Customer Success Manager

Role overview Help customers achieve results with a software product by guiding adoption, maintaining relationships, and coordinating support across customer-facing and product teams. The work also includes understanding customer requirements in the information advantage domain and presenting strategic plans to government and military stakeholders. The position is remote, with occasional customer travel, and requires an active Secret clearance plus eligibility and willingness to obtain and maintain TS/SCI clearance.

Responsibilities - Guide customers through implementation and initial setup, create success plans, and encourage active product use. - Build relationships with executive and technical stakeholders and hold regular business reviews. - Track customer health signals such as usage, support needs, and engagement; identify retention risks and manage renewals. - Identify expansion opportunities and coordinate with sales on potential account growth. - Bring customer feedback and feature requests to product and engineering teams. - Prepare strategic materials and present operational plans to senior government, military, and coalition audiences.

Requirements - At least five years of customer success, account management, or technical account management experience in software or technology. - Experience managing post-sale relationships, conducting executive or quarterly business reviews, and building trust with technical and senior stakeholders. - Ability to track customer health, run retention efforts, and manage renewals. - Experience collaborating with product, engineering, and sales as a customer advocate. - Bachelor’s degree in business, communications, computer science, or a related field, or equivalent practical experience. - Strong written and verbal communication, teamwork, and willingness to learn new technologies. - Knowledge of information advantage technologies or data, such as analytics, natural language processing, AI and machine learning, mobile technology, or telecommunications. - Willingness and ability to travel; the listing states travel may be up to 10% within and outside the continental U.S.

Benefits and work setup Remote work with occasional customer-site travel across the U.S.; the listing describes travel as below 20% overall.