Note: The job is a remote job and is open to candidates in USA. Deltek provides software and information solutions for project-based businesses, including government contracting organizations. The Customer Success Manager will manage a portfolio of SaaS customers across Costpoint and GovWin IQ, serving as the primary contact throughout the customer lifecycle and driving loyalty, renewals, expansions, and advocacy. The role focuses on customer relationship management, value-based reviews, retention, growth opportunities, and customer health reporting.
Responsibilities
- Serve as the single point of contact for a portfolio of SaaS customers, managing the full customer lifecycle from onboarding through renewal
- Develop trusted advisor relationships with customers, closely aligning with their business goals and strategies
- Conduct value-based business reviews with customers to demonstrate ROI, communicate best practices, and monitor customer health
- Partner with the Renewal and Growth specialist to influence renewal outcomes and support a seamless renewal process
- Uncover expansion and add-on opportunities within your account portfolio to drive incremental growth
- Raise awareness of product upgrades and Deltek news while handling day-to-day customer inquiries
- Proactively identify risks to retention and implement strategies to mitigate churn
- Attend in-person events and customer meetings to deepen relationships and drive engagement
- Track and report on key customer health metrics using CRM tools to inform engagement priorities
Skills
- Experience with CRM platforms such as Salesforce or Gainsight
- Familiarity with Deltek Costpoint, GovWin IQ, or other government contracting software
- Background in government contracting, aerospace, or defense industries
- Demonstrated ability to influence renewal outcomes and identify expansion opportunities
- Experience with customer health scoring and data-driven account management
- Travel Requirements:10%
Benefits
- Hybrid work arrangement
- Variable compensation eligibility, including President's Club
- Certain roles are eligible for additional rewards, including incentive compensation and equity
- Healthcare benefits
- 401(k) plan and company match
- Paid vacation time and holidays
- Well-living programs
- Short-term and long-term disability coverage
- Basic life insurance
- Tuition reimbursement
Company Overview