Customer Success Manager - TS/SCI with Polygraph Required

Customer Success Manager

Join our cutting-edge generative AI (GenAI) platform, LIGER™, created by its technology studio, LMI Forge. LIGER™ harnesses the power of advanced technology, data analytics, and the latest in machine learning and natural language processing to provide secure, private, and trustworthy GenAI solutions for government.

At LMI, we're reimagining the path from insight to outcome at The New Speed of Possible™. Combining a legacy of over 60 years of federal expertise with our innovation ecosystem, we minimize time to value and accelerate mission success. We energize the brightest minds with emerging technologies to inspire creative solutioning and push the boundaries of capability. LMI advances the pace of progress, enabling our customers to thrive while adapting to evolving mission needs.

Responsibilities

LMI is seeking a Customer Success Manager to drive customer engagement and ensure clients achieve maximum value from their LIGER tool investment by understanding their unique needs and challenges. This role involves applying LMI's customer success methodology, leveraging Success Plays, and acting as a customer advocate within the company to enhance product adoption and satisfaction. The ideal candidate will build strong relationships, promote customer success stories, and collaborate across teams to resolve issues and foster growth.

• Work with users and subject matter experts to clearly understand and define their challenges, problems, motivations, triggers, and aspirations.
• Become an expert in and help to continuously shape and refine LMI's customer success methodology.
• Drive the customer engagements for customers in your portfolio, understanding each customer's needs and challenges.
• Ensure customers are technically healthy and on the most recent version of our product.
• Identify criteria for assisting your customers by using Success Plays in the Success Platform.
• Promote LIGER Tool customer success stories and processes.
• Ensure that customers obtain the maximum value from their LIGER tool investment and use their licenses.
• Work with LIGER teams to improve product adoption and increased footprint.
• Ensure any escalated client issues are resolved quickly, using resources from across the company ecosystem.
• Act as a customer advocate within the company, ensuring that customer perspectives and needs are represented in decision-making processes.
• Build and maintain strong relationships with customers, becoming a trusted advisor and advocate for their needs.

Qualifications

Minimum:

• 3+ years of experience providing customer professional services or related business support.
• Experience working within the Federal technology industry.
• Ability to provide independent comprehensive services to a broad range of stakeholders and customer networks.
• Familiarity with digital transformation, or project management.
• Experience resolving issues through root cause and business process analysis.
• Experience with customer onboarding, including supporting success definition, KPIs, and ongoing performance management for product implementations.
• Ability to work with customers (organizations and end users) to identify requirements and design product-oriented solutions to their priority pain points or opportunities.
• Experience in working collaboratively with customers and enterprise support functions (product management, product marketing, engineering, training and adoption).
• Familiarity building and deploying key customer success artifacts (e.g., requirements documentation, tutorials, user guides, lightweight product training, etc.).
• Comfortable with learning and explaining technical products or services.
• Ability to manage multiple customers and priorities simultaneously.
• Works well in a collaborative team environment, partnering with sales, product, and support teams.
• Clearance: TS/SCI with Polygraph
• Travel: Ability to travel approximately 15% of the time

Preferred:

• Experience working with the US Army and deep understanding of Army culture, organization, and requirements.
• Experience working in Defense technology
• Experience and/or certifications in Agile Product Management
• Experience in product marketing and/or sales engineering