Customer Success Manager

NTS is seeking an Intel Research Analyst to serve as a Customer Success Manger (CSM) to support users across various CONUS customer locations. The CSM will support system users in their execution of Intelligence and OSINT tradecraft practices, guiding users through analytical workflows, data inquiries, and research best practices that maximize the efficiencies of the software provided. The CSM will be the primary recipient of user feedback, suggested improvements and functional modifications as reported by the user community, to inform system improvements, and the product roadmap

NTS is seeking an Intel Research Analyst to serve as a Customer Success Manger (CSM) to support users across various CONUS customer locations. The CSM will support system users in their execution of Intelligence and OSINT tradecraft practices, guiding users through analytical workflows, data inquiries, and research best practices that maximize the efficiencies of the software provided. The CSM will be the primary recipient of user feedback, suggested improvements and functional modifications as reported by the user community, to inform system improvements, and the product roadmap

• Serve as the traveling, customer-facing technical representative for deployed software
• Support various CONUS customer locations (up to 25% travel).
• Guide technical and non-technical users through complex Intelligence research workflows and tools
• Deliver training sessions, workflow demonstrations, and user onboarding
• Create training materials (manuals, power points, handouts) to support training events
• Troubleshoot user issues and coordinate fixes with internal engineering teams
• Document user challenges, best practices, and operational patterns; relay actionable feedback
• Assist with configurations, updates, and basic operational maintenance as required

• Active Secret clearance;
  Active TS/SCI preferred

• Bachelor’s degree or equivalent

• 10+ years relevant experience
• 3+ years in customer-facing technical roles (FSR, FDE, Solutions Engineer, Technical Trainer, or similar)
• Hands-on experience with OSINT tools, public data sources, and analytical workflows
• Ability to explain and guide users through multi-step, mission-critical workflows
• Strong troubleshooting, communication, and stakeholder management skills
• Comfort operating independently across multiple customer sites
• Assist with configurations, updates, and basic operational maintenance as required

• 12+ years relevant experience

• Ability to sit, stand, and walk for extended periods; frequent use of hands for typing.
• Flexibility to travel up to 25%
• Comfort working in lab/workshop settings with noise, temperature changes, with rotating personnel.
• Work is performed primarily in a collaboration environment with moderate to high noise levels (multiple users, audio/video calls, co-location with related teams).
• Work occurs across lab, office, and occasional field/test environments, with conditions varying by task and event requirements.
• The environment is fast-paced and deadline-driven, requiring adaptability and responsiveness to shifting priorities.
• Support may occasionally require schedule adjustments outside normal business hours to accommodate test events, customer timelines, or mission needs.
• Work may occasionally be performed in secure government facilities, requiring compliance with applicable security protocols and access procedures.

• This is a hybrid position based in either Northern, VA or Washington, DC

The base salary range for this position is $140,000-$175,000.

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