Senior Federal Customer Success Specialist

SynMax's Theia platform delivers maritime intelligence to government, energy and commercial customers. We're looking for an experienced customer success specialist to own our relationship with a priority U.S. federal customer. You'll be their day-to-day point of contact and their advocate inside SynMax, making sure they get reliable data and a responsive team. As our federal portfolio grows, you'll take on additional federal accounts. What you'll do • Own day-to-day delivery and the relationship for a priority federal account, and take on further federal accounts as the portfolio grows • Prepare for and run recurring technical meetings with the customer: agendas, read-aheads, action tracking and status reporting • Monitor data delivery and be first point of contact for issues, coordinating with data science, engineering and Intel and keeping the customer informed • Handle support requests, user access, onboarding and training for government users • Understand the mission and the people behind each request, and feed what you learn into Product, Engineering and BD through Jira and the roadmap • Know the scope of the customer's agreement and escalate scope questions to BD and Legal instead of committing • Work with Federal BD, Intelligence, Product, Legal and Security, and flag opportunities to expand use, including API and Atlas (our agentic analytics platform) • Keep clean account records and health reporting in HubSpot Must have • 4-5+ years in customer success, technical account management, program support or customer-facing analysis for a data or analytics product • Direct experience supporting U.S. government customers, ideally DoD or the Intelligence Community • Based within reach of San Diego, U.S. citizen, and eligible for a security clearance • Strong ownership: you say "I flagged, I fixed", not "it was passed on" • Able to explain technical issues in plain English, in writing and live • Self-directed and comfortable in a start-up where someone sets a direction and lets you run Nice to have • Active Secret-level or higher clearance • Maritime, AIS, satellite imagery or GIS/Esri experience (a plus, not a requirement) • Familiarity with Navy program offices or the San Diego defense community • Experience with TEMs, OTAs, CSOs, CRADAs or SBIR-style contract mechanics • HubSpot, Jira, Confluence and comfort with AI tools The pay range for this role is: 118,000 - 135,000 USD per year (San Diego, CA)