Sr. Federal Customer Success Manager

Responsibilities

Strategic and Executive Engagement

• Translate customer goals into clear success plans with measurable impact
• Advise on skills-based workforce transformation, not just learning programs

Platform, Solution & AI Confidence

• Mastery of our solutions and be an expert in the evolving product offering
• Speak Credibly about AI-enabled capabilities and limitations
• Explain "why this matters" in practical, business terms
• Guide customers through ethical, responsible adoption conversations

Skills Intelligence & Workforce Strategy Fluency

• Confidently explain skills vs. competencies, job architectures, and proficiency models
• Guide customers through taxonomy decisions, benchmarks, and readiness planning
• Articulate the value to the customer of each of these approaches

Data-Led Insights and Decision Making

• Use data to prioritize risk, opportunity, and expansion conversations
• Interpret dashboards and metrics to tell a clear story
• Tie Engagement and adoption data back to business outcomes

Cross Functional Orchestration

• The quarterback across Product, Professional Services (PS), Sales and Support
• The voice of the customer at the account level, into roadmap and prioritization discussion, by feeding product and pricing teams with monetizable insights
• A partner in shaping repeatable plays and best practices

Commercial Acumen & Growth Strategy

• Understand commercial levers and account economics
• Identify growth signals tied to maturity and outcomes
• Confidently partner with Sales on timing, readiness and value

Change Management & Customer Enablement

• Lead customers through change, ambiguity and new operating models
• Prepare customers ahead of launches and transitions
• Reinforce adoption through structured enablement and reinforcement

Skills & Qualifications Required

• 8+ years of professional B2B Customer Success Manager experience with a Bachelor’s degree or commensurate experience
• Experience working with highly complex Federal customers
• Expertise in being a strategic advisor, have a solution mindset, experience in customer relationship management, to include strengthening C-suite connections and cultivating customer champions.
• Proficient in Salesforce, Business Intelligence tools, MS Office Suite, and Customer Success Platform experience such as Gainsight or Churnzero
• Excellent communications skills with robust Executive presentation experience
• Operational rigor with the ability to drive data-led insights and decision making, as well as conduct regular pipeline and performance reviews
• Deep understanding of and comfortable operating in an AI