Customer Success Manager, Federal Accounts

The company, Inc. is a high-growth cybersecurity SaaS  company transforming  how organizations think about secure mobility. Our virtual workspace platform enables users to access enterprise apps an d d ata  from a ny mobile device—with zero data on the endpoint and total personal privacy. Backed by $55M in funding from investors including UBS, AE Industrial Partners, Hale Capital Partners, and GreatPoint Ventures, the company is expanding into new commercial and regulated markets. Learn more at the company.

Overview

The company is looking for a customer-obsessed, retention-focused Customer Success Manager to join our growing GTM team. You will own the post-sale experience for a portfolio of commercial and regulated-industry customers, driving onboarding, adoption, renewals, and expansion so every deployed user becomes a success story. Partnering closely with Sales, Sales Engineering, Product, and Support, you will be the trusted advisor who turns a first deployment into a long-term, growing partnership. If you are proactive, data-driven, and energized by helping security and IT leaders succeed, this role is built for you.

Responsibilities

• Own onboarding and adoption, building success plans with clear milestones for each customer

• Own gross and net retention for an assigned book of business — your primary success metric

• Monitor health scores and usage to flag renewal risk early, and lead renewals with Account Executives

• Identify expansion opportunities and generate qualified expansion pipeline

• Build multi-threaded relationships from administrators to CISOs and CIOs, and run QBRs that show ROI

• Act as the voice of the customer to Product and Engineering, and partner with Support on escalations

• Keep account plans, renewal forecasts, and CS KPIs current in CRM

Requirements

• 5+ years in Customer Success, Account Management, or a similar post-sale role in B2B SaaS

• Active Secret clearance

• Proven track record of owning a book of business and exceeding retention, renewal, and expansion targets

• Experience managing the full customer lifecycle for enterprise or mid-market accounts

• Confident presenting to technical and executive audiences, including Security Architects, CISOs, and CIOs

• Data-driven, with experience using health scores and KPIs to manage a portfolio

• Proficiency with Salesforce and a Customer Success platform (e.g., Planhat, Gainsight, ChurnZero or Totango

Nice to Have

• Experience supporting Federal, Defense Industrial Base, Financial Services, or Healthcare customers

• Ability to obtain your TS clearance

• Working knowledge of cybersecurity, mobile security, VDI, or zero-trust concepts

• Experience building CS playbooks and processes at a growth-stage company

• Proactive, organized, and accountable, with excellent written and verbal communication

• Proficiency with Salesforce and a Customer Success platform (e.g., Planhat, Gainsight, ChurnZero or Totango)

Who You Are

• A trusted advisor who earns credibility with technical teams and executives alike, and builds relationships that outlast any single champion

• Proactive by nature: you spot risk and opportunity in the data before the customer has to raise it

• An owner who treats retention and customer outcomes as personal standards, not just metrics

• A clear, confident communicator who can run a sharp QBR and navigate a difficult renewal conversation with equal ease

• Organized and accountable, managing a full portfolio of competing priorities without letting anything slip

• Energized by building, eager to shape CS playbooks and processes as the team scales

Compensation

$160,000 – $180,000 (commensurate with experience), plus 10% annual performance bonus.

About Us

The company Inc. provides a generous benefits package for full-time employees that includes medical, dental, and vision insurance, parental leave, and life and disability packages. We also invest in our employees' futures by providing a 401(k) plan with employer-matching contributions that vest starting from your first day of employment.  In addition to the base compensation, the company also offers a performance bonus, which is primarily contingent upon company-wide performance.  We are dedicated to investing in the tools and skills required to be strong, collaborative colleagues and people managers to help build and retain a strong workforce.

The company is an Equal Employment and Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, genetic information, disability, veteran status, or any other characteristic protected by law.

At the company, we are committed to creating and promoting an inclusive workplace that embraces differences and perspectives – making us a stronger, more successful company. In doing so, we are committed to providing reasonable accommodation to applicants with disabilities where appropriate. Applicants requiring reasonable accommodation for any part of the application or hiring process should contact [link for members] for assistance.

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