Senior Customer Success Manager - Federal (East Coast Remote)
RemoteUnited States
Job Summary
Serve as the primary post-sale contact and assume overall customer adoption responsibility. Drive customer success strategies to help clients roadmap solutions for business objectives, while developing trusted advisor relationships with executive sponsors to ensure full product value. Partner with internal teams to align account activities with customer strategy and collaborate with sales to position Success Services. Monitor adoption trends, provide risk-based recommendations, educate customers on new features, and identify renewal risks for remediation. Act as the voice of the customer to collect feedback driving continuous product improvement. Requires 5+ years of Public Sector SaaS experience, IAM/security knowledge, and ability to lead expansion in large accounts. Travel up to 35% required. U.S. Person status documentation must be submitted upon hire.
Required Qualifications
- 5+ years of Public Sector customer success experience in SaaS organization
- Excellent knowledge and experience in Identity and Access Management (IAM) and Security space
- Strong knowledge of cloud architecture as well as on-premise IT landscape
- Extensive experience in consulting and implementation of IT systems preferably cloud service and/or identity management
- Knowledge of enterprise web technologies, security and ground breaking infrastructures
- Ability to craft and articulate a roadmap for customer to achieve success
- Strong communication skills and experience presenting to executive teams
- Demonstrable ability to lead expansion and adoption into large accounts
- Experience in Process Improvement, Decision Making, Managing Processes, Planning, Analyzing Information, Developing Standards, Help Desk, Service Excellence
- Available to travel up to 35%
- This position requires the ability to access federal environments and/or have access to protected federal data
- As a condition of employment for this position, the successful candidate must be able to submit documentation establishing U.S. Person status (e.g. a U.S. Citizen, National, Lawful Permanent Resident, Refugee, or Asylee. 22 CFR 120.15) upon hire
Desired Qualifications
- Specialized training on support, SAML, security preferred
- Experience of SaaS vendors such as Box, Google Apps, Salesforce, ServiceNow and Workday preferred
- Bachelor's Degree Preferred or Equivalent Experience
Hiring someone like this?
Get your role in front of qualified candidates on Sorce.