Federal/SLED Customer Success Manager

Company	Thousand Eyes
Location	Austin, TX, USA
Salary	$100000 – $120000
Type	Full-Time
Degrees	Bachelor’s
Experience Level	Mid Level, Senior

Requirements

At least 3 years of experience in Customer Success, Account Management, or Renewals in a SaaS environment.
Strong understanding of the SaaS customer lifecycle, including risk identification and mitigation.
Proven success managing customer portfolios through both high-touch and scale strategies.
Excellent communication, listening, negotiation, and presentation skills.
Fluent in spoken and written English, with the confidence and presence to engage executive stakeholders.
Must be available and ready to work during core U.S. business hours.
Organized, proactive, and highly accountable with strong project management and multitasking skills.
Collaborative and cross-functional, with the ability to influence across internal teams.
Proficient in CRM tools like Salesforce and data-driven in your approach.
Technically curious and able to understand and explain software and cloud technologies.
Data-driven with the ability to interpret and act on customer insights and performance metrics.

Responsibilities

Serving as a trusted advisor to your customers.
Driving onboarding and accelerating platform adoption.
Leading proactive engagements such as QBRs, check-ins, and health reviews.
Managing one-to-one and one-to-many engagements to scale success.
Collaborating cross-functionally and advocating customer needs internally.
Setting clear, actionable expectations with customers externally.
Develop and execute comprehensive account strategies to promote long-term success, adoption, and retention.
Own and manage a portfolio of customers that require both high-touch and scale engagement methods.
Conduct strategic touchpoints including monthly check-ins, QBRs, platform health checks, and de-risking motions.
Proactively identify customer risks before they surface; mobilize and project manage internal teams to address issues swiftly and effectively.
Drive adoption of key platform features that enhance customer outcomes and improve retention.
Ensure customers achieve success with ThousandEyes use cases, validated through business metrics and data insights.
Deeply understand each customer’s business, market conditions, technology stack, and key stakeholders to identify expansion opportunities and potential for vendor consolidation.
Forecast and track customer sentiment, product utilization, and key health indicators.
Partner with Pre-Sales and Adoption Engineering teams to drive collaboration, expansion, and successful renewals.
Serve as the voice of the customer, collecting product feedback and prioritizing requirements based on risk, urgency, and revenue impact.
Set appropriate expectations with customers while coordinating internal resources to deliver high-impact items.
Help manage escalations and ensure timely resolution of critical customer issues.

Preferred Qualifications

Bachelor’s degree preferred or equivalent experience in SaaS and cloud-based solutions.