Job Description
Job Description
A Senior Customer Success Manager (CSM) delivers successful customer outcomes, supports organic growth opportunities across multiple Government customer accounts, and helps customers adopt Casepoint products, ensuring service delivery, including any deliverables, meeting contractual and customer business objectives, and fostering a relationship that generates further business. The Sr. CSM will manage the successful delivery of Professional Services engagements to drive customer adoption of Casepoint and work to uncover new business opportunities. As a Sr. CSM you will regularly engage with diverse stakeholder groups, including executives of large enterprises and a cross-functional and geographically dispersed team. A successful Sr. CSM will utilize customer relationship management skills and technical credibility to communicate effectively at all levels of the organization. The Sr. CSM will deploy a proactive, holistic, and deliberate approach to customer services that leverages technology, data, and visibility into customers’ activities, so the customers continue to realize value from products over their lifetime as a Casepoint user. This role reports to the Director of Customer Success.
Work Location & Flexibility: We are headquartered in Washington, D.C., and this role is eligible for remote work from the following states: CA, CO, CT, D.C., FL, GA, MA, MD, MI, MN, NC, NH, NY, PA, TX, VA, WI. If you live outside these states, unfortunately we’re not able to consider your application at this time.
Key Responsibilities
- Serve as the primary strategic owner for Casepoint's most complex Federal customer accounts, overseeing multi-agency programs and portfolios exceeding $5M annually.
- Develop and execute account-level strategies that drive retention, expansion, and value realization across multiple contracts, projects, and stakeholder groups.
- Lead executive relationships within agencies; act as a trusted advisor on technology enablement, compliance, and program outcomes.
- Partner cross-functionally with Sales, Delivery, Product, and IS leadership to influence account strategy, product direction, and resource prioritization.
- Proactively identify growth opportunities, renewal risks, and strategic initiatives to strengthen customer engagement and expand account value.
- Mentor and guide Customer Success Managers on best practices for account planning, business reviews, and government relationship management.
- Serve as an escalation point for high-visibility issues or strategic decision-making, balancing customer advocacy with company goals.
- Collaborate with leadership to define and refine processes, templates, and best practices for the Customer Success organization.
Candidate Requirements
- 10+ years of professional experience
- Proven success managing complex Federal SaaS programs or portfolios valued at $5M+ annually
- Demonstrated ability to build executive relationships and strategic account plans that drive retention, expansion, and satisfaction
- Deep understanding of Federal contracting processes, compliance requirements, and subcontractor management
- Strong technical aptitude with SaaS systems; ability to advise customers on adoption and integration best practices
- Experience mentoring peers and/or contributing to organizational best practices
- PMP certification required; strong background in project governance, risk management, and delivery execution
- Passion for technology and for helping others to understand and use it
- Excellent verbal presentation skills and written communication skills
- Experience in self-training and developing expertise with new user-based technology
- B.A. and/or M.S. or equivalent experience
- US citizen (non-dual) and eligible for Secret Clearance
- Project Management Professional (PMP) Certification required
About OPEXUS + Casepoint
OPEXUS, a leader in government process management software, and Casepoint, a top provider of data discovery technology for litigation, investigations, and compliance, merged in January 2025, with a majority investment from Thoma Bravo. The merger combines OPEXUS' expertise in government process management and Casepoint's advanced data discovery technology to create a scalable platform that meets growing demands for efficient, secure data management in the public and regulated sectors. This collaboration enhances workflows for government and enterprise clients, focusing on data discovery, litigation, and compliance.
The Washington Post, which named OPEXUS + Casepoint as the best place to work, solidifies the company's commitment to fostering a supportive, innovative, and inclusive work environment. Our dedicated team has created a culture grounded by our shared values that encourage everyone to speak up, join in, and celebrate together. From our hybrid work schedules to our prime downtown D.C. location, working at OPEXUS + Casepoint offers the best of all worlds.
OPEXUS + Casepoint is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or disability.