Senior Customer Success Manager - Federal (East Coast Remote)

RESPONSIBILITIES: - You will serve as the primary point of contact post sale. And will assume overall customer adoption responsibility. - Drive customer success strategies and work collaboratively to help them roadmap a solution to achieve their business objectives. - Develop a trusted advisor relationship with customers and executive sponsors to drive product adoption and ensure they are using the solution to achieve full business value. - 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. Originally posted on Himalayas