Federal Customer Success Manager

Federal Customer Success Manager

This role serves as a strategic post-sales partner to a portfolio of U.S. government customers, helping them maximize the value of mission-critical software security solutions. You will guide customers through onboarding, adoption, value realization, and long-term success while proactively identifying risks and opportunities. Working across federal agencies and complex stakeholder environments, you will engage technical, operational, and strategic audiences. The position combines customer leadership, technical credibility, structured engagement, and data-informed decision-making. You will collaborate closely with Sales, Support, Product, Engineering, Services, and Marketing to deliver coordinated customer outcomes. GenAI will be an important part of your workflow, helping you improve analysis, planning, communication, and execution while applying sound judgment. This is an opportunity to make a measurable impact on how government organizations secure and modernize their software delivery environments.

Accountabilities

• Lead structured customer success motions that accelerate onboarding, adoption, time-to-value, and measurable business outcomes.
• Help federal customers connect solution capabilities to their strategic objectives and success criteria, translating priorities into clear actions and measurable progress.
• Provide proactive guidance on best practices, common pitfalls, and practical approaches for maximizing solution adoption and customer value.
• Monitor customer health, product usage, lifecycle milestones, and other signals to identify risks early and coordinate appropriate mitigation plans.
• Manage a portfolio through a scaled, signal-driven engagement model, prioritizing proactive activities based on customer intelligence, telemetry, and lifecycle needs.
• Develop repeatable engagement approaches that provide consistent, high-quality experiences across a broad customer portfolio.
• Maintain clear documentation of customer insights, actions, outcomes, and next steps to support continuity and effective internal collaboration.
• Partner with Sales, Sales Engineering, Support, Product, and Services to bring the right expertise into customer engagements at the right time.
• Serve as a voice of the customer by identifying recurring feedback, friction points, adoption barriers, and opportunities to improve customer outcomes.
• Support retention and growth by strengthening renewal confidence through demonstrated value, stakeholder alignment, and early risk mitigation.
• Identify potential expansion opportunities and provide Sales with relevant customer context, needs, and supporting evidence.
• Help increase customer advocacy and referenceability by identifying champions, capturing success stories, and coordinating customer proof points.
• Use GenAI tools as a thought partner for customer preparation, success planning, follow-ups, messaging, analysis, and internal summaries while validating outputs and protecting sensitive information.
• Follow responsible AI practices and applicable data-handling requirements when incorporating AI into daily workflows.

Requirements

• U.S. civilian status is required.
• 4–6 years of experience in Federal Customer Success, Technical Account Management, Solutions Consulting, Support Engineering, or a comparable customer-facing role directly supporting U.S. government customers.
• Experience working with civilian agencies, Department of Defense, or Intelligence Community customers.
• Ability to navigate complex stakeholder environments involving government employees, contractors, systems integrators, and other partners.
• Strong technical aptitude and credibility within modern software development environments, including DevOps, CI/CD, artifact management, and open-source software governance or security.
• Strong customer-facing communication skills, with the ability to educate, influence, and lead structured conversations across tactical, operational, and strategic levels.
• Demonstrated ability to manage a portfolio effectively in a fast-paced environment, balancing competing priorities while maintaining consistent execution.
• Strong ownership, initiative, judgment, and bias for action, with the ability to identify issues and move solutions forward independently.
• Experience operating in FedRAMP, air-gapped, or other regulated environments is preferred.
• Experience supporting State, Local, and Education customers is a plus.
• Existing knowledge of software supply chain management is advantageous.
• Strong GenAI fluency and demonstrated experience using AI tools to improve productivity, quality, strategic thinking, and execution are preferred.

Benefits

• Opportunity to support U.S. government organizations with mission-critical software security and modernization initiatives.
• Work in a strategic customer-facing role focused on measurable outcomes, adoption, retention, and long-term customer value.
• Exposure to complex federal environments and evolving software security, DevOps, and software supply chain challenges.
• Opportunity to collaborate cross-functionally with Sales, Engineering, Product, Support, Services, and Marketing teams.
• Access to a culture that encourages innovation, continuous learning, and responsible use of emerging technologies such as GenAI.
• Parental leave policy.
• Paid Volunteer Time Off (VTO).
• Diversity and Inclusion working groups.
• Opportunity to contribute to an organization recognized across the cybersecurity, application security, software development, and workplace innovation sectors.