Customer Success Manager

• Manage, coach, and develop a team of Customer Success Managers (CSMs) and Customer Success Engineers (CSEs) within the federal segment
• Serve as the primary escalation point for customer accounts in the federal segment
• Set strategy, develop talent, and ensure customers achieve adoption, retention, and measurable value from the RegScale platform
• Partner with Sales, Services, and Product to align customer success initiatives with company objectives
• Establish and monitor KPIs for adoption, retention, renewal, and expansion across accounts
• Lead customer-facing engagements such as Executive Business Reviews (EBRs), roadmap discussions, and escalations
• Build scalable playbooks for proactive engagement and consistent support delivery
• Represent the customer voice internally to drive product enhancements and process improvements
• Collaborate with Support and Services to ensure smooth ticket resolution and project handoffs

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