Customer Success Manager - Clearance Required

Responsibilities

• Own the day-to-day customer success relationship with the customer, understanding their mission, organization, and user community in depth
• Drive product adoption and expansion across user populations, including onboarding, training, and ongoing enablement
• Build and maintain strong relationships with stakeholders, becoming a trusted advisor for their AI and modernization priorities
• Define and track customer success metrics and KPIs, surfacing risks early and driving the right interventions
• Develop and execute customer engagement playbooks tailored to the customer's environment and user segments
• Act as an advocate inside LIGER, ensuring customer perspectives shape product decisions
• Coincide with LIGER product, engineering, and support teams to resolve escalated issues quickly
• Build and maintain customer-facing artifacts: requirements documentation, tutorials, user guides, lightweight product training
• Support the customer through major LIGER releases, including communication, change management, and user readiness
• Capture and share customer success stories that highlight LIGER’s impact on customer outcomes

Qualifications

• An active Secret security clearance
• 3+ years of experience providing customer success, professional services, or related business support in the federal technology industry
• Demonstrated experience working with federal customers from end users through senior leadership
• Experience with customer onboarding, including success definition, KPI development, and ongoing performance management for product implementations
• Familiarity with digital transformation, modernization, or technology project management
• Experience resolving issues through root cause analysis and business process analysis
• Comfortable learning and explaining technical products, with the ability to translate between technical and non-technical audiences
• Strong collaboration skills, partnering with sales, product, engineering, and support teams