Customer Success Manager

KION Group

. Carry a direct book of named, high-value accounts — including Federal customers and priority enterprise clients — as a hands-on post-sales owner, not a manager removed from the work .

Posted 5/4/2026full-timeRemote • 🇺🇸 United StatesSeniorLead💰 $145,000 - $160,000 per yearWebsite

Tech Stack

Tools & technologies

Cloud

About the role

Key responsibilities & impact

Carry a direct book of named, high-value accounts — including Federal customers and priority enterprise clients — as a hands-on post-sales owner, not a manager removed from the work
Serve as the executive-level point of contact for key stakeholders within Federal agencies, system integrators, contractors, and government-adjacent organizations — building and maintaining trusted relationships at both operational and executive levels
Develop and maintain account success plans that align customer goals with product adoption milestones and measurable renewal outcomes
Own the renewal motion for your accounts with full pipeline accountability — including forecast accuracy, risk identification, and executive escalation when needed
Navigate the unique compliance, contracting, and stakeholder complexity of regulated and Federal environments as a practitioner, not just a manager
Directly manage Technical Account Managers, dedicated client TDMs, and future post-sales hires as the team grows — acting as the management layer between ICs and the CCO
Establish a consistent post-sales operating cadence: QBRs, health scoring, renewal forecasting, escalation protocols, and customer onboarding handoff standards
Create, document, and continuously improve the post-sales playbook — turning what works in individual accounts into repeatable, scalable processes across the team
Coach, develop, and retain ICs through regular 1:1s, career pathing conversations, and real-time deal coaching on their most complex accounts
Hire and onboard future post-sales team members as the portfolio expands to new named accounts
Partner closely with Account Executives to ensure clean handoffs, shared account strategy, and full AE focus on net-new business — not renewals or ongoing customer management
Collaborate with Technical Account Managers to align technical enablement, platform adoption, and issue resolution with broader customer success goals
Serve as the authoritative voice of the customer internally — translating field intelligence into actionable product, engineering, and leadership feedback
Provide CCO-level visibility into portfolio health, renewal pipeline, risk flags, and team capacity through regular reporting and executive updates
Support pre-sales positioning on strategic deals where post-sales credibility and Federal account expertise are a competitive differentiator

Requirements

What you’ll need

7+ years of experience in Customer Success, Strategic Account Management, or Post-Sales leadership in a B2B SaaS environment
Prior people management experience — you have built or led a CS or TAM team, not just been an IC
Experience supporting U.S. Federal customers, including DoD or civilian agencies — you understand contracting cycles, compliance constraints, and multi-stakeholder federal environments
Demonstrated ability to manage a personal book of strategic accounts while simultaneously managing a team (true player-coach experience)
Strong renewal ownership track record — you run renewals as a business motion, with pipeline hygiene, forecast accountability, and documented risk mitigation
Experience in cloud, security, infrastructure, FinOps, or governance-related software
Comfortable operating at executive level internally and externally — you can present to a CCO and a federal CIO in the same week.

Benefits

Comp & perks

Remote-first culture: Work anywhere in the U.S. with flexible hours.
Inclusive environment: We value diverse perspectives and believe great ideas come from everywhere.
Excellent compensation and high-quality benefits: including multiple medical plan options to fit your needs and budget, Unlimited PTO, and 3% of direct compensation contribution to your 401(k) (no match required).
Growth opportunities: Build cutting-edge cloud solutions with room to explore new technologies and career paths.
Mission-driven work: Help organizations simplify and secure their cloud operations at scale.

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Customer SuccessStrategic Account ManagementPost-Sales leadershipRenewal ownershipPipeline hygieneForecast accountabilityRisk mitigationCloud softwareSecurity softwareInfrastructure software

Soft Skills

Relationship buildingCoachingTeam managementExecutive communicationCollaborationProblem-solvingAccountabilityAdaptabilityLeadershipStrategic thinking