Customer Success Manager, Federal Accounts
New
H
Hypori, Inc.Cybersecurity SaaS
Remote - USFull-TimeManager
Salary$160,000 – $180,000 (commensurate with experience), plus 10% annual performance bonus.
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Job Details
- Experience
- 5+ years in Customer Success, Account Management, or a similar post-sale role in B2B SaaS
- Required Skills
- CybersecuritySalesforceCustomer SuccessAccount Management
Requirements
- Have 5+ years in Customer Success, Account Management, or a similar post-sale role in B2B SaaS.
- Demonstrate ownership of a book of business and a track record of exceeding retention, renewal, and expansion targets.
- Have experience managing the full customer lifecycle for enterprise or mid-market accounts.
- Be confident presenting to technical and executive audiences, including Security Architects, CISOs, and CIOs.
- Use health scores and KPIs to manage a portfolio.
- Be proficient with Salesforce and a Customer Success platform such as Planhat, Gainsight, ChurnZero, or Totango.
- Nice to have: experience supporting Federal, Defense Industrial Base, Financial Services, or Healthcare customers.
- Nice to have: an active Secret/TS clearance.
- Nice to have: working knowledge of cybersecurity, mobile security, VDI, or zero-trust concepts.
- Nice to have: experience building Customer Success playbooks and processes at a growth-stage company.
Responsibilities
- Own onboarding and adoption, building success plans with clear milestones for each customer.
- Own gross and net retention for an assigned book of business.
- Monitor health scores and usage to flag renewal risk early, and lead renewals with Account Executives.
- Identify expansion opportunities and generate qualified expansion pipeline.
- Build relationships with administrators, CISOs, and CIOs, and run QBRs that show ROI.
- Represent the voice of the customer to Product and Engineering, and partner with Support on escalations.
- Keep account plans, renewal forecasts, and CS KPIs current in CRM.
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