About this role
Customer Success Manager - Federal at WWT owns post-signature customer experience for U.S. Federal clients with long-term software and subscription contracts, focused on adoption, value realization, and renewal.
Key Responsibilities
- Serve as the primary post sales point of contact for assigned customers
- Own the end to end customer success motion for Enterprise Agreements and Subscription customers, from onboarding through renewal
- Partner with Field Sales, Delivery teams, and internal stakeholders to ensure alignment to customer goals
- Develop and maintain Customer Success Plans and Experience Roadmaps
- Plan and facilitate customer health checks, Quarterly Business Reviews, and value realization discussions
Technical Overview
Uses Gainsight and CX systems to monitor health, adoption, and KPIs; collaborates across Sales, Delivery, Operations, Finance, Marketing, and OEM partners; prepares Customer Success Plans and Experience Roadmaps; conducts health checks and quarterly business reviews.
Ideal Candidate
The ideal candidate is a mid-level customer success professional with 3+ years of experience supporting U.S. Federal customers, expertise in enterprise and subscription-based models, and a proven ability to drive renewals and value realization with executive stakeholders.
Must-Have Skills
Direct experience supporting and engaging customers with large scalerecurring technology or software agreements3+ years of experience in Customer SuccessAccount ManagementSalesProject ManagementOperationsITor related roles2+ years of experience supporting U.S. Federal customers or operating within the federal market ecosystemFamiliarity with federal procurement cyclesfiscal year budgetingand compliance considerationsExperience engaging stakeholders across all levels of a federal organizationincluding executive leadership and program ownersProven understanding of Enterprise Agreements and subscription based business models (Cisco experience preferred)Strong executive presence with the ability to communicate value and influence outcomesDemonstrated ability to operate effectively in ambiguity and drive clarity through structureExperience engaging stakeholders across all levels of an organizationincluding executive leadershipUndergraduate Degree in a related field or equivalent work experience is required
Nice-to-Have Skills
Experience with Cisco solutionsCisco partner ecosystem familiarityExperience with Gainsight implementationsExperience in federal contracting or procurement
Tools & Platforms
Gainsight
Required Skills
Direct experience with large scalerecurring technology or software agreements; 3+ years in customer success; 2+ years with U.S. Federal customers; familiarity with federal procurement cycles; enterprise agreements and subscription models; executive stakeholder engagement; cross-functional collaboration; renewal and value realization; Gainsight and CX systems knowledge; Bachelor's degree or equivalent.
Hard Skills
GainsightCustomer ExperienceEnterprise Agreementssubscription agreementshealth checksQuarterly Business ReviewsKPIsData analysisExecutive stakeholder managementRenewal management
Soft Skills
Excellent communicationOrganizationAmbiguity toleranceSelf-starterCustomer-obsessedProblem-solvingStakeholder managementCross-functional collaborationProactive engagementContinuous learning
Keywords for Your Resume
Customer Success ManagerGainsightCustomer ExperienceCX systemsEnterprise Agreementssubscription agreementsU.S. Federalfederalrecurring softwarerenewalhealth checksQuarterly Business ReviewsKPIsData analysisExecutive stakeholder managementcross-functionalpost salesrenewal managementfederal procurement cyclesfederal market ecosystemu.s. federalcustomer experience
Deal Breakers
Less than 3 years of relevant customer success experience, No experience supporting U.S. Federal customers or federal market ecosystem
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