[Hiring] Customer Success Manager @Two Six Technologies

Role Description

Two Six Technologies is actively seeking a Customer Success Manager (CSM) to join our team. Sitting at the intersection of sales, support, and product, the CSM carries a primary mandate:

• Ensure customers achieve their desired business outcomes.
• Drive feature adoption.
• Transform satisfied users into long-term product advocates.

This position will be Remote with occasional travel to customer sites across the U.S. This position requires less than 20% CONUS and OCONUS travel.

The work requires an active Secret clearance with the eligibility and willingness to obtain and maintain a TS/SCI.

What You Will Do:

• Customer Success: Accelerate decision velocity to identify opportunities, isolate narrative vulnerabilities, optimize target acquisition, and orchestrate immediate campaign deployment in support of Company objectives.
• Onboarding & Adoption: Guide new customers through implementation and initial setup; create customer success plans and drive active feature usage.
• Relationship Management: Build strong relationships across multiple stakeholder levels in customer organizations; conduct regular check-ins and Executive/Quarterly Business Reviews (EBRs/QBRs).
• Retention & Risk Management: Monitor customer health metrics (usage data, support tickets, engagement signals), identify churn risks early, and manage contract renewals.
• Growth & Expansion: Identify upsell/cross-sell opportunities, track expansion revenue, and partner with sales to close expansion opportunities.
• Voice of the Customer: Relay product feedback and feature requests to Product/Engineering teams while turning satisfied customers into case studies, references, and referrals.
• Understand the Information Environment: Isolate narrative vulnerabilities and plan information operations. Leverage Two Six products driven by agentic AI and an enriched data architecture to provide insight to customers on opportunities in the non-kinetic space.
• Briefings & Strategy: Draft high-level strategic documents and present operational plans to senior military leadership, government agencies, and coalition partners.
• Customer Relationships: Represent and promote Two Six Technologies in customer engagements and explore expansion opportunities.

Qualifications

• 5+ years of experience in Customer Success, Account Management, or Technical Account Management within a software/technology environment.
• Proven track record of managing post-sale client relationships, conducting Business Reviews (QBRs/EBRs), and building trust across executive and technical stakeholders.
• Demonstrated experience tracking customer health metrics, running retention playbooks, and managing renewals.
• Demonstrated ability to act as the "Voice of the Customer," collaborating directly with Product, Engineering, and Sales teams.
• Bachelor’s degree in Business, Communications, Computer Science, or a related field (or equivalent practical experience).
• Ability and willingness to travel up to 10% CONUS and OCONUS.
• Knowledge of technologies and data used in the information advantage domain, including any of the following: PAI, data collection and analytics, natural language processing, AI, including machine learning, ad tech, mobile technology, and/or telecommunications.
• Excellence in communicating, including written and verbal.
• Ability to collaborate across teams, especially within a distributed team.
• Ability and willingness to learn new things, particularly new technology.
• Ability to operate independently. A self-starter.
• Excellent analytic skills.
• Ability to combine quantitative and qualitative analysis to generate insight.

Requirements

• Active Secret clearance with the eligibility and willingness to obtain and maintain a TS/SCI.

Benefits

• Medical, dental, and vision insurance.
• Life and disability insurance.
• Retirement benefits.
• Paid leave.
• Tuition assistance and professional development.

Salary Range

$135,000 — $170,000 USD