Vice President of Customer Success presso Makpar
Makpar · Stati Uniti d'America · Remote
Who we are:
Makpar is a team of innovators and consultants deploying cutting edge technologies for the federal government. We help our clients achieve their business and operational goals by solving complex problems through experience and intellect and build sustainable solutions that last. If you are driven and looking to tackle complex and critical client challenges, Makpar can provide a dynamic, mission focused, and rewarding environment for your professional growth.
Our service offerings include Cybersecurity, Cloud Migration, IT Project Management, Digital Transformation, Agile DevSecOps, Identity, Credential, and Access Management (ICAM), and Health IT. We are proud to be a Great Place to Work™ certified four years in a row. Recent awards include Fortune Top 100 Small Place to Work, Inc 5000, and Inc Best in Business. We have been awarded the SBA Subcontractor of the Year Award (Region 3) for our program management and Agile development work at the IRS in 2019.
The Position:
Makpar is seeking an experienced Vice President of Customer Success to lead our client-facing engagement strategy across major federal accounts—including the IRS and other high-priority agencies. Reporting directly to the Program Lead, this executive role ensures that Makpar’s growth, sales, and delivery functions are aligned to client mission outcomes, long-term relationship management, and account expansion opportunities.
The VP of Customer Success will serve as a trusted advisor and domain expert in federal government operations, with deep familiarity in government contracting, agency missions, and procurement environments. This role partners closely with Makpar’s Capture and Growth teams—supporting pre-sales activities, intelligence gathering, positioning strategies, and developing account-level insights that drive successful pursuits.
The ideal candidate is a strategic and relationship-oriented leader who combines federal domain expertise with exceptional client engagement skills, business development experience, and a strong understanding of how to connect Makpar’s solutions to measurable client outcomes
Role Specific Duties:
- Customer Success & Relationship Leadership
- Serve as the primary senior relationship owner for key federal clients, ensuring strong trust, strategic alignment, and ongoing satisfaction.
- Maintain deep understanding of customer mission, pain points, modernization priorities, and organizational dynamics to ensure Makpar solutions directly support client outcomes.
- Lead and implement account-growth strategies that strengthen long-term partnerships and expand Makpar’s footprint within major federal agencies.
- Facilitate executive-level client conversations, strategic reviews, and roadmap discussions.
- Support for Capture, Growth, and Sales
- Act as the go-to domain-expert for Capture Managers on agencies such as the IRS and other priority accounts.
- Provide pre-sales support including requirements interpretation, customer insights, competitive intelligence, relationship mapping, and solution shaping.
- Partner with Growth, BD, and Capture teams to develop win themes, positioning strategies, and customer-aligned messaging.
- Support smooth handoff between sales, delivery, and customer success—ensuring expectations, commitments, and success criteria are clearly aligned.
- Internal Leadership & Strategic Influence
- Align customer success efforts with Makpar’s growth objectives, ensuring that opportunities are tied to tangible mission impact and sustainable client relationships.
- Provide thought leadership on federal trends, acquisition approaches, agency priorities, and customer engagement best practices.
- Collaborate with Delivery leadership to ensure high customer satisfaction and identify expansion opportunities within active programs.
- Shape internal processes, frameworks, and communication rhythms that strengthen Makpar’s overall account management strategy.
Required Qualifications:
- 15+ years of experience working directly with or within the federal government, including roles within federal agencies, government contracting, or public-sector consulting.
- Proven experience cultivating and managing senior-level federal client relationships.
- Strong understanding of federal procurement processes, acquisition lifecycle, and government contracting practices (FAR, agency-specific regulations, etc.).
- Demonstrated success in customer success, account management, business development, or capture-support roles in a federal contracting environment.
- Ability to translate customer needs into actionable strategies for sales, capture, and delivery teams.
- Exceptional communication and interpersonal skills, with the ability to engage confidently with federal executives.
- Strategic thinker with the ability to create long-term account plans and identify new opportunities.
- Prior experience supporting capture teams or BD organizations in federal contracting.
- Experience working at or directly interfacing with the IRS or other major civilian agencies.
- Background in developing or supporting customer success frameworks within a professional services or consulting organization.
- Familiarity with small-business programs (8(a), mentor-protégé, joint ventures) and their strategic applications.
- The role will require 20% travel (at minimum once a quarter).
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