Senior Customer Success Manager, Fed/SLED

About the Role

As a Senior Customer Success Manager, you will independently manage strategic customer relationships and ensure long-term value realization across a portfolio of mid-market and enterprise accounts. You will lead success planning, drive adoption and engagement, and mitigate risk while collaborating cross-functionally with Product, Engineering, Sales, and Support. Your work will have a direct impact on retention, satisfaction, and account growth, and you’ll contribute insights to help evolve customer and internal processes.

Who you are

• Confident operating independently, navigating strategic accounts, and aligning customer needs with organizational goals
  
  
• Comfortable managing technical and strategic issues, leveraging internal partnerships to drive outcomes
  
  
• Effective communicator with the ability to present complex ideas clearly across a range of audiences
  
  
• Adaptable and proactive in dynamic, fast-paced environments with a continuous improvement mindset

What you will do

• Manage strategic customer relationships post-sale, focusing on adoption, retention, and value delivery with minimal oversight
  
  
• Deliver outcome-oriented QBRs/EBRs and lead success planning to align customer goals with platform capabilities
  
  
• Drive platform adoption and feature engagement through best practices, enablement, and education on roadmap developments
  
  
• Monitor account health using data-driven insights; proactively identify risks and lead coordinated mitigation efforts
  
  
• Resolve complex escalations with timely, clear communication and a focus on long-term customer trust and satisfaction
  
  
• Collaborate with Sales, Engineering, and Support to influence renewal and expansion outcomes
  
  
• Represent the customer voice internally, providing structured feedback to Product and other teams
  
  
• Support knowledge sharing and contribute to internal process development or mentoring where relevant

Must Haves

• 8+ years of experience in enterprise SaaS, with at least 3 years in Customer Success, TAM, or support roles
  
  
• Proven track record managing complex customer relationships, including executive-level stakeholders
  
  
• Strong communication, analytical, and problem-solving skills with an emphasis on delivering measurable outcomes
  
  
• Technical familiarity with internet and networking technologies; experience with security products is a plus
  
  
• Proficiency in CRM and support tools such as Salesforce and Jira
  
  
• Bachelor’s degree in a technical field (e.g., Computer Science, Engineering) or equivalent professional experience

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