Sr. Federal Customer Success Manager
Skillsoft
•$95,000 - $131,250•Remote
About The Position
Skillsoft is seeking an experienced Senior Federal Customer Success Manager (CSM) to be a strategic advisor who is responsible for driving skills-based outcomes in our Solutions Organization. In this role, you will have the opportunity to lead outcome-based executive level conversations tied to business priorities, not just learning activity. This is a remote position within the Eastern Time Zone.
Requirements
- 8+ years of professional B2B Customer Success Manager experience with a Bachelor’s degree or commensurate experience
- Experience working with highly complex Federal customers
- Expertise in being a strategic advisor, have a solution mindset, experience in customer relationship management, to include strengthening C-suite connections and cultivating customer champions.
- Proficient in Salesforce, Business Intelligence tools, MS Office Suite, and Customer Success Platform experience such as Gainsight or Churnzero
- Excellent communications skills with robust Executive presentation experience
- Operational rigor with the ability to drive data-led insights and decision making, as well as conduct regular pipeline and performance reviews
- Deep understanding of and comfortable operating in an AI-enabled, skills-based environment
- Strategic thinking and problem-solving, with the ability to confidently lead customers through change and platform evolution
Responsibilities
- Translate customer goals into clear success plans with measurable impact
- Advise on skills-based workforce transformation, not just learning programs
- Mastery of our solutions and be an expert in the evolving product offering
- Speak Credibly about AI-enabled capabilities and limitations
- Explain "why this matters" in practical, business terms
- Guide customers through ethical, responsible adoption conversations
- Confidently explain skills vs. competencies, job architectures, and proficiency models
- Guide customers through taxonomy decisions, benchmarks, and readiness planning
- Articulate the value to the customer of each of these approaches
- Use data to prioritize risk, opportunity, and expansion conversations
- Interpret dashboards and metrics to tell a clear story
- Tie Engagement and adoption data back to business outcomes
- Act as the quarterback across Product, Professional Services (PS), Sales and Support
- Serve as the voice of the customer at the account level, into roadmap and prioritization discussions, by feeding product and pricing teams with monetizable insights
- Partner in shaping repeatable plays and best practices
- Understand commercial levers and account economics
- Identify growth signals tied to maturity and outcomes
- Confidently partner with Sales on timing, readiness and value
- Lead customers through change, ambiguity and new operating models
- Prepare customers ahead of launches and transitions
- Reinforce adoption through structured enablement and reinforcement
Benefits
- medical
- dental
- vision
- paid time off
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What This Job Offers
Job Type
Full-time
Career Level
Senior
