Note: The job is a remote job and is open to candidates in USA. Riverbed Technology is a leader in AIOps for observability, helping organizations optimize user experiences through AI automation. The Federal Customer Success Manager will drive customer outcomes by managing success plans, coordinating cross-functional resources, and ensuring measurable value realization from purchased solutions.
Responsibilities
- Translates outcomes into structured plans with milestones, owners, timelines, and measurable checkpoints
- Focuses on customer business results and verified value realization
- Communicates effectively with senior stakeholders and leads executive reviews with credibility
- Identifies early warning signals and builds structured recovery plans
- Mobilizes internal resources without formal authority
- Confirms proper decision-makers and multi-level engagement
- Escalates appropriately with structured context and solutions
- Connects SaaS metrics and value realization to renewal and growth
- Drives closure of commitments with execution rigor
- Maintains leadership presence during risk and pressure situations
- Demonstrated Tier 1 or Tier 2 troubleshooting experience leveraged to protect and advance customer outcomes by identifying technical blockers to adoption, clearly articulating impact and remediation paths, and coordinating cross-functional resolution to maintain momentum toward defined success objectives
Skills
- Top Secret Clearance
- Federal Customer Success Experience or Military background
- Program Management Discipline – Translates outcomes into structured plans with milestones, owners, timelines, and measurable checkpoints
- Outcome Orientation – Focuses on customer business results and verified value realization
- Executive Presence – Communicates effectively with senior stakeholders and leads executive reviews with credibility
- Risk Detection and Mitigation – Identifies early warning signals and builds structured recovery plans
- Cross-Functional Leadership – Mobilizes internal resources without formal authority
- Stakeholder Mapping and Alignment – Confirms proper decision-makers and multi-level engagement
- Escalation Judgement – Escalates appropriately with structured context and solutions
- Analytical and Commercial Acumen – Connects SaaS metrics and value realization to renewal and growth
- Accountability and Follow-Through – Drives closure of commitments with execution rigor
- Resilience and Composure – Maintains leadership presence during risk and pressure situations
- Technical Troubleshooting Acumen – Demonstrated Tier 1 or Tier 2 troubleshooting experience leveraged to protect and advance customer outcomes by identifying technical blockers to adoption, clearly articulating impact and remediation paths, and coordinating cross-functional resolution to maintain momentum toward defined success objectives
Benefits
- Flexible workplace policies
- Employee resource groups
- Learning and development resources
- Career progression pathways
- Community engagement initiatives
- Global employee wellness programs
Company Overview
Riverbed Technology is an information technology company that develops network and application performance software. It was founded in 2002, and is headquartered in San Francisco, California, USA, with a workforce of 1001-5000 employees. Its website is https://www.riverbed.com.