Customer Success Manager

At Two Six Technologies, we build, deploy, and implement innovative products that solve the world’s most complex challenges today. Through unrivaled collaboration and unwavering trust, we push the boundaries of what’s possible to empower our team and support our customers in building a safer global future.

Overview of Opportunity

Two Six Technologies is actively seeking a Customer Success Manager (CSM) to join our team. Sitting at the intersection of sales, support, and product, the CSM carries a primary mandate: ensure customers achieve their desired business outcomes, drive feature adoption, and transform satisfied users into long-term product advocates. If you have a strong background in customer relationship management, post-sale retention, and cross-functional advocacy, our growing team wants to talk to you!

This position will be Remote with occasional travel to customer sites across the U.S. This position requires less than 20% CONUS and OCONUS travel.

At Two Six Technologies, we strive to solve problems collaboratively, innovate and respond to feedback, and include, thank, celebrate, and be kind to our team members. As a valued team member, you will be surrounded by and expected to embody these values, working on your own and with your colleagues to find creative solutions and tackle challenging problems with cutting-edge technology.

The work requires an active Secret clearance with the eligibility and willingness to obtain and maintain a TS/SCI.

What You Will Do:

• Customer Success: Accelerate decision velocity to identify opportunities, isolate narrative vulnerabilities, optimize target acquisition, and orchestrate immediate campaign deployment in support of Company objectives.
• Onboarding & Adoption: Guide new customers through implementation and initial setup; create customer success plans and drive active feature usage.
• Relationship Management: Build strong relationships across multiple stakeholder levels in customer organizations; conduct regular check-ins and Executive/Quarterly Business Reviews (EBRs/QBRs).
• Retention &
  
  Risk Management:
  
  Monitor customer health metrics (usage data, support tickets, engagement signals), identify churn risks early, and manage contract renewals.
• Growth & Expansion: Identify upsell/cross-sell opportunities, track expansion revenue, and partner with sales to close expansion opportunities.
• Voice of the Customer: Relay product feedback and feature requests to Product/Engineering teams while turning satisfied customers into case studies, references, and referrals.

Understand the Information Environment:
Isolate narrative vulnerabilities and plan information operations. Leverage Two Six products driven by agentic AI and an enriched data architecture to provide insight to customers on opportunities in the non-kinetic space.

• Briefings & Strategy: Draft high-level strategic documents and present operational plans to senior military leadership, government agencies, and coalition partners.

Customer Relationships:
Represent and promote Two Six Technologies in customer engagements and explore expansion opportunities. This includes building relationships with adjacent customers to:

• Understand their requirements;
• Understand how our product and service offerings can meet those requirements;
• Grow the Two Six presence in the customer arena.

What you will need:

• Experience: 5+ years of experience in Customer Success, Account Management, or Technical Account Management within a software/technology environment.
• Relationship & Communication
  
  Skills:
  
  Proven track record of managing post-sale client relationships, conducting Business Reviews (QBRs/EBRs), and building trust across executive and technical stakeholders.
• Data-Driven Retention: Demonstrated experience tracking customer health…