As our Principal Customer Success Manager, you will manage and expand Primer’s work with U.S. national security customers, particularly within the U.S. Intelligence Community and Department of Defense.  Our Customer Success team is highly cross-functional, working with our product, sales, marketing, and finance/contracting team to ensure that we deliver the optimum post-sales experience to our customers.

Primer is made up of individuals with a deep knowledge of government customers, in particular, the IC and DoD. Customer Success Managers are charged with ensuring customer mission impact by deepening customer relationships, seeking opportunities to strengthen customer usage and satisfaction, and driving product development by channeling customer feedback back to Primer’s product and engineering teams.

Working closely with Primer’s broader Go-to-Market team, you will interface with senior officials and end users at customer organizations to understand their challenges and identify opportunities for Primer’s applications to support their needs. Our goal is to help design and deliver AI-driven, mission-essential tools to the IC, DoD, and other government customers.

Role Responsibilities - How You Will Make an Impact 

• As the customer’s trusted advisor you will partner with the customer to align use case development to requirements, mission objectives, and long-term agency strategies.
• Partner with customers to develop training and enablement plans, lunch and learns, and other customer engagement activities that align with customer use cases.
• Understand when to leverage Primer’s internal teams to enhance customer outcomes such as engineering, product, and the executive team.
• Regularly meet with customers to set appropriate expectations, address customer goals, determine target dates, timelines, manage customer tasks, and provide regular project updates during the onboarding and implementation phase of the customer lifecycle.
• Maintain a deep understanding of the product and speak with customers about the most relevant features/functionality for their specific business needs.
• Partner with our product management and engineering teams to identify and prioritize feature development based on customer feedback.
• Collaborate cross-functionally with Sales, Product, Marketing, and Finance/Contracting, championing customer priorities and improvement opportunities, including influencing client success initiatives within the product roadmap.
• Collect and analyze data, and make recommendations within the business to drive improvements for our customers.

Relevant Skills and Experience:

• Minimum of ten years’ management experience in leading customer success, engagement manager, senior consulting roles, or equivalent experience
• Ability to influence without authority 
• Excellent communication skills 
• Strong Public Sector network and familiarity with delivering customer success to government customers
• Understanding of Public Sector procurement frameworks and mechanisms
• Expertise within a specific Public Sector vertical at high growth companies/organizations
• Demonstrated experience in data analytics to improve quality, increase customer satisfaction and drive down cost
• Understanding of the software development lifecycle, machine learning, natural language processing

The annual cash compensation range for this position is US$235,000 to US$260,000.  Final compensation will be determined based on experience and skills and may vary from the range listed above.