Customer Success Manager

We are looking for a
highly motivated and mission-driven Customer Success Manager (CSM)
to join our U.S. Public Sector team.

In this role, you will manage strategic relationships with
federal and governmental customers
across the United States, serving as their
primary point of contact
.

Your mission will be to
drive customer success
through adoption, satisfaction, and measurable operational impact — ensuring Windward’s technology delivers consistent value and supports the customer’s mission objectives.

You will collaborate closely with cross-functional teams, including
Support, Professional Services, Delivery, Product & R&D, Sales & Marketing
groups, to deliver an exceptional customer experience and foster long-term partnerships.

• Serve as the
  primary point of contact
  for assigned U.S. Federal and Government customers, managing all aspects of the relationship — from onboarding to renewals and growth.
• Ensure customers
  derive maximum value
  from the Windward platform by driving adoption, promoting best practices, and leading training sessions tailored to operational use cases.
• Proactively monitor
  customer health, sentiment, and usage metrics
  , identifying risks and working cross-functionally to ensure service quality meets or exceeds SLA expectations.
• Act as the
  voice of the customer
  internally — providing actionable feedback to influence product improvements, features, and roadmap priorities.
• Partner with the
  Sales team
  to identify and team up on
  upsell and cross-sell opportunities
  , supporting expansion across agencies and departments.
• Support
  new feature rollouts
  , deliver product demos, and ensure seamless communication of value across technical and executive stakeholders.
• Maintain a deep understanding of the
  U.S. Federal acquisition, procurement, and compliance processes
  , and align customer success strategies accordingly.

• TS Clearance
• Must.
• 3+ years of experience in
  Customer Success or Account Management - Must.
  preferably in a
  SaaS company
  .
• Proven experience working with
  U.S. Federal or Government customer.
• Familiarity with the
  Maritime Domain
  and/or
  Intelligence Operations (OSINT, VISINT, SIGINT)
  — an advantage.
• Strong
  communication and relationship-building skills
  , with the ability to engage both technical users and senior executives.
• Demonstrated
  strong and deep knowledge Platform and domain
  skills with the ability to handle multiple high-priority initiatives in a fast-paced environment.
• Experience using
  Customer Success tools
  (CS platforms, Salesforce, helpdesk, or training systems).
• Self-starter with
  analytical, problem-solving, and strategic thinking abilities
  .
• Comfortable leading
  customer training sessions, workshops, and executive briefings
  .
• Willingness to travel up to
  40%
  across North America and also Internationally for customer meetings, workshops, and on-site engagements.