Senior Success Manager

ISF, Inc.

Experience: 5+ yrs
Location: Jacksonville, Florida, United States
Job type: Full-time

Required skills

CRM
Onboarding
SaaS

About the role

Senior Success Manager

Location: Remote

Reports to: Senior Success Manager

Direct Reports: N/A

Overview:

We're looking for a Senior Success Manager to deliver a polished onboarding experience for new customers and an elevated, long-term partnership for our most strategic accounts. This is a solutions-oriented role; you'll work closely with customers to understand their specific workflows and configure needs, not a one-size-fits-all setup. You'll own the relationship from day one through renewal, and you'll have a Customer Success Specialist supporting you on SMB accounts and tactical execution so you can stay focused on what matters most. This is a fully remote position, however ideal candidates must be located within Jacksonville, FL.

What You'll Do

Implementation

Lead onboarding for new enterprise customers from kickoff through go-live

Configure customer environments to reflect their specific operational needs and workflows

Lead training sessions - virtual and on-site - for users and administrators

Manage timelines, milestones, and communication throughout the onboarding process

Travel as needed to support deployments and training at customer sites

Account Management

Own long-term relationships with enterprise and Guard accounts post-implementation

Serve as a trusted partner, helping customers get maximum value as their missions evolve

Lead Quarterly Business Reviews focused on usage, outcomes, and growth opportunities

Identify and support expansion opportunities based on evolving customer needs

Manage renewal readiness through consistent engagement and demonstrated platform value

Escalation & Support

Serve as the primary escalation point for enterprise customer concerns

Partner with internal teams to resolve complex issues in a way that meets mission requirements

Qualifications and Experience:

5+ years in implementation, customer success, or enterprise account management

Experience configuring SaaS platforms to meet customer-specific needs

Strong project management skills - you keep things moving without dropping the ball

A solutions-oriented mindset - you don't just flag problems, you solve them

Comfortable presenting to and building relationships with senior stakeholders

Experience with federal, defense, or public safety customers is a plus

What Success Looks Like:

Customers feel supported from day one and set up for long-term success

Enterprise accounts are engaged, expanding, and renewing

You're seen as a trusted partner — not just a vendor contact

About ISF, Inc.

Management consulting and IT firm serving public sector entities.

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