Customer Success Manager - Federal

Cellebrite is a global leader in digital investigations and intelligence gathering, dedicated to enhancing public safety through its innovative solutions. The Customer Success Manager – Federal Solutions will focus on building strong relationships with federal customers, ensuring they derive maximum value from Cellebrite's products and services while driving customer satisfaction and retention.

Responsibilities:

• Serve as the primary post-sale point of contact for assigned accounts building strong relationships with executive, operational and investigative stakeholders
• Conduct strategic business reviews and align Cellebrite solutions with mission objectives, outcomes and evolving operational requirements
• Lead onboarding, adoption and enablement initiatives to accelerate customer value realization and increase solution utilization
• Monitor customer health, engagement and usage trends to proactively identify risks, drive success plans and improve operational effectiveness
• Drive customer retention, renewals and long-term success through proactive engagement and demonstrated business value
• Partner with sales teams to identify growth opportunities, develop account strategies, and forecast renewal and expansion outcomes
• Work closely with cross-functional teams, including Sales, SE’s, R&D, Product, and Technical Customer Support (TCS), to address customer feedback and needs
• Act as the voice of the customer by sharing feedback requirements and market insights with internal stakeholders
• Develop a deep understanding of federal law enforcement intelligence, defense and investigative environments to effectively support customer missions
• Identify opportunities within accounts to introduce additional solutions, supporting growth within existing customer bases
• Recognize and develop Customer Success Qualified Leads (CSQL) to feed potential growth back into the Sales pipeline
• Lead workshops designed to deepen customer understanding and usage of digital intelligence capabilities
• Represent Cellebrite in relevant forums, conferences, and public events to promote thought leadership and connect with the customer community

Requirements:

• 3–5 years' experience in Customer Success / other Customer-Facing roles
• Must be US Citizen with Active Government Clearance or ability to obtain a clearance
• Experience working in a global environment
• Experience with supporting federal law enforcement, intelligence, defense or homeland security agencies
• Familiarity with digital forensics, digital intelligence, cyber security and investigative technologies
• Experience with CRM platforms such as Salesforce and customer success platforms such as Gainsight
• Critical Thinking, Data-informed decision making, prioritization, problem solving, storytelling
• Effective Communication, Influence & Stakeholder Alignment, Leading through change
• Prioritization and Focus, Self-Awareness, Systems Thinking, Excellent communication skills, both written and oral
• This is a Remote position, Travel Conus/Oconus expectation may be up to 50%