Customer Success Manager, Federal Accounts

Role overview

Own the post-sale relationship for a portfolio of business customers, guiding them from onboarding through adoption, renewal, and account growth. The role combines customer advocacy with measurable responsibility for retention, partnering with sales, technical teams, product, and support to help customers achieve outcomes from a secure mobility solution.

Responsibilities

- Build customer success plans with clear onboarding and adoption milestones, and guide customers through the full lifecycle. - Manage retention across an assigned portfolio, monitoring usage and account health to spot risks early. - Lead renewal planning with account executives and identify opportunities for customer expansion. - Develop relationships with administrators and senior technology and security leaders; run business reviews that demonstrate value and return on investment. - Bring customer feedback to product and engineering teams, and coordinate with support on escalations. - Maintain account plans, renewal forecasts, and customer success measures in the CRM.

Requirements

- At least five years in customer success, account management, or a similar post-sale role in B2B software. - Demonstrated ownership of a customer portfolio and results against retention, renewal, and expansion goals. - Experience managing the full lifecycle for enterprise or mid-market accounts. - Confidence presenting to technical and executive audiences, including security leaders. - Data-driven portfolio management using health scores, usage, and performance indicators. - Proficiency with Salesforce and a customer success management platform.

Nice to have

- Experience supporting federal, defense, financial services, or healthcare customers; familiarity with cybersecurity, mobile security, virtual desktop infrastructure, or zero-trust concepts. - Experience developing customer success playbooks and processes in a growing organization. - An active Secret or Top Secret clearance is specified in the source as a desired qualification.

Benefits and work setup

The source lists base compensation of $160,000–$180,000, commensurate with experience, plus a 10% annual performance bonus. Benefits include medical, dental, and vision coverage, parental leave, life and disability coverage, and a retirement plan with employer matching.