Customer Success Manager – Security Clearance Needed

Riverbed Technology

Customer Success Manager helping enterprise customers achieve measurable outcomes through observability solutions. Guiding clients from adoption to verified value with technical and business insights.

Posted 4/14/2026full-timeRemote • District of Columbia, Florida, Maryland, Virginia • 🇺🇸 United StatesMid-LevelSeniorWebsite

Tech Stack

Tools & technologies

CloudITSM

About the role

Key responsibilities & impact

Accountable for ensuring customers realize verified value from the Aternity platform
Serve as the central point of coordination and leadership for customer outcomes—translating business objectives into structured success plans
Proactively manage risk, and mobilize internal teams to drive adoption, retention, and growth
Own customer retention, satisfaction, and expansion, driving long term value and partnership
Translate customer business goals into structured Success Plans with milestones, owners, timelines, and measurable outcomes
Guide customers through adoption and optimization of Aternity’s real user monitoring, application performance, and digital experience insights
Monitor customer health, adoption signals, and risk indicators; proactively build and execute Get Well Plans when needed
Lead executive level conversations with credibility, including value reviews and strategic roadmap alignment
Identify and mitigate risks early, escalating with clear context, impact, and recommended actions
Collaborate cross functionally with Sales, Product, Engineering, Support, and R&D to deliver a unified customer experience
Act as the voice of the customer, contributing insights and feedback that influence product direction and roadmap
Support renewal and growth motions by connecting usage, outcomes, and business value
Work remotely with occasional travel for strategic, high impact customer engagements

Requirements

What you’ll need

5+ years of experience in Customer Success, Technical Account Management, or enterprise software consulting
Bachelor's degree required
Advanced certifications in IT infrastructure, performance monitoring, or observability are a plus
Proven ability to influence and engage senior IT and business leaders, including CIOs, CISOs, and directors
Strong knowledge in one or more of the following: Endpoint management, SaaS / cloud application monitoring, Network or application performance monitoring, ITSM integrations and operational workflows
Demonstrated program management discipline with the ability to drive execution and accountability
Strong analytical and commercial acumen—able to connect SaaS metrics to customer outcomes, renewals, and growth
Excellent communication, presentation, and stakeholder management skills
Technical troubleshooting experience (Tier 1 or Tier 2) with the ability to identify adoption blockers and coordinate resolution
Resilience, composure, and leadership presence

Benefits

Comp & perks

Flexible workplace policies
Employee resource groups
Learning and development resources
Career progression pathways
Community engagement initiatives
Employee wellness programs

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

customer successtechnical account managemententerprise software consultingendpoint managementSaaS monitoringcloud application monitoringnetwork performance monitoringapplication performance monitoringITSM integrationsprogram management

Soft Skills

influenceengagementanalytical acumencommercial acumencommunicationpresentationstakeholder managementresiliencecomposureleadership presence

Certifications

Bachelor's degreeadvanced IT infrastructure certificationperformance monitoring certificationobservability certification