Head of Customer Success

About the role

You will define the post-sales customer journey for Knox's federal and Department of Defense client portfolio, owning the end-to-end experience from initial deployment through renewals and expansion. You will establish and lead the Technical Account Management (TAM) function from the ground up, rapidly scaling a team to four or more managers while setting the standard for executive engagement. In this capacity, you will act as the primary senior executive point of contact for the organization's most critical accounts, ensuring alignment between Knox's capabilities and customer mission objectives. You will build and implement customer success methodologies, health scoring models, and governance frameworks that drive measurable outcomes and long-term retention. Collaboration will be central to your role, as you work directly with Sales, Engineering, Security, Compliance, Product, and Operations leadership to synchronize strategy and execution. Your focus will be on developing TAM managers, defining clear career paths, and instilling a culture of accountability, continuous improvement, and customer-centricity across the function. The position demands a high level of rigor and trust, as the environments managed require zero failure and immediate, visible impact.

Key facts

What you'll do

Drive the creation of the Technical Account Management (TAM) organization, defining its charter and hiring the founding team to scale to four or more TAMs rapidly.

Own the complete post-sales customer lifecycle, taking responsibility for the journey from post-go-live operations through renewals, expansion, and strategic partnership.

Establish and maintain trusted executive relationships with key strategic accounts, acting as the senior escalation point for operational issues and complex challenges.

Lead executive business reviews and operational governance meetings, tracking customer health against predefined KPIs and success metrics to ensure alignment.

Partner with Sales, Engineering, Security, Compliance, Product, and Operations leadership to coordinate efforts that drive customer adoption, health, and expansion readiness.

Design and implement customer success methodologies, engagement models, and governance frameworks, including customer health scoring to operationalize excellence.

Develop TAM managers by creating clear career paths and customer success playbooks that foster a culture focused on outcomes, accountability, and continuous improvement.

Manage multiple customer workstreams simultaneously, ensuring consistent delivery and satisfaction across a diverse and regulated client base.

Provide strategic guidance to influence product and roadmap decisions based on direct feedback from customer interactions and observed pain points.

Champion the customer perspective across the organization, ensuring that product, security, and compliance initiatives reflect real-world operational requirements.

Identify risks and opportunities within customer environments, proactively addressing issues before they escalate to impact mission-critical services.

Collaborate with Compliance and Security teams to ensure all customer engagements adhere to FedRAMP, NIST 800-53, and other relevant regulatory standards.

Monitor and report on customer health metrics, using data to inform interventions that improve retention and long-term satisfaction.

Act as a thought leader for the customer success domain, developing best practices and processes that can be replicated across the federal technology sector.

Requirements

Candidates must possess a minimum of 8 years of cumulative experience in customer success, account management, or client services roles.

At least 3 to 4 of those years must be in a leadership capacity where you were responsible for managing teams and driving strategic account outcomes.

You must have a proven history of building and scaling a customer success function within environments that are regulated or driven by strict compliance requirements.

Demonstrated experience in managing and developing both managers and individual contributors is essential for leading the TAM organization effectively.

Familiarity with Federal risk management frameworks such as FedRAMP and NIST 800-53 is preferred and will be considered a significant advantage.

A strong understanding of cloud operations and Software-as-a-Service delivery models is required to navigate the technical complexities of the role.

You must have a track record of cross-functional partnership, working closely with product, engineering, and security teams to drive customer outcomes and enable feedback loops.

The ability to manage multiple complex customer workstreams concurrently without sacrificing quality or compliance is a hard requirement.

U.S. citizenship is mandatory due to the nature of federal government work and compliance with applicable regulations.

Candidates must be able to provide documentation verifying sole U.S. citizenship status as part of the background check process.

Any offer of employment is contingent upon the successful completion of all required pre-employment screenings, including a background check.

You must be able to meet the high standards of reliability and discretion required when working with sensitive government environments.

A commitment to maintaining the highest levels of security, reliability, and compliance in all customer interactions is non-negotiable.

Nice to have

Experience with FedRAMP, NIST 800-53, or other regulated operational environments is preferred.

A strong understanding of cloud operations and SaaS delivery models.

Proven ability to partner cross-functionally to drive customer outcomes and product feedback loops.

Capacity to manage multiple customer workstreams simultaneously with attention to detail.

Practical notes

U.S. citizenship is required.

Background verification will include documentation of sole U.S. citizenship.

Employment is contingent upon successful completion of pre-employment screenings.