Overview
We're looking for a Customer Success Manager to drive engagement with our customers and ensure they achieve maximum value from their investment in LIGER, an enterprise AI platform built for federal missions. You'll be the primary customer success contact: building relationships with users and stakeholders, surfacing pain points, driving adoption, and making sure the LIGER team delivers against what matters. This position requires a secret clearance.
This is a customer-facing role that sits between the government user community and the LIGER product, engineering, and leadership teams. You'll translate customer reality into product priorities, run the engagement playbook day to day, and own the relationship outcome. If you've worked customer success in federal technology and want to do it on a fast-moving AI product, keep reading.
Responsibilities
What You'll Do
• Own the day-to-day customer success relationship with the customer, understanding their mission, organization, and user community in depth
• Drive product adoption and expansion across user populations, including onboarding, training, and ongoing enablement
• Build and maintain strong relationships with stakeholders, becoming a trusted advisor for their AI and modernization priorities
• Define and track customer success metrics and KPIs, surfacing risks early and driving the right interventions
• Develop and execute customer engagement playbooks tailored to the customer's environment and user segments
• Act as an advocate inside LIGER, ensuring customer perspectives shape product decisions
• Coordinate with LIGER product, engineering, and support teams to resolve escalated issues quickly
• Build and maintain customer-facing artifacts: requirements documentation, tutorials, user guides, lightweight product training
• Support the customer through major LIGER releases, including communication, change management, and user readiness
• Capture and share customer success stories that highlight LIGER's impact on customer outcomes
Qualifications
What We're Looking For
• An active Secret security clearance
• 3+ years of experience providing customer success, professional services, or related business support in the federal technology industry
• Demonstrated experience working with federal customers from end users through senior leadership
• Experience with customer onboarding, including success definition, KPI development, and ongoing performance management for product implementations
• Ability to work with customers to identify requirements and design product-oriented solutions to priority pain points
• Familiarity with digital transformation, modernization, or technology project management
• Experience resolving issues through root cause analysis and business process analysis
• Comfortable learning and explaining technical products, with the ability to translate between technical and non-technical audiences
• Ability to manage multiple customers, priorities, and workstreams simultaneously
• Strong collaboration skills, partnering with sales, product, engineering, and support teams
What Will Set You Apart
• Experience working with federal AI, GenAI, or modernization programs
• Experience in product marketing, sales engineering, or solutions consulting
• Certifications or experience in Agile product management
• Track record of expanding adoption inside large federal customer organizations
• Familiarity with how AI/LLM products land with non-technical user populations and the change management that goes with it
