HiddenLayer

Customer Success Manager

• Serve as the primary point of contact for a portfolio of federal customers throughout the customer lifecycle.
• Coordinate customer engagements to ensure commitments, deliverables, and key objectives are completed on schedule, while maintaining accurate engagement records and status reporting.
• Conduct regular business reviews, success planning sessions, and customer health assessments.
• Coordinate customer communications during product updates, releases, and service-impacting events.
• Develop a deep understanding of customer missions, priorities, and operational environments.
• Partner with customers to ensure successful onboarding, deployment, adoption, and ongoing use of HiddenLayer solutions.
• Monitor customer health and proactively mitigate risks that could impact customer success, satisfaction, or renewal.
• Capture, prioritize, and communicate customer feedback to Product and Engineering teams.
• Represent customer requirements and mission needs in internal discussions and product planning activities.
• Partner with Account Executives and leadership to support contract renewals, option year exercises, and expansion opportunities.

Customer Success Manager – Federal