[Hiring] Manager of Customer Success @Kion

Role Description

Kion is seeking a Manager of Customer Success to lead the post-sales motion for our most strategic and complex accounts — with a primary focus on U.S. Federal customers and high-value enterprise clients. This is a player-coach role: the Manager will directly own a small portfolio of named accounts while simultaneously building, managing, and developing the post-sales team, including Technical Account Managers and dedicated client TDMs.

The Manager of Customer Success will own renewal predictability, customer health, post-sales process design, and team development. They will partner with Sales to ensure account executives stay focused on new business, and with Product to translate field intelligence into roadmap input. This role reports directly to the Chief Customer Officer.

Responsibilities and Duties (day-to-day)

• PLAYER-COACH: OWN STRATEGIC ACCOUNTS
  • Carry a direct book of named, high-value accounts — including Federal customers and priority enterprise clients.
  • Serve as the executive-level point of contact for key stakeholders within Federal agencies, system integrators, contractors, and government-adjacent organizations.
  • Develop and maintain account success plans that align customer goals with product adoption milestones and measurable renewal outcomes.
  • Own the renewal motion for your accounts with full pipeline accountability — including forecast accuracy, risk identification, and executive escalation when needed.
  • Navigate the unique compliance, contracting, and stakeholder complexity of regulated and Federal environments.
• TEAM LEADERSHIP: BUILD THE POST-SALES FUNCTION
  • Directly manage Technical Account Managers, dedicated client TDMs, and future post-sales hires as the team grows.
  • Establish a consistent post-sales operating cadence: QBRs, health scoring, renewal forecasting, escalation protocols, and customer onboarding handoff standards.
  • Create, document, and continuously improve the post-sales playbook.
  • Coach, develop, and retain ICs through regular 1:1s, career pathing conversations, and real-time deal coaching.
  • Hire and onboard future post-sales team members as the portfolio expands to new named accounts.
• CROSS-FUNCTIONAL PARTNERSHIP
  • Partner closely with Account Executives to ensure clean handoffs and shared account strategy.
  • Collaborate with Technical Account Managers to align technical enablement, platform adoption, and issue resolution.
  • Serve as the authoritative voice of the customer internally.
  • Provide CCO-level visibility into portfolio health, renewal pipeline, risk flags, and team capacity.
  • Support pre-sales positioning on strategic deals.

Qualifications

• 7+ years of experience in Customer Success, Strategic Account Management, or Post-Sales leadership in a B2B SaaS environment.
• Prior people management experience — you have built or led a CS or TAM team.
• Experience supporting U.S. Federal customers, including DoD or civilian agencies.
• Demonstrated ability to manage a personal book of strategic accounts while simultaneously managing a team.
• Strong renewal ownership track record.
• Experience in cloud, security, infrastructure, FinOps, or governance-related software.
• Comfortable operating at executive level internally and externally.

Requirements

• Experience at a company that grew from Series B to Series C+.
• Familiarity with cloud financial management, FinOps, or multi-cloud governance platforms.
• Experience managing dedicated client or embedded customer roles.
• Background in GovCloud, FedRAMP-authorized products, or ITAR/CMMC-adjacent environments.
• Experience with renewal forecasting tools and CS platforms.
• A strong professional network within the Federal cloud or cloud governance ecosystem.

Benefits

• Remote-first culture: Work anywhere in the U.S. with flexible hours.
• Inclusive environment: We value diverse perspectives.
• Excellent compensation and high-quality benefits: including multiple medical plan options, Unlimited PTO, and 3% of direct compensation contribution to your 401(k).
• Growth opportunities: Build cutting-edge cloud solutions with room to explore new technologies and career paths.
• Mission-driven work: Help organizations simplify and secure their cloud operations at scale.