Customer Success Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Ensure customers attain their desired business outcomes, promote feature adoption, and cultivate long-term product advocates.

• Assist new clients with implementation and initial setup processes.

• Develop customer success plans and encourage active usage of features.

• Foster relationships across various levels of stakeholders.

• Conduct regular check-ins and Executive/Quarterly Business Reviews (EBRs/QBRs).

• Monitor customer health metrics to identify potential churn risks.

• Oversee contract renewals.

• Recognize upsell and cross-sell opportunities while tracking expansion revenue.

• Collaborate with Sales to finalize expansion opportunities.

• Communicate product feedback and feature requests to the Product and Engineering teams.

• Develop customer case studies, references, and referrals.

• Provide insights on opportunities in the non-kinetic space utilizing Two Six products, powered by agentic AI and enhanced data architecture.

• Prepare strategic documents and present operational plans to senior military leadership, government entities, and coalition partners.

• Represent and advocate for Two Six Technologies during customer interactions.

• Investigate expansion opportunities and establish connections with adjacent customers.

• Comprehend customer requirements and align product/service offerings accordingly.

⛳️ Requirements

• Over 5 years of experience in Customer Success, Account Management, or Technical Account Management in a software or technology setting.

• Demonstrated success in managing post-sale client relationships, facilitating Business Reviews (QBRs/EBRs), and building trust among executive and technical stakeholders.

• Proficiency in tracking customer health metrics, implementing retention strategies, and managing renewals.

• Capability to serve as the "Voice of the Customer," working collaboratively with Product, Engineering, and Sales teams.

• Bachelor’s degree in Business, Communications, Computer Science, or a related field, or equivalent practical experience.

• Willingness and ability to travel up to 10% CONUS and OCONUS.

• Familiarity with information advantage technologies, such as PAI, data collection and analytics, natural language processing, AI/machine learning, ad tech, mobile technology, and/or telecommunications.

• Strong written and verbal communication skills.

• Ability to collaborate across teams in a distributed environment.

• Eagerness and capability to learn new technologies.

• Ability to work independently.

• Excellent analytical skills.

• Proficiency in combining quantitative and qualitative analysis to derive insights.

• Active Secret clearance with the willingness to obtain and maintain a TS/SCI clearance.

🏝️ Benefits

• Medical, dental, and vision insurance.

• Life and disability insurance.

• Retirement benefits.

• Paid leave.

• Tuition assistance.

• Professional development.