Customer Success Manager – Security Clearance Needed
Riverbed Technology
full-time
Posted on:
Location Type: Remote
Location: District of Columbia • Florida • United States
Visit company websiteExplore more
About the role
- 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
- 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
- Flexible workplace policies
- Employee resource groups
- Learning and development resources
- Career progression pathways
- Community engagement initiatives
- Employee wellness programs
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
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