Enterprise Customer Success Manager, Federal

Who You Are

Our Federal Enterprise Customer Success Manager role is a fantastic opportunity for you if you are a customer-focused professional with at least 2-3 years of SaaS Customer Success or Account Management experience. You’re the epitome of a self-starter who will go to great lengths to maintain the absolute highest levels of satisfaction among Invicti’s customer base. Your thrill of working within fast-paced environments only adds to your ability to exercise your strategic mindset. Because of you, all clients in your portfolio consistently realize the value of their investment, ultimately driving adoption and outcomes leading to renewals, expansion, and advocacy.

Candidates to be based in Washington, DC.

Responsibilities

• Leading all post-sales activities for Invicti's customers through strong relationship-building, product knowledge, planning, and execution
• Acting as the voice of the customer
• Working cross-functionally with Sales, Marketing, Product, Engineering, and Development Teams to ensure consistent and strong customer messages are embedded within everything we do
• Retaining long-term partnerships by independently renewing and expanding successful customers
• Dominating quarterly metrics concerning customer retention, price increase, and upselling
• Establishing and overseeing customer adoption, training, and development of best practices to continually drive incremental value and return on the customer's investment
• Conducting Quarterly Business Reviews in order to drive positive customer outcomes
• Independent analysis of data in order to discover insights that drive recommendations for clients
• Tracking accounts to identify churn risks and working proactively to mitigate such risks

Requirements

• A minimum of 2-3 years of experience within a Customer Success, Account Management, or SaaS Sales role
• 2-3 years of experience working with the US Federal Government
• Experience building relationships with clients
• Familiarity with managing customer renewals and upsells
• Strong presentation, meeting facilitation, and written communication skills
• Excellent time management and organizational skills with the ability to track numerous details
• Desire to work in a dynamic start-up in which your input is encouraged to help craft offerings and interaction with clients
• Willingness to travel to customer locations

Benefits

Your Health & Wellness Matters

• Health Insurance: We cover 100% of employee health care, vision, and dental premium costs. For dependents, we contribute 75% of the health care and 50% vision/dental premium cost. Coverage is effective your first day.
• Employee Assistance Program: Emotional Support Counseling services - 24/7 Life Coaching, Dependent Care, Elder Care, Financial & Legal Support, Wellness Coaching, New Parent Support, and more
• Parental Leave: 16 weeks paid leave for birthing parent recovery. 4 weeks paid leave for non-birthing/bonding parent

We Value Adult/Life Balance

• Remote Working: Remote working from Washington, DC
• Discretionary Time Off: Enjoy a flexible vacation schedule where you do not have to wait to use time off until it is accrued
• Quarterly Thrive-Wellness Days: One extra vacation day per quarter where the entire company takes a break from normal, daily activities to refresh and rejuvenate
• Volunteerism Time Off: 5 days of paid time off each year to participate in the volunteer activities of your choice

We Value You

• 401(k) Savings Plan: 50% up to 6% company match with 100% annual cliff vesting
• Employee Recognition: Ongoing recognition & rewards. A culture that emphasizes personal and professional growth

At Invicti, we believe our people are at the core of our success. Our Total Rewards approach is designed to attract, support, and grow exceptional talent by offering a balanced mix of competitive compensation, meaningful benefits, and opportunities for recognition and development. We take a global, flexible approach that aligns with our business goals and values while adapting to regional needs. Above all, we are committed to transparency and ensuring our employees understand how we invest in their success and well-being.