Manager of Customer Success

Responsibilities and Duties (day-to-day)

PLAYER-COACH: OWN STRATEGIC ACCOUNTS

• Carry a direct book of named, high-value accounts — including Federal customers and priority enterprise clients — as a hands-on post-sales owner, not a manager removed from the work
• Serve as the executive-level point of contact for key stakeholders within Federal agencies, system integrators, contractors, and government-adjacent organizations — building and maintaining trusted relationships at both operational and executive levels
• Develop and maintain account success plans that align customer goals with product adoption milestones and measurable renewal outcomes
• Own the renewal motion for your accounts with full pipeline accountability — including forecast accuracy, risk identification, and executive escalation when needed
• Navigate the unique compliance, contracting, and stakeholder complexity of regulated and Federal environments as a practitioner, not just a manager

TEAM LEADERSHIP: BUILD THE POST-SALES FUNCTION

• Directly manage Technical Account Managers, dedicated client TDMs, and future post-sales hires as the team grows — acting as the management layer between ICs and the CCO
• Establish a consistent post-sales operating cadence: QBRs, health scoring, renewal forecasting, escalation protocols, and customer onboarding handoff standards
• Create, document, and continuously improve the post-sales playbook — turning what works in individual accounts into repeatable, scalable processes across the team
• Coach, develop, and retain ICs through regular 1:1s, career pathing conversations, and real-time deal coaching on their most complex accounts