Customer Success Lead

Ad Hoc LLC

Customer Success and Support Lead driving customer engagement and requirements management within Ad Hoc's federal projects. Bridging the gap between technical teams and end-users for effective onboarding and support.

Posted 6/19/2026full-timeRemote • 🇺🇸 United StatesSenior💰 $90,000 - $100,000 per yearWebsite

About the role

Key responsibilities & impact

Customer Success and Support Lead serves as an experienced individual contributor within a team, with the expectation that you will further develop your leadership, guidance, and mentoring skills.
You will be responsible for driving customer engagement and requirements management with minimal oversight.
In this role, you will impact long-term program goals by bridging the gap between technical teams and end-users, ensuring a seamless onboarding journey and robust support ecosystem.
You will utilize strong influential skills to mentor junior staff and drive process improvements across the program.
Primary expectations of a Customer Success and Support Lead include: Exhibits an extensive understanding of requirements and dependencies and develops documentation associated with project/program requirements, scope, process, and operations.

Requirements

What you’ll need

Bachelors degree in a relevant field plus at least 8 years of related experience, or a Masters degree plus 6 years of experience.
Extensive experience in customer-facing roles with a proven ability to engage in regular user outreach and resolve complex issues.
Ability to learn and explain technical concepts related to data warehousing and data analytics to non-technical users.
Demonstrated "growth mindset" with experience identifying friction points and implementing more efficient workflows.
Proven ability to manage multiple high-priority efforts simultaneously, including platform management, onboarding, and recurring program events.
Extensive experience with industry standards, requirements management tools, and support ticket platforms.

Benefits

Comp & perks

Company-subsidized health, dental, and vision insurance
Flexible PTO
401K with employer match
Paid parental leave after one year of service
Employee Assistance Program

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

requirements managementdata warehousingdata analyticsprocess improvementsdocumentation development

Soft Skills

leadershipmentoringcustomer engagementinfluential skillsproblem-solvinggrowth mindsetworkflow efficiencymulti-tasking

Certifications

Bachelor's degreeMaster's degree