Customer Success Manager, Senior

Job Number: R0252032. Due to the nature of work performed within this facility, U.S. citizenship is required.

About the role

Help customers adopt enterprise AI solutions and realize measurable business value. You will connect stakeholder goals, onboarding, training, and usage evidence to a practical plan for sustained adoption. You will establish success plans and business KPI baselines with customers, prepare enablement with delivery teams, and lead ongoing success reviews. You will use adoption dashboards, evaluation trends, and operational reports to identify barriers and coordinate improvements. Your accountability includes adoption, customer engagement, success planning, and value realization. You will route technical defects to engineering and make structured enhancement recommendations to Product or Engineering Leadership.

Requirements

• Experience in customer success, enterprise technology adoption, change management, or a comparable customer-facing role
• Experience planning onboarding, training, communications, and enablement for enterprise users with different needs and levels of technical familiarity
• Experience leading customer reviews, communicating risks, coordinating follow-through, and maintaining relationships across business and technical teams
• Knowledge of agentic AI fundamentals, including automation, human oversight, solution limitations, and the distinction between technical performance and business value
• Ability to interpret usage, workflow utilization, task completion, satisfaction, and business outcome data and turn findings into adoption actions
• Ability to translate customer objectives into success plans, adoption milestones, measurable KPIs, and stakeholder engagement activities
• Ability to document customer feedback, clarify business impact, and route defects or enhancement requests to the accountable teams
• Ability to coordinate adoption handoffs with delivery teams and support expansion into use cases aligned with customer goals
• Bachelor's degree

Preferred Qualifications

• Experience supporting adoption of enterprise AI, automation, cloud, or software platforms
• Experience building value dashboards, quantifying realized benefits, or evaluating adoption interventions against a baseline
• Experience with organizational change, executive stakeholder engagement, or customer-facing roadmap discussions

Benefits

Health, life, disability, financial, and retirement benefits, as well as paid leave, professional development, tuition assistance, work-life programs, and dependent care. Recognition awards program acknowledges employees for exceptional performance and superior demonstration of values. Full-time and part-time employees working at least 20 hours a week on a regular basis are eligible to participate in benefit programs; individuals not meeting the threshold are eligible for select offerings only (not inclusive of health benefits).

Pay

Projected compensation range: $142,900.00 to $266,000.00 (annualized USD). Salary is determined by factors including location, education, knowledge, skills, competencies, experience, contract-specific affordability, and organizational requirements. The estimate represents the typical salary range and is one component of the total compensation package.

Work Model

Remote: If this position is listed as remote, there may still be occasions when you are required to work in person at a Booz Allen or customer facility.

Hybrid: If this position is listed as hybrid, you will be expected to work from a Booz Allen or customer facility, in alignment with your leadership's expectations and the needs of the role.

Onsite: If this position is listed as onsite, work will primarily be performed full-time at a customer facility, where employees will collaborate directly with colleagues and customers as required by the role.

Employees working virtually are generally expected to have their cameras on during meetings to support engagement and effective communication.