Customer Success Manager – Senior Manager

Customer Success Manager, Senior Manager

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:

• 10+ years of experience in customer-facing roles such as customer success, enterprise technology adoption, or change management
• 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 document customer feedback, assess business impact, and coordinate defect resolution and enhancement requests with accountable teams
• 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 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 requirements. The projected compensation range for this position is $142,900.00 to $266,000.00 (annualized USD). The estimate displayed represents the typical salary range for this position and is just one component of Booz Allen’s total compensation package for employees. This posting will close within 90 days from the Posting Date.

Identity Statement

As part of the hiring process, we will ask you to complete an identity verification process that leverages advanced biometrics and artificial intelligence to ensure authenticity and protect against identity fraud. You are expected to be on camera during interviews and assessments. We reserve the right to take your picture to verify your identity and prevent fraud.

Candidate AI Usage Policy

AI is a part of our daily work at Booz Allen, and we are committed to the responsible and ethical use of AI tools. However, we want to ensure a fair candidate process based on your own skills and knowledge. As part of this commitment, the use of artificial intelligence (AI) or other tools to assist with responses during interviews (whether in-person or virtual) is prohibited unless permission is explicitly provided.

Work Model
Our people-first culture prioritizes the benefits of collaboration. To support engagement and effective communication, employees working virtually are generally expected to have their cameras on during meetings.

• Remote: If this position is listed as remote, there may still be occasions when you are required to work in person at a Booz Allen or customer facility.
• Hybrid: If this position is listed as hybrid, you will be expected to work from a Booz Allen or customer facility, in alignment with your leadership's expectations and the needs of the role.
• Onsite: If this position is listed as onsite, work will primarily be performed full-time at a customer facility, where employees will collaborate directly with colleagues and customers as required by the role.

Commitment to Non-Discrimination

All qualified applicants will receive consideration for employment without regard to disability, status as a protected veteran or any other status protected by applicable federal, state, local, or international law.