Federal Customer Success Manager

Description

The Federal Customer Success Manager (Federal CSM) is a critical reactive, operational support role within the sales organization. Within the federal team, the Federal CSM works with the Director, Federal Sales (new logos and large programs) and the Federal Strategic Account Manager (existing accounts) to ensure the sales organization operates efficiently and responsively. The role supports a federal sales team selling to U.S. federal, DoD and defense industry customers, primarily through channel partners.

Unlike SAMs, whose primary responsibility is proactive revenue generation and account expansion, the CSM role is designed to absorb administrative, operational, and inbound support tasks, enabling adjacent roles to remain focused on selling, relationship management, and solution development.

The CSM will primarily support:

• •Smaller and lower-complexity customer accounts
• •Inbound and reactive customer inquiries
• •Internal sales operations and administrative workflows
• •Cross-team coordination and routing of requests

This role is foundational to scale, speed, and consistency across the sales motion.

Essential Duties and Responsibilities:

Federal Account Support & Inbound Triage

• •Act as the primary account manager and point of contact for smaller, lower-complexity federal customers
• •Manage general inbound customer inquiries, trade-show leads, and federal RFQs, independently resolving basic product and order questions or triaging complex requests and urgent escalations to the appropriate federal sales team member
• •Ensure timely resolution and clear internal accountability across all channels by meeting strict SLAs, including a 4-hour initial response time and a 2-business-day turnaround for standard quotes

Sales Team Support (Operational & Administrative)

• •Support SAMs with non-selling tasks, including:
• •Quote preparation assistance
• •Order entry and order tracking
• •Order expediting and proactive status updates to customers and channel partners
• •CRM updates and data hygiene
• •Documentation collection and organization

• •Assist with internal handoffs between teams during account transitions or project phases
• •Help coordinate internal resources (sales ops, finance, procurement, engineering) as needed

Sales Operations & Process Support

• •Maintain accurate records in CRM and related systems
• •Support reporting, tracking, and internal documentation needs
• •Follow and reinforce established sales processes and workflows
• •Identify recurring issues or inefficiencies and surface improvement opportunities
• •Track demo, loaner and evaluation units from shipment through return or purchase

Product & Industry Knowledge

• •Maintain a working understanding of the company’s hardware portfolio, solutions, and services
• •Participate in company-provided product and sales training
• •Recognize federal compliance questions (TAA, Section 889, FIPS, export controls) and route them to the Solutions Architect or Product team rather than answering them directly
• •Continuously build knowledge through self-learning and internal resources
• Stay aligned with updates to offerings, pricing structures, and internal processes

Working Conditions/Physical Demands:

• •Prolonged periods of sitting at a desk and working on a computer, requiring close vision and the ability to adjust focus
• •Frequent use of video conferencing tools to participate in virtual meetings; occasional early morning or evening availability may be required to collaborate across global time zones
• •Must be able to effectively communicate in a professional manner, both virtually and in person with clients and team members
• •Work environment varies between a remote home office setting and travel-related environments

Requirements

• •Experience supporting federal or defense sales, including distributors, resellers and primes
• •Ability to predict and navigate the long and complex sales cycle, and sustainment efforts
• •Familiarity with FAR and DFAR
• •Must be well versed in GWACs (e.g., SEWP, GSA, ITES, 2GIT, CCS2, DLA TLS, NIB )
• •Experience in sales operations, inside sales support, or administrative sales roles
• •Comfort working in a tech or hardware sales environment
• •Strong organizational skills and attention to detail
• •Ability to manage multiple requests and prioritize effectively
• •Clear written and verbal communication skills
• •Experience with CRM systems and internal sales tools, HubSpot preferred
• •Customer-focused mindset with a strong sense of urgency
• •Must be a 'U.S. Person' as defined by ITAR (U.S. citizen, U.S. national, lawful permanent resident, asylee, or refugee) to access export-controlled technology
• •Preferred:
• •Prior experience supporting quota-carrying sales roles
• •Familiarity with hardware sales cycles, quoting, and order fulfillment
• •Experience working in a fast-growing or process-evolving sales organization

Compensation, Benefits & Total Rewards (U.S. Pay Transparency)

The anticipated annual base salary range is $63,000–$70,000 USD. Actual compensation will be determined based on several factors, including the candidate's experience, skills, qualifications, geographic location, and internal equity.

Benefits & Total Rewards

• •Comprehensive medical, dental, and vision insurance for employees and eligible dependents with HSA seeding
• •401(k) retirement plan with 5% company matching
• •Generous paid time off, company holidays, and paid parental leave
• •100% Company-paid life and disability insurance
• •Flexible work arrangements, where applicable
• •Professional development and learning opportunities
• •Employee Assistance Program (EAP) and wellness resources

Global Equal Opportunity Statement

SNUC Systems is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive, barrier-free environment for all employees and applicants.

All employment decisions, including recruitment, hiring, promotion, compensation, and development, are based strictly on business needs, job requirements, merit, and individual qualifications. We evaluate all candidates without regard to:

• •Race, Color, Ethnicity, Nationality, or Ethnic/National Origin (including membership of the Traveller Community)
• •Gender, Gender Identity, Gender Expression, or Sex (including pregnancy, childbirth, or related medical conditions)
• •Sexual Orientation, Civil, Marital, or Partnership Status, Family Status, or Carer Responsibilities
• •Religious Beliefs, Creed, Political Opinion, or Community Background (including Protestant, Catholic, or Neither)
• •Disability, Medical Condition, or Genetic Information
• •Age, Veteran/Military Status, Current Unemployment Status, Social Origin, or Union Membership/Industrial Activity
• •Or any other status protected by applicable federal, state, national, or local laws across our operating locations in the United States, the Republic of Ireland, and the United Kingdom.

Accommodations & Accessibility

SNUC Systems is committed to providing reasonable accommodations and workplace adjustments in accordance with applicable local laws. If you require assistance or a reasonable accommodation at any stage of the recruitment process due to a disability or specific requirement, please contact our Human Resources team at [email protected].

Notice to Recruiters and Agencies

SNUC prefers to recruit candidates directly, rather than through a third-party recruiter or agency. Do not submit or present your candidate(s) through any means (e-mail, fax, phone, mail, verbal referral) to SNUC or any employee of SNUC. In the case of candidate(s) submitted or presented to SNUC by a recruiter or agency without a signed agreement in place for the specific position or without a specific open requisition, SNUC explicitly reserves the right to pursue and hire those candidate(s) without any financial obligation to the recruiter or agency. To request consideration as a Recruiting Vendor, please contact our recruiting department.