Sr. Client Success Manager - Fed Financials

Sr. Client Success Manager – Fed Financials

Pega provides innovative technology to organizations. As the industry leader in strategic business applications, we challenge companies to rethink their business and be more customer‑centric. Our Client Success team is integral to our growth, partnering with stakeholders to drive clients’ success.

A Senior Customer Success Manager maintains and expands relationships and provides technical expertise across defined accounts in the Federal Financial sector. These accounts require deep vertical expertise, ongoing program adoption, and leadership.

• Develop trusted advisor relationships with multiple stakeholders to expand engagement.
• Establish a metrics framework to measure business value, co‑produce a strategic roadmap, and encourage adoption.
• Advocate for the account within Pega, managing escalations and coordinating with internal teams.
• Use discrete and aggregate measures of customer health to drive insights and mitigate risks.
• Leverage industry and product knowledge to help customers maximize license use.

• BA/BS degree or equivalent experience.
• 10+ years of relevant work, 5+ years in client success or consulting.
• In‑depth knowledge of the Federal Financial sector.
• Executive‑level communication skills and conflict mediation.
• Strong consulting skills with proven results as a trusted advisor.
• Ability to prioritize, multi‑task, and perform under pressure.
• Knowledge of business processes (Sales, Marketing, Service, Support) and automation.

A proven customer satisfaction and revenue driver. You leverage data and relationships to help clients achieve objectives after the sale and throughout the lifecycle.

• Engage front‑line teams and C‑suite leaders, driving business insights.
• Apply analytics to assess customer health and identify new data opportunities.
• Drive results by contributing to account plans and executing them.
• Act as a thought leader, using domain knowledge to realize benefits.
• Serve as primary post‑sale point of contact, addressing root causes and coordinating with Pega specialists.

• Rapid growth in a well‑established business.
• Reference‑able clients across industries.
• Technology leadership acclaimed by Gartner.
• Continuous learning and development opportunities.
• An inclusive, agile, flexible, and fun work environment.
• Competitive global benefits program with pay and bonus incentive.
• Employee equity in the company.