Customer Success Manager - Federal

Key Responsibilities

• Own the post-sales relationship with federal customers, ensuring successful onboarding and long-term adoption
• Drive user engagement and manage project milestones through onboarding, enablement, and early usage
• Serve as the primary point of contact for federal agency stakeholders (IT, InfoSec, program managers)
• Ensure delivery aligns with customer security, compliance, and operational needs (e.g., FedRAMP, FIPS, NIST 800-63)
• Partner with Implementations to track timelines, proactively identify risks, and remove blockers
• Monitor usage, identify adoption gaps, and lead regular business reviews
• Advocate for customer needs internally and identify upsell or expansion opportunities as trust deepens
• Become an expert in 1Kosmos identity offerings and how they align with federal digital identity mandates (e.g., Executive Order 14028, Zero Trust architecture)
• Share best practices and thought leadership with federal stakeholders

Qualifications

• Required: U.S. Citizen (mandatory for federal work)
• 3-7 years of experience in Customer Success, Program Management, or Federal Account Management
• Experience working with U.S. federal agencies (civilian or defense), either directly or as a vendor
• Experience at an identity, cybersecurity, or SaaS platform company
• Strong communication and relationship-building skills with technical and non-technical stakeholders
• Ability to project manage complex onboarding/deployments across functions
• Comfortable with identity/security concepts: SSO, MFA, PKI, FIDO2, FedRAMP, Zero Trust
• Prioritization: Understanding of federal procurement and compliance (ATO, TIC 3.0, ICAM frameworks)
• Previous experience in startup/growth-stage environment
• Ability to obtain a Top Secret/SCI clearance is required; active clearance strongly preferred