Note: The job is a remote job and is open to candidates in USA. HiddenLayer is a cybersecurity company focused on protecting technologies from adversarial AI attacks. As a Customer Success Manager for federal clients, you will manage relationships and ensure successful adoption of HiddenLayer solutions within various federal agencies, driving customer satisfaction and growth.
Responsibilities
- Serve as the primary point of contact for a portfolio of federal customers throughout the customer lifecycle
- Coordinate customer engagements to ensure commitments, deliverables, and key objectives are completed on schedule, while maintaining accurate engagement records and status reporting
- Conduct regular business reviews, success planning sessions, and customer health assessments
- Coordinate customer communications during product updates, releases, and service-impacting events
- Develop a deep understanding of customer missions, priorities, and operational environments
- Partner with customers to ensure successful onboarding, deployment, adoption, and ongoing use of HiddenLayer solutions
- Monitor customer health and proactively mitigate risks that could impact customer success, satisfaction, or renewal
- Coordinate internally to resolve customer issues and remove barriers to adoption
- Capture, prioritize, and communicate customer feedback to Product and Engineering teams
- Represent customer requirements and mission needs in internal discussions and product planning activities
- Serve as the voice of the customer, ensuring federal use cases and operational requirements are understood across the organization
- Work closely with Professional Services, Product, Engineering, Support, and Sales teams to deliver an exceptional customer experience
- Partner with Account Executives and leadership to support contract renewals, option year exercises, and expansion opportunities
- Identify opportunities for additional product adoption and strategic growth within customer organizations
- Maintain accurate account health, engagement, and success plans within CRM and customer success systems
Skills
- 5+ years of experience in Customer Success, Technical Account Management, or a related customer-facing role
- Experience supporting U.S. Federal Government customers, including DoD, IC, DHS, or civilian agencies
- Technical background in cybersecurity, data science, machine learning, cloud infrastructure, or enterprise security
- Strong ability to build credibility and relationships with both technical and executive stakeholders
- Experience managing complex customer engagements involving multiple stakeholders and mission-critical environments
- Strong communication, presentation, and problem-solving skills
- Self-starter who thrives in a fast-paced, high-growth environment
- Ability to travel as needed to support customer engagements
- Experience scaling Customer Success at a Series A/B startup
- Experience working with federal acquisition processes, contract vehicles, and government program offices
- Active or previous U.S. Government security clearance
- Experience supporting customers within the Intelligence Community
- Experience supporting cybersecurity or AI/ML security solutions
- Relevant certifications such as Security+, CISSP, PMP, ITIL, Certified Customer Success Manager (CCSM), or similar
Benefits
- Fully Remote: We are a completely remote global team. Though we’re distributed, we are intentional about getting the team together a couple of times a year. We offer a generous stipend for your home office setup, annual upgrades to ensure you have a comfortable workspace and a monthly stipend for internet/phone expenses.
- Flexible Time Off: Enjoy unlimited and flexible time off for all salaried employees, in addition to 15 paid company holidays.
- Commitment to Learning and Development: We support personal growth and education through a dedicated L&D fund that can be used for training, conferences, certifications and industry events.
- Diversity, Equity, and Inclusion: We are committed to building a diverse team with individuals from various backgrounds, experiences, abilities, and perspectives, and we are proud to be an equal opportunity employer.
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