Customer Success Manager

Role Overview

Windward is hiring a driven Customer Success Manager to support its U.S. Public Sector business. In this position, you will own relationships with federal and government clients across the United States and act as their main day-to-day contact. The focus of the role is to ensure customers realize strong value from Windward’s platform through adoption, satisfaction, and clear operational outcomes that help them achieve mission goals.

You will work closely with teams across Support, Professional Services, Delivery, Product and R&D, as well as Sales and Marketing, to deliver a smooth customer experience and build lasting partnerships.

Key Responsibilities

• Manage assigned U.S. federal and government accounts as the primary contact, handling the relationship from onboarding through renewals and expansion.
• Increase platform adoption by guiding customers on best practices, running tailored training sessions, and helping them use the product effectively in their day-to-day workflows.
• Track customer health, sentiment, and usage trends, flag potential issues early, and coordinate with internal teams to maintain service quality that meets or exceeds SLA commitments.
• Represent customer needs internally and share practical feedback that can shape product enhancements, features, and roadmap decisions.
• Work with Sales to uncover and pursue upsell and cross-sell opportunities, helping broaden usage across agencies and departments.
• Support product releases, present demos, and communicate value clearly to both technical teams and senior leaders.
• Maintain working knowledge of U.S. federal acquisition, procurement, and compliance processes so customer success efforts align with government requirements.

Requirements

• A TS Clearance is mandatory.
• At least 3 years of experience in Customer Success or Account Management, ideally within a SaaS environment.
• Hands-on experience working with U.S. federal or government clients.
• Exposure to the maritime domain and/or intelligence operations such as OSINT, VISINT, or SIGINT is a plus.
• Excellent communication and relationship management skills, with the ability to engage both technical stakeholders and senior executives.
• Strong product and domain understanding, along with the ability to manage several high-priority items in a fast-moving environment.
• Experience with customer success tools such as CS platforms, Salesforce, helpdesk systems, or training software.
• A self-directed approach with solid analytical thinking, problem-solving ability, and strategic judgment.
• Comfort leading customer training sessions, workshops, and executive briefings.
• Willingness to travel up to 40% within North America and internationally for meetings, workshops, and on-site customer work.

Additional Information

This is a full-time onsite position based in Tampa, FL. Salary details were not specified in the source.