Customer Success Manager

Overview WireScreen is a fast‑growing Series A startup that brings clarity to one of the world’s most complex business landscapes. We’re building the go‑to intelligence platform for navigating global supply chains and China‑related risk—revealing the networks, relationships, and financial ties behind companies so our customers can see connections, remove obstacles, and make confident decisions. Backed by Sequoia Capital and Harpoon Ventures, our team includes a two‑time Pulitzer Prize‑winning journalist and senior engineers from Google, Twitter, and Oracle. We launched just three years ago and already have strong traction with top‑tier government customers—and we’re just getting started. About the Role As a Customer Success Manager at WireScreen, you’ll play a pivotal role in shaping how we grow and serve our expanding customer base. Reporting to the Senior Customer Success Manager, you’ll manage a portfolio of 25–35 customers—largely federal agencies and organizations navigating one of the most complex challenges of our time: global competition and influence. You’ll own customer relationships end‑to‑end, driving adoption, renewals, and meaningful growth through expansions and upsells. This is a high‑impact, entrepreneurial opportunity for someone excited to build—not just manage—systems, processes, and playbooks that define how Customer Success scales at WireScreen. What You’ll Do Own a portfolio of customer relationships, ensuring strong adoption, engagement, and measurable outcomes across each account. Identify and execute on opportunities for upsells and expansions, driving account growth and overall retention. Serve as a trusted partner and primary point of contact for customers, building a deep understanding of their missions, challenges, and goals. Lead onboarding and partnership reviews with customers, ensuring a seamless and value‑driven experience. Provide customer support—managing tickets, troubleshooting issues, and coordinating cross‑functionally to ensure timely resolution of inquiries. Collaborate cross‑functionally with Product, Engineering, Research, and Sales to surface customer insights and influence product direction. Develop and implement scalable processes and playbooks to improve efficiency, automate workflows, and strengthen the customer journey. Continuously track account health and engagement metrics, anticipating risk and proactively addressing customer needs. Contribute to the evolution of WireScreen’s Customer Success function by helping define best practices, tools, and frameworks for the team’s next phase of growth. Qualifications ~5+ years of experience in Customer Success, Account Management, Sales, or a similar customer‑facing SaaS role. Experience working with or supporting federal or public sector customers. Quota‑carrying experience and a strong track record of driving revenue growth through renewals, upsells, and expansions. Experience influencing product roadmaps through structured customer feedback. Enthusiasm for building new processes and programs from the ground up in a fast‑scaling environment. Strategic relationship manager who thrives on understanding customers’ missions and finding new ways to deliver value. Skill at balancing high‑touch relationship management with hands‑on execution and problem‑solving. Adaptable, low‑ego, and comfortable working independently while collaborating closely with a cross‑functional team. Strong organizational, communication, and analytical skills to manage multiple priorities across a dynamic book of business. Bonus Points Active TS/SCI clearance. Proven track record building scalable success programs, processes, or customer segmentation frameworks. What You’ll Love About WireScreen At WireScreen, you’ll do high‑impact work that helps shape the global economy and power competition. We’re a mission‑driven team with a growth mindset—curious, collaborative, and unafraid to take on bold challenges. You’ll be empowered to act, heard when you speak, and supported as you grow. With strong market momentum and ambitious goals, this is an exciting time to join us and help build something that truly matters. Benefits & Perks Competitive compensation including salary, equity, and rapid growth potential. 100% company‑paid Medical, Dental, and Vision coverage for employees. FSA, HSA, and 401(k) options to help you plan for healthcare expenses and retirement. Generous paid time off plus company‑wide holidays to help you rest and recharge. Commuter benefits for NYC and D.C.‑based employees. Hybrid office schedule for NYC‑based and D.C.‑based employees. Seniority level Mid‑Senior level Employment type Full‑time Job function Other Industries Information Services #J-18808-Ljbffr