What are the responsibilities and job description for the Customer Success Manager – Government Sector position at Windward?
About Windward
Windward is the leading Maritime AI™ company, providing a decision-support platform that accelerates global trade and enhances national security.
Our platform empowers governments and enterprises to make real-time, predictive, intelligence-driven decisions with actionable visibility and maritime insights.
About the Role
We are looking for a highly motivated and mission-driven Customer Success Manager (CSM) to join our U.S. Public Sector team.
In this role, you will manage strategic relationships with federal and governmental customers across the United States, serving as their primary point of contact.
Your mission will be to drive customer success through adoption, satisfaction, and measurable operational impact — ensuring Windward’s technology delivers consistent value and supports the customer’s mission objectives.
You will collaborate closely with cross-functional teams, including Support, Professional Services, Delivery, Product & R&D, Sales & Marketing groups, to deliver an exceptional customer experience and foster long-term partnerships.
Key Responsibilities
- Serve as the primary point of contact for assigned U.S. Federal and Government customers, managing all aspects of the relationship — from onboarding to renewals and growth.
- Ensure customers derive maximum value from the Windward platform by driving adoption, promoting best practices, and leading training sessions tailored to operational use cases.
- Proactively monitor customer health, sentiment, and usage metrics, identifying risks and working cross-functionally to ensure service quality meets or exceeds SLA expectations.
- Act as the voice of the customer internally — providing actionable feedback to influence product improvements, features, and roadmap priorities.
- Partner with the Sales team to identify and team up on upsell and cross-sell opportunities, supporting expansion across agencies and departments.
- Support new feature rollouts, deliver product demos, and ensure seamless communication of value across technical and executive stakeholders.
- Maintain a deep understanding of the U.S. Federal acquisition, procurement, and compliance processes, and align customer success strategies accordingly.
- Represent Windward in on-site customer visits, reviews, and strategic sessions — traveling as needed (up to 40%). Mostly in the U.S., but not only.
Requirements
- 3 years of experience in Customer Success or Account Management - Must. preferably in a SaaS company.
- Proven experience working with U.S. Federal or Government customer.
- Familiarity with the Maritime Domain and/or Intelligence Operations (OSINT, VISINT, SIGINT) — an advantage.
- Strong communication and relationship-building skills, with the ability to engage both technical users and senior executives.
- Demonstrated strong and deep knowledge Platform and domain skills with the ability to handle multiple high-priority initiatives in a fast-paced environment.
- Experience using Customer Success tools (CS platforms, Salesforce, helpdesk, or training systems).
- Self-starter with analytical, problem-solving, and strategic thinking abilities.
- Comfortable leading customer training sessions, workshops, and executive briefings.
- Willingness to travel up to 30% across North America for customer meetings, workshops, and on-site engagements.