Note: The job is a remote job and is open to candidates in USA. Riverbed Technology is a leader in AIOps for observability, helping organizations optimize user experiences through AI automation. The Federal Customer Success Manager will drive customer outcomes by managing success plans, coordinating cross-functional resources, and ensuring measurable value realization from purchased solutions.

Responsibilities

• Translates outcomes into structured plans with milestones, owners, timelines, and measurable checkpoints
• Focuses on customer business results and verified value realization
• Communicates effectively with senior stakeholders and leads executive reviews with credibility
• Identifies early warning signals and builds structured recovery plans
• Mobilizes internal resources without formal authority
• Confirms proper decision-makers and multi-level engagement
• Escalates appropriately with structured context and solutions
• Connects SaaS metrics and value realization to renewal and growth
• Drives closure of commitments with execution rigor
• Maintains leadership presence during risk and pressure situations
• Demonstrated Tier 1 or Tier 2 troubleshooting experience leveraged to protect and advance customer outcomes by identifying technical blockers to adoption, clearly articulating impact and remediation paths, and coordinating cross-functional resolution to maintain momentum toward defined success objectives

Skills

• Top Secret Clearance
• Federal Customer Success Experience or Military background
• Program Management Discipline – Translates outcomes into structured plans with milestones, owners, timelines, and measurable checkpoints
• Outcome Orientation – Focuses on customer business results and verified value realization
• Executive Presence – Communicates effectively with senior stakeholders and leads executive reviews with credibility
• Risk Detection and Mitigation – Identifies early warning signals and builds structured recovery plans
• Cross-Functional Leadership – Mobilizes internal resources without formal authority
• Stakeholder Mapping and Alignment – Confirms proper decision-makers and multi-level engagement
• Escalation Judgement – Escalates appropriately with structured context and solutions
• Analytical and Commercial Acumen – Connects SaaS metrics and value realization to renewal and growth
• Accountability and Follow-Through – Drives closure of commitments with execution rigor
• Resilience and Composure – Maintains leadership presence during risk and pressure situations
• Technical Troubleshooting Acumen – Demonstrated Tier 1 or Tier 2 troubleshooting experience leveraged to protect and advance customer outcomes by identifying technical blockers to adoption, clearly articulating impact and remediation paths, and coordinating cross-functional resolution to maintain momentum toward defined success objectives

Benefits

• Flexible workplace policies
• Employee resource groups
• Learning and development resources
• Career progression pathways
• Community engagement initiatives
• Global employee wellness programs

Company Overview