Senior Customer Success Manager - Federal (East Coast Remote)

* Partner with internal team members to align account activities with the customer's business case and strategy. Work with the sales team to properly sell and position Success Services.
* Monitor and identify adoption and utilization trends, provide recommendations based on risk and customers' needs.
* 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.

REQUIREMENTS:

* 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 in Process Improvement, Decision Making, Managing Processes, Planning, Analyzing Information, Developing Standards, Help Desk, Service Excellence
* 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%

Additional requirements:

* This position requires the ability to access federal environments and/or have access to protected federal data. As a condition of employment for this position, the successful candidate must be able to submit documentation establishing U.S. Person status (e.g. a U.S. Citizen, National, Lawful Permanent Resident, Refugee, or Asylee. 22 CFR 120.15) upon hire.