Senior Customer Success Manager - Federal
New
A
AA InclusionSaaS, identity security
Source API remote eligibility restrictions: United StatesFull-TimeSenior
Salary not disclosed
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Job Details
- Experience
- 5+ years of Public Sector customer success experience in SaaS organization.
- Required Skills
- SaaS
Requirements
- Have 5+ years of public-sector customer success experience in a SaaS organization.
- Have excellent knowledge and experience in Identity and Access Management (IAM) and security.
- Have strong knowledge of cloud architecture and on-premise IT environments.
- Bring extensive experience consulting on and implementing IT systems, preferably cloud services and/or identity management.
- Have knowledge of enterprise web technologies, security, and infrastructure.
- Specialized training in support, SAML, or security is preferred.
- Be able to craft and articulate a roadmap to help customers achieve success.
- Have experience presenting to executive teams.
- Demonstrate the ability to lead expansion and adoption in large accounts.
- Have experience in process improvement, decision making, process management, planning, information analysis, standards development, help desk, or service excellence.
- Experience with SaaS vendors such as Box, Google Apps, Salesforce, ServiceNow, or Workday is preferred.
- A bachelor's degree or equivalent experience is preferred.
- Be available to travel up to 35%.
Responsibilities
- Serve as the primary point of contact after sale and assume overall responsibility for customer adoption.
- Develop customer success strategies and collaborate with customers on solution roadmaps aligned with their business objectives.
- Build trusted-advisor relationships with customers and executive sponsors to drive product adoption and business value.
- Align account activities with customer business cases and strategies, and work with sales to position Success Services.
- Monitor adoption and utilization trends and recommend actions based on customer needs and risk.
- Educate customers about new features and releases.
- Identify renewal risk and collaborate with internal teams to address it and support successful renewals.
- Represent the voice of the customer and collect feedback to support continuous improvement, including product improvement.
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