Customer Success Manager (GovCon) - AI Platform

You will own the customer relationship for approximately 40 to 50 primarily mid-market GovCon accounts. You are the person your customers call when they need to get more out of the platform, and you are the reason they keep getting value from it.

You will work alongside an Account Manager who owns renewals, upsell, and all contractual conversations. Your job is to make those conversations easy for them by making the customer successful, and to give them an accurate, early read on where each account stands.

You’ll spend your days inside capture and proposal workflows with people who do this for a living. Credibility in GovCon matters here as much as customer success skill.

You will report to our Director of Customer Success and work alongside CSMs covering enterprise, mid-market, and SMB segments.

Key Responsibilities:

Adoption and value realization

• Building and executing a value realization plan for each account, tied to the customer's own pursuit and win goals
• Delivering quarterly business reviews that connect platform usage to bid and organizational outcomes, not feature tours
• Driving adoption breadth across the platform, not just the one workflow the customer bought for
• Training new users, new teams, and new champions as your accounts change shape

Account health and risk

• Maintaining strong health scores across your book and keeping your read on each account current and defensible
• Surfacing risk early, using client data and feedback to identify trends, pain points, and opportunities, so there is time to do something about it
• Owning the adoption and engagement side of any save plan, and escalating to your team lead when an account needs more altitude
• Recognizing expansion signals (new teams, new pursuit volume, unmet needs) and handing them to your Account Manager with the context they need

Partnership and relationship building

• Building strong relationships with your customers and ensuring their success with our AI-driven platform.
• Working in close partnership with your Account Manager: shared account plan, shared view of health, no surprises in either direction ahead of a renewal
• Translating customer pain into prioritized product input for our Product team
• Collaborating with other cross-functional teams, including Engineering and Sales, to address client needs and drive continuous improvement of our solutions.
• Contributing to CS playbooks, templates, and documentation as we build them