Sr. Manager, Business Operations, Federal

permanent

Fully Remote

Only accepting applications from: United States

Own the planning, coordination, and execution of customer success projects, ensuring all contracted deliverables are met on time and within scope.
Develop and maintain comprehensive project documentation, including project plans, milestones, risk registers, and communication schedules.
Serve as the central point of coordination, aligning internal teams with customer stakeholders to ensure seamless project execution.
Schedule and lead regular stakeholder meetings to align IAM capabilities with key business objectives and demonstrate ongoing value.
Facilitate workshops, demos, and value mapping sessions to showcase ROI and identify opportunities for expansion.
Lead monthly and quarterly business reviews to track key performance indicators (KPIs), review product roadmaps, and measure compliance improvements.
Serve as the primary point of contact for customers after implementation.
Participate with Sales team to provide a strong customer focused sales, orientation and launch engagement process.
Develop deep, trusting relationships with customers and executive sponsors to drive product adoption.
Track the utilization of success packages and contracted deliverables to ensure adherence to service level agreements (SLAs).
Partner with Technical Account Managers (TAMs) to assess license utilization and identify optimization opportunities.
Monitor and identify utilization trends, providing recommendations based on risk and customers’ needs.
Actively identify cross-sell and upsell opportunities.
Support the expansion of customer accounts by creating and managing phased application onboarding and capability adoption plans.
Plan education for customers on new features and releases.
Manage renewal pipeline including potential at-risk customers to ensure a successful renewal.
Assist with transformation and process improvements across the organization.
Act as the voice of the customer and collect feedback to drive continuous improvement across all areas including product.

Experience

5+ years of experience in a project management or customer success role within a SaaS environment, with a strong preference for candidates from the Identity and Access Management (IAM) or cybersecurity sectors.
Proven ability to manage multiple complex projects simultaneously while meeting competing deadlines.
Exceptional communication, facilitation, and negotiation skills with the ability to influence and manage expectations across various levels of an organization.
Familiarity with core IAM concepts, including Role-Based Access Control (RBAC), Privileged Access Management (PAM), and Segregation of Duties (SoD).
Experience with customer success or CRM platforms such as Gainsight, Salesforce, or similar tools is a plus.
A Project Management Professional (PMP), Certified ScrumMaster (CSM), or equivalent project management certification is preferred.