[Remote] Federal Customer Success Manager

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.ResponsibilitiesTranslates outcomes into structured plans with milestones, owners, timelines, and measurable checkpointsFocuses on customer business results and verified value realizationCommunicates effectively with senior stakeholders and leads executive reviews with credibilityIdentifies early warning signals and builds structured recovery plansMobilizes internal resources without formal authorityConfirms proper decision-makers and multi-level engagementEscalates appropriately with structured context and solutionsConnects SaaS metrics and value realization to renewal and growthDrives closure of commitments with execution rigorMaintains leadership presence during risk and pressure situationsDemonstrated 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 objectivesSkillsTop Secret ClearanceFederal Customer Success Experience or Military backgroundProgram Management Discipline – Translates outcomes into structured plans with milestones, owners, timelines, and measurable checkpointsOutcome Orientation – Focuses on customer business results and verified value realizationExecutive Presence – Communicates effectively with senior stakeholders and leads executive reviews with credibilityRisk Detection and Mitigation – Identifies early warning signals and builds structured recovery plansCross-Functional Leadership – Mobilizes internal resources without formal authorityStakeholder Mapping and Alignment – Confirms proper decision-makers and multi-level engagementEscalation Judgement – Escalates appropriately with structured context and solutionsAnalytical and Commercial Acumen – Connects SaaS metrics and value realization to renewal and growthAccountability and Follow-Through – Drives closure of commitments with execution rigorResilience and Composure – Maintains leadership presence during risk and pressure situationsTechnical 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 objectivesBenefitsFlexible workplace policiesEmployee resource groupsLearning and development resourcesCareer progression pathwaysCommunity engagement initiativesGlobal employee wellness programsCompany OverviewRiverbed Technology is an information technology company that develops network and application performance software. It was founded in 2002, and is headquartered in San Francisco, California, USA, with a workforce of 1001-5000 employees. Its website is https://www.riverbed.com.