Senior Customer Success Manager

About the role

Role Title: Sr. Customer Success Manager, Fed/SLED

Location: United States

Employment Type: Full time

Responsibilities

• Own a portfolio of accounts, ensuring ongoing satisfaction, retention, and growth.
• Serve as the customer advocate, deliver Business Reviews, demonstrate ROI, and drive adoption of platform features to maximize value.
• Develop and execute strategic success plans that align with customer goals and roadmaps, engaging senior decision-makers to guide strategy.
• Identify upsell and cross-sell opportunities based on customer needs and platform adoption.
• Maintain deep knowledge of products and roadmap to educate customers on relevant features and drive adoption.
• Establish trusted advisor relationships, stay informed on industry trends, and cultivate customer champions.
• Partner cross-functionally across internal teams, including Sales, Product, Engineering, and Support, to ensure customer satisfaction, renewals, and expansion.
• Monitor customer health, anticipate risks, and coordinate remediation plans before issues escalate.
• Lead cross-functional initiatives to address customer needs and deliver scalable solutions.

Qualifications

• 5+ years of Customer Success experience.
• Bachelor’s degree in Computer Science, Engineering, or equivalent work experience.

Required Skills

• Proven track record managing executive relationships, such as CIO, CISO, or equivalent.
• Demonstrated success driving customer adoption, retention, and growth within a defined portfolio.
• Strong account management, strategic planning, problem-solving, and negotiation skills.
• Strong technical aptitude with enterprise software and networking technologies.
• Excellent communication and presentation skills, with the ability to influence, engage, and lead discussions with executives and stakeholders at all levels.
• Skilled at delivering measurable outcomes, including renewals, health scores, and growth.
• Knowledgeable in customer lifecycle management, including journey mapping, touchpoints, and retention strategies.
• Proficiency with case management systems and CRMs, such as Salesforce and Jira.

Preferred Skills

• Customer Success experience within enterprise SaaS.
• Experience in enterprise SaaS product support environments.

Pay

Base Salary Range: $139,440—$164,000 USD. Actual compensation will be determined based on several non-discriminatory factors including skills, experience, qualifications, and geographic location. In addition to base salary, this role may be eligible for bonus or incentive compensation and equity.

Benefits

This role includes a comprehensive benefits package.

The hiring organization is seeking a Sr. Customer Success Manager, Fed/SLED to manage and grow a portfolio of customer relationships, ensuring customer success and satisfaction while maximizing value realization from the platform. Acting as a trusted advisor, the role aligns on success criteria, drives adoption of best practices, educates on new features, identifies upsell opportunities, proactively addresses issues, and provides feedback to internal teams.