[Remote] Federal Customer Success Manager
Note: The job is a remote job and is open to candidates in USA. Riverbed Technology is a leader in AIOps for observability, helping organizations optimize user experiences through AI automation. The Federal Customer Success Manager will drive customer outcomes by managing success plans, coordinating cross-functional resources, and ensuring measurable value realization from purchased solutions.
Responsibilities
- Translates outcomes into structured plans with milestones, owners, timelines, and measurable checkpoints
- Focuses on customer business results and verified value realization
- Communicates effectively with senior stakeholders and leads executive reviews with credibility
- Identifies early warning signals and builds structured recovery plans
- Mobilizes internal resources without formal authority
- Confirms proper decision-makers and multi-level engagement
- Escalates appropriately with structured context and solutions
- Connects SaaS metrics and value realization to renewal and growth
- Drives closure of commitments with execution rigor
- Maintains leadership presence during risk and pressure situations
- Demonstrated Tier 1 or Tier 2 troubleshooting experience leveraged to protect and advance customer outcomes by identifying technical blockers to adoption, clearly articulating impact and remediation paths, and coordinating cross-functional resolution to maintain momentum toward defined success objectives
Skills
- Top Secret Clearance
- Federal Customer Success Experience or Military background
- Program Management Discipline – Translates outcomes into structured plans with milestones, owners, timelines, and measurable checkpoints
- Outcome Orientation – Focuses on customer business results and verified value realization
- Executive Presence – Communicates effectively with senior stakeholders and leads executive reviews with credibility
- Risk Detection and Mitigation – Identifies early warning signals and builds structured recovery plans
- Cross-Functional Leadership – Mobilizes internal resources without formal authority
- Stakeholder Mapping and Alignment – Confirms proper decision-makers and multi-level engagement
- Escalation Judgement – Escalates appropriately with structured context and solutions
- Analytical and Commercial Acumen – Connects SaaS metrics and value realization to renewal and growth
- Accountability and Follow-Through – Drives closure of commitments with execution rigor
- Resilience and Composure – Maintains leadership presence during risk and pressure situations
- Technical Troubleshooting Acumen – Demonstrated Tier 1 or Tier 2 troubleshooting experience leveraged to protect and advance customer outcomes by identifying technical blockers to adoption, clearly articulating impact and remediation paths, and coordinating cross-functional resolution to maintain momentum toward defined success objectives
Benefits
- Flexible workplace policies
- Employee resource groups
- Learning and development resources
- Career progression pathways
- Community engagement initiatives
- Global employee wellness programs
Company Overview