Customer Success Manager - Federal
As a Federal Customer Success Manager (CSM) at LVT, you will lead the post-sale journey for our most critical government partnerships. You aren't just managing accounts; you are a strategic advisor helping federal agencies leverage AI-driven hardware and software to solve complex security and operational challenges. By driving deep adoption and fostering long-term advocacy, you will ensure our federal clients achieve mission-critical outcomes. This role requires a sophisticated communicator who thrives at the intersection of technology and public sector strategy.
In this role, you will serve as the primary executive contact for a portfolio of Federal accounts, building high-trust relationships with key stakeholders and agency leaders. You will partner with internal technical and implementation teams to ensure a seamless transition from sales to active deployment, tailoring the experience to meet stringent federal requirements. Additionally, you will conduct high-impact training sessions and executive business reviews to ensure agencies are maximizing the full utility of the LVT platform. Monitoring usage patterns and health metrics, you will proactively address potential friction points, collaborating with technical support to resolve escalations with urgency. Driving the renewal process in coordination with the sales team, you will identify opportunities for expansion and cross-functional utility of LVT units within the public sector. Acting as the voice of the Federal customer to our Product and Engineering teams, you will influence the roadmap based on unique government needs and security standards. Success in this role is measured by Net Retention Rate (NRR), customer health scores, and the speed-to-value for newly deployed federal units.
The ideal candidate will have 4+ years of experience in Customer Success or Account Management specifically within the Federal or Public Sector space. Proven ability to manage complex SaaS or hardware-enabled software relationships, translating technical capabilities into mission outcomes, is essential. Deep experience using CRM and CS tools (Salesforce, Gainsight, etc.) to track engagement and forecast retention accurately is required. A master of de-escalation who remains calm and solutions-oriented during high-stakes conversations or technical hurdles is highly valued. Exceptional ability to communicate clearly and concisely to both technical users and non-technical executive leadership is necessary. A self-starter who thrives in a fast-paced environment and can pivot quickly as federal regulations or agency priorities shift is ideal. Passionate about the impact of technology on public safety and dedicated to driving mutually beneficial results for both LVT and our customers is a must.
We believe you do your best work when your whole life is supported. We invest in our crew’s health, families, and financial futures with a benefits package designed to support you inside and outside the office.