Defense Customer Success Lead

This is a fully remote position, open to applicants in California, +2 more states.

📋 Description

• Create and implement a scalable customer success strategy.

• Facilitate onboarding and training for new users.

• Assist current users in optimizing the utilization of the company's marine sensing products.

• Communicate field insights back to the Product team.

• Address customer challenges by leveraging marine sensing products across solutions engineering, product management, training, and support.

• Formulate new tactics, techniques, and procedures and adapt products for novel use cases.

• Collaborate with the Defense go-to-market team and Sales to enhance existing customer accounts.

• Oversee comprehensive customer success relationships and processes for defense accounts.

• Establish and nurture relationships with defense users.

• Apply the customer success framework to each customer account.

• Create customer profiles and TTPs, sharing insights across the organization.

• Lead involvement in military exercises, including conceptualizing CONOPs, liaising with government and vendor partners, executing product deployments, capturing insights, and implementing enhancements.

• Work in conjunction with Defense go-to-market, Product, Marketing, Engineering, and Technical Support teams.

• Align solutions with market demands and customer needs.

• Provide market intelligence and evaluate competitors.

• Collaborate on the development and submission of proposals and presentations.

• Report directly to the Global Head of Government and Defense.

⛳️ Requirements

• A minimum of 5 years of experience with the U.S. Department of Defense.

• Practical experience in deploying innovative technologies in combat scenarios.

• Formal customer success experience is not mandatory; candidates with the ability to strategize and implement customer success plans are encouraged to apply.

• Strong grasp of the challenges and opportunities associated with deploying innovative technologies in the field, including safety and compliance issues and real-world constraints.

• Capability to navigate government bureaucracy and connect users with program managers.

• Exceptional communication, problem-solving, and interpersonal abilities.

• Capacity to work both independently and collaboratively in a dynamic environment.

• A passion for understanding marine technologies and identifying customer needs.

• Willingness to travel as required to meet customers, attend events, and engage in exercises.

• Active Secret clearance is mandatory.

• U.S. citizenship is required.

• Active TS/SCI clearance is preferred.

• Preferably, at least 2 years of customer success experience, ideally in maritime or environmental technology.

• Preferred locations include San Francisco, CA, Norfolk, VA, San Diego, CA, or Honolulu, HI.

🏝️ Benefits

• Competitive base salary along with equity options.

• Comprehensive medical, dental, and vision coverage.

• Stipend for continuous learning and development.

• One-time stipend for home office setup for remote team members.

• Relocation bonus for team members relocating to the Bay Area.

• Flexible paid time off (PTO).

• 10 designated company-wide office closure days.

• The last week of December off for all employees.

• 12 weeks of parental leave.

• An additional 4 weeks of leave for birthing parents.

• Military leave and job protection for reservists and guard members under USERRA.

• Annual company onsite week.

• Team-building events throughout the year.