Remote Federal Accounts Customer Success Manager

Ladders; United States; Remote; USD 160.000 - 180.000; Vollzeit

Benefits dieser Stelle

Medical insurance

Dental insurance

Vision insurance

Parental leave

Life and disability

401(k) with match

Performance bonus

Tools for collaboration

Zusammenfassung

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.

Qualifikationen

• 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.

Aufgaben

• 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.

Kenntnisse

Customer Success

Account Management

Executive presentation

Data-driven

Salesforce

CS platform

Tools

Planhat

Gainsight

ChurnZero

Totango

Jobbeschreibung

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.