AI Customer Success Engineer - TS​/SCI clearance CI Poly

AI Platform – Customer Success Engineer

Location:

McLean, VA (Onsite) Clearance Requirement:
Active TS/SCI with CI Polygraph (required)

We are seeking an AI Platform Customer Success Engineer to join a diverse, high-performing team of engineers and program professionals supporting mission-critical AI solutions. In this role, you will serve as the primary customer advocate, ensuring customers achieve measurable outcomes from our AI-powered platforms through strategic guidance, technical coordination, and relationship management.

The ideal candidate excels at identifying customer pain points, translating complex technical concepts into clear business value, and collaborating across engineering, sales, and program teams to deliver an exceptional customer experience in a classified environment.

• This role requires strong communication and collaboration skills, as the CSE must work closely with stakeholders from engineering, sales, and program management to deliver an exceptional customer experience.
• The AI Platform CSE possesses the skills required to develop long-term relationships with customers that drive loyalty, retention, and growth for the program.
• Basic understanding of AI and machine learning concepts, such as data preprocessing, model training, and deployment. They should be able to explain complex technical terms to customers in a non-technical manner.
• Effective communication is crucial for a CSE working with AI products. They should be able to articulate the value proposition of their product, address customer concerns, and provide clear explanations of features and benefits.
• Able to identify and resolve complex technical problems, work collaboratively with internal teams (e.g., engineering), and escalate critical issues when necessary.
• Many AI products rely on data to function effectively. An AI Platform CSE should have basic data analysis skills, including the ability to interpret data metrics, track customer engagement, and identify trends in usage patterns.
• Experience gathering insights from customers about their needs, pain points, and goals. The AI Platform CSE demonstrates the ability to use this information to develop targeted strategies for customer success, retention, and growth.
• A CSE should have a deep understanding of the AI product's features, functionality, and limitations. They should be able to explain how the product works, provide usage guidance, and identify potential areas for improvement.
• As our AI Platform evolves, customers may need to adapt to new features or workflows. The CSE should be able to manage these changes effectively, communicate with customers about updates, and ensure a smooth customer experience.