Federal Customer Success Manager

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.