Head of Customer Success

Knox Systems•Washington, DC

1d•$165,000 - $185,000

About The Position

Knox runs the largest Federal managed cloud, building and operating secure cloud and AI environments that support the U.S. government’s most critical missions — from national security and public safety to essential public services. Our customers rely on Knox to deploy production systems that meet the highest standards for security, reliability, and compliance. Work at Knox is high-impact and purpose-driven. The problems we solve are high-stakes, the expectations are high, and the results are visible. Speed, rigor, and trust matter here - because the environments we secure cannot fail. Your contributions are visible, your expertise is relied upon, and the impact of your work is immediate and measurable. We operate at federal scale, securing some of the most sensitive government environments in the country - because the systems we build must perform without fail. To support this next phase, Knox is appointing a Head of Customer Success to own the post-sales customer journey across its client base. This individual will lead Knox's post-implementation customer organization, build and scale the Technical Account team. Management (TAM) function from scratch to 4+ TAMs quickly and serve as the senior executive point of contact for Knox's most important accounts. The Head of Customer Success will work closely with Sales, Engineering, Security, Compliance, Product, and Operations leadership to drive customer health, retention, expansion readiness, and long-term satisfaction.

Requirements

8+ years of experience in customer success, account management, or client services, with at least 3-4 years in a leadership role.
Proven track record of building and scaling a customer success function at regulated or compliance driven environments.
Demonstrated success managing and developing a team of managers and individual contributors.
Familiarity with FedRAMP, NIST 800-53, or regulated operational environments preferred.
Strong understanding of cloud operations and Saas delivery models.
Experience partnering cross-functionally to drive customer outcomes and product feedback loops.
Ability to manage multiple customer workstreams simultaneously.
U.S. citizenship required. Dual citizenship is not permitted.
Ability to provide documentation verifying sole U.S. citizenship status as part of the background check process.
Successful completion of all required pre-employment screenings, including a background check, in accordance with applicable laws and government contract requirements.

Responsibilities

Build the Technical Account Management (TAM) organization from the ground up define the function's charter, hire the founding team, and scale to 4+ TAMs quickly.
Own the full post-sales customer lifecycle end-to-end, from post-go-live through renewal, expansion, and long-term partnership.
Build and maintain trusted executive relationships across strategic customer accounts, serving as the executive escalation point for customer operational issues.
Lead executive business reviews and operational governance meetings, tracking customer health against agreed KPIs and success metrics.
Partner closely with Sales, Engineering, Security, Compliance, Product, and Operations leadership to drive customer health, adoption, and expansion readiness.
Establish customer success methodologies, engagement models, governance frameworks, and customer health scoring to drive operational excellence.
Develop TAM managers, career paths, and customer success playbooks, building a culture centered on customer outcomes, accountability, and continuous improvement.