Customer Success Manager, Federal Accounts
New
J
JobgetherCybersecurity SaaS
Remote working opportunity within the United States.Full-TimeManager
SalaryBase salary ranging from $160,000 to $180,000, depending on experience and qualifications. Annual performance bonus: Additional 10% performance bonus, primarily tied to company-wide performance.
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Job Details
- Experience
- At least 5 years of experience in Customer Success, Account Management, or a similar post-sale role within a B2B SaaS environment.
- Required Skills
- CybersecuritySalesforceCustomer SuccessAccount Management
Requirements
- At least 5 years of experience in Customer Success, Account Management, or a similar post-sale role in a B2B SaaS environment.
- Demonstrated success managing a portfolio and meeting or exceeding retention, renewal, and expansion targets.
- Experience managing the full customer lifecycle in enterprise or mid-market environments.
- Proficiency with Salesforce and at least one Customer Success platform, such as Planhat, Gainsight, ChurnZero, or Totango.
- Practical experience using customer health scores, usage analytics, and KPIs to assess account performance and anticipate risks.
- Ability to engage technical stakeholders and senior executives, including Security Architects, CISOs, and CIOs.
- Strong relationship-building, stakeholder management, organization, and prioritization skills.
- Previous experience supporting Federal Government, Defense Industrial Base, Financial Services, or Healthcare customers is preferred.
- An active Secret or Top Secret (TS) security clearance is preferred.
- Working knowledge of cybersecurity, mobile security, Virtual Desktop Infrastructure (VDI), or Zero Trust concepts is preferred.
- Experience developing Customer Success playbooks, operational frameworks, and scalable processes is preferred.
Responsibilities
- Own onboarding and adoption for an assigned customer portfolio, developing success plans with objectives, milestones, and measurable outcomes.
- Manage gross and net revenue retention across the book of business.
- Monitor engagement, product usage, and account health to identify risks and implement retention strategies.
- Lead renewal activities with Account Executives and maintain accurate renewal forecasts.
- Identify customer needs and expansion opportunities, generate qualified pipeline, and support revenue growth.
- Build relationships with customer stakeholders, including system administrators, security architects, CISOs, and CIOs.
- Lead Quarterly Business Reviews, present performance insights and ROI, and align product capabilities with customer objectives.
- Communicate customer feedback, product needs, and improvement opportunities to Product and Engineering.
- Partner with Technical Support to manage escalations and coordinate issue resolution.
- Maintain account plans, forecasts, health indicators, and success KPIs in Salesforce and other relevant platforms.
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