Customer Success Manager - Federal
About The Position
As a Federal Customer Success Manager (CSM) at LVT, you will lead the post-sale journey for our most critical government partnerships. You aren't just managing accounts; you are a strategic advisor helping federal agencies leverage AI-driven hardware and software to solve complex security and operational challenges. By driving deep adoption and fostering long-term advocacy, you will ensure our federal clients achieve mission-critical outcomes. This role requires a sophisticated communicator who thrives at the intersection of technology and public sector strategy. This role is based fully in-office at our Headquarters in American Fork, Utah, and requires regular travel to engage with federal stakeholders on-site.
Requirements
- Public Sector Expertise: 4+ years of experience in Customer Success or Account Management specifically within the Federal or Public Sector space.
- Technical Sophistication: Proven ability to manage complex SaaS or hardware-enabled software relationships, translating technical capabilities into mission outcomes.
- Operational Excellence: Deep experience using CRM and CS tools (Salesforce, Gainsight, etc.) to track engagement and forecast retention accurately.
- Poise Under Pressure: A master of de-escalation who remains calm and solutions-oriented during high-stakes conversations or technical hurdles.
- Strategic Communicator: Exceptional ability to communicate clearly and concisely to both technical users and non-technical executive leadership.
- Adaptable & Resilient: A self-starter who thrives in a fast-paced environment and can pivot quickly as federal regulations or agency priorities shift.
- Mission-Oriented: Passionate about the impact of technology on public safety and dedicated to driving mutually beneficial results for both LVT and our customers.
Responsibilities
- Strategic Relationship Management: Serve as the primary executive contact for a portfolio of Federal accounts, building high-trust relationships with key stakeholders and agency leaders.
- Mission-Driven Onboarding: Partner with internal technical and implementation teams to ensure a seamless transition from sales to active deployment, tailoring the experience to meet stringent federal requirements.
- Product Advocacy & Training: Conduct high-impact training sessions and executive business reviews (EBRs) to ensure agencies are maximizing the full utility of the LVT platform.
- Proactive Account Health: Monitor usage patterns and health metrics to preemptively address potential friction points, collaborating with technical support to resolve escalations with urgency.
- Growth & Retention Strategy: Drive the renewal process in coordination with the sales team, identifying opportunities for expansion and cross-functional utility of LVT units within the public sector.
- Feedback Collection: Act as the voice of the Federal customer to our Product and Engineering teams, influencing the roadmap based on unique government needs and security standards.
- Impact Measurement: Success in this role is measured by Net Retention Rate (NRR), customer health scores, and the speed-to-value for newly deployed federal units.
Benefits
- We believe you do your best work when your whole life is supported. We invest in our crew’s health, families, and financial futures with a benefits package designed to support you inside and outside the office.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
Number of Employees
11-50 employees
