Federal Customer Success Manager - Gov't Accounts

Windward; Washington (District of Columbia); On-site; USD 90,000 - 135,000; Full time

Job summary

Windward is seeking a highly motivated Customer Success Manager to lead strategic relationships with U.S. Federal and Government customers.

You will serve as the primary point of contact, driving adoption, satisfaction, and measurable operational impact across the Windward platform. You will collaborate with Support, Professional Services, Delivery, Product & R&D, Sales & Marketing to deliver exceptional customer experiences and sustained partnerships, with travel up to 40% across North America

Qualifications

• Strong communication and relationship-building skills are essential.
• Analytical, problem-solving, and strategic thinking abilities.
• Self-starter with ability to manage multiple high-priority initiatives.

Responsibilities

• Serve as the primary point of contact for federal and government customers from onboarding to renewals and growth.
• Drive value by adoption, best practices, and operational training tailored to use cases.
• Monitor customer health and usage metrics, flag risks, and coordinate with cross-functional teams to meet SLA expectations.
• Provide actionable customer feedback to influence product improvements and roadmap priorities.
• Collaborate with Sales to identify and pursue upsell and cross-sell opportunities across agencies.
• Support new feature rollouts, deliver demos, and communicate value to technical and executive stakeholders.
• Understand U.S. Federal procurement processes and align CS strategies accordingly.

Skills

Customer Success

Relationship Building

Strategic Thinking

Cross-functional Collaboration

Travel Readiness

Tools

Salesforce

Helpdesk

Training Systems

Job description

Windward is seeking a highly motivated Customer Success Manager to lead strategic relationships with U.S. Federal and Government customers.

You will serve as the primary point of contact, driving adoption, satisfaction, and measurable operational impact across the Windward platform. You will collaborate with Support, Professional Services, Delivery, Product & R&D, Sales & Marketing to deliver exceptional customer experiences and sustained partnerships, with travel up to 40% across North America