Customer Success Manager, Federal

2 months ago

Boston, United States Black Kite Full time

We 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

  • Customer Success Manager

    2 months ago

    Boston, United States Talon.One GmbH Full time

    ABOUT THE ROLE: As a Customer Success Manager, you'll build strong relationships to drive product adoption and turn customer insights into actionable feedback. You'll connect customers' marketing goals with our API-driven product, troubleshoot issues with our tech team, and design scalable success processes. Your communication skills will help enhance our...

  • Customer Success Manager

    1 week ago

    Boston, United States Blackkite Full time

    Work with us! We have openings for the following positions. We 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...

  • Customer Success Manager

    2 months ago

    Boston, United States Talon.One GmbH Full time

    ABOUT THE ROLE: As a Customer Success Manager, you'll build strong relationships to drive product adoption and turn customer insights into actionable feedback. You'll connect customers' marketing goals with our API-driven product, troubleshoot issues with our tech team, and design scalable success processes. Your communication skills will help enhance our...

  • Customer Success Manager

    1 month ago

    Boston, United States Talon Services LLC Full time

    ABOUT THE ROLE: As a Customer Success Manager, you'll build strong relationships to drive product adoption and turn customer insights into actionable feedback. You'll connect customers' marketing goals with our API-driven product, troubleshoot issues with our tech team, and design scalable success processes. Your communication skills will help enhance our...

  • Customer Success Manager

    2 months ago

    Boston, United States Talon.One GmbH Full time

    ABOUT THE ROLE: As a Customer Success Manager, you'll build strong relationships to drive product adoption and turn customer insights into actionable feedback. You'll connect customers' marketing goals with our API-driven product, troubleshoot issues with our tech team, and design scalable success processes. Your communication skills will help enhance our...

  • Senior Customer Success Manager

    4 months ago

    Boston, United States Mendix Full time

    Mendix – the leading low-code application development platform: The Mendix Platform uses visual modeling to abstract long-form coding out of application development. Our customers use Mendix to create and deploy better software for the enterprise, faster. Mendix enables collaboration between business users and developers to work together throughout the...

  • Customer Success Manager

    2 months ago

    Boston, United States LeanIX Jobs Full time

    LeanIX is looking for a Customer Success Manager to join our growing team and guide customers through their journey with the company’s suite of products. The Customer Success department is an integral team within LeanIX, ensuring that our customers are not only retained but are empowered to be successful. The ideal candidate will have a passion for IT and...

  • Customer Success Manager

    1 month ago

    Boston, United States Blackkite Full time

    Work with us! We have openings for the following positions. We are looking for a dynamic and experienced Channel Partner Manager to drive and manage relationships with channel partners in our Western region. This role is pivotal to the growth of our sales pipeline and expansion of our partner ecosystem. The ideal candidate is based in the Western region of...

  • Customer Success Manager

    1 month ago

    Boston, United States Mobile Aspects Full time

    Description: Manage a portfolio of Mobile Aspects customers. Review customer success/account management data on a daily basis to keep abreast of any high-priority items that need to be addressed. Ensure high levels of customer adoption and customer support to maximize the chances of customer renewals. Conduct periodic business reviews with...

  • Customer Success Manager

    3 months ago

    Boston, United States IP Fabric Full time

    About IP Fabric Join a pioneering force in network automation! At IP Fabric, we enable people to uncover the truth about their networks. Built by network professionals and industry experts, our innovative solutions are transforming how enterprises manage their networks. As a post-Series B company, we're expanding rapidly across Europe, the U.S., and...

  • Customer Success Manager

    1 month ago

    Boston, United States Akoya Full time

    The Role: As Customer Success Manager for our data access network for consumer permissioned data, you’ll be responsible for growing our ecosystem that enables network participants around the world to use our platform to provide great experiences to their customers. You will work with sales, product, marketing, engineering and design teams on a remote...

  • Customer Success Manager

    2 months ago

    Boston, United States LeanIX Full time

    SAP LeanIX is looking for a Customer Success Manager to join our growing team and guide customers through their journey with the company's suite of products. The Customer Success department is an integral team within SAP LeanIX, ensuring that our customers are not only retained but are empowered to be successful. The ideal candidate will have a passion for...

  • Customer Success Manager

    2 months ago

    Boston, United States One Door Full time

    We are seeking a passionate Customer Success Manager to partner with our customers to drive long-term growth and success with One Door. As part of the Customer Success Team, you'll focus on retaining and growing our customer base. With a tailored plan for each customer, you will build and nurture deep relationships with customers and executives that create...

  • Customer Success Manager

    2 months ago

    Boston, United States Conduit Tech, Inc. Full time

    Job Description Residential HVAC drives 10% of all energy use, and Conduit Tech aims to make that energy significantly more efficient. We build innovative software for HVAC contractors to enable comfortable, efficient, and sustainable homes for every homeowner. We’re working with 400+ SMB and Enterprise HVAC companies, generating exciting product growth...

  • Customer Success Manager

    3 months ago

    Boston, United States Board Full time

    At Board, we power financial and operational planning solutions for the worlds best brands. Thousands of enterprises use our technology to optimize resources, drive growth, and ensure profitability. With advanced analytics and forecasting, plus AI-driven insights, customers transform complex, real-time data into actionable intelligence. Whats been key to...

  • Customer Success Manager

    4 months ago

    Boston, United States Motion Recruitment Partners LLC Full time

    Customer Success Manager Location: Boston, MA (Remote) About Us: This company is passionate about delivering innovative Software as a Service (SaaS) solutions that transform the way businesses operate. They build cutting-edge products that streamline operations, enhance productivity, and drive growth for companies of all sizes. They’re on a mission to...

  • Customer Success Manager

    2 months ago

    Boston, United States Spiro Technologies, Inc. Full time

    We’re looking for a Customer Success Manager to join our growing team at Spiro. In this role, you will be responsible for strengthening and maintaining our customer relationships, helping with technical support, holding executive business reviews, and identifying business growth opportunities. The ideal candidate has some experience in Sales or Customer...

  • Customer Success Manager

    2 months ago

    boston, United States Board Full time

    At Board, we power financial and operational planning solutions for the world’s best brands. Thousands of enterprises use our technology to optimize resources, drive growth, and ensure profitability. With advanced analytics and forecasting, plus AI-driven insights, customers transform complex, real-time data into actionable intelligence.What’s been key...

  • Customer Success Manager

    3 months ago

    Boston, United States Board Full time

    At Board, we power financial and operational planning solutions for the world’s best brands. Thousands of enterprises use our technology to optimize resources, drive growth, and ensure profitability. With advanced analytics and forecasting, plus AI-driven insights, customers transform complex, real-time data into actionable intelligence.What’s been key...

  • Customer Success Manager

    3 months ago

    Boston, United States Board Full time

    At Board, we power financial and operational planning solutions for the world’s best brands. Thousands of enterprises use our technology to optimize resources, drive growth, and ensure profitability. With advanced analytics and forecasting, plus AI-driven insights, customers transform complex, real-time data into actionable intelligence.What’s been key...