Customer Success Manager - DHS

Join our cutting-edge generative AI (GenAI) platform, LIGER, created by its technology studio, LMI Forge. LIGER harnesses the power of advanced technology, data analytics, and the latest in machine learning and natural language processing to provide secure, private, and trustworthy GenAI solutions for government.

LMI is a new breed of digital solutions provider dedicated to accelerating government impact with innovation and speed. Investing in technology and prototypes ahead of need, LMI brings commercial-grade platforms and mission-ready AI to federal agencies at commercial speed.

Leveraging our mission-ready technology and solutions, proven expertise in federal deployment, and strategic relationships, we enhance outcomes for the government, efficiently and effectively. With a focus on agility and collaboration, LMI serves the defense, space, healthcare, and energy sectors-helping agencies navigate complexity and outpace change. Headquartered in Tysons, Virginia, LMI is committed to delivering impactful results that strengthen missions and drive lasting value.

LMI is seeking a Customer Success Manager to drive customer engagement and ensure clients achieve maximum value from their LIGER tool investment by understanding their unique needs and challenges. This role involves applying LMI's customer success methodology, leveraging Success Plays, and acting as a customer advocate within the company to enhance product adoption and satisfaction. The ideal candidate will build strong relationships, promote customer success stories, and collaborate across teams to resolve issues and foster growth.

Customer Engagement & Success

Develop deep, trusted relationships with DHS users and stakeholders.
• Lead onboarding and change management to ensure quick time-to-value.
• Build and execute Success Plans with measurable goals and adoption milestones.
• Monitor customer health and usage metrics, identifying opportunities for increased impact.
• Promote LIGER Tool customer success stories and processes.

Enablement & Adoption

• Deliver lightweight training, onboarding materials, and user enablement resources.
• Create or contribute to user guides, playbooks, and knowledge base articles tailored for DHS users.
• Highlight and promote customer success stories to encourage best practices and cross-agency collaboration.

Internal Collaboration & Advocacy

• Serve as the voice of the DHS customer within LMI, advocating for their needs in roadmap and support decisions.
• Collaborate cross-functionally with product management, engineering, and technical support to resolve issues and drive improvements.
• Contribute to the evolution of LMI's customer success methodology, including Success Plays and success measurement frameworks.

Minimum:

• 3+ years of experience providing customer professional services or related business support.
• Experience working within the Federal technology industry.
• Ability to provide independent comprehensive services to a broad range of stakeholders and customer networks.
• Familiarity with digital transformation, or project management.
• Experience resolving issues through root cause and business process analysis.
• Experience with customer onboarding, including supporting success definition, KPIs, and ongoing performance management for product implimentations.
• Ability to work with customers (organizations and end users) to identify requirements and design product-oriented solutions to their priority pain points or opportunities.
• Experience in working collaboratively with customers and enterprise support functions (product management, product marketing, engineering, training and adoption).
• Familiarity building and deploying key customer success artifacts (e.g., requirements documentation, tutorials, user guides, lightweight product training, etc.).
• Comfortable with learning and explaining technical products or services.
• Ability to manage multiple customers and priorities simultaneously.
• Works well in a collaborative team environment, partnering with sales, product, and support teams.
• Clearance: Secret
• Travel: Ability to travel approximately 15% of the time

Preferred:

• Prior experience supporting or working within DHS and familiarity with its structure, mission, and culture.
• Background in homeland security, defense, or national security technology.
• Experience using or supporting AI/ML, data platforms, or cloud-native software products.
• Familiarity with customer success tools or CRM systems.
• Certifications in Agile, Customer Success, or Product Management (e.g., SAFe, SuccessCOACHING, Pragmatic Institute).

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Disclaimer:

The salary range displayed represents the typical salary range for this position and is not a guarantee of compensation. Individual salaries are determined by various factors including, but not limited to location, internal equity, business considerations, client contract requirements, and candidate qualifications, such as education, experience, skills, and security clearances.

The target salary range is- $90270 - $155037.63