Job Description

Customer Success Manager

Position Summary

Our Client seeking a highly motivated, self-driven Customer Success Manager who is ready to take ownership of customer relationships and drive renewals, expansion opportunities, and long-term success across our enterprise commercial and federal accounts. As a trusted advisor, you will help organizations maximize the value of our solutions, achieve their security and compliance objectives, and build lasting partnerships rooted in trust.

You will own the customer lifecycle from onboarding through renewal, partnering closely with Sales, Product, and Engineering to deliver an exceptional experience, accelerate adoption, and identify opportunities for growth.

What You'll Do

• Build trusted relationships with federal and commercial customers, adapting your approach to meet the unique needs of each environment.
• Develop and execute customer success plans aligned with customer goals, security requirements, and business objectives.
• Drive adoption, engagement, retention, and long-term customer success through strategic planning, training, and ongoing partnership.
• Own renewal planning and execution, ensuring customers continue to realize value from our solutions and remain positioned for long-term success.
• Identify opportunities for account growth and partner with Sales to support expansion efforts.
• Coordinate with Product, Engineering, and Sales teams to address customer needs and resolve issues.
• Monitor customer health metrics and proactively identify risks, opportunities, and areas for improvement.
• Capture customer feedback and advocate for customer needs within the organization.
• Help customers navigate federal security, compliance, and procurement requirements.
• Provide guidance on data security best practices and support customers in achieving their security objectives.

What We're Looking For

Experience

• 5-10+ years of experience in Customer Success, Account Management, Customer Experience, or Enterprise SaaS or a similar customer-facing role.
• Experience supporting Enterprise clients and/or federal government customers, including DoD or other highly regulated environments preferred.
• Experience managing a portfolio of enterprise customers with annual contract values (ACVs) of $100K+.
• Proven success driving customer adoption, retention, expansion, and renewal outcomes.
• Knowledge of Enterprise private sector procurement processes and/or federal procurement processes, security requirements, and compliance frameworks.
• Experience working with Fortune 1000 enterprises, government agencies, or highly regulated industries.
• Understanding of cybersecurity, data security, encryption, privacy, or related technology concepts.
• Ability to translate complex technical concepts into business value for both technical and non-technical audiences.
• Self-starter with the ability to thrive in a fast-paced, high-growth startup environment.
• Experience creating Success Plans, Quarterly Business Reviews (QBRs), Executive Business Reviews (EBRs), and adoption roadmaps.
• Analytical mindset with experience using customer health metrics, usage analytics, and KPIs to identify risks and growth opportunities.

Skills & Attributes

• Strong executive presence with experience presenting to C-suite and senior stakeholders.
• Strong project management skills with the ability to manage multiple complex customer engagements simultaneously.
• Curious, resourceful, and solutions oriented.
• Familiarity with customer success platforms and CRM platforms like Hubspot are a plus.
• Adaptable and comfortable navigating ambiguity, evolving priorities, and competing demands.
• Humble, collaborative, and team oriented.
• High ownership with low ego.
• Willing to respectfully challenge ideas and assumptions in pursuit of the best outcome.
• Strong sense of urgency and bias toward action.
• Comfortable working in a remote-first environment using asynchronous communication tools such as Signal, Slack, Teams, Zoom, and email.
• Experience supporting cybersecurity, threat intelligence, fraud prevention, digital risk protection, or SaaS security platforms.
• Working knowledge of enterprise security operations, SOC workflows, threat intelligence, identity, or fraud ecosystems.
• Experience partnering with security leaders, including CISOs, Security Operations teams, Fraud teams, Trust & Safety organizations, or law enforcement partners.
• Familiarity with frameworks such as NIST CSF, MITRE ATT&CK, Zero Trust, or common security operations workflows.
• Passion for protecting organizations from cyber threats and delivering measurable security outcomes.

Preferred Qualifications  

• Familiarity with DoD modernization initiatives and technology programs is a plus.
• Experience working for a cybersecurity, data protection, or security-focused technology company.
• Relevant certifications in cybersecurity, customer success, cloud technologies, or project management a plus.

What Success Looks Like

• Customers achieve measurable value and remain engaged advocates of our platform.
• Renewals are proactively managed and completed successfully.
• Customer health, retention, and satisfaction remain strong.
• Product and Engineering teams receive actionable customer insights that help shape future improvements.
• Customers view you as a trusted partner, not simply a vendor representative.
• You contribute positively to a culture of humility, collaboration, accountability, and continuous improvement.

Work Environment

This is a remote position. From time to time, the employee may be asked to attend in person meetings or events as business needs require.

We believe great teams are built by great people. We hire for character, collaboration, and alignment with our values. If you are humble, accountable, passionate about helping customers succeed, and energized by solving meaningful problems, we'd love to hear from you.

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