Customer Success Manager (Public Sector)

Role Overview

The Customer Success Manager will develop a trusted advisor relationship with customer key stakeholders and executive sponsors to understand their business strategy, technical environment, and measurements for success. They will build and develop customer-specific success plans to oversee customer on-boarding, adoption, and satisfaction across the portfolio.

What You Will Do

The Customer Success Manager will handle escalations of deployment or customer productivity blocking issues, and coordinate related activities with Sales, R&D, and CS Engineering. They will utilize AI-powered analytics and tools to monitor customer health, predict potential churn, and generate automated reports that highlight product value.

Why It Might Be a Fit

The ideal candidate will have 3+ years of customer engagement and account management experience in a Cybersecurity/SaaS solutions company and/or an enterprise software industry. They will have strong customer orientation, verbal and written communication skills, and the ability to explain technical concepts to both technical and non-technical stakeholders.

Requirements

• 3+ years of customer engagement and account management experience in a Cybersecurity/SaaS solutions company and/or an enterprise software industry
• Ability to travel > 25% of the time
• Experience working successfully with a portfolio of enterprise clients leading to adoption, expansion, and renewals of our dynamic products
• Strong customer orientation with the ability to manage complex projects and conflicting requirements
• Strong verbal and written communication skills, with the ability to explain technical concepts to both technical and non-technical stakeholders
• Ability to switch between communicating with a Security Analyst and presenting ‘the big picture’ to a CISO or IT Director
• Solid understanding of cybersecurity fundamentals (Network security, Endpoint protection, or Cloud security)
• CompTIA Security+, GSEC, or similar certifications are a plus
• Demonstrated ability to use AI tools (e.g., ChatGPT, Claude, Midjourney, or proprietary AI analytics) to enhance productivity, analyze data, or create customer-facing content
• Industry Cyber Security certifications a plus (i.e., CISSP, Security+, CISM)
• Customer Success certifications a plus
• University degree or equivalent experience

Benefits

• Retirement Plans
• Medical, Dental and Vision Coverage
• Paid Time Off
• Paid Parental Leave
• Support for Community Involvement

Tagged as: Data Analysis