Senior Customer Success Manager, Fed/SLED

Job description

About the Role As a Senior Customer Success Manager, you will independently manage strategic customer relationships and ensure long-term value realization across a portfolio of mid-market and enterprise accounts. You will lead success planning, drive adoption and engagement, and mitigate risk while collaborating cross-functionally with Product, Engineering, Sales, and Support. Your work will have a direct impact on retention, satisfaction, and account growth, and you’ll contribute insights to help evolve customer and internal processes. Who you are: - Confident operating independently, navigating strategic accounts, and aligning customer needs with organizational goals - Comfortable managing technical and strategic issues, leveraging internal partnerships to drive outcomes - Effective communicator with the ability to present complex ideas clearly across a range of audiences - Adaptable and proactive in dynamic, fast-paced environments with a continuous improvement mindset What you will do: - Manage strategic customer relationships post-sale, focusing on adoption, retention, and value delivery with minimal oversight - Deliver outcome-oriented QBRs/EBRs and lead success planning to a...