Customer Success Manager guiding onboarding processes for clients at ApprovalMax. Focusing on relationship management, metrics monitoring, and collaboration for customer growth in Brisbane.
About the role
- Senior Customer Success Manager managing complex Federal customer accounts and driving technology adoption at Casepoint. Developing strategies for retention and value realization across diverse stakeholder groups.
Responsibilities
- Serve as the primary strategic owner for Casepoint's most complex Federal customer accounts, overseeing multi-agency programs and portfolios exceeding $5M annually.
- Develop and execute account-level strategies that drive retention, expansion, and value realization across multiple contracts, projects, and stakeholder groups.
- Lead executive relationships within agencies; act as a trusted advisor on technology enablement, compliance, and program outcomes.
- Partner cross-functionally with Sales, Delivery, Product, and IS leadership to influence account strategy, product direction, and resource prioritization.
- Proactively identify growth opportunities, renewal risks, and strategic initiatives to strengthen customer engagement and expand account value.
- Mentor and guide Customer Success Managers on best practices for account planning, business reviews, and government relationship management.
- Serve as an escalation point for high-visibility issues or strategic decision-making, balancing customer advocacy with company goals.
- Collaborate with leadership to define and refine processes, templates, and best practices for the Customer Success organization.
Requirements
- 10+ years of professional experience
- Proven success managing complex Federal SaaS programs or portfolios valued at $5M+ annually
- Demonstrated ability to build executive relationships and strategic account plans that drive retention, expansion, and satisfaction
- Deep understanding of Federal contracting processes, compliance requirements, and subcontractor management
- Strong technical aptitude with SaaS systems; ability to advise customers on adoption and integration best practices
- Experience mentoring peers and/or contributing to organizational best practices
- PMP certification required; strong background in project governance, risk management, and delivery execution
- Passion for technology and for helping others to understand and use it
- Excellent verbal presentation skills and written communication skills
- Experience in self-training and developing expertise with new user-based technology
- B.A. and/or M.S. or equivalent experience
- US citizen (non-dual) and eligible for Secret Clearance
- Project Management Professional (PMP) Certification required
Benefits
- Health insurance
- 401(k) matching
- Flexible working hours
- Professional development opportunities
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