Serve as the primary point of contact post sale
Assume overall customer adoption responsibility
Drive customer success strategies and work collaboratively
Develop a trusted advisor relationship with customers and executive sponsors
Partner with internal team members to align account activities with the customer's business case and strategy
Monitor and identify adoption and utilization trends
Educate customers on new features and releases
Identify renewal risk and collaborate with internal teams to remediate and ensure a successful renewal
Act as the voice of the customer and collect feedback to drive continuous improvement across all areas including product

5+ years of Public Sector customer success experience in SaaS organization
Excellent knowledge and experience in Identity and Access Management (IAM) and Security space
Strong knowledge of cloud architecture as well as on-premise IT landscape
Extensive experience in consulting and implementation of IT systems preferably cloud service and/or identity management
Knowledge of enterprise web technologies, security and ground breaking infrastructures
Specialized training on support, SAML, security preferred
Ability to craft and articulate a roadmap for customer to achieve success
Strong communication skills and experience presenting to executive teams
Demonstrable ability to lead expansion and adoption into large accounts
Experience of SaaS vendors such as Box, Google Apps, Salesforce, ServiceNow and Workday preferred
Bachelor's Degree Preferred or Equivalent Experience
Available to travel up to 35%

Senior Customer Success Manager – Federal

Key skills