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Global Public Sector Senior Customer Success Manager
Compensation: $180,000 - 220,000 base salary + variable pay
Team & Position Details:
As Virtru continues to scale globally, we are recruiting an experienced Senior Customer Success Manager to serve as the "tip of the spear" for our customer-facing operations with some of most strategic customers in the global public sector. If you are obsessed with harnessing technology solutions to advance capabilities for our Defense & Intelligence customers, this is the job for you. This is a pivotal customer engagement role responsible for driving customer success, engaging with our partners, orchestrating mission relevant work-streams, renewals, and expansion while serving as the critical bridge between our customers, partners, delivery teams, sales organization, and engineering.
As Senior Customer Success Manager, your responsibilities will include:
- Lead customer success and partner success teams with a clear focus on driving satisfaction, retention, expansion, and renewals with leading Global Public Sector government and industry
- Serve as the central connector between customers, partners, delivery teams, sales, engineering, and commercial teams
- Drive customer adoption and usage post-implementation - ensuring customers maximize value from Virtru solutions
- Manage the post-sale customer lifecycle: onboarding, adoption, expansion, renewal, and advocacy
- Identify issues proactively and connect the right people and resources for rapid problem resolution and mission success
- Close expansion deals and communicate critical updates, feedback, and insights to delivery and engineering teams to improve solutions and product
- Keep constant pulse on customer and partner health, satisfaction levels, and expansion opportunities
- Build and manage people, processes, and systems that enable scalable customer success across our growing customer base
Skills that will help you thrive in this role:
- TS Clearance required, SCI preferred
- Willingness to travel (<30%)
- Must excel at cross-functional collaboration and breaking down organizational silos
- Proven track record driving partner success and customer satisfaction in B2B software/SaaS or similar technology environments
- Strong ability to work cross-functionally with engineers, delivery teams, sales teams, commercial and government organizations
- Strong technical aptitude and comfortable understanding technical solutions and having informed conversations with technical stakeholders
- Experience closing expansion/renewal deals or executing technical program management that drove revenue growth through existing customers
- Strong communication skills - able to translate customer feedback into actionable insights for product and delivery teams
- Strategic thinker with tactical execution abilities
- Data-driven approach to measuring customer health, satisfaction, and expansion opportunities
- Ability to build scalable processes and teams in high-growth environments
- Experience managing customer-facing technical program managers or similar roles
- Previous start-up or high-growth company experience is a plus
- Prior government or military experience in the information technology, communications, cyber operations, or cryptology fields sets you apart
- Experience with allied and coalition organizations and technology programs such as AUKUS, NATO or similar coalition initiatives is a differentiator to excel in this role
Virtruvian qualities that will set you up for success:
- Thinking outside of the box to respectfully challenge your teammates and managers in the pursuit of excellence
- Strong sense of urgency with an action-oriented mindset
- Able to collaborate and adapt to shifting priorities as business needs evolve
- Comfortable with asynchronous communication including slack, email, zoom, etc.
Perks & Benefits:
At Virtru, we believe people do their best work when their wellbeing is put first. This is why we make your wellbeing our priority with a thoughtful and holistic program that encompasses Occupational, Mental, Social, Physical, and Environmental Wellness by offering benefits such as...
- A Flexible PTO policy - we strongly encourage you to take time off (in addition to 14 holidays) to ensure that you are getting the proper time needed to unplug and recharge.
- A $1,500 annual Learning & Development Stipend focused on providing you the resources to continually learn and professionally grow.
- Frequent company-sponsored team celebrations that provide ample opportunities to connect with teammates and be social!
- Access to an Employee Assistance Program
- Access to Headspace, a mental health app tailored to your specific needs.
- A flat 3% contribution to your retirement account
- A high degree of flexibility - Have an appointment, errand, or family emergency to take care of? Hop to it! We give you the time and space to take care of you and your own first.
In addition to wellbeing, Virtru places a strong emphasis on diversity, equity, inclusion, and belonging. Our DE&I Council is dedicated to fostering an inclusive workplace and making the psychological safety of each and every one of our teammates a top priority.
Additional perks include:
- Competitive compensation
- Generous parental, medical, and bereavement policies
- Uncapped commissions for Sales roles
- 401K contribution and stock options
- Full medical, dental, and vision benefits
- New Hire Swag and IT Welcome boxes
- Structured semi-annual 360 performance reviews
Virtru is committed to building an inclusive environment for people of all backgrounds and everyone is encouraged to apply. Virtru is an Equal Opportunity Employer and does not discriminate on the basis of race, color, gender, sexual orientation, gender identity or expression, religion, disability, national origin, protected veteran status, age, or any other status protected by applicable national, federal, state, or local law.
