Role Overview: We are seeking a Director of Customer Success to lead our U.S. Public Sector CS organization. In this leadership role, you will be responsible for defining and executing the customer success strategy for our federal and governmental portfolio. You will lead a department of CSMs, ensuring that Windward’s technology is deeply integrated into the mission-critical operations of U.S. government agencies. As a Director, you will not only oversee relationships but also drive the scalable growth of the department, influence the product roadmap, and serve as a key member of the regional leadership team.

Key Responsibilities:

• Strategic Leadership: Define and implement the long-term CS strategy for the U.S. Public Sector, aligning department goals with global company objectives and ARR targets.
• Scaling & Mentorship: Build and develop a high-performing CS organization. Lead, mentor, and coach Team Leads and CSMs, fostering a culture of high performance, accountability, and mission-driven excellence.
• Executive Relationship Management: Act as the executive sponsor for strategic federal accounts, building long-term partnerships with senior government officials and C-level stakeholders.
• Lifecycle & Retention Ownership: Accountable for overall retention (GRR) and expansion (NRR) targets across the U.S. government portfolio.
• Cross-Functional Influence: Partner with Sales, Product, and R&D to ensure the “Voice of the Government Customer” shapes the future of the Windward platform.
• Operational Excellence: Optimize CS methodologies, including onboarding playbooks, health-scoring models, and proactive risk mitigation strategies tailored to federal requirements.
• Procurement & Compliance Navigation: Oversee the alignment of CS strategies with U.S. Federal acquisition, regulatory (FedRAMP, etc.), GOV cloud and compliance requirements.