Customer Success Manager (Federal)

TL;DR

Customer Success Manager (Federal): Managing post-sale relationships and solution adoption for federal government accounts with an accent on digital forensics and investigative intelligence. Focus on driving customer retention, identifying growth opportunities, and aligning technical capabilities with mission-critical objectives.

Location: Remote (USA). Must be a US Citizen with Active Government Clearance or ability to obtain one. Travel up to 50% (Conus/Oconus) is expected.

Company

hirify.global is an AI-powered digital intelligence company providing forensic and investigative solutions to public safety and intelligence agencies globally to accelerate justice.

What you will do

• Serve as the primary post-sale contact for federal accounts, aligning solutions with mission objectives and operational requirements.
• Lead onboarding and enablement initiatives to accelerate customer value realization and increase solution utilization.
• Monitor customer health and usage trends (NPS, GRR, NRR) to proactively mitigate risks and drive success plans.
• Collaborate with Sales, R&D, and Product teams to act as the voice of the customer and provide market insights.
• Identify growth opportunities within accounts and generate Customer Success Qualified Leads (CSQLs).
• Lead digital intelligence workshops and represent the company at industry forums and conferences.

Requirements

• 3–5 years of experience in Customer Success or other customer-facing roles.
• US Citizenship and Active Government Clearance or the ability to obtain one.
• Experience supporting federal law enforcement, intelligence, defense, or homeland security agencies.
• Familiarity with digital forensics, cybersecurity, and investigative technologies.
• Proficiency with CRM platforms like Salesforce and customer success platforms like Gainsight.
• Strong skills in critical thinking, data-informed decision making, and stakeholder alignment.

Culture & Benefits

• Fully remote work arrangement.
• Opportunity to work on mission-critical technology that directly contributes to protecting and saving lives.
• Collaborative cross-functional environment involving R&D and Product teams.
• Inclusive workplace as an equal opportunity and affirmative action employer.