Customer Success Manager

Summary

Join Yurts, a rapidly growing AI company, as their first Customer Success Manager focused on the Department of Defense. This remote role requires significant travel to the East Coast and demands a self-starter with proven experience managing government contracts and complex technical products. You will build strong customer relationships, lead onboarding, ensure renewals, gather feedback, and advocate for customer needs. Success in this position requires exceptional communication and collaboration skills, along with a SECRET or TS/SCI security clearance. The ideal candidate will have experience working with a technical product and a willingness to thrive in a fast-paced startup environment.

Requirements

• SECRET or TS/SCI Security Clearance
• Significant experience as a CSM or AM working with the government
• Willingness to travel
• Experience with a technical product
• Exceptional communication skills
• 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

Benefits

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