Customer Success Manager, Commercial Accounts

Role overview Own the post-sale relationship for a portfolio of commercial and regulated-industry customers, helping them onboard, adopt a secure mobility platform, and achieve lasting value. You will be accountable for retention and growth, partnering with sales, technical, product, and support teams throughout the customer lifecycle.

Responsibilities - Lead customer onboarding and adoption, setting success plans with clear milestones. - Manage gross and net retention across an assigned portfolio; track usage and account health to spot risks early. - Coordinate renewals with account executives and identify opportunities for account expansion. - Build relationships across customer teams, from administrators to senior security and technology leaders, and lead business reviews that demonstrate value. - Represent customer needs to product and engineering teams and coordinate with support on escalations. - Maintain account plans, renewal forecasts, and customer success metrics in the CRM.

Requirements - At least five years of experience in customer success, account management, or a similar B2B SaaS post-sale role. - Active Secret or Top Secret security clearance. - Track record of managing a portfolio and meeting or exceeding retention, renewal, and expansion goals. - Experience supporting enterprise or mid-market customers across the full lifecycle. - Confidence presenting to technical and executive audiences, including security architects and senior technology leaders. - Data-driven approach to managing customer health and performance metrics. - Proficiency with Salesforce and a customer success platform.

Nice to have - Experience with federal, defense, financial services, or healthcare customers. - Knowledge of cybersecurity, mobile security, virtual desktop infrastructure, or zero-trust concepts. - Experience creating customer success playbooks or processes at a growing organization.

Benefits and work setup Listed base compensation is $160,000–$180,000, depending on experience, plus an annual performance bonus. Full-time benefits include medical, dental, and vision coverage, parental leave, life and disability coverage, and a 401(k) with employer matching.