Customer Experience Manager II (CEM II) - Federal

Role overview A Customer Experience Manager II position focused on Federal government, state, and local accounts for a cybersecurity platform. The role owns a portfolio of accounts across the full customer lifecycle, from onboarding and adoption through renewal and expansion, acting as a strategic partner and primary point of contact. The manager partners cross-functionally with sales, solutions engineering, operations, product, security, and professional services to drive successful customer outcomes in mission-driven environments.

Responsibilities - Own a portfolio of Federal customers and develop trusted relationships with technical, security, program, procurement, and executive stakeholders. - Serve as the primary customer advocate and point of contact throughout the customer lifecycle. - Develop a deep understanding of each customer's mission, cybersecurity strategy, organizational structure, and priorities. - Build multi-threaded relationships across customer organizations to strengthen partnerships and reduce renewal risk. - Develop and execute customer success plans aligned to Federal customer objectives and cybersecurity priorities. - Drive adoption and utilization of products and services to ensure customers realize measurable value. - Conduct regular business reviews and executive conversations focused on outcomes, program performance, and strategic priorities. - Maintain oversight of account health, user adoption metrics, and emerging risks to the partnership.

Requirements - Three or more years of experience in customer success, customer experience, account management, or a related customer-facing role within cybersecurity or SaaS. - Experience working with Federal Government, Department of Defense, intelligence, civilian agencies, or Federal contractors. - Strong understanding of cybersecurity and the challenges faced by Federal organizations. - Experience managing complex enterprise accounts with multiple stakeholders, including renewals, retention, and account growth. - Strong executive presence and communication skills, with the ability to engage both technical and non-technical stakeholders. - Strong project management and organizational skills, with the ability to navigate complex procurement, contracting, and organizational processes. - Comfort working in a fast-paced, highly collaborative environment, with the ability to connect cybersecurity solutions to customer outcomes.

Nice to have - Background that complements working with mission-driven, security-focused Federal customers.

Benefits and work setup - Remote, work-from-home setup 100 percent of the time. - Commitment to fair, competitive compensation with a focus on collaboration and inclusion.