Principal Customer Success Manager - GOVCON

Position Responsibilities

As a Principal Customer Success Manager at Deltek, you will manage a portfolio of 30-40 Enterprise SaaS customers, serving as their primary point of contact throughout the customer lifecycle. This is a hybrid role supporting customers across two of Deltek’s flagship government contracting solutions — Costpoint, our intelligent ERP for government contracting, aerospace, and defense, and GovWin IQ, our market intelligence platform for finding and winning government contracts. By engaging proactively and consistently, you’ll drive customer loyalty, demonstrate ongoing product value, and directly contribute to renewals, expansions, and customer advocacy. This role carries a quota for renewals and expansions with variable compensation eligibility, including President’s Club.

Key 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

Qualifications

3 - 8 years of Customer Success Management experience, with required experience supporting enterprise software and SaaS customers
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