Customer Success Manager

Title: Customer Success Manager Location: Remote, USA

Overview of Opportunity 

Two Six Technologies is actively seeking a Customer Success Manager (CSM) to join our team. Sitting at the intersection of sales, support, and product, the CSM carries a primary mandate: ensure customers achieve their desired business outcomes, drive feature adoption, and transform satisfied users into long-term product advocates. If you have a strong background in customer relationship management, post-sale retention, and cross-functional advocacy, our growing team wants to talk to you!

This position will be Remote with occasional travel to customer sites across the U.S. This position requires less than 20% CONUS and OCONUS travel.

At Two Six Technologies, we strive to solve problems collaboratively, innovate and respond to feedback, and include, thank, celebrate, and be kind to our team members. As a valued team member, you will be surrounded by and expected to embody these values, working on your own and with your colleagues to find creative solutions and tackle challenging problems with cutting-edge technology.

The work requires an active Secret clearance with the eligibility and willingness to obtain and maintain a TS/SCI.

What You Will Do:

• Customer Success: Accelerate decision velocity to identify opportunities, isolate narrative vulnerabilities, optimize target acquisition, and orchestrate immediate campaign deployment in support of Company objectives.
• Onboarding & Adoption: Guide new customers through implementation and initial setup; create customer success plans and drive active feature usage.
• Relationship Management: Build strong relationships across multiple stakeholder levels in customer organizations; conduct regular check-ins and Executive/Quarterly Business Reviews (EBRs/QBRs).
• Retention & Risk Management: Monitor customer health metrics (usage data, support tickets, engagement signals), identify churn risks early, and manage contract renewals.
• Growth & Expansion: Identify upsell/cross-sell opportunities, track expansion revenue, and partner with sales to close expansion opportunities.
• Voice of the Customer: Relay product feedback and feature requests to Product/Engineering teams while turning satisfied customers into case studies, references, and referrals.

Understand the Information Environment: Isolate narrative vulnerabilities and plan information operations. Leverage Two Six products driven by agentic AI and an enriched data architecture to provide insight to customers on opportunities in the non-kinetic space. 

• Briefings & Strategy: Draft high-level strategic documents and present operational plans to senior military leadership, government agencies, and coalition partners.

Customer Relationships: Represent and promote Two Six Technologies in customer engagements and explore expansion opportunities. This includes building relationships with adjacent customers to:

• Understand their requirements;
• Understand how our product and service offerings can meet those requirements;
• Grow the Two Six presence in the customer arena.

What you will need: 

• Experience: 5+ years of experience in Customer Success, Account Management, or Technical Account Management within a software/technology environment.
• Relationship & Communication Skills: Proven track record of managing post-sale client relationships, conducting Business Reviews (QBRs/EBRs), and building trust across executive and technical stakeholders.
• Data-Driven Retention: Demonstrated experience tracking customer health metrics, running retention playbooks, and managing renewals.
• Cross-Functional Collaboration: Demonstrated ability to act as the "Voice of the Customer," collaborating directly with Product, Engineering, and Sales teams.
• Education: Bachelor’s degree in Business, Communications, Computer Science, or a related field (or equivalent practical experience).
• Travel:  Ability and willingness to travel up to 10% CONUS and OCONUS
• Professional Skills:
  • Knowledge of technologies and data used in the information advantage domain, including any of the following: PAI, data collection and analytics, natural language processing, AI, including machine learning, ad tech, mobile technology, and/or telecommunications.
  • Excellence in communicating, including written and verbal.
  • Ability to collaborate across teams, especially within a distributed team.
  • Ability and willingness to learn new things, particularly new technology.
  • Ability to operate independently. A self-starter.
  • Excellent analytic skills.
  • Ability to combine quantitative and qualitative analysis to generate insight.
• Clearance:  Active Secret clearance with the eligibility and willingness to obtain and maintain a TS/SCI

What we’d love you to have: 

• Experience in the information advantage domain, including best tradecraft practices.
• Experience providing mission support through product licenses, not just services.
• Experience working with government, defense, or federal technology programs.
• Direct ownership of renewal quotas or expansion/upsell revenue KPIs.
• Familiarity with Customer Success software platforms (e.g., Gainsight, ChurnZero) and CRM tools (e.g., Salesforce).

Clearance Requirements: 

• Active Secret clearance with the eligibility and willingness to obtain and maintain a TS/SCI

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