Federal Customer Success Manager/Business Development Specialist

As a Customer Success Manager at Swimlane, you'll be instrumental in driving customer satisfaction and retention for our enterprise clients. Your role extends beyond ensuring product adoption and mitigating churn; you'll also play a pivotal role in expanding Swimlane's reach and influence within the Federal sector through strategic business development initiatives. Candidates should be residence in the Washington D.C. area at time of application to be considered.

Responsibilities:

• Achieve quarterly net retention targets by fostering strong relationships and delivering exceptional service to our Federal clients.
• Advise customers on optimal product use to ensure they derive maximum value and achieve their security objectives.
• Build and nurture relationships with security leaders within customer organizations to become a trusted advisor and advocate for Swimlane's solutions.
• Identify and address churn risks by proactively monitoring customer satisfaction and addressing any issues or concerns.
• Drive resolution of customer support tickets in a timely and efficient manner to enhance customer satisfaction and loyalty.
• Maintain deep product knowledge and stay updated on industry trends to effectively support and advise clients.
• Collaborate with internal teams on new product rollouts, providing valuable insights from customer interactions to inform product development and enhancements.
• Utilize customer data and usage insights to identify successful use cases and adoption patterns within federal clients.
• Develop strategies to leverage these successful use cases and promote adoption to other federal customers.
• Collaborate with marketing and product teams to create case studies, whitepapers, and other materials showcasing successful implementations.
• Identify opportunities for Swimlane to expand its footprint within the federal sector and develop targeted initiatives to capitalize on these opportunities.
• Actively seek out opportunities for partnership and collaboration within the federal ecosystem to enhance Swimlane's visibility and influence.

Requirements:

• Demonstrated history of success in guiding Federal sector customers to realize full value from products and platforms
• Experience with security platforms, especially SOC environments
• Strong technical aptitude with on-premise software and SaaS solutions. SOAR experience is beneficial
• Excellent problem-solving and troubleshooting skills, with the ability to think both analytically and logically.
• Exceptional customer service and communication skills, both verbal and written.
• Ability to manage multiple priorities, work under pressure, and meet tight deadlines.
• Experience in collaborating with cross-functional teams and managing vendor relationships.

Don't meet every single requirement? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. At Swimlane, we are dedicated to building a diverse, inclusive and authentic workplace, so if you're excited about this role but your past experience doesn't align perfectly with every qualification in the job description, we encourage you to apply anyway!

Who we are and What we can offer:

Swimlane is a rapidly growing, innovative startup that provides cloud-scale, low-code security automation for organizations of all industries and sizes. Our technology is relied upon by major security-forward companies around the globe and we are consistently rated as the #1 trusted low-code security automation platform. Our mission is to prevent breaches and enable continuous compliance via a low- code security automation platform that serves as the system of record for the entire security organization.

Get an understanding of Swimlane here

The Perks of being a Swimlaner:

• Competitive Benefits & Compensation
• Stock Options
• Training & Professional Development Opportunities
• MacBook Pro
• A hybrid work environment with remote options and flexible hours
• Great Company Culture
• We value collaboration and innovation
• Give-back Volunteering Opportunities

Here at Swimlane, our core focus is to Automate the World of Security and we strive to represent our five core values in everything we do:

• Punch above your weight class - We make the most of our circumstances and constantly surprise and impress with our ability to deliver.
• Be a happy innovator - The hard problems are the fun problems to solve, we're excited to take on difficult challenges and find creative solutions.
• Always be leveling up - We are continuously improving, embracing change, and consuming information to better ourselves and each other.
• Move at the speed of WOW - We work with an extreme sense of urgency, but we never compromise quality. Have honesty and integrity in 'all the things' - We make decisions with the best of intentions, doing what is right for as many stakeholders as possible.

The hiring range for this position is $115,000-$130,000/year and is dependent on knowledge, skills, and experience.

For full consideration, please submit your resume by completing an application at https://swimlane.com/careers/. Applications will be accepted until finalists are identified.