Customer Success Manager

• Serve as the primary strategic owner for Casepoint's most complex Federal customer accounts, overseeing multi-agency programs and portfolios exceeding $5M annually.
• Develop and execute account-level strategies that drive retention, expansion, and value realization across multiple contracts, projects, and stakeholder groups.
• Lead executive relationships within agencies; act as a trusted advisor on technology enablement, compliance, and program outcomes.
• Partner cross-functionally with Sales, Delivery, Product, and IS leadership to influence account strategy, product direction, and resource prioritization.
• Proactively identify growth opportunities, renewal risks, and strategic initiatives to strengthen customer engagement and expand account value.
• Mentor and guide Customer Success Managers on best practices for account planning, business reviews, and government relationship management.
• Serve as an escalation point for high-visibility issues or strategic decision-making, balancing customer advocacy with company goals.
• Collaborate with leadership to define and refine processes, templates, and best practices for the Customer Success organization.

Senior Customer Success Manager

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