Customer Success Manager

World Wide Technology Healthcare Solutions • Jenks, OK

2h • $65,000 - $85,000

About The Position

World Wide Technology (WWT) is currently seeking a Customer Success Manager – Federal (CSM) to own and guide the post signature customer experience for U.S. Federal clients who have invested in long term, recurring software and subscription agreements with WWT. This role is centered on driving measurable mission aligned outcomes, strengthening long term agency relationships, and ensuring customers realize full value from their investments across the software lifecycle within the federal acquisition environment.

The Customer Success Manager is accountable for understanding each customer’s business priorities, aligning WWT capabilities to those priorities, and proactively guiding customers toward adoption, value realization, and renewal. Success in this role is defined by customer satisfaction, realized business outcomes, and sustained partnerships—not transactional support.

This role requires a strong customer advocate mindset and the ability to partner cross‑functionally with Sales, Delivery, Operations, Finance, Marketing, and OEM partners to deliver a cohesive and high‑quality customer experience. The ideal candidate brings structure to ambiguity, communicates with clarity and confidence, and thrives in a fast‑paced, evolving CX organization. Day‑to‑day responsibilities will vary, but the consistent focus is proactive engagement, relationship management, and continuous improvement of the customer journey.

We are looking for a Customer Success Manager – Federal, who is curious, resilient, customer‑obsessed, and motivated to help shape the future of WWT’s Customer Experience practice.

To be successful in this role you should:
Be able to create and present clear, outcome‑focused content to customer executives and senior stakeholders
Be highly organized, with the ability to prioritize and pivot across multiple customers and initiatives
Be comfortable in an environment of high ambiguity tolerance
Be a self‑starter who operates effectively in a rapidly changing environment and with minimal guidance
Be thoughtful and practical in the approach to problem‑solving with a strong bias toward action
Be able to work independently while exercising sound judgment on where to focus time and effort
Be able to demonstrate a continuous learning mindset and openness to evolving responsibilities
Be capable of anticipating customer needs and risks before they surface, connecting insights to action
Be persistent, accountable and prepared to follow‑through with every customer engagement
Be able to create and present clear, outcome focused content to federal executives, program managers, and senior government stakeholders

Requirements

• Direct experience supporting and engaging customers with large‑scale, recurring technology or software agreements
• 3+ years of experience in Customer Success, Account Management, Sales, Project Management, Operations, IT, or related roles
• 2+ years of experience supporting U.S. Federal customers or operating within the federal market ecosystem
• Familiarity with federal procurement cycles, fiscal year budgeting, and compliance considerations
• Experience engaging stakeholders across all levels of a federal organization, including executive leadership and program owners
• Proven understanding of Enterprise Agreements and subscription‑based business models (Cisco experience preferred)
• Strong executive presence with the ability to communicate value and influence outcomes
• Demonstrated ability to operate effectively in ambiguity and drive clarity through structure
• Experience engaging stakeholders across all levels of an organization, including executive leadership
• Strong intrinsic motivation and commitment to continuous learning
• Proven project, process, or program management skills
• Ability to prioritize, organize, and manage multiple customer engagements simultaneously
• Strong relationship‑building skills and a collaborative working style
• Entrepreneurial mindset with a focus on improvement and innovation
• Strong analytical skills with the ability to interpret data and translate insights into action
• Critical thinker with a practical, customer‑first approach
• Present a professional, camera-ready presence for all virtual and in-person customer interactions across a diverse customer portfolio.
• Strong written and verbal communication skills across internal and customer-facing interactions.
• Professional demeanor and judgment in customer-facing environments.
• Comfortable working in evolving programs with clear direction and defined escalation paths.
• Undergraduate Degree in a related field or equivalent work experience is required

Responsibilities

• Serve as the primary post‑sales point of contact for assigned customers, building trusted advisor relationships across technical, operational, and executive stakeholders
• Own the end‑to‑end customer success motion for Enterprise Agreements and Subscription customers, from onboarding through renewal
• Partner closely with Field Sales, Delivery teams, and internal stakeholders to ensure alignment to customer goals and commitments
• Develop and maintain Customer Success Plans and Experience Roadmaps that reflect customer priorities, milestones, and success metrics
• Plan and facilitate customer health checks, onboarding sessions, Quarterly Business Reviews, and value realization discussions
• Lead outcome‑based Business Reviews at a cadence aligned to customer needs, highlighting adoption, value, risks, and opportunities
• Monitor customer health indicators, adoption trends, and consumption patterns to proactively identify risks and expansion opportunities
• Document customer activity, insights, and action plans in Gainsight and other CX systems
• Collaborate with OEM partners to deepen product knowledge and align resources in support of customer outcomes
• Define, track, and communicate KPIs related to customer health, adoption, retention, and experience
• Analyze data and customer feedback to inform recommendations and improve the overall customer journey
• Advocate for the customer internally, ensuring issues are addressed and experiences continuously improve
• Maintain flexibility to support customer needs, including occasional work outside regular business hours
• Contribute to efforts that improve customer experience, operational efficiency, and consistency of service delivery.
• Operate effectively in both virtual and in-person customer environments, adapting communication style as needed.
• Maintain regular and reliable attendance and be available to support customer or business needs outside of standard business hours when required.

Benefits

• Health and Wellbeing: Health, Dental, and Vision Care, Onsite Health Centers, Employee Assistance Program, Wellness program
• Financial Benefits: Competitive pay, Profit Sharing, 401k Plan with Company Matching, Life and Disability Insurance, Tuition Reimbursement
• Paid Time Off: PTO & Holidays, Parental Leave, Sick Leave, Military Leave, Bereavement
• Additional Perks: Nursing Mothers Benefits, Voluntary Legal, Pet Insurance, Employee Discount Program

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level