Federal Customer Success Manager

Riverbed, the leader in AIOps for observability, helps organizations optimize user experiences through AI automation. With over 20 years of experience in data collection and AI/machine learning, Riverbed's open and AI-powered observability platform and solutions enhance digital experiences and significantly improve IT efficiency.

About the role

The Federal Customer Success Manager (CSM) drives measurable customer outcomes by managing Success Plans and Get Well Plans. They ensure customers realize verified value from solutions purchased, orchestrate cross-functional resources, identify risks, escalate when necessary, and maintain accountability to defined outcome objectives. This role serves as the central point of coordination, governance, and momentum for customer success.

Responsibilities

• Program Management Discipline: Translates outcomes into structured plans with milestones, owners, timelines, and measurable checkpoints.
• Outcome Orientation: Focuses on customer business results and verified value realization.
• Executive Presence: Communicates effectively with senior stakeholders and leads executive reviews with credibility.
• Risk Detection and Mitigation: Identifies early warning signals and builds structured recovery plans.
• Cross-Functional Leadership: Mobilizes internal resources without formal authority.
• Stakeholder Mapping and Alignment: Confirms proper decision-makers and multi-level engagement.

Requirements

• Federal Customer Success Experience or a Military background.
• Working with Federal Customers to drive measurable customer outcomes.

Qualifications

• Escalation Judgment: Escalates appropriately with structured context and solutions.
• Analytical and Commercial Acumen: Connects SaaS metrics and value realization to renewal and growth.
• Accountability and Follow-Through: Drives closure of commitments with execution rigor.
• Resilience and Composure: Maintains leadership presence during risk and pressure situations.
• Technical Troubleshooting Acumen: Demonstrated Tier 1 or Tier 2 troubleshooting experience.

Benefits

Our employee benefits include flexible workplace policies, employee resource groups, learning and development resources, career progression pathways, and community engagement initiatives. Global employee wellness programs are also provided to support physical, emotional, and financial well-being.

About Riverbed

Riverbed is an equal opportunity/affirmative action employer and provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, gender, sexual orientation, gender identity or expression, national origin, age, physical disability (including HIV and AIDS), mental disability, medical condition, pregnancy or childbirth (including breastfeeding), sexual orientation, genetics, genetic information, marital status, veteran status, or any other basis protected by and in accordance with applicable federal, state, and local laws.