Customer Success Manager

Summary

Join Yurts, a fast-growing AI company, as their first Customer Success Manager focused on the Air Force. This role requires significant experience working with the federal government on large-scale contracts and a proven ability to build strong customer relationships. You will be responsible for onboarding new customers, ensuring renewals, gathering customer feedback, and advocating for customer needs. The position demands exceptional communication and collaboration skills, along with a deep understanding of technical products. While remote, the role requires frequent travel, primarily on the East Coast. This is a hands-on position for someone who thrives in a fast-paced, early-stage startup environment.

Requirements

• SECRET or TS/SCI Security Clearance
• Significant experience as a CSM or AM working with the government. This is our first customer success hire and requires someone who is able to thrive without significant guidance with customers in the federal space
• Willingness to travel. You will need to be onsite with our customers frequently. Most of them will be on the east coast
• Experience with a technical product. You’ll need to have worked with a highly-technical product in the past. Yurts is a Generative AI product and the technology itself is highly complex. While our users can be anyone at an enterprise, the decision-makers involved in bringing Yurts to their company (eg. CTOs, CIOs) are often quite technical and you will need to be able to communicate with them comfortably
• Exceptional communication skills. This will be critical for the times that you need to push back on asks, but keep your status as a trusted partner
• Proven ability to collaborate effectively with cross-functional teams, including sales, product, and/or engineering to ensure customers are a priority

Responsibilities

• Build High-Quality Relationships: Develop relationships with multiple levels of customer stakeholders - everyone from end users, to security engineers to CISOs
• Lead Customer Onboarding: Lead the onboarding process for new customers, collaborate with them to understand requirements, goals, and challenges, and work with them throughout their implementation
• Ensure Renewals: Work closely with the sales teams to identify the best path to renew and expand customers while minimizing churn risks
• Provide Feedback: Proactively gather customer feedback and insights through surveys, interviews, and data analysis, and relay this information to our engineering team
• Advocate For Customers: Act as the voice of the customer within the organization, advocating for customer needs and requirements to internal teams
• Be a Yurts Expert: Develop hands-on technical knowledge of Yurts’ product and feature capabilities so that you can ensure our customers are using Yurts in the way that’s best for their team
• Manage Issues: Collaborate with engineering to ensure timely resolution to customer issues and maintain consistent communication with our customers

Preferred Qualifications

• Understanding of AI technologies, machine learning concepts, and their applications in real-world scenarios
• Experience working at a startup. Yurts is early-stage and that means there’s a lot of things that aren’t figured out yet. You’ll need to be comfortable with operating in that kind of environment

Benefits

• Remote work
• $150,000 — $230,000 USD