Customer Success Manager

Job Description

Customer Success Manager – Public Sector (Federal / SLED)

Overview

We are seeking a Customer Success Manager (CSM) to support and grow relationships with public sector customers across Federal and/or State, Local, and Education (SLED) environments. This role serves as the primary post-award point of contact, owning customer relationships throughout the contract lifecycle and ensuring successful adoption, satisfaction, and renewals.

The ideal candidate understands the nuances of government customers, including procurement processes, compliance requirements, and multi-stakeholder environments, and can proactively drive outcomes that lead to strong customer retention and contract continuity.

Key Responsibilities

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• Serve as the primary customer point of contact for assigned Federal and/or SLED accounts post-award
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• Lead customer onboarding, adoption, and ongoing success throughout the contract lifecycle
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• Own and manage contract renewals, option years, and customer retention efforts in coordination with internal stakeholders
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• Maintain a strong understanding of contract scope, SLAs, deliverables, and performance metrics
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• Conduct regular customer check-ins, status meetings, and quarterly business reviews (QBRs)
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• Partner with delivery, technical, program management, and contracts teams to ensure successful execution
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• Identify and mitigate risks to customer satisfaction, performance, or renewal outcomes
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• Track customer health, renewal timelines, and key milestones using CRM and customer success tools
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• Capture customer feedback and advocate internally for continuous improvement
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• Support expansion or follow-on opportunities in collaboration with business development and capture teams
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• Ensure compliance with applicable government security, data protection, and regulatory requirements
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Required Qualifications

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• 2+ years of experience in customer success, account management, program support, or client-facing roles
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• Experience supporting Federal and/or SLED customers in a government contracting, technology, or services environment
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• Demonstrated experience managing renewals, option years, or ongoing contract relationships
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• Strong understanding of public sector procurement and customer expectations
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• Excellent communication and stakeholder management skills
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• Ability to manage multiple accounts and priorities in a structured, compliance-driven environment
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• Customer-focused mindset with strong problem-solving skills
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