ABOUT US:

Federal Compass is a leading SaaS provider offering a comprehensive suite of business process automation, pipeline management, and opportunity sourcing tools designed to empower Federal contractors. Our mission is to streamline the complex government contracting lifecycle, enabling our clients to identify, pursue, and win more opportunities. We’re a high-growth company with a passionate team dedicated to delivering exceptional value and outcomes for our customers.

POSITION SUMMARY:

The Customer Success Manager is a key member of our Customer Success team, responsible for ensuring that a portfolio of clients successfully adopts, uses, and derives maximum value from our platform. This role requires an entrepreneurial spirit and a proactive approach to problem-solving. You’ll serve as the primary point of contact for clients, guiding them through the entire customer journey from onboarding to renewal. You’ll be a trusted advisor, helping Federal contractors optimize their business development processes and achieve their growth goals by tailoring your approach to the diverse personas you engage with.

QUALIFICATIONS:

Experience:

• Minimum of [2-3] years of experience in a customer-facing role such as Customer Success, Account Management, or a related field within a B2B SaaS environment.
• Proven experience working with a complex business solution (e.g., CRM, business process management software).
• Experience using HubSpot or a similar CRM platform to manage customer accounts and track activities is required.
• Experience with the Federal contracting industry is a plus, but not a requirement.

Skills:

• A strong entrepreneurial spirit and a highly self-motivated, proactive approach to problem-solving.
• Excellent communication, interpersonal, and presentation skills.
• Strong organizational and time management skills with the ability to manage a portfolio of clients and prioritize tasks effectively.
• An empathetic and customer-centric mindset with a passion for helping others succeed.
• Ability to use data and analytics to inform your client strategy.

Customer Relationship & Portfolio Management

• Serve as the primary point of contact for a designated portfolio of clients, building and nurturing strong relationships with both end-users and key decision-makers.
• Use data from HubSpot and other internal tools to assess the health of your portfolio and proactively identify at-risk accounts.
• Tailor your communication and engagement strategy to the specific role and needs of each person you interact with, from the day-to-day user to the executive sponsor.
• Act as a customer advocate, ensuring their feedback and needs are heard by internal teams like Product and Engineering.

Persona-Driven Onboarding & Product Adoption:

• Lead the onboarding process by first identifying the key personas and their specific goals.
• Conduct onboarding sessions tailored to each persona’s role—for example, focusing on pipeline tracking with a BD Manager and ticket management with an end-user.
• Focus on maximizing product adoption from the outset by actively guiding users to key features that align with their business goals.
• Ensure a swift time-to-value by helping new clients achieve their first key business outcome quickly.

Problem-Solving & Support Tickets:

• Manage and resolve incoming support tickets from your clients, ensuring timely and effective solutions.
• Tailor your support and troubleshooting approach based on the user’s role and technical proficiency.
• Take a self-motivated, proactive approach to anticipating customer needs and identifying potential issues before they arise.

Revenue Growth & Retention:

• Manage the renewal process for your portfolio of clients by engaging with the appropriate decision-makers to demonstrate the product’s value and ROI.
• Identify opportunities for expansion and upsell, positioning new features or products that align with the client’s evolving needs, especially those of the executive personas.
• Collaborate with the sales and marketing teams to highlight the value of our platform and identify new growth opportunities.

Time Management & Workflow:

• Independently manage your time to ensure the necessary focus is given to onboarding, customer check-ins, and the timely resolution of support tickets.
• Maintain accurate and up-to-date client records and activities within HubSpot.