Senior Customer Success Manager

About the Role

TechnoMile is looking for a Senior Customer Success Manager to join our team. This role owns a dedicated portfolio of customers on TechnoMile’s SIMS suite for industrial and personnel security. Our Customer Success Managers are responsible for building and maintaining strong working relationships with TechnoMile customers. They are proactive and act as an escalation point for issues that impact client success by identifying retention risks and growth opportunities. As a member of the Customer Success Team, this position will aim to expand TechnoMile’s adoption, retention, and ultimately, success.

Responsibilities

• Manage customer relationships with a portfolio of assigned accounts and/or projects.
• Own onboarding, adoption, and renewal for a portfolio of SIMS customers, supporting compliance-driven personnel and industrial security workflows.
• Meet customer retention goals and ensure consistently high retention rates for assigned accounts.
• Serve as project manager for major and complex deployments of product upgrades for existing customers or upsells of new products to existing customers.
• Build and maintain strong, trusted working relationships with key decision makers and power users from onboarding to end of client lifecycle.
• Act as POC for technical inquiries, issues, or escalations from assigned customers and work with support agents and product teams to bring cases to conclusion.
• Gain a thorough understanding of assigned client’s needs, campaign objectives, and processes to ensure successful adoption and deployment of TechnoMile.
• Ensure that customers derive maximum value from TechnoMile and collaborate with the sales team to help upsell additional services, integrations, and features.
• Identify risks early and often to client success and proactively engage the client whenever there’s an identified retention issue.
• Develop and execute retention plans and/or growth plans for customers.
• Maintain current functional and technical knowledge of our products and future releases.
• Be a voice for accounts internally and help senior leadership understand product concerns, shortcomings, and missing features that are retention risks.

Qualifications

• 5+ years’ experience as a Customer Success Manager in B2B and/or SaaS industries; including 3+ years’ experience managing average ARR of $100K+.
• No prior experience with SIMS is required, but it is a strong plus.
• Experience in the government security space (e.g., Facility Security Officer, personnel security, industrial security, FSO-related compliance) is a strong plus.
• Customer-centric individual with a verifiable track record of customer retention and growth through passionate customer service.
• Clear understanding of the customer journey, focusing on building loyalty, capturing value, and fully enabling customers by identifying gaps or opportunities for growth.
• Unrivaled sense of autonomy, ownership, and dedication to helping customers realize their intended value.
• Previous direct experience interacting with C-level executives and managing contract renewals.
• Energetic and self-motivated; a team player who is also a proactive and creative problem solver, with a strong executive presence and solid communication and interpersonal skills, both written and verbal.
• Aptitude for learning software; strong with business applications and data integrations and able to explain complex data relationships in non-technical terms.
• Strong analytical skills and ability to process and interpret customer information (product utilization data and customer requirements) to help drive adoption.
• Ability to manage multiple priorities while maintaining strict attention to details, prompt responsiveness, and the ability to prioritize time and calendar.
• Self-starter who is proactive and able to own the ongoing success of both large and enterprise customers.
• Strong communication and interpersonal skills, both written and verbal; consistent diplomacy, tact, and poise when working through customer issues and escalations.
• Experience working with cross-functional teams (e.g., Sales, Product, Marketing).
• Working knowledge of Dynamics 365 (CE/F&O) as it relates to Power Platform extensibility.

About Us

TechnoMile provides AI-enabled cloud solutions that empower GovCon, aerospace and defense, and other government-focused companies to modernize operations. Our SaaS products help clients:

• Optimize business development and sales processes.
• Streamline and de-risk contract management.
• Unlock the value of public and private data for a competitive advantage.

Today, more than 200 companies rely on TechnoMile, including over half of the top 10 federal defense contractors and the top 10 IT government contractors.

Our Culture

• Hungry, Humble, and Smart: We foster continuous learning and career growth, offering tuition reimbursement and ongoing development opportunities.
• Innovative: We embrace challenges and create solutions others cannot.
• Flexible: Remote, hybrid, and in-office options support your best work.
• Global: With teams across the U.S. and India, we collaborate worldwide with one mission.