Job Description

Customer Success Manager

Location: Greater DMV/Baltimore Area

Role Overview

As a Customer Success Manager, you will serve as the primary strategic partner for a portfolio of Our client’s customers. You will independently own the full customer lifecycle—from onboarding through renewal and expansion—ensuring customers realize the full value of Our Client’s cryptographic solutions. This role requires a blend of technical depth in cybersecurity and cryptography, strong relationship management skills, and a proactive approach to identifying growth opportunities and mitigating risk.

Key Responsibilities

Customer Delivery & Relationship Management

• Own and manage a portfolio of accounts, serving as the primary point of contact for all post-sale engagement
• Oversee customer onboarding to ensure smooth implementation of Our Client’s cryptographic modules and compliance tooling
• Schedule and drive recurring business reviews with customers, presenting progress against goals, adoption metrics, and forward-looking plans
• Develop and maintain strong, trust-based relationships with technical and executive stakeholders across customer organizations

Business Development & Growth

• Identify opportunities to expand Our Client’s footprint within existing accounts through additional customer product coverage or Our Client’s products
• Collaborate with Sales to develop account plans and support pipeline growth through upsell and cross-sell motions
• Set and track customer goals tied to FIPS 140-3 certification milestones, compliance timelines, and broader security objectives

Risk Management & Account Health

• Proactively identify at-risk accounts through analysis of engagement, adoption, and satisfaction signals
• Develop and execute improvement plans for at-risk customers, coordinating internal resources to resolve issues and restore confidence
• Maintain accurate account health records and provide regular status updates to leadership

Technical Enablement & Use Case Development

• Identify common integration patterns and customer use cases, working with Out Client’s Solution Engineering team to translate them into documented technical architecture patterns and repeatable playbooks
• Serve as a knowledgeable resource on FIPS 140-3, post-quantum cryptography (PQC), and common cryptographic integration approaches
• Bridge the gap between customer technical teams and Our Client engineering, ensuring clear communication of requirements and feedback

Qualifications

Required

• 5+ years of experience in Customer Success, Technical Account Management, Solutions Engineering, or a related client-facing role within the cybersecurity or enterprise software space
• Strong understanding of cryptography fundamentals, FIPS 140-2/140-3 certification processes, and relevant compliance frameworks
• Familiarity with technical architecture patterns, software integration workflows, and common deployment models (on-prem, cloud, hybrid)
• Demonstrated ability to independently manage a book of business, including onboarding, renewals, and account expansion
• Excellent communication and presentation skills, with the ability to engage both deeply technical engineers and C-suite executives
• Strong organizational skills with the ability to manage multiple accounts and priorities simultaneously

Preferred

• Experience with post-quantum cryptography (PQC) standards, migration planning, or related emerging technologies
• Background in B2B SaaS or cybersecurity product companies with complex, multi-stakeholder sales and delivery cycles
• Experience developing technical documentation, reference architectures, or integration guides
• Familiarity with CRM tools (e.g., Salesforce, HubSpot)

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