Manage the day‑to‑day experience of assigned Government accounts and support retention and renewal readiness activities.
Help automate low to mid-market customer touchpoints
Serve as a point of escalation for Government concerns and needs
Collaborate closely with Casepoint team members across departments to actively support government sales opportunity capture activities
Ensure smooth customer onboarding, solution, and service delivery post-contract award
Prepare for and participate in customer business reviews
Develop strategic relationships with stakeholders to understand a customer’s business, goals, and develop and execute the strategic account plan.

3–4+ years of experience in customer‑facing roles within SaaS, Public Sector technology, or related fields
Experience supporting Government or public‑sector customers is strongly preferred.
Familiarity with federal processes, terminology, or compliance expectations
Strong project management experience in deploying projects and technology products
Passion for technology and for helping others to understand and use it
Excellent verbal presentation skills and written communication skills
B.A. and/or M.S. or equivalent experience
US Citizen (non-dual) and eligible for Secret Clearance
Demonstrated ability to develop and execute strategic account plans that drive retention, renewal, and account growth across complex customer environments.
Strong commercial and business acumen with the ability to translate customer goals into measurable success outcomes.
Working knowledge of Federal procurement processes, FAR/DFARS basics, and contract lifecycle management.
Demonstrated success leading or coordinating multi-phase technology implementations or SaaS deployments for Federal customers.

Customer Success Manager

Key skills