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Customer Success Manager – Federal
Location
District Of Columbia
Posted
9 days ago
Salary
0
Seniority
Senior
Job Description
Customer Success Manager – Federal
HiddenLayer
• Serve as the primary point of contact for a portfolio of federal customers throughout the customer lifecycle. • Coordinate customer engagements to ensure commitments, deliverables, and key objectives are completed on schedule, while maintaining accurate engagement records and status reporting. • Conduct regular business reviews, success planning sessions, and customer health assessments. • Coordinate customer communications during product updates, releases, and service-impacting events. • Develop a deep understanding of customer missions, priorities, and operational environments. • Partner with customers to ensure successful onboarding, deployment, adoption, and ongoing use of HiddenLayer solutions. • Monitor customer health and proactively mitigate risks that could impact customer success, satisfaction, or renewal. • Capture, prioritize, and communicate customer feedback to Product and Engineering teams. • Represent customer requirements and mission needs in internal discussions and product planning activities. • Partner with Account Executives and leadership to support contract renewals, option year exercises, and expansion opportunities.
Job Requirements
- 5+ years of experience in Customer Success, Technical Account Management, or a related customer-facing role.
- Experience supporting U.S. Federal Government customers, including DoD, IC, DHS, or civilian agencies.
- Technical background in cybersecurity, data science, machine learning, cloud infrastructure, or enterprise security.
- Strong ability to build credibility and relationships with both technical and executive stakeholders.
- Experience managing complex customer engagements involving multiple stakeholders and mission-critical environments.
- Strong communication, presentation, and problem-solving skills.
- Self-starter who thrives in a fast-paced, high-growth environment.
- Ability to travel as needed to support customer engagements.
Benefits
- Fully Remote: We are a completely remote global team. Though we’re distributed, we are intentional about getting the team together a couple of times a year. We offer a generous stipend for your home office setup, annual upgrades to ensure you have a comfortable workspace and a monthly stipend for internet/phone expenses.
- Flexible Time Off: Enjoy unlimited and flexible time off for all salaried employees, in addition to 15 paid company holidays.
- Commitment to Learning and Development: We support personal growth and education through a dedicated L&D fund that can be used for training, conferences, certifications and industry events.
- Diversity, Equity, and Inclusion: We are committed to building a diverse team with individuals from various backgrounds, experiences, abilities, and perspectives, and we are proud to be an equal opportunity employer.
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