Customer Success Lead

Overview

Silver Edge is a premier provider of innovative cyber, software, and intelligence solutions, addressing mission‑critical challenges for the Department of Defense (DoD), Intelligence Community (IC), and beyond. We are dedicated to delivering impactful results to meet mission goals through cutting‑edge technology and expertise. We are seeking a Customer Success Lead to join our dynamic team. This individual will play a pivotal role in developing innovative and effective solutions for our DoD customers within the IC sector.

The Customer Success Lead shall establish and continuously drive an industry‑leading standard of excellence in user experience and customer success, meticulously harnessing the power of cutting‑edge data, analytic, and AI and business analytics technologies across all mission activity platform. The Customer Success Lead shall accelerate the adoption of data‑driven analytics, AI, and decision making across the DoD. The Customer Success Lead shall work with the PM and Chief Architect/Engineer to advocate for improvements that will improve customer satisfaction.

• Possess a minimum of an active TS security clearance with SCI eligibility.
• Possess experience analyzing high‑tech systems, identifying improvements and advocating for changes that positively affect customer outcomes.
• Possess experience improving customer success for high‑tech platforms involving data analytics, AI/ML or decision support systems.

• Possess experience conducting Customer Relationship Management (CRM) using at least one commercial CRM capability.
• Possess experience in planning and designing communications strategies for a large organization.
• Possess experience in designing and delivering knowledge management documents and customer training courses either in person or online.
• Possess experience in using at least one commercial Content Management System (CMS).
• Possess a Bachelor’s Degree in a related discipline (e.g., Human Factors, Engineering, Computer Science, Sociology).

Silver Edge Government Solutions was founded on the belief that nurturing talent and collaborating closely with our customers enables us to think big and deliver the best for our country. Our mission is to bring top technology talent together to solve the world’s most challenging problems while protecting the United States and our allies. Silver Edge Government Solutions, LLC is an Equal Opportunity Employer and applicants receive lawful consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.