Customer Success Manager, Federal
Posted 2025-04-06We are looking for a dynamic Customer Success professional to join our growing team! This role requires a proactive individual with a solid understanding of customer needs in the federal space, strong relationship-building skills, and the ability to effectively communicate and advocate for our clients. They will serve as a trusted advisor, guiding clients through implementation, ensuring product adoption and supporting ongoing success.
This role oversees federal accounts by prioritizing key objectives, meeting compliance and security requirements and identifying expansion opportunities. They also develop and nurture relationships at all levels within federal agencies, including executive leadership, through strategic planning, executive engagement and demonstrating value through cybersecurity solutions.
The ideal candidate must have a deep understanding of federal regulations, procurement processes and the unique challenges federal agencies face - particularly in cybersecurity and third-party risk management. They will play a key role in tailoring solutions that meet the specific needs of these customers, ensuring lasting, impactful business outcomes. Experience in the Cyber Security and Third-Party Risk industries, particularly within federal frameworks (e.g., FedRAMP, NIST, DFARS), is highly valued.
Core Responsibilities
 Build strong relationships with economic buyers, business champions and technical champions
 Engage in consistent, proactive customer calls and meetings to positively impact customer loyalty
 Onboard new customers
 Provide follow-up training to existing and new customers
 Use and leverage CRM tools (e.g., Salesforce)
 Use and leverage Customer Success tools (e.g., Gainsight)
 Identify and qualify expansion opportunities resulting in elevated relationships
 Work with internal teams to resolve any technical issues and improve the product to meet customer demands
 Develop a comprehensive understanding of customer health and status through regular customer dialogue and by monitoring health and adoption metrics
 Analyze platform usage data and help devise strategies leveraging our software to increase platform engagement
 Remain current on relevant industry and internal company products, pricing, markets and developments
 Develop and maintain strong relationships at all levels within the customer organization
 Develop technical proficiency related to use cases, technical landscape and Black Kite solutions
 Serve as the customer's advisor throughout the customer life cycle (product kick-off, adoption, proficiency, expansion and renewal)
 Advocate for the customer by working closely with Black Kite Product Development and Product Management teams
 Develop, deliver, and execute customer success plans outlining key stakeholders, as well as critical success factors and measures of success
 Orchestrate milestones along the customer journey and conduct Executive Business Reviews (EBRs) with Senior client executives
 Consistently monitor & identify/anticipate revenue churn risk to successfully resolve at-risk clients
 Maintain strong customer retention rates aligned with corporate goals
Qualifications
 5+ years of customer success and/or account management experience, preferably in the Cyber Security or Technology industry, achieving customer satisfaction through keeping customer commitments, resolving customer issues, and exceeding expectations
 Knowledge of federal cybersecurity executive orders and compliance frameworks such as FedRAMP, FISMA, CMMC, and NIST-800 53/171
 Experience working with Federal or DoD customers, including knowledge of public sector sales cycles, GSA schedules, and federal procurement processes
 Experience managing multi-year government contracts and liaising with key government stakeholders at various levels
 Experience in SaaS platforms, preferably technical platforms
 Experience in Customer Relationship Management /Customer Success tools
 Excellent verbal and written communication and in-person and virtual presentations
 Detail-oriented with the ability to manage multiple tasks, meet deadlines and work independently with minimal supervision
 Strong technical aptitude; perform product demonstrations, best practices, security risk management, and help customers achieve success
 Strong executive presence at the senior government officials level; demonstrated ability to seamlessly participate in discussions with business and technical leadership internally & externally
 Demonstrated ability to identify leads within the install base and grow customers
 Customer-first mindset and advocacy
 Ability to work independently and to collaborate effectively across functions
 Travel up to 30%
Preferred
 Active Secret Clearance
 Bachelor's degree
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