Senior Customer Success Manager
Fieldguide$137,000 - $160,000/year
Full Time
Senior (5 to 8 years)
Not SpecifiedCompensation
Senior (5 to 8 years)Experience Level
Full TimeJob Type
NoVisa
Government, Cybersecurity, ComplianceIndustries
Requirements
- US Citizen; subject to background check and unannounced drug testing
- 7+ years of experience in Customer Success, Account Management, or related roles in a B2B SaaS company
- Background in governance, risk, and compliance (GRC), cybersecurity, or enterprise SaaS delivery
- Experience managing C-level relationships and executive business reviews
- Familiarity with frameworks such as NIST RMF, FedRAMP, or CMMC
- Bachelor’s degree required; advanced degree or relevant certifications (CSM, PMP, CISSP, etc.) a plus
- Experience working with U.S. Federal government agencies, programs, or contractors strongly preferred
- Strong customer-facing skills with the ability to earn trust and credibility with technical and business stakeholders
- Experience building relationships across multiple levels within complex customer environments
- Proven ability to manage large, strategic accounts and lead cross-functional initiatives to drive customer value
- Solid understanding of SaaS business models and familiarity with security, risk, or compliance domains
- Excellent communication and organizational skills; able to manage multiple priorities and deadlines
- Proficiency in tools like Salesforce, Jira, and collaboration platforms
Responsibilities
- Manage, coach, and develop a team of CSMs and CSEs within the federal segment
- Serve as the primary escalation point for customer accounts in the federal segment
- 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
Skills
Key technologies and capabilities for this role
Questions & Answers
Common questions about this position
Is this position remote or does it require office work?
The position is fully remote with an option of being based in our Boston, Knoxville, or DC area offices. Up to 25% travel to customer sites is anticipated.
What are the required skills for this role?
Key skills include strong customer-facing abilities to earn trust with stakeholders, experience building relationships in complex environments, proven management of strategic accounts, understanding of SaaS business models, and familiarity with security, risk, or compliance domains, plus excellent communication and organizational skills.
What is the salary or compensation for this position?
This information is not specified in the job description.
What are the citizenship and background requirements for this role?
The position must be filled by a US Citizen and is subject to a background check and unannounced drug testing requirements.
What kind of team will I be leading in this role?
You will manage, coach, and develop a team of Customer Success Managers (CSMs) and Customer Success Engineers (CSEs) within the federal segment.
Rescale
Cloud platform for high-performance computing
About Rescale
Rescale offers a cloud-based platform for high-performance computing (HPC) solutions aimed at computational engineering and research & development (R&D). The platform helps clients overcome limitations of outdated hardware by providing scalable computing resources, enabling faster product development and improved collaboration. Rescale differentiates itself with a pay-as-you-go model, allowing clients to access computing power on demand. The company's goal is to enhance innovation and competitiveness in the digital engineering sector.
San Francisco, CaliforniaHeadquarters
2011Year Founded
$148.2MTotal Funding
SERIES_CCompany Stage
Industrial & Manufacturing, Enterprise SoftwareIndustries
201-500Employees
Benefits
Health Insurance - Medical, dental and vision coverage.
Apple Gear - Get the latest tools to do amazing work.
Team Events - Happy hours, picnics, and hackdays
Catered Lunches - Get tasty meals delivered three days a week.
Commuter Benefits - Pre-tax savings on your commute.
401(k) + Stock Options - Receive meaningful equity in the company.
Risks
Competition from NVIDIA's Omniverse Blueprint may overshadow Rescale's simulation offerings.
Ansys and NVIDIA partnership could draw customers away from Rescale.
Reliance on partnerships exposes Rescale to risks if partners face difficulties.
Differentiation
Rescale offers cloud-native HPC solutions for diverse R&D and engineering applications.
The platform supports AI-driven real-time simulations, enhancing design efficiency and productivity.
Rescale's partnerships expand its capabilities in quantum computing and sustainable energy sectors.
Upsides
Collaboration with NVIDIA enhances Rescale's AI-based CAE acceleration capabilities.
Partnership with IonQ opens new markets in healthcare and national security.
Recognition by Gartner and Deloitte boosts Rescale's market credibility and client attraction.
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