Customer Success Manager, Senior

Join a culture of empowerment and connectivity.

Learn the skills you need to accelerate your career.

Discover benefits that support your life and work.

Build mission-ready tech that protects the nation.

The Opportunity:

Help customers adopt enterprise AI solutions and realize measurable business value. You will connect stakeholder goals, onboarding, training, and usage evidence to a practical plan for sustained adoption. You will establish success plans and business KPI baselines with customers, prepare enablement with delivery teams, and lead ongoing success reviews. You will use adoption dashboards, evaluation trends, and operational reports to identify barriers and coordinate improvements.

Your accountability includes adoption, customer engagement, success planning, and value realization. You will route technical defects to engineering and make structured enhancement recommendations to Product or Engineering Leadership. Due to the nature of work performed within this facility, U.S. citizenship is required.

Join us. The world can't wait.

You Have:

• Experience in customer success, enterprise technology adoption, change management, or a comparable customer-facing role
• Experience planning onboarding, training, communications, and enablement for enterprise users with different needs and levels of technical familiarity
• Experience leading customer reviews, communicating risks, coordinating follow-through, and maintaining relationships across business and technical teams
• Knowledge of agentic AI fundamentals, including automation, human oversight, solution limitations, and the distinction between technical performance and business value
• Ability to interpret usage, workflow utilization, task completion, satisfaction, and business outcome data and turn findings into adoption actions
• Ability to translate customer objectives into success plans, adoption milestones, measurable KPIs, and stakeholder engagement activities
• Ability to document customer feedback, clarify business impact, and route defects or enhancement requests to the accountable teams
• Ability to coordinate adoption handoffs with delivery teams and support expansion into use cases aligned with customer goals
• Bachelor's degree

Nice If You Have:

• Experience supporting adoption of enterprise AI, automation, cloud, or software platforms
• Experience building value dashboards, quantifying realized benefits, or evaluating adoption interventions against a baseline
• Experience with organizational change, executive stakeholder engagement, or customer-facing roadmap discussions

Compensation

At Booz Allen, we celebrate your contributions, provide you with opportunities and choices, and support your total well-being. Our offerings include health, life, disability, financial, and retirement benefits, as well as paid leave, professional development, tuition assistance, work-life programs, and dependent care. Our recognition awards program acknowledges employees for exceptional performance and superior demonstration of our values. Full-time and part-time employees working at least 20 hours a week on a regular basis are eligible to participate in Booz Allen’s benefit programs.

Individuals that do not meet the threshold are only eligible for select offerings, not inclusive of health benefits. We encourage you to learn more about our total benefits by visiting the Resource page on our Careers site and reviewing Our Employee Benefits page.

Salary at Booz Allen is determined by various factors, including but not limited to location, the individual’s particular combination of education, knowledge, skills, competencies, and experience, as well as contract-specific affordability and organizational…