Customer Success Manager, Federal

About the Role

At Corelight, Customer Success is a strategic driver of customer value, retention, and growth. We're looking for a Federal Customer Success Manager who understands the unique needs of government customers and can connect our cybersecurity solutions to measurable security and mission outcomes. As a Customer Success Manager, you'll serve as the primary post-sales relationship owner for a portfolio of U.S. Federal customers. You'll build trusted relationships with agency leadership, cybersecurity teams, and mission stakeholders to ensure customers realize measurable value from their investment in Corelight.

This is an individual contributor role for someone who combines federal market expertise, commercial acumen, and cybersecurity knowledge. You'll help government customers achieve their security objectives while proactively managing risk, driving renewals, and identifying opportunities for growth.

What You'll Do

• Own customer success and retention. Serve as the primary post-sales account owner for federal customers, developing and executing success strategies that drive measurable mission   outcomes, long-term retention, and account growth.
• Build strategic government relationships. Establish trusted relationships with agency leadership, executive sponsors, security operations teams, and mission stakeholders, aligning Corelight's solutions with their cybersecurity priorities.
• Demonstrate and validate customer value. Develop Mutual Success Plans, establish measurable success criteria, and demonstrate realized value through Executive Business Reviews (EBRs) and ongoing engagement with government stakeholders.
• Drive renewals and identify growth opportunities. Proactively manage renewal readiness, navigate federal procurement and funding considerations, and partner with Federal Sales and channel partners to identify expansion opportunities.
• Anticipate and mitigate customer risk. Use customer health metrics, adoption signals, stakeholder engagement, and contract timelines to identify risks early and execute plans that protect customer relationships and revenue.
• Lead cross-functional account strategy. Partner with Technical Account Managers, Professional Services, Support, Federal Sales, and Product to deliver a coordinated customer experience with clear ownership throughout the customer lifecycle.
• Turn customer insights into action. Represent the voice of federal customers internally, translating mission requirements, security priorities, and emerging needs into actionable recommendations that improve customer outcomes.
• Drive operational excellence. Maintain accurate customer success plans, stakeholder maps, health assessments, and account strategies while using customer success platforms, data, and AI-enabled tools to improve efficiency and effectiveness.

What You'll Bring

• 3+ years of experience in Customer Success, Strategic Account Management, or a related customer-facing role within enterprise SaaS, cybersecurity, or complex technology environments.
• Experience supporting U.S. Federal customers, including civilian agencies, Department of Defense (DoD), or Intelligence Community organizations, with an understanding of government customer environments.
• Demonstrated success managing complex customer relationships, driving retention, and identifying opportunities for account growth.
• Understanding of federal procurement processes, contract vehicles, funding cycles, and the role of government contracting and channel partners.
• Working knowledge of cybersecurity, network security, or security operations, with the credibility to engage technical stakeholders, agency leadership, and executive decision-makers.
• Experience developing customer success plans, leading Executive Business Reviews, and using customer health, adoption, and engagement data to drive account strategy.
• Strong communication, relationship-building, and cross-functional collaboration skills, with the judgment to navigate complex stakeholder environments, manage competing priorities, and drive results.
• Proficiency with CRM and customer success platforms, with an interest in using data, automation, and AI to improve customer outcomes and operational efficiency.
• Bachelor's degree in a relevant field or equivalent practical work experience.