Manager of Customer Success

Key Responsibilities:

• Own strategic accounts, serving as executive-level contact for Federal stakeholders, developing account success plans, and owning renewal motions with pipeline accountability.
• Navigate compliance and contracting complexities in regulated environments as a hands-on practitioner.

Team Leadership:

• Directly manage Technical Account Managers and client TDMs, establishing post-sales cadences like QBRs and health scoring.
• Create and improve post-sales playbooks, coaching ICs through 1:1s and career pathing conversations.
• Hire and onboard future team members as the portfolio expands.

Cross-functional Partnership:

• Partner closely with Account Executives to ensure clean handoffs and shared account strategy.
• Collaborate with Technical Account Managers to align technical enablement and issue resolution with customer success goals.
• Serve as the voice of the customer internally, translating field intelligence into actionable feedback for product and engineering teams.
• Provide executive visibility into portfolio health, renewal pipeline, and team capacity through regular reporting.