Customer Success Manager - Federal

Cellebrite•Tysons, VA

1d•Remote

About The Position

Cellebrite’s (Nasdaq: CLBT) mission is to enable its global customers to protect and save lives by enhancing digital investigations and intelligence gathering to accelerate justice in communities around the world. Cellebrite’s AI-powered portfolio enables customers to lawfully access, collect, analyze and share digital evidence in legally sanctioned investigations while preserving data privacy. Thousands of public safety organizations, intelligence agencies and businesses rely on Cellebrite’s digital forensic and investigative solutions—available via cloud, on-premises and hybrid deployments—to close cases faster and safeguard communities. To learn more, visit www.cellebrite.com, https://investors.cellebrite.com/investors and find us on social media @Cellebrite. Position Overview: As a Customer Success Manager – Federal Solutions, your mission is to amplify the impact of Cellebrite’s products and services for our customers, knowing that each case closed brings communities closer to safety. Through proactive engagement and deep domain expertise, we empower customers to navigate the evolving digital forensics landscape with confidence and agility. We measure our success by our customers’ ability to accelerate justice outcomes, reflected in increased customer satisfaction (NPS), loyalty (GRR), and revenue growth (NRR).

Requirements

3–5 years’ experience in Customer Success / other Customer-Facing roles
Must be US Citizen with Active Government Clearance or ability to obtain a clearance.
Experience working in a global environment
Experience with supporting federal law enforcement, intelligence, defense or homeland security agencies.
Familiarity with digital forensics, digital intelligence, cyber security and investigative technologies.
Experience with CRM platforms such as Salesforce and customer success platforms such as Gainsight.
Critical Thinking, Data-informed decision making, prioritization, problem solving, storytelling
Effective Communication, Influence & Stakeholder Alignment, Leading through change
Prioritization and Focus, Self-Awareness, Systems Thinking, Excellent communication skills, both written and oral

Responsibilities

Serve as the primary post-sale point of contact for assigned accounts building strong relationships with executive, operational and investigative stakeholders.
Conduct strategic business reviews and align Cellebrite solutions with mission objectives, outcomes and evolving operational requirements.
Lead onboarding, adoption and enablement initiatives to accelerate customer value realization and increase solution utilization.
Monitor customer health, engagement and usage trends to proactively identify risks, drive success plans and improve operational effectiveness.
Drive customer retention, renewals and long-term success through proactive engagement and demonstrated business value.
Partner with sales teams to identify growth opportunities, develop account strategies, and forecast renewal and expansion outcomes.
Work closely with cross-functional teams, including Sales, SE’s, R&D, Product, and Technical Customer Support (TCS), to address customer feedback and needs.
Act as the voice of the customer by sharing feedback requirements and market insights with internal stakeholders.
Develop a deep understanding of federal law enforcement intelligence, defense and investigative environments to effectively support customer missions.
Identify opportunities within accounts to introduce additional solutions, supporting growth within existing customer bases.
Recognize and develop Customer Success Qualified Leads (CSQL) to feed potential growth back into the Sales pipeline.
Lead workshops designed to deepen customer understanding and usage of digital intelligence capabilities.
Represent Cellebrite in relevant forums, conferences, and public events to promote thought leadership and connect with the customer community.