice-to-have qualifications:

• Previous experience supporting Federal Government, Defense Industrial Base, Financial Services, or Healthcare customers.

• An active Secret or Top Secret (TS) security clearance, as required for this position.

• Working knowledge of cybersecurity, mobile security, Virtual Desktop Infrastructure (VDI), or Zero Trust concepts.

• Experience developing Customer Success playbooks, operational frameworks, and scalable processes within a high-growth technology company.

• Interest in contributing to a growing team, improving internal practices, and helping establish a strong customer-centric culture.