Customer Success Manager, Enterprise (Fed/SLED) in United States Embassy at Jobgether

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Customer Success Manager, Enterprise (Fed/SLED) based in United States.

This role is responsible for managing strategic customer relationships and ensuring enterprise clients achieve measurable value from advanced technology solutions.
The position focuses on customer retention, adoption, expansion, and long-term partnership within government and education sector accounts.
You will act as a trusted advisor to senior stakeholders, helping organizations maximize platform value and align solutions with business objectives.
The role combines relationship management, strategic planning, technical understanding, and cross-functional collaboration.
You will work closely with sales, product, engineering, and support teams to deliver exceptional customer outcomes and drive continued growth.
The ideal candidate will bring strong enterprise SaaS experience, executive communication skills, and a passion for customer success in complex environments.

The Customer Success Manager will own a portfolio of enterprise accounts, driving customer satisfaction, platform adoption, retention, and growth. This role requires a proactive approach to relationship management, strategic planning, and collaboration across internal teams to ensure customers achieve their desired outcomes.

• Manage a portfolio of enterprise accounts, ensuring customer satisfaction, retention, and successful long-term partnerships.
• Serve as a trusted advisor to customers by understanding business goals, success criteria, challenges, and opportunities.
• Develop and execute strategic customer success plans aligned with customer objectives and technology roadmaps.
• Lead business reviews and executive-level discussions to demonstrate value, ROI, adoption progress, and future opportunities.
• Drive adoption of platform capabilities by educating customers on best practices, new features, and available solutions.
• Identify expansion opportunities, including upsell and cross-sell opportunities based on customer needs and usage patterns.
• Build strong relationships with executive stakeholders, including technology and security leaders.
• Monitor customer health indicators, identify potential risks, and coordinate proactive solutions to prevent escalation.
• Partner with Sales, Product, Engineering, Support, and other internal teams to resolve customer challenges and improve experiences.
• Provide customer feedback and insights to influence product improvements and future roadmap priorities.
• Maintain accurate customer information, engagement plans, and activity tracking through CRM and case management systems.

The successful candidate will have a strong background in enterprise customer success, SaaS account management, and strategic relationship building. They should be comfortable working with senior stakeholders, managing complex customer environments, and delivering measurable business outcomes.

• 5+ years of experience in Customer Success, ideally within enterprise SaaS or technology environments.
• Proven experience managing executive-level relationships with senior technology, security, or business leaders.
• Demonstrated success driving customer adoption, retention, renewals, and account growth across a defined portfolio.
• Strong account management, strategic planning, negotiation, and problem-solving abilities.
• Experience managing customer lifecycle strategies, including journey mapping, engagement planning, and retention initiatives.
• Strong technical aptitude with enterprise software, networking technologies, and complex technology solutions.
• Experience using CRM and customer management tools such as Salesforce, JIRA, or similar platforms.
• Excellent written, verbal, and presentation skills with the ability to influence diverse stakeholders.
• Ability to lead cross-functional initiatives and coordinate teams toward shared customer outcomes.
• Bachelor’s degree in Computer Science, Engineering, or a related field, or equivalent professional experience.
• Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment.

• Competitive base salary range of approximately $119,040–$140,000 USD, depending on skills, experience, qualifications, and location.
• Additional compensation opportunities, including bonus or incentive compensation.
• Equity opportunities where applicable.
• Comprehensive benefits package.
• Health and wellness benefits.
• Opportunities for professional growth and career development.
• Flexible remote work environment.
• Opportunity to work with enterprise customers and contribute to impactful technology adoption initiatives.