Customer Success Lead

Ad Hoc LLC

Customer Success and Support Lead driving customer engagement and mentorship within a remote team for Ad Hoc. Enhancing user onboarding and support ecosystems in federal service delivery.

Posted 6/25/2026full-timeRemote • 🏈 Anywhere in North AmericaSenior💰 $90,000 - $100,000 per yearWebsite

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

requirements managementdata warehousingdata analyticsprocess improvementsuser onboardingsupport ticket managementprogram managementworkflow optimizationtechnical documentationstakeholder analysis

Soft Skills

leadershipmentoringinfluential skillscommunicationrelationship buildingproblem-solvingstrategic planninguser engagementadaptabilitygrowth mindset

Tools & Technologies

requirements management toolssupport ticket platformsdata analytics toolsproject management softwarecustomer relationship management (CRM) systemscollaboration toolsvendor management systemspresentation softwarecommunication platformsuser feedback systems

Industry Keywords

customer successuser onboardingprogram goalstechnical discoverystakeholder feedbackuser outreachcomplex issue resolutionhigh-priority managementevent coordinationprogram improvement

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
Exhibits an extensive understanding of requirements and dependencies and develops documentation associated with project/program requirements, scope, process, and operations
Own the end-to-end user onboarding process
Define key touchpoints from initial technical discovery to post-onboarding nurturing, ensuring users are supported throughout their lifecycle
Own the support ticket platform roadmap
Coordinate with vendor engineering teams to translate user and stakeholder feedback into actionable system improvements
Present analysis results and program status to key stakeholders
Build relationships with leadership and summarize complex initiatives into high-level, actionable insights
Lead monthly user orientation sessions and office hours, including identifying target audiences, proactive outreach, topic development, coordinating vendor presentations, and promoting events to ensure high adoption rates
Lead the development of innovative solutions for program roadblocks, identify risks, and offer proactive mitigations
Effectively communicates with internal and external stakeholders to communicate status, obtain clarification, and address risks
Partner with internal teams to strategize and plan engagement activities, align on upcoming initiatives, identifying gaps and opportunities for program improvement

Requirements

What you’ll need

Bachelors degree in a relevant field plus at least 8 years of related 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