Senior Federal Customer Success Specialist

About the role

SynMax is a geospatial intelligence company that fuses satellite imagery, vessel‑tracking and signals data with proprietary machine learning and trained analysts to deliver finished intelligence via products such as Theia (maritime intelligence), Hyperion, Vulcan and Leviaton (energy and infrastructure), and Atlas (agentic analytics platform). Serving government, defense, intelligence, commercial energy traders and financial institutions, the 130‑person team operates from Houston, London and Washington, D.C. You will own the day‑to‑day delivery and relationship for a priority U.S. federal customer, act as their advocate inside SynMax, and as the federal portfolio grows take on additional accounts.

Responsibilities

• Own day‑to‑day delivery and the relationship for a priority federal account, and take on further federal accounts as the portfolio grows
• Prepare for and run recurring technical meetings with the customer: agendas, read‑aheads, action tracking and status reporting
• Monitor data delivery and be the first point of contact for issues, coordinating with data science, engineering and Intel teams while keeping the customer informed
• Handle support requests, user access, onboarding and training for government users
• Understand the mission and the people behind each request, and feed insights into Product, Engineering and BD through Jira and the roadmap
• Know the scope of the customer’s agreement and escalate scope questions to BD and Legal instead of committing
• Work with Federal BD, Intelligence, Product, Legal and Security, and flag opportunities to expand use, including API and Atlas (our agentic analytics platform)
• Keep clean account records and health reporting in HubSpot

Requirements

• 4–5+ years of experience in customer success, technical account management, program support or customer‑facing analysis for a data or analytics product
• Direct experience supporting U.S. government customers, ideally DoD or the Intelligence Community
• Based within reach of San Diego, U.S. citizen, and eligible for a security clearance
• Strong ownership mindset – you say “I flagged, I fixed”, not “it was passed on”
• Able to explain technical issues in plain English, in writing and live
• Self‑directed and comfortable in a start‑up environment where direction is set and you run with it

Skills

• Active Secret‑level or higher clearance (a plus)
• Maritime, AIS, satellite imagery or GIS/Esri experience
• Familiarity with Navy program offices or the San Diego defense community
• Experience with TEMs, OTAs, CSOs, CRADAs or SBIR‑style contract mechanics
• Proficiency with HubSpot, Jira, Confluence and comfort using AI tools

Pay

The pay range for this role is $118,000 – $135,000 USD per year (San Diego, CA).