Customer Success Manager, Federal

Join the team turning internet intelligence into real-world security outcomes. Built on the world’s most comprehensive and  accurate map of the Internet , the company Platform delivers real-time visibility and actionable intelligence needed to accelerate triage, investigate threats, hunt adversaries, and manage Internet exposure. We're trusted by half of the Fortune 500 and government agencies all around the world, and looking for people as passionate about the problems we're solving as we are.

Role Summary

In this Customer Success Manager, Federal  role, you’ll be part of the Customer Success team. Your main objective will be to support, enable, and grow customers across our Federal customer base. As the primary post-sales contact, you’ll represent the company to C-Levels, threat hunters, and cybersecurity practitioners for Government agencies worldwide. Every day, you’ll work cross functionally with your technical counterparts to improve the customer’s experience and ensure their success.

Responsibilities

• Manage customer life cycles through onboarding, adoption, enablement, renewal, and expansion

• Onboarding - Lead the post-sale engagements, including internal hand-offs, customer kick off, and Integration and Architecture Planning meetings with your Customer Success Engineer

• Adoption - Drive customer adoption by understanding customer use cases and values, articulating our value proposition and product offerings, and delivering Executive Business Reviews, Success plans, etc.

• Enablement - Educate customers on new features, platform workflows, Beta Programs, Design Partnerships, and User Testing

• Renewal - Proactively monitor customer health, understand the customer’s renewal process, prepare quotes for customers or partners, and mitigate churn risks

• Expansion - Guide strategic discussions with customer stakeholders, identify CSQLs (expansion opportunities) with Sales, and facilitate customer references or case studies

• Collaborate closely with internal Customer Solution Engineering, R&D, Sales, Marketing, and Executive teams to deliver on client goals and needs

• Maintain accurate and up-to-date records of activities and notes (Catalyst, Salesforce)

• Other duties as assigned

For  high cost of living areas (San Francisco Bay, New York City, and Seattle), the expected salary range for this position is $190,000 - $255,000 USD, plus bonus eligibility and equity.

For all other locations, the expected salary range for this position is $171,000 - $243,000 USD, plus bonus eligibility and equity.

Job level and actual compensation will be decided based on factors including, but not limited to, individual qualifications objectively assessed during the interview process (including skills and prior relevant experience, potential impact, and scope of role), market demands, and specific work location. The listed range is a guideline, and the range for this role may be modified. For roles that are available to be filled remotely, the pay range is localized according to employee work location by a factor of between 83% and 100% of range. Please discuss your specific work location with your recruiter for more information.

The company offers a competitive benefits package to employees, including equity, health, dental & vision coverage, retirement with company contribution, parental leave, mental health & wellness benefits, flexible PTO, and a professional development stipend. The company also offers sales incentive pay for most sales roles and an annual bonus plan for eligible non-sales roles. The company’s compensation and benefits are subject to change and may be modified in the future.  Please see our careers page for more details.

We will work to ensure individuals with disabilities are provided reasonable accommodation to apply for a role, participate in the interview process, perform essential job functions, and receive other benefits and privileges of employment. If you require accommodation, please reach out to your recruiter. These modifications enable an individual with a disability to have an equal opportunity not only to get a job, but successfully perform their job tasks to the same extent as people without disabilities.

To ensure the integrity of our hiring process and facilitate a more personal connection, we require all candidates to keep their cameras on during video interviews. Additionally, if hired, we would love to bring you to our HQ in Ann Arbor for in-person onboarding.

By applying for this job, the candidate acknowledges and agrees that any personal data contained in their application or supporting materials will be processed in accordance with our  the company Privacy Policy .

Our roots are in Ann Arbor, Michigan and our innovation is fueled by the team’s global perspectives. For this role, we are open to remote employees across the continental US. We value diversity and are committed to creating an inclusive environment for all employees. The company is an  equal opportunity employer .

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Note to external recruiters/agencies:  We are not currently engaging with third-party agencies for this role and will not accept unsolicited outreach. We kindly ask that you do not submit resumes or candidate profiles to our team.

Identity Verification

As part of our hiring process, all candidates who receive an offer of employment will be asked to complete an identity verification through CLEAR.

California Privacy Rights Notice

Pursuant to the California Consumer Privacy Act (CCPA), we are providing you with notice that we collect personal information from job applicants for business purposes, including evaluating your candidacy for employment, conducting interviews, and, if applicable, completing the hiring process. The categories of information we may collect include identifiers (such as name and contact information), professional or employment-related information (such as work history, education, and references), and other information you provide in your application. We do not sell or share your personal information. For more information on how we use and protect your personal information, and your rights under the CCPA, please refer to our Privacy Policy .