Customer Success Manager - North America SLED

About the Role

We are looking for a Customer Success Manager to support our SLED customers across state, local, and education accounts. In this role, you will manage a book of business, build trusted customer relationships, drive adoption of our Observability platforms, and help customers achieve measurable value from their investments.

The ideal candidate combines strong relationship and communication skills with technical curiosity. You do not need to know every product detail on day one, but you should be comfortable learning how technology supports the business and having informed conversations with technical and business stakeholders.

What you will do

• Own and manage a portfolio of SLED customer accounts.
• Build strong relationships with customer stakeholders and serve as a trusted point of contact throughout the customer lifecycle.
• Maintain a consistent engagement cadence, targeting approximately 60 customer calls per month across the book of business.
• Identify renewal risks early and work with customers to address gaps before they enter the renewal window.
• Develop and manage customer adoption plans that align our solutions to the customer’s business and technology priorities.
• Lead onboarding engagements and help customers establish a strong foundation for long-term success.
• Identify opportunities for account expansion and contribute to an expansion goal.
• Collaborate closely with Sales partners on account strategy, customer priorities, growth opportunities, and renewal execution.
• Partner with Support to escalate and coordinate resolution of customer issues when needed.
• Work closely with the Renewals team to support accurate forecasting and successful renewal outcomes.
• Follow up promptly after customer meetings, document next steps, and maintain clear ownership of commitments.
• Lead customer conversations with confidence, bringing structure, insight, and a clear path forward.

What you will bring

• Strong relationship-building skills and the ability to earn trust with customers.
• Excellent verbal and written communication skills.
• The ability to listen carefully, understand customer needs and constraints, and translate those needs into practical ways we can help.
• Strong organization and attention to detail, with a consistent commitment to follow-through.
• A customer-first mindset and a willingness to go the extra mile to help customers succeed.
• Confidence taking the lead in customer meetings and guiding conversations toward clear outcomes.
• Flexibility and sound judgment when working with different customer priorities, processes, and operating environments.
• The ability to manage competing priorities across a book of business while maintaining timely communication and follow-up.

Technical background

• Technical experience is highly valued. Experience or working knowledge in the following areas would be especially helpful:
• Networking fundamentals, including an understanding of switches, routers, and how networks support business operations.
• Server and application monitoring.
• Observability concepts and platforms.
• Database technologies, with SQL Server experience considered a plus.
• Cloud technologies, including Microsoft Azure and Amazon Web Services.
• You do not need to be an engineer. We are looking for someone who can learn technical concepts, ask thoughtful questions, and connect customer challenges to the right resources and solutions.

Preferred qualifications

• Experience working with SLED, public sector, education, or government customers.
• Working knowledge of government procurement, approval, or operating processes.
• Experience in Customer Success, account management, consulting, technology services, or a related customer-facing role.
• Experience supporting SaaS, IT operations, networking, monitoring, observability, or other enterprise technology solutions.
• Public sector experience is a plus, but it is not required. We are open to candidates who bring strong customer management skills, technical curiosity, and the ability to learn the public sector environment.

What success looks like

Success in this role means customers understand the value of our solutions, are making progress against their adoption goals, and are in a strong position well before renewal. You will be successful by building durable relationships, identifying risk early, coordinating the right internal resources, and consistently following through on customer commitments.