Customer Success Manager, Federal Accounts

Ladders; United States; A distancia; USD 160.000 - 180.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Medical insurance

Dental insurance

Vision insurance

Parental leave

Life and disability

401(k) with match

Performance bonus

Tools for collaboration

Descripción de la vacante

Ladders is seeking a Customer Success Manager for Federal Accounts to own post-sale success across a portfolio of federal customers. The role emphasizes onboarding, adoption, retention, and expansion, partnering with customers and internal teams to drive growth and inform product priorities.

This remote position serves as the voice of the customer, ensuring accurate account plans and forecasts while engaging executives and security leaders.

Formación

• 5+ years in Customer Success, Account Management, or a similar post-sale role in B2B SaaS.
• Proven track record of 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 CS platforms such as Planhat, Gainsight, ChurnZero or Totango.

Responsabilidades

• Own onboarding and adoption, building success plans with clear milestones for each customer.
• Manage gross and net retention for an assigned book of business.
• Monitor health scores and usage to flag renewal risks early.
• Identify expansion opportunities and generate qualified expansion pipeline.
• Build multi-threaded relationships from administrators to CISOs and CIOs.
• Act as the voice of the customer to Product and Engineering.
• Keep account plans, renewal forecasts, and CS KPIs current in CRM.

Conocimientos

Customer Success

Account Management

Executive presentation

Data-driven

Salesforce

CS platform

Herramientas

Planhat

Gainsight

ChurnZero

Totango

Descripción del empleo

For our client, we are seeking a Customer Success Manager, Federal Accounts to join the team of a leader in the Information Technology space.

This role will own post-sale success for a portfolio of federal accounts, with a focus on onboarding, adoption, retention, and expansion. You will partner closely with customers and internal teams to strengthen relationships, identify renewal risks early, and drive measurable growth across the book of business. The position also serves as a key voice of the customer, helping inform product and engineering priorities while ensuring account plans and forecasts remain accurate and current.

Location: Remote

Compensation: $160,000 - $180,000 annually

Responsibilities

• Own onboarding and adoption, building success plans with clear milestones for each customer
• Manage gross and net retention for an assigned book of business
• Monitor health scores and usage to flag renewal risks early
• Identify expansion opportunities and generate qualified expansion pipeline
• Build multi-threaded relationships from administrators to CISOs and CIOs
• Act as the voice of the customer to Product and Engineering
• Keep account plans, renewal forecasts, and CS KPIs current in CRM

Qualifications

• 5+ years in Customer Success, Account Management, or a similar post-sale role in B2B SaaS
• Proven track record of 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

Benefits

• Medical, dental, and vision insurance
• Parental leave
• Life and disability packages
• 401(k) plan with employer-matching contributions
• Performance bonus based on company-wide performance
• Investment in employee tools and skills for collaboration and management

Our client is an equal opportunity employer.