What are the responsibilities and job description for the Customer Success Manager position at Serigor Inc?
Job Title: Customer Success Manager – Federal & SLED
Location: Columbia, MD (Day 1 onsite)
Job Type: Full-time
Company Overview:
Serigor Inc., headquartered in Baltimore, MD, with a branch in Columbia, MD, is a trusted leader in IT Consulting and Outsourcing. As a CMMI Level 3-certified, Woman-Owned Small Business (WOSB), we specialize in IT Services, Staff Augmentation, Government Solutions, and Global Delivery. Since 2009, we have provided innovative IT solutions to Fortune 500 companies and government agencies, helping businesses maximize their IT investments.
Serigor Inc. is an equal opportunity employer committed to diversity and inclusion.
Job Summary:
We are seeking a dynamic and mission-driven Customer Success Manager to manage relationships with our Federal and SLED clients. You will be responsible for driving customer adoption, retention, satisfaction, and expansion across your assigned portfolio. You’ll serve as the strategic point of contact and advocate for our government clients, ensuring they realize the full value of our platform or services.
Key Responsibilities:
- Own and manage a portfolio of Federal and SLED accounts, building trusted relationships with key stakeholders.
- Serve as the voice of the customer internally, working closely with Product, Sales, Marketing, and Support to align services with client needs.
- Lead customer onboarding, training, and enablement initiatives to drive product adoption and long-term success.
- Monitor customer health and proactively manage risks to ensure high levels of satisfaction and renewal.
- Identify and nurture upsell/cross-sell opportunities in partnership with the Sales team.
- Develop a deep understanding of public sector procurement processes, compliance standards, and regulatory requirements (e.g., FedRAMP, NIST).
- Maintain regular cadence of communications with clients, including QBRs (Quarterly Business Reviews).
- Use data and analytics to track success metrics and improve customer outcomes.
Required Qualifications:
- 5 years of experience in Customer Success, Account Management, or Client Services.
- Experience working with Federal and/or SLED clients is required.
- Strong understanding of public sector sales cycles and procurement processes.
- Excellent communication, presentation, and relationship-building skills.
- Ability to work cross-functionally in a fast-paced, mission-driven environment.
- Proficient with CRM tools (e.g., Salesforce, HubSpot) and customer success platforms (e.g., Gainsight, ChurnZero).
Preferred Qualifications:
- Experience in SaaS, cybersecurity, or cloud technologies.
- Familiarity with government compliance standards (FedRAMP, FISMA, CJIS, etc.).
- Security clearance or eligibility a plus.
- CSM or other relevant certifications.
