Customer Success Manager

Customer Success Manager – Public Sector (Federal / SLED)Overview We are seeking a Customer Success Manager (CSM) to support and grow relationships with public sector customers across Federal and/or State, Local, and Education (SLED) environments. This role serves as the primary post-award point of contact, owning customer relationships throughout the contract lifecycle and ensuring successful adoption, satisfaction, and renewals.The ideal candidate understands the nuances of government customers, including procurement processes, compliance requirements, and multi-stakeholder environments, and can proactively drive outcomes that lead to strong customer retention and contract continuity.

Key Responsibilities

Serve as the primary customer point of contact for assigned Federal and/or SLED accounts post-awardLead customer onboarding, adoption, and ongoing success throughout the contract lifecycleOwn and manage contract renewals, option years, and customer retention efforts in coordination with internal stakeholdersMaintain a strong understanding of contract scope, SLAs, deliverables, and performance metricsConduct regular customer check-ins, status meetings, and quarterly business reviews (QBRs)Partner with delivery, technical, program management, and contracts teams to ensure successful executionIdentify and mitigate risks to customer satisfaction, performance, or renewal outcomesTrack customer health, renewal timelines, and key milestones using CRM and customer success toolsCapture customer feedback and advocate internally for continuous improvementSupport expansion or follow-on opportunities in collaboration with business development and capture teamsEnsure compliance with applicable government security, data protection, and regulatory requirementsRequired Qualifications2+ years of experience in customer success, account management, program support, or client-facing rolesExperience supporting Federal and/or SLED customers in a government contracting, technology, or services environmentDemonstrated experience managing renewals, option years, or ongoing contract relationshipsStrong understanding of public sector procurement and customer expectationsExcellent communication and stakeholder management skillsAbility to manage multiple accounts and priorities in a structured, compliance-driven environmentCustomer-focused mindset with strong problem-solving skills