Regional Customer Success Manager

The Opportunity: Regional Deployment Lead

Location: Remote — Mid-Atlantic Region

Reports to: Operations and Sales Leadership

Company Overview

A growing, mission-driven technology company is expanding its field deployment and customer success capabilities to support a growing customer base.

The organization operates in a fast-moving, entrepreneurial environment where team members are expected to take initiative, solve problems independently, and work effectively across multiple functions.

Position Overview

The Regional Deployment Lead will own customer relationships from early engagement through implementation, adoption, and ongoing account support.

This is primarily a deployment and customer success role with a smaller sales-adjacent component. The focus is on strengthening customer relationships, increasing adoption, troubleshooting issues, coordinating internal resources, and ensuring successful long-term outcomes rather than traditional new-business prospecting.

Key Responsibilities

• Serve as a primary customer contact throughout the full account lifecycle
• Build relationships with stakeholders at multiple organizational levels
• Lead customer onboarding, implementation, training, and ongoing support
• Identify adoption challenges and develop practical solutions
• Monitor account activity and proactively re-engage customers when needed
• Coordinate internal resources to resolve technical or operational issues
• Provide hands-on support for basic devices, applications, and field technology
• Gather customer feedback and communicate needs internally
• Support account growth and broader product utilization
• Navigate complex customer organizations and escalate issues appropriately
• Operate independently in a fast-paced, early-stage environment
• Travel throughout the region to support customers onsite

Qualifications

The ideal candidate is a mission-focused military veteran with strong interpersonal skills, professional presence, initiative, adaptability, and the ability to work independently in an ambiguous environment.

Strong candidates will bring:

• Military leadership experience and a strong mission-oriented approach
• Excellent communication skills with the ability to quickly build trust and credibility with customers
• Experience developing and managing relationships across multiple levels of an organization
• A proactive, self-directed working style and sound judgment regarding when and how to escalate issues
• Comfort operating within a matrixed structure and supporting multiple internal stakeholders
• The ability to thrive in a small, rapidly growing organization without extensive corporate infrastructure or rigid processes
• Ideally 2–3 years of post-military experience in a customer-facing commercial role such as customer success, account management, implementation, deployment, business development, or a related function
• Exceptional transitioning service members may also be considered if they demonstrate strong maturity, communication ability, adaptability, and commercial aptitude
• Comfort working with smartphones, scanners, applications, laptops, documents, and other basic technology
• The ability to assess practical technical problems, identify what is occurring, and engage the appropriate internal resource when additional support is required
• Strong written and verbal communication skills
• Willingness and ability to travel frequently throughout the Mid-Atlantic region and spend meaningful time working directly with customers
• Genuine interest in joining a mission-driven organization and delivering strong customer outcomes

Experience in a customer-facing technology environment is highly relevant.

Background involving investigations, evidence handling, chain of custody, crime-scene operations, forensic workflows, ballistics, rapid DNA, or latent-print technology is a strong differentiator, but is not required.

Candidates coming from larger organizations should be comfortable moving into a smaller, faster-paced environment where they will be expected to wear multiple hats and operate with significant autonomy.

Work Environment & Travel

This is a remote position based in the Mid-Atlantic region with frequent customer-facing field work. Candidates should expect approximately 30–50% travel throughout the region to support customer deployments, training, adoption, and ongoing account needs.

Compensation

Base Salary: Approximately $120K–$140K

Performance Bonus: Approximately $20K–$35K

Total Cash Compensation: Approximately $140K–$175K

Long-Term Incentives: Equity participation expected