Customer Experience Manager (CEM) - Fed
Core
Lead retention efforts and ensure ongoing customer satisfaction, platform adoption, and renewal execution for a portfolio of accounts in the cybersecurity/SaaS sector.
Role type
Senior Customer Experience Manager (Account Management)
Builds
Customer retention, platform adoption, and renewal execution for mid-market and enterprise accounts
Domain
Cybersecurity / B2B SaaS
Deliverable
production ML models | product features | dashboards & analysis | client delivery
Required skills
Customer lifecycle management, renewal strategy, cross-functional collaboration, account planning, stakeholder management, data analysis (health scores/usage), solution advocacy
Preferred skills
Salesforce, Gainsight, cybersecurity background, developer tools, cloud platforms
Technologies
Salesforce, Gainsight
Responsibilities
Own logo and revenue renewal for assigned accounts; build trusted relationships with key stakeholders; serve as internal voice of the customer; partner with Sales for seamless onboarding-to-renewal transitions; monitor customer health scores and usage data to anticipate risk; conduct regular business reviews and renewal readiness checkpoints; coordinate onboarding and technical delivery with Solutions Architects; support configuration, hygiene, and issue resolution; educate customers on product capabilities; document and maintain account plans and success metrics.
Seniority
Senior, hands-on IC
