Customer Success Manager

• Organize and facilitate internal resources to meet customer deliverables on time
• Coordinate Versa work and serve as the central customer point of contact
• Assess and mitigate project risks
• Build and maintain trusted relationships with key customer contacts
• Collaborate with Sales, Customer Success, Product Marketing, Engineering, Professional Services, and other internal teams
• Provide guidance and recommendations to maximize customer value from Versa solutions
• Create revenue-growth opportunities through upselling and cross-selling
• Produce monthly, quarterly, and ad hoc internal and customer-facing reports
• Develop and manage project plans covering deliverables, status, and risks
• Engage internal resources to ensure successful project implementation and enhancements
• Document and lead customer engagement information, including contacts, statuses, and next steps
• Ensure customer deliverables are correctly tracked

Federal Customer Success Manager

• Demonstrate value, share thought-provoking topics, and threat intelligence with customers
• Identify areas for growth and long-term customer success
• Establish and nurture strong relationships with key stakeholders
• Serve as the main point of contact for customer inquiries and concerns
• Encourage satisfied customers to become advocates through case studies, testimonials, and referrals
• Identify trends and areas for improvement through customer data analysis
• Stay informed about industry trends, competitors, and new technologies
• Map and manage the customer journey from onboarding and adoption through renewal and expansion
• Drive customer satisfaction, retention, and growth
• Collaborate cross-functionally to deliver a seamless customer experience

• Renew and expand revenue within the assigned client base
• Proactively address concerns or challenges to secure long-term customer relationships
• Forecast and achieve quarterly and annual revenue targets
• Manage a book of mid-sized Commercial or Enterprise clients
• Onboard clients and assist with client adoption
• Maintain client satisfaction through consistent value-added communications and meetings
• Collaborate with Territory Managers and Sales Engineers to maintain client health and drive expansion opportunities
• Advocate for customers within the organization and ensure feedback is heard and acted upon
• Identify expansion opportunities through in-depth conversations and relationship building
• Perform other duties and responsibilities as assigned by management