About the Role
This position is responsible for ensuring defense and intelligence customers derive maximum value from technology services by guiding onboarding, monitoring engagement, resolving issues, and fostering long-term relationships. The role acts as a trusted advisor while aligning internal teams to support customer objectives.
Responsibilities
- Act as the primary point of contact for defense and intelligence customers
- Monitor customer health and proactively identify risks to retention
- Guide clients through onboarding and initial implementation phases
- Collaborate with technical teams to resolve service issues
- Track and report on customer usage and engagement metrics
- Facilitate regular check-ins and strategic business reviews
- Identify opportunities for product expansion and upsell
- Ensure customers achieve desired outcomes using the platform
- Serve as an advocate for customer needs within the organization
- Coordinate responses during critical incidents or escalations
- Maintain up-to-date knowledge of product capabilities and roadmap
- Translate customer feedback into actionable insights for product teams
- Support contract renewals through performance reporting and value demonstration
- Educate clients on best practices and new features
- Build trust through consistent, clear communication
- Manage multiple accounts with varying priorities and timelines
- Work across time zones to support government stakeholders
- Adapt communication style for technical and executive audiences
- Ensure compliance with security and data handling requirements
- Document customer interactions and action items in CRM systems
- Partner with sales and legal teams on renewal processes
- Track customer goals and measure progress over time
- Escalate technical challenges to engineering when necessary
- Stay informed about defense and intelligence sector trends
- Promote customer success best practices within the team
Compensation
Competitive salary and benefits package
Work Arrangement
Hybrid
Team
Part of the customer success team serving government clients in the defense and intelligence sectors
Security Requirements
- Applicants must be eligible to obtain and maintain a U.S. security clearance
- Position may require access to classified information
Equal Opportunity
- Employer complies with federal equal opportunity laws and regulations
- Veterans and individuals with disabilities are encouraged to apply
Not available
