Customer Success Manager

The Opportunity 

NTS is seeking an Intel Research Analyst to serve as a Customer Success Manager to support users across various CONUS customer locations. The Customer Success Manager will support system users in their execution of Intelligence and OSINT tradecraft practices, guiding users through analytical workflows, data inquiries, and research best practices that maximize the efficiencies of the software provided. The Customer Success Manager will be the primary recipient of user feedback, suggested improvements and functional modifications as reported by the user community, to inform system improvements, and the product roadmap.

Key Responsibilities (Principal Duties and Accountabilities *Essential Functions)

• Serve as the traveling, customer-facing technical representative for deployed software
• Support various CONUS customer locations (up to 30% travel) with the primary location base being in Tampa
• Guide technical and non-technical users through complex Intelligence research workflows and tools
• Deliver training sessions, workflow demonstrations, and user onboarding
• Create training materials (manuals, power points, handouts) to support training events
• Troubleshoot user issues and coordinate fixes with internal engineering teams
• Document user challenges, best practices, and operational patterns; relay actionable feedback
• Assist with configurations, updates, and basic operational maintenance as required

Requirements

• Active Secret clearance; Active TS/SCI preferred

Education 

• Bachelor’s degree or equivalent

Required Skills, Experience & Abilities

• 7+ years relevant experience
• 3+ years in customer-facing technical roles (FSR, FDE, Solutions Engineer, Technical Trainer, or similar)
• Hands-on experience with OSINT tools, public data sources, and analytical workflows
• Ability to explain and guide users through multi-step, mission-critical workflows
• Strong troubleshooting, communication, and stakeholder management skills
• Comfort operating independently across multiple customer sites
• Assist with configurations, updates, and basic operational maintenance as required

Preferred Qualifications

• 15+ years relevant experience

Physical Demands & Work Environment

The physical demands and work environment described are representative of those that an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Ability to sit, stand, and walk for extended periods; frequent use of hands for typing.
• Flexibility to travel up to 30%
• Comfort working in lab/workshop settings with noise, temperature changes, with rotating personnel.
• Work is performed primarily in a collaboration environment with moderate to high noise levels (multiple users, audio/video calls, co-location with related teams).
• Work occurs across lab, office, and occasional field/test environments, with conditions varying by task and event requirements.
• The environment is fast-paced and deadline-driven, requiring adaptability and responsiveness to shifting priorities.
• Support may occasionally require schedule adjustments outside normal business hours to accommodate test events, customer timelines, or mission needs.
• Work may occasionally be performed in secure government facilities, requiring compliance with applicable security protocols and access procedures.

Additional information

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Equal Opportunity

All qualified applicants will receive consideration for employment without regard to sex, race, ethnicity, age, national origin, citizenship, religion, physical or mental disability, medical condition, genetic information, pregnancy, family structure, marital status, ancestry, domestic partner status, sexual orientation, gender identity or expression, veteran or military status, or any other basis prohibited by law. NTS will also consider qualified applicants with criminal histories consistent with relevant laws for employment.

For individuals with disabilities that need additional assistance at any point in the application and interview process, please email [email protected]