Director of Customer Success at Jobgether – United States

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Director of Customer Success in the United States.

This senior leadership role oversees customer success, network operations, and site reliability for public sector clients, including federal, state, and local government agencies. The Director ensures mission-critical outcomes, operational reliability, and exceptional customer experiences while managing a multidisciplinary team across Customer Success, NOC, and SRE functions. The position combines strategic account leadership with technical oversight, driving adoption, retention, and expansion across complex government environments. The ideal candidate balances customer relationship management with operational rigor, ensuring government-grade SLA compliance and proactive incident management. This fully remote role requires experience with SaaS or government IT operations, technical teams, and familiarity with FedRAMP and other regulatory frameworks. Success in this role directly impacts client mission outcomes, platform reliability, and organizational performance.

• Lead and develop a team of Customer Success Managers and onboarding specialists, defining coverage models, OKRs, and career progression.
• Drive customer adoption, health, and retention across federal, state, and local government accounts; collaborate on upsell, cross-sell, and renewal strategies.
• Establish and manage incident management processes, ensuring compliance with NIST, US-CERT, and agency-specific requirements.
• Oversee SRE teams to define SLOs, monitor error budgets, and implement automation for improved reliability.
• Develop scalable onboarding, playbooks, and health scoring frameworks that align platform capabilities with agency mission outcomes.
• Collaborate cross-functionally with Engineering, Product, Marketing, and Support to address customer needs and feedback.
• Serve as escalation point for strategic accounts, build relationships with agency leadership, and report performance metrics to executives.

Requirements:

• 8+ years in Customer Success, technical operations, or program management in SaaS or government IT environments.
• 5+ years managing cross-functional teams including customer-facing and technical operations staff.
• Experience supporting federal, state, or local government clients, including NOC oversight and SLA adherence.
• Hands-on experience with Site Reliability Engineering principles: SLOs, error budgets, observability, and incident management.
• Familiarity with FedRAMP, FISMA, NIST frameworks, and government procurement cycles.
• Strong leadership, communication, and stakeholder management skills; ability to collaborate across technical and executive audiences.
• Preferred: Experience managing DoD IL4/IL5 workloads, cloud platforms (AWS GovCloud, Azure Government), PMP or ITIL certification, and prior federal service or defense contracting experience.

Benefits:

• Competitive salary range ($180,000-$200,000) with on-target earnings potential.
• Fully remote role with flexibility to manage work-life balance.
• Professional development opportunities and access to advanced technical training.
• Health, dental, and vision benefits to support overall well-being.
• Opportunities for career growth and leadership advancement within high-impact government programs.