Customer Success Manager

At Cav, our team is composed of high-performing professionals who love to win and are deeply committed to excellence. We work hard, pushing ourselves and everyone around us to do their best work. We seek life-long learners whose North star is honing their craft and who bet on themselves. We are constantly building momentum and embracing growth. We’re eager to learn and develop new skills, collaborate across departments, and bring innovative ideas to the table. We understand how to manage our responsibilities with empathy, seek to understand our customers’ and colleagues’ needs, build trusted relationships, and consistently deliver superior value. Cav team members partner closely across Product, Engineering, Sales, Marketing, and beyond to shape the future of our solutions and how we engage the market. It’s a winning culture—and we only want to work with those who strive to be the best.

The Role

We’re seeking a proactive and customer-focused Customer Success Manager (CSM) to ensure our customers achieve maximum value from our platform and services. Success in this role includes building trusted relationships with enterprise and federal customers, guiding them through onboarding, adoption, and long-term success strategies, and serving as a strategic advisor to help customers achieve their operational, security, and compliance objectives. The ideal candidate thrives in a fast-paced environment, collaborates effectively across teams, and is passionate about customer satisfaction, retention, and growth.

Qualifications

Required

• Minimum of 3 years of experience in Customer Success, Account Management, Customer Support, or other customerfacing roles, preferably within SaaS or enterprise software
• Proven ability to build and maintain strong customer relationships and drive customer satisfaction and retention
• Experience managing the customer lifecycle including onboarding, adoption, value realization, renewals, and expansion opportunities
• Strong communication, presentation, and problemsolving skills with a customerfirst mindset
• Ability to understand technical products and guide customers through platform capabilities and workflows
• Experience working crossfunctionally with sales, product, engineering, and support teams to advocate for customer needs
• Strong organizational and project management skills with the ability to manage multiple customer accounts simultaneously
• Comfortable operating autonomously in fastpaced, ambiguous, and customerfacing environments

• Experience supporting enterprise, cybersecurity, compliance, cloud, or SaaS platforms
• Familiarity with customer success tools such as Jira, Gainsight, Salesforce, HubSpot, Zendesk, or similar platforms
• Understanding of customer health metrics, adoption strategies, and retention best practices
• Ability to identify upsell or expansion opportunities while maintaining a consultative and customercentric approach
• Experience conducting customer business reviews, training sessions, and executive presentations
• Strong desire to understand our customers, product offerings, and company growth strategy
• Passion for building longterm customer partnerships and improving the customer experience
• A degree in Business, Communications, Information Technology, or related field, or equivalent practical experience