Global Public Sector Senior Customer Success Manager

Virtru•Washington, DC

5h•Remote

About The Position

As Virtru continues to scale globally, we are recruiting an experienced Senior Customer Success Manager to serve as the "tip of the spear" for our customer-facing operations with some of the most strategic customers in the global public sector. This role is responsible for driving customer success, engaging with partners, orchestrating mission-relevant workstreams, renewals, and expansion while serving as the critical bridge between our customers, partners, delivery teams, sales organization, and engineering. The ideal candidate is obsessed with harnessing technology solutions to advance capabilities for our Defense & Intelligence customers.

Requirements

TS Clearance required, SCI preferred
Willingness to travel (<30%)
Must excel at cross-functional collaboration and breaking down organizational silos
Proven track record driving partner success and customer satisfaction in B2B software/SaaS or similar technology environments
Strong ability to work cross-functionally with engineers, delivery teams, sales teams, commercial and government organizations
Strong technical aptitude and comfortable understanding technical solutions and having informed conversations with technical stakeholders
Experience closing expansion/renewal deals or executing technical program management that drove revenue growth through existing customers
Strong communication skills - able to translate customer feedback into actionable insights for product and delivery teams
Strategic thinker with tactical execution abilities
Data-driven approach to measuring customer health, satisfaction, and expansion opportunities
Ability to build scalable processes and teams in high-growth environments
Experience managing customer-facing technical program managers or similar roles

Nice To Haves

Previous start-up or high-growth company experience is a plus
Prior government or military experience in the information technology, communications, cyber operations, or cryptology fields sets you apart
Experience with allied and coalition organizations and technology programs such as AUKUS, NATO or similar coalition initiatives is a differentiator to excel in this role

Responsibilities

Lead customer success and partner success teams with a clear focus on driving satisfaction, retention, expansion, and renewals with leading Global Public Sector government and industry.
Serve as the central connector between customers, partners, delivery teams, sales, engineering, and commercial teams.
Drive customer adoption and usage post-implementation - ensuring customers maximize value from Virtru solutions.
Manage the post-sale customer lifecycle: onboarding, adoption, expansion, renewal, and advocacy.
Identify issues proactively and connect the right people and resources for rapid problem resolution and mission success.
Close expansion deals and communicate critical updates, feedback, and insights to delivery and engineering teams to improve solutions and product.
Keep constant pulse on customer and partner health, satisfaction levels, and expansion opportunities.
Build and manage people, processes, and systems that enable scalable customer success across our growing customer base.