Global Public Sector Senior Customer Success Manager - Strategic Alliances
- Lead customer success and partner success teams with a clear focus on driving satisfaction, retention, expansion, and renewals with leading Global Public Sector government and industry
- Serve as the central connector between customers, partners, delivery teams, sales, engineering, and commercial teams
- Drive customer adoption and usage post-implementation - ensuring customers maximize value from Virtru solutions
- Manage the post-sale customer lifecycle: onboarding, adoption, expansion, renewal, and advocacy
- Identify issues proactively and connect the right people and resources for rapid problem resolution and mission success
- Close expansion deals and communicate critical updates, feedback, and insights to delivery and engineering teams to improve solutions and product
- Keep constant pulse on customer and partner health, satisfaction levels, and expansion opportunities
- Build and manage people, processes, and systems that enable scalable customer success across our growing customer base
- TS Clearance required, SCI preferred
- Must excel at cross-functional collaboration and breaking down organizational silos
- Proven track record driving partner success and customer satisfaction in B2B software/SaaS or similar technology environments
- Strong ability to work cross-functionally with engineers, delivery teams, sales teams, commercial and government organizations
- Strong technical aptitude and comfortable understanding technical solutions and having informed conversations with technical stakeholders
- Experience closing expansion/renewal deals or executing technical program management that drove revenue growth through existing customers
- Strong communication skills - able to translate customer feedback into actionable insights for product and delivery teams
- Strategic thinker with tactical execution abilities
- Data-driven approach to measuring customer health, satisfaction, and expansion opportunities
- Ability to build scalable processes and teams in high-growth environments
- Experience managing customer-facing technical program managers or similar roles
- Previous start-up or high-growth company experience is a plus
- Prior government or military experience in the information technology, communications, cyber operations, or cryptology fields sets you apart
- Experience with allied and coalition organizations and technology programs such as AUKUS, NATO or similar coalition initiatives is a differentiator to excel in this role
- Thinking outside of the box to respectfully challenge your teammates and managers in the pursuit of excellence
- Strong sense of urgency with an action-oriented mindset
- Able to collaborate and adapt to shifting priorities as business needs evolve
- Comfortable with asynchronous communication including slack, email, zoom, etc.
- A Flexible PTO policy — we strongly encourage you to take time off (in addition to 14 holidays) to ensure that you are getting the proper time needed to unplug and recharge.
- A $1,500 annual Learning & Development Stipend focused on providing you the resources to continually learn and professionally grow.
- Frequent company-sponsored team celebrations that provide ample opportunities to connect with teammates and be social!
- Access to an Employee Assistance Program
- Access to Headspace, a mental health app tailored to your specific needs.
- A flat 3% contribution to your retirement account
- A high degree of flexibility — Have an appointment, errand, or family emergency to take care of? Hop to it! We give you the time and space to take care of you and your own first.
- Competitive compensation
- Generous parental, medical, and bereavement policies
- Uncapped commissions for Sales roles
- 401K contribution and stock options
- Full medical, dental, and vision benefits
- New Hire Swag and IT Welcome boxes
- Structured semi-annual 360° performance reviews
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