Customer Success Manager, Federal Accounts

Hypori

. Own onboarding and adoption, building success plans with clear milestones for each customer .

Posted 10/28/2026full-timeRemote • United StatesMid-LevelSenior💰 $160,000 - $180,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in Customer Success management, focusing on onboarding, retention, and expansion within B2B SaaS environments. Proficient in utilizing data-driven insights and CRM tools to enhance customer relationships and drive business growth.

Highest-signal resume keywords

Customer Success ManagementRetention and Renewal StrategiesSalesforce ProficiencyActive Secret/TS ClearanceCybersecurity Knowledge

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Lifecycle ManagementHealth Score AnalysisKPI ManagementCS Playbook DevelopmentExpansion Pipeline Generation

Soft Skills

Excellent CommunicationProactive OrganizationAccountability

Tools & Technologies

SalesforcePlanhatGainsightChurnZeroTotango

Certifications & Qualifications

Active Secret/TS Clearance

Industry Keywords

B2B SaaSFederalDefense Industrial BaseFinancial ServicesHealthcare

Tech Stack

Tools & technologies

Cyber SecurityTypeScript

About the role

Key responsibilities & impact

Own onboarding and adoption, building success plans with clear milestones for each customer
Own gross and net retention for an assigned book of business
Monitor health scores and usage to flag renewal risk early, and lead renewals with Account Executives
Identify expansion opportunities and generate qualified expansion pipeline
Build multi-threaded relationships from administrators to CISOs and CIOs, and run QBRs that show ROI
Act as the voice of the customer to Product and Engineering, and partner with Support on escalations
Keep account plans, renewal forecasts, and CS KPIs current in CRM
Own the post-sale experience for a portfolio of commercial and regulated-industry customers, driving onboarding, adoption, renewals, and expansion

Requirements

What you’ll need

5+ years in Customer Success, Account Management, or a similar post-sale role in B2B SaaS
Proven track record of owning a book of business and exceeding retention, renewal, and expansion targets
Experience managing the full customer lifecycle for enterprise or mid-market accounts
Confident presenting to technical and executive audiences, including Security Architects, CISOs, and CIOs
Data-driven, with experience using health scores and KPIs to manage a portfolio
Proficiency with Salesforce and a Customer Success platform such as Planhat, Gainsight, ChurnZero, or Totango
Experience supporting Federal, Defense Industrial Base, Financial Services, or Healthcare customers
Required active Secret/TS clearance
Working knowledge of cybersecurity, mobile security, VDI, or zero-trust concepts
Experience building CS playbooks and processes at a growth-stage company
Proactive, organized, and accountable, with excellent written and verbal communication

Benefits

Comp & perks

Medical insurance
Dental insurance
Vision insurance
Parental leave
Life insurance
Disability packages
401(k) plan with employer-matching contributions vesting starting from the first day of employment
Performance bonus
Investment in tools and skills development