Federal Customer Success Manager

Riverbed. Empower the Experience

Riverbed, the leader in AIOps for observability, helps organizations optimize their users’ experiences by leveraging AI automation for the prevention, identification, and resolution of IT issues. With over 20 years of experience in data collection and AI and machine learning, Riverbed’s open and AI-powered observability platform and solutions optimize digital experiences and greatly improve IT efficiency. Riverbed also offers industry-leading Acceleration solutions that provide fast, agile, secure acceleration of any app, over any network, to users anywhere.

Together with our thousands of market-leading customers globally – including 95% of the FORTUNE 100 – we are empowering next-generation digital experiences. Learn more at

Title:
Federal Customer Success Manager (CSM)

Location:
Remote/Home MD, VA, DC area.

Clearance:
Top Secret

At Riverbed the Federal Customer Success Manager drives measurable customer outcomes through disciplined program management of Success Plan and Get Well Plan execution. The CSM ensures customers realize verified value from the solutions they have purchased by orchestrating cross-functional resources, proactively identifying risks, escalating when necessary, and maintaining accountability to defined outcome objectives. This role serves as the central point of coordination, governance, and momentum to ensure customer success is intentional, measurable, and achieved.

Federal Customer Success Experience or Military background are plus. Clearance Required (Top Secret)

Working with our Federal Customers you will:

• Program Management Discipline – Translates outcomes into structured plans with milestones, owners, timelines, and measurable checkpoints
• Outcome Orientation – Focuses on customer business results and verified value realization
• Executive Presence – Communicates effectively with senior stakeholders and leads executive reviews with credibility
• Risk Detection and Mitigation – Identifies early warning signals and builds structured recovery plans
• Cross-Functional Leadership – Mobilizes internal resources without formal authority
• Stakeholder Mapping and Alignment – Confirms proper decision-makers and multi-level engagement

• Escalation Judgement – Escalates appropriately with structured context and solutions
• Analytical and Commercial Acumen – Connects SaaS metrics and value realization to renewal and growth
• Accountability and Follow-Through – Drives closure of commitments with execution rigor
• Resilience and Composure – Maintains leadership presence during risk and pressure situations
• Technical Troubleshooting Acumen – Demonstrated Tier 1 or Tier 2 troubleshooting experience leveraged to protect and advance customer outcomes by identifying technical blockers to adoption, clearly articulating impact and remediation paths, and coordinating cross-functional resolution to maintain momentum toward defined success objectives

Our employee benefits including flexible workplace policies, employee resource groups, learning and development resources, career progression pathways, and community engagement initiatives are some of the reasons why we have had great success in bringing in new talent. In addition, our global employee wellness programs are crafted to support the physical, emotional, and financial well‑being of our employees. Benefits & Perks vary by Country.

Riverbed is an equal employment opportunity/Affirmative Action (EEO/AA) employer and provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, gender, sexual orientation, gender identity or expression, national origin, age, physical disability (including HIV and AIDS), mental disability, medical condition, pregnancy or child birth (including breast feeding), sexual orientation, genetics, genetic information, marital status, veteran status or any other basis protected by and in accordance with applicable federal, state and local laws.

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