Customer Success Manager — Federal Civilian
HybridMcLean, Virginia, United States
Job Summary
Manage a portfolio of Federal Civilian customer accounts as the primary post-sale relationship owner, developing trusted relationships with government stakeholders, program leadership, and executive sponsors. Lead customer onboarding, adoption planning, and ongoing engagement to ensure successful platform utilization, while conducting regular business reviews to communicate value, usage, and future opportunities. Partner with Product, Support, Delivery, and Sales teams to resolve issues, advocate for customer needs, and drive retention through successful renewals. Monitor health metrics to identify risks and support expansion opportunities by identifying additional customer needs. Maintain accurate activity, account plans, and renewal forecasts within CRM platforms.
Required Qualifications
- 3–5 years of experience in Customer Success, Account Management, Technical Account Management, Consulting, Program Management, or other customer-facing roles
- Experience supporting Federal Civilian agencies or other government customers
- Experience managing customer relationships within a SaaS, GovTech, or technology-driven environment
- Demonstrated ability to build trusted relationships with government stakeholders and executive leadership
- Strong verbal and written communication skills with experience delivering presentations, training, and executive briefings
- Experience driving customer adoption, retention, renewals, or customer success outcomes
- Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment
- Ability to interpret customer usage metrics and translate data into actionable engagement strategies
- Bachelor's degree
Desired Qualifications
- Experience supporting Federal Civilian agencies such as DHS, CBP, FEMA, VA, HHS, Treasury, GSA, or other civilian organizations
- Familiarity with Customer Success methodologies, customer lifecycle management, and executive business reviews
- Experience supporting supply chain risk, compliance, cybersecurity, fraud, investigations, procurement, or government technology solutions
- Experience working with CRM and Customer Success platforms such as Salesforce, Gainsight, or similar tools
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