[Hiring] Defense Customer Success Lead @BizFirst

Role Description

This is a remote position.

Job Title: Defense Customer Success Lead

Level: Lead; 5+ years of DoD experience

Clearance: Active Secret clearance required; TS/SCI preferred

Work Location Type: Remote, United States; preferred locations are San Francisco, CA, Norfolk, VA, San Diego, CA, or Honolulu, HI

Work Type: Full-time, benefits

Travel: As needed for customers, events and exercises;

Agency name: US Navy

BizFirst is assisting our client with recruiting a Defense Customer Success Lead. This role will embed with defense users to train, enable, and problem-solve, helping them make faster, safer decisions using marine sensing hardware and ocean intelligence. As the first Defense Customer Success Lead, you will build the customer success function, including onboarding processes, success playbooks, and customer-facing tactics, techniques, and procedures.

What will you do:

• Embed with defense users to train, enable, and problem-solve.
• Empower users to get the most out of marine sensing hardware and data.
• Build the customer success function, including onboarding processes and success playbooks.
• Report to the Global Head of Government and Defense.

Responsibilities

• Develop and execute a scalable customer success plan to onboard and train new users.
• Help existing users get the most out of the company’s products.
• Bring learnings from the field back to Product.
• Solve customer challenges using marine sensing products.
• Work across solutions engineering, product management, training, and support.
• Develop new TTPs and adapt products for new use cases.
• Work closely with the Defense go-to-market team and Sales to expand existing customer accounts.
• Lead the end-to-end customer success relationship and process.
• Understand customer needs deeply, including developing customer profiles and TTPs.
• Lead participation in military exercises.
• Collaborate with various teams to align solutions with market demand and customer requirements.

Qualifications

• 5+ years of experience working with the U.S. Department of Defense.
• Hands-on experience deploying innovative technologies in warfighting scenarios.
• Strong understanding of the unique challenges and opportunities involved in deploying innovative technologies in theater.
• Ability to navigate government bureaucracy and connect the dots between users and program managers.
• Excellent communication, problem-solving, and interpersonal skills.
• Self-starter who can work independently and collaboratively in a fast-paced environment.
• Curiosity and passion for understanding marine technologies.
• Willingness to travel as needed to meet customers, attend events, and participate in exercises.

Preferred Qualifications

• Active TS/SCI clearance.
• 2+ years of experience in a customer success role, preferably in maritime or environmental technology.
• Located in San Francisco, CA, Norfolk, VA, San Diego, CA, or Honolulu, HI.

Requirements

• U.S. citizenship required.
• Active Secret clearance required.

Benefits

• Competitive base pay plus equity.
• Medical, dental and vision coverage.
• Continued learning and development stipend.
• One-time home office stipend for remote team members.
• Relocation bonus for team members moving to the Bay Area.
• Flexible PTO, in addition to 10 company-wide office closure days.
• 12 weeks of parental leave, plus 4 additional weeks for birthing parents.
• Military leave and job protection for reservists and guard members under USERRA.
• Annual company onsite week and team events throughout the year.