Customer Success Manager

What Success Looks Like

• Customers consistently get fast, helpful responses to inbound questions, with most resolved without engineering involvement

• New customers complete training and reach pilot success criteria on time

• Long-time customers know what's new in the product because we have a working release communications cadence

• Our knowledge base covers the most common customer questions, reducing repeat inbound over time

• The lead CSM has more time for strategic account work because you're owning the delivery layer

Who You Are

• 2 to 4 years of experience in Customer Success, Account Management, Implementation, or Customer Support at a SaaS company

• Tech-savvy and confident navigating new tools, with Microsoft 365 and SharePoint experience strongly preferred

• Fast and disciplined on chat-based communication. You keep Teams or Slack open as your primary work surface and take pride in quick, helpful responses

• Hungry, proactive, and comfortable being thrown into unfamiliar technical situations

• Strong communicator who can translate product features into clear value for non-technical users

• Detail-oriented and organized, comfortable owning recurring delivery work (training, content, documentation)

• Familiarity with government contracting, defense, or GovTech is a bonus, not a requirement

Why Join Us

We're a YC-backed (W23) startup that's well-capitalized and growing roughly 50% quarter over quarter. Our product is good enough that we average 3 to 4 inbound customer referrals every week, which tells you more about how customers feel about us than any pitch we could write.

Our customers include Raft, MAG Aerospace, Command Holdings, and several of the top 10 government contractors. The problems we're solving (faster, better proposals on shorter timelines) directly affect how the federal government buys technology and services, which is work that matters.

You'd partner directly with the founders and engineering team, have real ownership over how we serve our customers, and grow alongside a small, high-trust team. For a CSM 2 to 4 years into their career, this is a chance to learn at the speed of a Series A startup while working with enterprise-grade customers most people don't get to touch until much later.

Location

We have a strong preference for candidates who can work in person at our NYC HQ. We're also open to remote candidates based in the DC area, given how many of our customers are concentrated there.

Compensation and Benefits

• Competitive salary

• Early equity

• Health, dental, and vision coverage

• Generous paid time off