Senior Customer Success Manager – Federal
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Job Description
Senior Customer Success Manager managing federal/military clients for a cyber resilience platform. Focused on onboarding, training, and strategic outcomes in a remote role.
Responsibilities:
- Partner with our customers to ensure effective onboarding, where you will walk them through our customer lifecycle, agree upon outcomes, and work towards those success criteria
- Train clients on how they and their teams will get the most out of our product suite
- Set strategies for the customer, put in place objectives and measure success
- Collaborate with our professional service and customer support team to deliver a strategic vision
- Identify upsell and cross-sell opportunities and partner with sales to help them close opportunities
- Run customer success reviews with your clients to ensure value is understood at an executive level
Requirements:
- 6+ years of experience in customer success management, account management, or equivalent within a SaaS environment
- Experience working with & managing relationships at federal agencies, military branches and/or civilian municipalities
- Exceptional planning and communication skills
- Stellar presentation skills, client management, and written communication skills.
- Experience in implementing customer solutions
- Experience in project management with a proven track record of managing multiple projects to completion, along with excellent planning and organizational skills
- Ability to maintain a high-valued outcome-based relationship with an eclectic customer profile base
- Willing to travel periodically based on the business and project’s needs
- Experience in cybersecurity is a plus
- Active security clearance is a plus but not required
Benefits:
- Prosper in our success with share options, and rewards for doing great work and living our values
- Look after you and your family with health, dental, and disability insurance, fully paid sick leave, and mental health support
- Save for the future with a 401K match of up to 5% – effective immediately
- 33 holiday days plus two volunteering days, 12 weeks enhanced parental leave, and your birthday off.
- Flexible and remote working, so you can work when and where you work best
- Career and learning development through the platform and our Learn Anything fund
- Monthly socials and sports clubs for our sociable, tight-knit teams (we’ve done everything from cake making to escape rooms)
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