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.
Capture, prioritize, and communicate customer feedback to Product and Engineering teams.
Represent customer requirements and mission needs in internal discussions and product planning activities.
Partner with Account Executives and leadership to support contract renewals, option year exercises, and expansion opportunities.

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.

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.

Customer Success Manager – Federal

Key skills