Senior Customer Success Manager - Federal
About The Position
This role involves partnering with initial customers to drive product value and develop trusted advisor relationships with executive sponsors to ensure they are achieving full business value. The position requires cross-functional collaboration to translate business needs and product requirements into new solutions for customers. The individual will evolve and iterate on customer onboarding strategies, work with internal teams and customers to drive adoption, engagement, and growth, and help customers identify, quantify, and work toward transformational goals. The role also involves adapting quickly to product changes and limitations, communicating these strategically to stakeholders, and acting as the voice of the customer by gathering feedback and contributing to the product roadmap.
Requirements
- 5+ years of account management, implementation, or sales experience in software/SaaS
- Manage a portfolio of U.S. Federal Government customers, serving as the trusted advisor throughout the customer lifecycle
- Prior experience supporting Federal customers is required
- Experience in explaining technical solutions, establishing goals, developing opportunities, building + selling business cases, and improving customer experience
- Experience supporting deployments with large enterprise customers
- Process focused with strong problem-solving ability
- Experience building strong internal and external relationships, including with senior-level executives
- Diplomatic, tactful, and poised under pressure
- Voracious appetite to learn and grow
- Completed a Bachelor’s degree
- Willing to travel 10-25% of the time
Responsibilities
- Partner with customers to drive product value
- Develop trusted advisor relationships with executive sponsors
- Partner cross-functionally to translate business needs and product requirements into new solutions for customers
- Evolve and iterate on customer onboarding strategy
- Work with internal teams and customers to drive adoption, engagement and growth
- Help customers identify, quantify, and work toward transformational goals
- Adapt quickly to product changes and limitations, and communicate these strategically to stakeholders
- Act as the voice of the customer, gathering customer feedback and helping share the product roadmap
Benefits
- Health plans
- Flexible spending accounts
- 401(k) Plan with company match
- ESPP
- Matching donations
- Flexible time away plan
- Family leave programs
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What This Job Offers
Job Type
Full-time
Career Level
Senior
