Customer Success Manager DC

We are looking for a highly motivated and mission-driven Customer Success Manager (CSM) to join our U.S. Public Sector team.

In this role, you will manage strategic relationships with federal and governmental customers across the United States, serving as their primary point of contact.

Your mission will be to drive customer success through adoption, satisfaction, and measurable operational impact - ensuring Windward's technology delivers consistent value and supports the customer's mission objectives.

You will collaborate closely with cross-functional teams, including Support, Professional Services, Delivery, Product & R&D, Sales & Marketing groups, to deliver an exceptional customer experience and foster long-term partnerships.

Key Responsibilities

• Serve as the primary point of contact for assigned U.S. Federal and Government customers, managing all aspects of the relationship - from onboarding to renewals and growth.
• Ensure customers derive maximum value from the Windward platform by driving adoption, promoting best practices, and leading training sessions tailored to operational use cases.
• Proactively monitor customer health, sentiment, and usage metrics, identifying risks and working cross-functionally to ensure service quality meets or exceeds SLA expectations.
• Act as the voice of the customer internally - providing actionable feedback to influence product improvements, features, and roadmap priorities.
• Partner with the Sales team to identify and team up on upsell and cross-sell opportunities, supporting expansion across agencies and departments.
• Support new feature rollouts, deliver product demos, and ensure seamless communication of value across technical and executive stakeholders.
• Maintain a deep understanding of the U.S. Federal acquisition, procurement, and compliance processes, and align customer success strategies accordingly.