Customer Success Manager

Public Sector Program Manager / Customer Success Manager (ft. Bragg, NC) About The Role Unstructured is defining the standard for enterprise data transformation in the age of LLMs and generative AI. In just two years, we've raised over $65M from world‑class investors, including Menlo Ventures, Bain Capital, Databricks, NVIDIA, Microsoft, and IBM. Our open‑source toolkit has been downloaded 61M+ times and is used by 90% of the Fortune 1000. We power production AI workflows across commercial and federal sectors, transforming PDFs, HTML, Word docs, images, emails, and more into AI‑ready data pipelines that scale. We're not just building tools, we're building the backbone of generative AI and the infrastructure that unlocks intelligence across industries. We are seeking a Public Sector Program Manager / Customer Success Manager to lead technical delivery, customer success, and relationship management with our public sector customers. This role combines program management, technical expertise, and customer advocacy to ensure seamless delivery of Unstructured solutions for government clients. This role is based in or near Fort Bragg (Fayetteville), North Carolina, as the individual will spend significant time onsite and engaging directly with Special Operations stakeholders. The ideal candidate brings an existing relationship with USSOCOM or SOCOM components, either through prior military service or business engagement. You will oversee public sector customer onboarding, manage technical integrations, coordinate across internal teams, and drive ongoing adoption and success. With your program management skills and public sector expertise, you will ensure compliance, execution excellence, and measurable mission impact for our customers. Key Responsibilities Program & Engagement Management: Own the end-to-end program delivery lifecycle for public sector accounts, particularly within the U.S. Department of Defense and Special Operations community, ensuring milestones, deliverables, and timelines are met. Navigate cross-functional coordination with product, engineering, and solutions teams to deliver tailored solutions. Ensure programs align with customer missions, security requirements, and compliance frameworks. Customer Success & Relationship Management: Act as the primary point of contact for public sector customers, building trusted partnerships that drive adoption and long‑term value. Proactively collaborate with account managers to identify expansion opportunities and help customers unlock the full potential of the Unstructured platform. Contract & Compliance Management: Own contract execution, including reviewing deliverables, ensuring compliance, and coordinating with internal stakeholders on contractual obligations. Manage subcontracts, build effective partner relationships, navigate procurement processes, and ensure adherence to federal standards. Technical Advisory & Integration: Guide customers through the implementation and integration of Unstructured solutions within existing workflows and environments. Translate technical capabilities into clear mission impact for both technical and non‑technical stakeholders. Customer Advocacy: Represent the voice of the customer internally, providing actionable insights to inform product roadmap and prioritization decisions. Surface feedback to enhance usability, functionality, and performance in secure federal environments. Required Skills & Experience 3–5 years of program management or customer success experience in public sector environments, preferably supporting the U.S. Department of Defense. Established relationship with USSOCOM and/or its components, gained through prior military service or direct business engagement. Ability to work regularly onsite in or near Fort Bragg, NC. Active SECRET clearance (TS/SCI eligibility strongly preferred). Strong understanding of federal procurement, compliance, and delivery requirements. Experience reviewing and managing contracts, SLAs, and deliverables. Familiarity with machine learning, AI, or enterprise software integrations. Excellent communication skills to bridge technical and non‑technical stakeholders. Proven ability to manage complex, multi‑stakeholder programs with competing priorities. Ability to identify and pursue expansion opportunities within accounts, partnering closely with the account manager on growth initiatives. Willingness to travel up to 25% beyond routine travel to Ft. Bragg. Preferred Qualifications Prior experience working with AI/ML, SaaS, or data‑focused platforms. Hands‑on experience delivering programs in Department of Defense cloud and on‑premises environments. Comfortable operating in a fast‑paced startup environment with a high degree of autonomy. Why You’ll Love It Here You’ll be surrounded by smart, kind, low‑ego people who genuinely enjoy building together. We invest in our team, with company offsites, best‑in‑tech swag, and the tools you need to do your best work, wherever you’re based. The work itself is deeply meaningful. You’ll be at the center of some of the most exciting problems in AI today - tackling meaty, novel technical challenges that directly power real production systems used by thousands of companies, including nearly half of the Fortune 500. We support you holistically, not just at work. From day one, medical, dental, and vision coverage (plus life and disability insurance), to unlimited PTO, flexible parental leave, 401(k) options, and competitive referral incentives, we want you focused on building, growing, and staying energized for the long haul. Most importantly, we’re scaling fast. This is a chance to join early enough to build foundational technology, influence how we operate, and help shape the future of a company defining the next era of AI infrastructure. If that sounds like your kind of team, we’d love to meet you. #J-18808-Ljbffr