Execute routine customer engagements (tactical check‑ins, case reviews, usage monitoring) and summarize risks/opportunities
Maintain account health dashboards, success plans, and action logs; ensure data hygiene in CRM system
Coordinate follow-ups for open issues with Support, Services, and Product; manage small, low-risk escalations
Assist Senior CSMs during onboarding and upgrades: schedule sessions, track tasks and risks, and draft customer comms
Support S1000D/CSDB workflows by documenting procedures and pulling status evidence (e.g., content baselines, modules, BREX impacts) under guidance
Capture business outcomes and wins (time saved, issue trends reduced, authoring throughput) and feed into quarterly summaries
Contribute baseline content for Quarterly Business Reviews (QBRs) and success storytelling, present sections as readiness builds
Serve as the “voice of the customer” in weekly triage meetings, document feature requests, usability feedback, and priority bugs
Partner with Renewals on early risk flags (adoption gaps, roadmap ambiguity, stakeholder turnover) and track mitigation steps
Use playbooks to identify expansion signals (users/licenses, modules, training, XPP add-ons), route qualified signals to Sales
Build simple ROI snippets (before/after workflow metrics) with templates; participate in enablement cycles
Build foundational knowledge of S1000D, ATA iSpec2200, IPS, and MIL-SPEC concepts; track a personal learning plan
Monitor A&D forums and summarize 2–3 actionable insights per quarter for the team

Requirements

3-5 years in a customer-facing role (Customer Success, Support, Services, or PMO) within enterprise software or complex B2B environments
Working familiarity with S1000D concepts and CSDB workflows (training acceptable in lieu of deep experience)
Basic cloud literacy (Azure/AWS)
Proficiency with Salesforce (or similar CRM), ServiceNow, and Atlassian (Jira/Confluence)
Strong written and verbal communication; able to translate technical topics into crisp, customer-ready summaries
Detail orientation with disciplined follow-through on tasks, notes, and customer commitments
Prior involvement in onboarding, enablement, or customer training
Exceptional presentation and communication skills, including the ability to convey complex technical concepts in simple terms
Proven ability to demonstrate and assist in troubleshooting complex systems
Proven track record of meeting and exceeding personal goals and objectives
Experience and/or exposure to A&D programs, primes, or government stakeholders
Experience with XPP or structured content/DITA/S1000D authoring ecosystems
US Citizenship required
Travel required (10% – 20%)

Benefits

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Applicant Tracking System Keywords

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Hard Skills & Tools

S1000DCSDB workflowscloud literacySalesforceServiceNowAtlassianXPPstructured contentDITAtroubleshooting

Soft Skills

written communicationverbal communicationdetail orientationpresentation skillscustomer engagementtask follow-throughcustomer trainingstakeholder managementrisk managementproblem-solving