Customer Success Manager- Federal

About the role

HiddenLayer protects the world's most valuable technologies from adversarial AI attacks. We were founded by AI professionals and security specialists with first-hand experience of how insidious adversarial AI attacks can be to detect and defend against. Determined to prove that these attacks were preventable, the team developed a unique, patent-pending, productized solution to support organizations in accelerating their adoption of AI securely. Our dedication to innovation has been recognized by prestigious awards such as RSA's Innovation Sandbox Winner, CB Insights AI 100, CyberTech 100, and SC's Most Promising Early-Stage Start-up. As a Customer Success Manager (CSM), Federal, you will serve as the primary post-sales relationship owner for HiddenLayer's federal customers, including the Intelligence Community (IC), Department of Defense (DoD), Department of Homeland Security (DHS), and civilian federal agencies. You will work closely with customers, Product, Engineering, and Go-to-Market teams to ensure successful adoption and operationalization of HiddenLayer solutions. Acting as a trusted advisor, you will help customers achieve their mission objectives, maximize the value of their investment, and drive long-term customer satisfaction, retention, and growth. This role requires a proactive, customer-focused professional who is comfortable navigating complex federal environments, building relationships with both technical and executive stakeholders, and advocating for customer needs within a fast-growing cybersecurity company.

Responsibilities

• Own Customer Relationships & Success
• 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.
• Drive Adoption & Mission Outcomes
• 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.
• Coordinate internally to resolve customer issues and remove barriers to adoption.
• Advocate for Customers
• Capture, prioritize, and communicate customer feedback to Product and Engineering teams.
• Represent customer requirements and mission needs in internal discussions and product planning activities.
• Serve as the voice of the customer, ensuring federal use cases and operational requirements are understood across the organization.
• Work closely with Professional Services, Product, Engineering, Support, and Sales teams to deliver an exceptional customer experience.
• Support Retention & Growth
• Partner with Account Executives and leadership to support contract renewals, option year exercises, and expansion opportunities.
• Identify opportunities for additional product adoption and strategic growth within customer organizations.
• Maintain accurate account health, engagement, and success plans within CRM and customer success systems.

Requirements

• 5+ years of experience in Customer Success, Technical Account Management, or a related customer-facing role.
• Experience supporting U.S. Federal Government customers, including DoD, IC, DHS, or civilian agencies.
• Technical background in cybersecurity, data science, machine learning, cloud infrastructure, or enterprise security.
• Strong ability to build credibility and relationships with both technical and executive stakeholders.
• Experience managing complex customer engagements involving multiple stakeholders and mission-critical environments.
• Strong communication, presentation, and problem-solving skills.
• Self-starter who thrives in a fast-paced, high-growth environment.
• Ability to travel as needed to support customer engagements.
• BONUS POINTS
• Experience scaling Customer Success at a Series A/B startup.
• Experience working with federal acquisition processes, contract vehicles, and government program offices.
• Active or previous U.S. Government security clearance.
• Experience supporting customers within the Intelligence Community.
• Experience supporting cybersecurity or AI/ML security solutions.
• Relevant certifications such as Security+, CISSP, PMP, ITIL, Certified Customer Success Manager (CCSM), or similar.
• WHY HIDDENLAYER?
• We're moving at (what feels like) the speed of light. HiddenLayer is a venture-backed company and recently closed a $50M funding round led by M12, Microsoft's Venture Fund

Benefits

Additional Information

Location- Remote (US), DC Metro Area preferred Clearance- Active Top Secret or TS eligible strongly preferred

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