Federal Customer Success Manager
About The Position
Riverbed, the leader in AIOps for observability, helps organizations optimize their users’ experiences by leveraging AI automation for the prevention, identification, and resolution of IT issues. With over 20 years of experience in data collection and AI and machine learning, Riverbed’s open and AI-powered observability platform and solutions optimize digital experiences and greatly improve IT efficiency. Riverbed also offers industry-leading Acceleration solutions that provide fast, agile, secure acceleration of any app, over any network, to users anywhere. Together with our thousands of market-leading customers globally – including 95% of the FORTUNE 100 – we are empowering next-generation digital experiences. Learn more at riverbed.com Position Title: Federal Customer Success Manager( CSM) Location: Remote/Home MD, VA, DC area. At Riverbed the Federal Customer Success Manager drives measurable customer outcomes through disciplined program management of Success Plan and Get Well Plan execution. The CSM ensures our Federal Customers realize verified value from the solutions they have purchased by orchestrating cross-functional resources, proactively identifying risks, escalating when necessary, and maintaining accountability to defined outcome objectives. This role serves as the central point of coordination, governance, and momentum to ensure customer success is intentional, measurable, and achieved.
Requirements
- Federal Customer Experience or a Military background are required.
Responsibilities
- Program Management Discipline – Translates outcomes into structured plans with milestones, owners, timelines, and measurable checkpoints
- Outcome Orientation – Focuses on customer business results and verified value realization
- Executive Presences – Communicates effectively with senior stakeholders and leads executive reviews with credibility
- Risk Detection and Mitigation – Identifies early warning signals and builds structured recovery plans
- Cross-Functional Leadership – Mobilizes internal resources without formal authority
- Stakeholder Mapping and Alignment – Confirms proper decision-makers and multi-level engagement
- Escalation Judgement – Escalates appropriately with structured context and solutions
- Analytical and Commercial Acumen – Connects SaaS metrics and value realization to renewal and growth
- Accountability and Follow-Through – Drives closure of commitments with execution rigor
- Resilience and Composure – Maintains leadership presence during risk and pressure situations
- Technical Troubleshooting Acumen – Demonstrated Tier 1 or Tier 2 troubleshooting experience leveraged to protect and advance customer outcomes by identifying technical blockers to adoption, clearly articulating impact and remediation paths, and coordinating cross-functional resolution to maintain momentum toward defined success objectives
Benefits
- flexible workplace policies
- employee resource groups
- learning and development resources
- career progression pathways
- community engagement initiatives
- global employee wellness programs
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
