Technical Customer Success Manager

Defense Unicorns is a company focused on delivering mission value by streamlining software delivery. They are seeking a Technical Customer Success Manager who will blend strategic account management with technical advisory support to ensure customers achieve maximum value from their platform.

Responsibilities:

• Serve as the primary post-sales success lead for assigned commercial accounts
• Build trusted relationships with program leadership, DevSecOps teams, and security stakeholders
• Develop and execute mission-aligned success plans for our customers
• Lead Quarterly/Executive Reviews focused on operational readiness and mission outcomes
• Proactively identify adoption gaps, compliance risks, and expansion opportunities
• Assist customers on Kubernetes-based platform architecture questions
• Understand what secure implementations in IL2/IL4/IL5/IL6 and air-gapped environments
• Advise on DevSecOps pipelines, GitOps workflows, and secure software delivery
• Troubleshoot complex deployment challenges in partnership with Engineering
• Articulate customer requirements related to compliance (e.g., RMF, STIGs, cATO, Zero Trust)
• Identify mission renewals & expansion opportunities across our customer base
• Drive deeper platform adoption across development teams
• Platform adoption across mission programs
• Renewal and expansion within assigned accounts
• Time-to-operational capability
• Customer health and satisfaction
• Successful secure deployments in classified environments

Requirements:

• Excellent verbal and written communication skills; the ability to effectively interact with Heroes, stakeholders, and team members at all levels of the organization and across all Departments
• Excellent interpersonal skills, with the ability to effectively adapt communication behaviors and tactics to improve working relationships and optimize mission outcomes
• Exceptional problem-solving and decision-making abilities, with a strategic mindset
• Experience transitioning mission value delivery from services to productized approaches
• Experience and comfort facilitating cross-department problem solving exercises that drive business insights and turn inputs into decisions
• Experience supporting business initiatives across functional areas to inform business strategy and evolution
• Experience with day to day systems like: Hubspot, Github, Unthread (support ticketing) & Notion
• Experience operating in air-gapped or classified environments
• Experience working with platform engineering teams
• Background in cloud-native technologies (AWS, Azure, on-prem Kubernetes)
• Familiarity with open-source ecosystems