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Salary: USD 165,000 - 185,000 / annual
Knox Systems operates the largest Federal managed cloud, providing secure cloud and AI environments for the U.S. government's most critical missions in national security, public safety, and essential public services. The company is seeking a Head of Customer Success to own the post-sales customer journey and build the customer success organization from the ground up.
In this role, you will lead Knox's post-implementation customer organization and build the Technical Account Management (TAM) function from scratch, scaling to 4+ TAMs quickly. You'll own the full post-sales customer lifecycle end-to-end, from post-go-live through renewal, expansion, and long-term partnership. As the senior executive point of contact for Knox's most important accounts, you'll build and maintain trusted relationships across strategic customers and serve as the executive escalation point for operational issues.
Key responsibilities include establishing customer success methodologies, engagement models, governance frameworks, and customer health scoring to drive operational excellence. You'll lead executive business reviews and operational governance meetings, tracking customer health against agreed KPIs and success metrics. You'll partner closely with Sales, Engineering, Security, Compliance, Product, and Operations leadership to drive customer health, adoption, and expansion readiness. Additionally, you'll develop TAM managers, define career paths, and build customer success playbooks centered on customer outcomes, accountability, and continuous improvement.
Required qualifications include 8+ years of experience in customer success, account management, or client services, with at least 3-4 years in a leadership role. You should have a proven track record of building and scaling a customer success function in regulated or compliance-driven environments, demonstrated success managing and developing teams of managers and individual contributors, and familiarity with FedRAMP, NIST 800-53, or regulated operational environments. Strong understanding of cloud operations and SaaS delivery models is essential, along with the ability to manage multiple customer workstreams simultaneously and partner cross-functionally to drive customer outcomes.
This position requires U.S. citizenship (sole citizenship only; dual citizenship not permitted) and the ability to pass a background check and pre-employment screenings in accordance with government contract requirements.
