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 are a high-growth company with a passionate team dedicated to delivering exceptional value and outcomes for our customers.

QUALIFICATIONS:

Experience

• Minimum of [5-7] years of experience in Customer Success, Account Management, or a similar customer-facing role within a B2B SaaS organization.
• Minimum of [2-3] years of experience in a leadership or management role, leading a team of CSMs or equivalent professionals.
• Required: Demonstrated experience with complex business solutions, such as Business Process Management (BPM) software, CRM platforms, or other enterprise-level tools that automate business operations and manage a sales/business development pipeline.
• Nice to Have: Experience working with or within the Federal contracting ecosystem is a significant plus, but not a prerequisite. A demonstrated ability to quickly grasp and understand a new, complex industry is essential.

Skills

• Strong leadership, coaching, and team-building abilities.
• Exceptional communication, presentation, and negotiation skills.
• Proven ability to build and maintain relationships with senior-level stakeholders and decision-makers.
• Entrepreneurial spirit and a highly self-motivated, proactive approach to problem-solving.
• A strategic and analytical mindset with a passion for using data to drive decisions.
• Ability to thrive in a fast-paced, high-growth environment and manage multiple priorities effectively.
• Deep understanding of the SaaS business model, customer lifecycle, and key success metrics.

Team Leadership & People Management:

• Hiring: Lead the full recruitment and hiring process for the CSM team, including defining job descriptions, sourcing candidates, conducting interviews, and making final hiring decisions.
• Onboarding & Training: Design and deliver a comprehensive onboarding program for new CSMs. Ensure the team is proficient in our product, customer success methodologies, and the unique needs of Federal contractors.
• Performance Management: Set clear performance expectations and targets. Conduct regular one-on-one meetings and performance reviews, providing constructive feedback and creating professional development plans.
• Exiting: Manage the offboarding process for team members, including conducting exit interviews and ensuring a smooth transition of their accounts

Strategic Relationship Management:

• Act as a senior-level point of contact and trusted advisor for key strategic accounts.
• Engage with and develop relationships with decision-makers (e.g., CEOs, Business Development VPs, Capture Managers) to understand their top-level business objectives and challenges.
• Align our solution’s value proposition with the client’s long-term business strategy, positioning our platform as a critical component of their growth.
• Collaborate with the team on executive business reviews to present ROI and demonstrate the value our platform provides to the C-suite.

Team Leadership & People Management:

• Hiring: Lead the full recruitment and hiring process for the CSM team, including defining job descriptions, sourcing candidates, conducting interviews, and making final hiring decisions.
• Onboarding & Training: Design and deliver a comprehensive onboarding program for new CSMs. Ensure the team is proficient in our product, customer success methodologies, and the unique needs of Federal contractors.
• Performance Management: Set clear performance expectations and targets. Conduct regular one-on-one meetings and performance reviews, providing constructive feedback and creating professional development plans.
• Exiting: Manage the offboarding process for team members, including conducting exit interviews and ensuring a smooth transition of their accounts.

Revenue Growth & Expansion:

• Champion expansion and upsell as core components of the CSM role. Train the team to proactively identify and pursue opportunities for existing customers to upgrade licenses or add new modules.
• Collaborate with the Marketing team to develop targeted campaigns and content for existing customers, ensuring they are aware of new features and products.
• Develop and implement innovative strategies to increase upsell, such as creating educational webinars, personalized outreach campaigns, and customer success stories that highlight the benefits of advanced features.
• Work closely with the Sales team on a structured approach to handoffs and on identifying and securing renewal and expansion opportunities.

Team Culture & Process Innovation:

• Foster an environment where the team embraces an entrepreneurial spirit and a highly self-motivated, proactive approach to problem-solving.
• Encourage CSMs to take ownership of their accounts and identify opportunities to improve processes and customer outcomes independently.
• Develop and refine the team’s customer success playbook, including best practices for onboarding, renewals, and expansion.
• Foster a positive and collaborative team culture through regular team-building activities, events, and clear communication.
• Design, manage, and execute incentive-based competitions and rewards programs to motivate the team, celebrate successes, and drive key performance indicators.

Performance Analysis & Reporting:

• Utilize customer success platforms (e.g., Gainsight, ChurnZero) and internal dashboards to track key metrics.
• Analyze customer data to identify trends, opportunities for improvement, and to forecast renewals accurately.
• Prepare and present regular reports to senior leadership on team performance, customer health, and strategic initiatives.