Customer Success Manager – Secret Clearance

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

📋 Description

• Champion, assist, and enhance positive interactions for solution clients and end-users during the implementation, delivery, and operation of hosted customer applications.

• Collaborate daily with internal and external customers and stakeholders, including operators, end-users, engineering, development, integration, and program stakeholders.

• Ensure that the activities of the Customer Success Manager are in line with program objectives, policies, regulations, and requirements.

• Actively engage with the program customer throughout the entire lifecycle, from onboarding to production operations.

• Provide scheduling and integration support for customer modifications within the ICAM production solution.

• Advocate for customers and assist them in optimizing program offerings and exploring business growth opportunities.

• Build, manage, and maintain strong business relationships with customers.

• Create or assist in the development of plans, processes, reports, briefs, training materials, and user manuals.

• Manage customer-facing requirements, changes, events, incidents, and problems.

• Conduct demonstrations showcasing the capabilities of delivered solutions.

• Aid in planning customer-facing services, features, and functionalities.

• Collaborate with internal and external senior leadership utilizing Agile methodologies.

• Participate in Scrum meetings.

• Develop and oversee client portfolios.

• Analyze customer needs and emerging requirements to proactively provide solutions.

• Offer expert guidance and mentorship to less-experienced colleagues.

• May assume the role of team or task lead without direct people-management responsibilities.

• Carry out other related tasks as necessary.

⛳️ Requirements

• Bachelor's Degree; alternatively, an additional 4 years of experience may be considered in place of the degree.

• Minimum of an active Secret security clearance.

• Over 8 years of relevant experience.

• US Citizenship is mandatory.

• Demonstrated success in supporting IT customers in an enterprise setting.

• Familiarity with DoW customers and their work environments.

• Highly organized with the ability to manage multiple tasks simultaneously.

• Exceptional communication and interpersonal abilities.

• Self-motivated and proactive.

• CompTIA Security+ certification or a higher certification for IAT Level II DoD 8570 (desired).

🏝️ Benefits

• Extensive benefits and wellness programs.

• 401(k) plan with company matching.

• Competitive salary.

• Paid time off.

• Options for medical plans, some inclusive of Health Savings Accounts.

• Choices for dental plans.

• Vision plan availability.

• Flexible work weeks when feasible.

• Leave for vacation, sickness, personal time, holidays, parental leave, military duty, bereavement, and jury duty.

• 15 days of paid leave per calendar year for new hires, prorated based on the date of hire.

• 10 paid holidays annually, prorated based on the date of hire.

• Up to 160 hours of paid family leave within a rolling 12-month period for eligible employees.

• Short- and long-term disability insurance.

• Life insurance coverage.

• Accidental death and dismemberment insurance.

• Personal accident insurance.

• Critical illness insurance.

• Business travel and accident insurance.

• AI-driven career tool for identifying career paths and learning opportunities.

• Internal mobility team dedicated to supporting career aspirations.

• Recognized culture of innovation.

• Military-friendly workplace.