Senior Manager, Customer Success

Job Summary

Leading a high-performing team of Customer Success Managers, the full-time Senior Manager, Customer Success will oversee strategic execution and operational rigor for U.S. Public Sector accounts, focusing on retention, growth, and customer value realization in a remote setting.

Key Responsibilities

• Lead, mentor, and coach a team of 8 Public Sector Customer Success Managers, establishing performance goals and operational priorities
• Own portfolio retention and expansion goals, proactively managing account risks and driving solution adoption
• Ensure operational cadence and customer health tracking, developing structured recovery plans for high-risk accounts

Required Qualifications

• Bachelor's degree in Business, Cybersecurity, Information Technology, or a related field
• 8+ years of experience in Customer Success, Account Management, or Technical Consulting within enterprise SaaS or Cybersecurity
• 3+ years of direct people management experience leading customer-facing teams
• Deep expertise in the U.S. Public Sector market (Federal Civilian, DoD, IC, or State & Local Government)
• Proven knowledge of cybersecurity domains and customer success operations platforms