Senior CSM- Public Sector & Federal Accounts

Senior Customer Success Manager - Public Sector & Federal Accounts

Location: Washington, DC or surrounding areas (Remote with up to 25% travel for in-person customer meetings)

Experience Level: Senior (5-8+ years of relevant experience)

Job Overview

We are expanding our team to lead the adoption of critical Digital Operations Management platforms within the Public Sector and Federal Accounts. We are looking for an experienced Senior Customer Success Manager (CSM) who can act as a trusted advisor and strategic leader for our vital government clients, optimizing their digital infrastructure, DevOps practices, and cloud operations.

In this role, you will bridge the gap between high-level technology solutions and the strict compliance, security, and scalability requirements of federal agencies.

Your Impact in this Role

As a Senior CSM, you will be the strategic partner and the primary face of our organization to key stakeholders and leadership in the public sector. Your mission will be to guide federal agencies through their digital transformation journey, ensuring the successful adoption of real-time operations, automation, and DevOps methodologies.

Key Responsibilities:

• Relationship Management: Build and foster trusted advisor relationships with IT, Engineering, and Support leadership within federal organizations.
• Strategy & Adoption: Produce and execute comprehensive adoption paths for digital platform features, clearly mapping out the current state, target future state, and implementation timelines.
• Change Management: Guide public sector clients on process, people, and change management best practices to accelerate their adoption of real-time digital operations.
• Risk Mitigation: Proactively identify technical or organizational risks to the customer achieving their stated business goals and collaborate with sales/technical teams to build risk mitigation plans.
• Value Demonstration (ROI): Develop and deliver business value and ROI models to demonstrate cost reduction, operational efficiency, and innovation.
• Cross-Functional Collaboration: Lead cross-functional post-sales, support, and expert service teams to deliver a seamless, high-quality experience on behalf of the customer.
• Voice of the Customer: Act as a bridge between federal accounts and product/sales teams to inform and influence the product roadmap based on government-specific needs.
• Strategic Communication: Facilitate business review meetings, training sessions, webinars, demos, and proactively communicate product updates, upgrades, or technical updates.

Basic Qualifications (Required)

• Public Sector & Federal Accounts Expertise (Must-Have): 3+ years of in-depth expertise in the Public Sector, federal account management, and SaaS business models, including a strong understanding of compliance and market trends.
• Seniority & Track Record: 5-8 years of relevant customer-facing experience (Senior CSM, Consultant, or Enterprise Account Manager) with a demonstrated track record of success.
• Technical Acumen: Strong understanding of IT enterprise architecture, DevOps principles, and modern IT monitoring tools.
• Financial Modeling: Proficiency in developing business value and ROI models to drive strategic decision-making.

Preferred Qualifications (Nice-to-Have)

• Strong consulting skills and a proven track record of handling objections and driving value discussions at the leadership level.
• Hands-on knowledge of digital operations management platforms, incident response, or automated infrastructure tools.
• Experience working within a DevOps environment or directly helping an organization transition to DevOps methodologies.