Job Description

We are looking for a dynamic Customer Success professional to join our growing team! This role requires a proactive individual with a solid understanding of customer needs in the federal space, strong relationship-building skills, and the ability to effectively communicate and advocate for our clients. They will serve as a trusted advisor, guiding clients through implementation, ensuring product adoption and supporting ongoing success.

This role oversees federal accounts by prioritizing key objectives, meeting compliance and security requirements and identifying expansion opportunities. They also develop and nurture relationships at all levels within federal agencies, including executive leadership, through strategic planning, executive engagement and demonstrating value through cybersecurity solutions.

The ideal candidate must have a deep understanding of federal regulations, procurement processes and the unique challenges federal agencies face - particularly in cybersecurity and third-party risk management. They will play a key role in tailoring solutions that meet the specific needs of these customers, ensuring lasting, impactful business outcomes. Experience in the Cyber Security and Third-Party Risk industries, particularly within federal frameworks (e.g., FedRAMP, NIST, DFARS), is highly valued. 

Core Responsibilities

• Build strong relationships with economic buyers, business champions and technical champions
• Engage in consistent, proactive customer calls and meetings to positively impact customer loyalty
• Onboard new customers
• Provide follow-up training to existing and new customers
• Use and leverage CRM tools (e.g., Salesforce)
• Use and leverage Customer Success tools (e.g., Gainsight)
• Identify and qualify expansion opportunities resulting in elevated relationships
• Work with internal teams to resolve any technical issues and improve the product to meet customer demands
• Develop a comprehensive understanding of customer health and status through regular customer dialogue and by monitoring health and adoption metrics
• Analyze platform usage data and help devise strategies leveraging our software to increase platform engagement
• Remain current on relevant industry and internal company products, pricing, markets and developments 
• Develop and maintain strong relationships at all levels within the customer organization
• Develop technical proficiency related to use cases, technical landscape and Black Kite solutions
• Serve as the customer’s advisor throughout the customer life cycle (product kick-off, adoption, proficiency, expansion and renewal)
• Advocate for the customer by working closely with Black Kite Product Development and Product Management teams
• Develop, deliver, and execute customer success plans outlining key stakeholders, as well as critical success factors and measures of success
• Orchestrate milestones along the customer journey and conduct Executive Business Reviews (EBRs) with Senior client executives
• Consistently monitor & identify/anticipate revenue churn risk to successfully resolve at-risk clients
• Maintain strong customer retention rates aligned with corporate goals

Qualifications

• 5+ years of customer success and/or account management experience, preferably in the Cyber Security or Technology industry, achieving customer satisfaction through keeping customer commitments, resolving customer issues, and exceeding expectations
• Knowledge of federal cybersecurity executive orders and compliance frameworks such as FedRAMP, FISMA, CMMC, and NIST-800 53/171
• Experience working with Federal or DoD customers, including knowledge of public sector sales cycles, GSA schedules, and federal procurement processes
• Experience managing multi-year government contracts and liaising with key government stakeholders at various levels
• Experience in SaaS platforms, preferably technical platforms
• Experience in Customer Relationship Management /Customer Success tools
• Excellent verbal and written communication and in-person and virtual presentations
• Detail-oriented with the ability to manage multiple tasks, meet deadlines and work independently with minimal supervision
• Strong technical aptitude; perform product demonstrations, best practices, security risk management, and help customers achieve success
• Strong executive presence at the senior government officials level; demonstrated ability to seamlessly participate in discussions with business and technical leadership internally & externally
• Demonstrated ability to identify leads within the install base and grow customers
• Customer-first mindset and advocacy
• Ability to work independently and to collaborate effectively across functions
• Travel up to 30%

Preferred

• Active Secret Clearance
• Bachelor's degree

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