Customer Success Manager- Federal

HiddenLayer is a cybersecurity company focused on protecting technologies from adversarial AI attacks. The Customer Success Manager will serve as the primary post-sales relationship owner for federal customers, ensuring successful adoption and operationalization of HiddenLayer solutions while advocating for customer needs.

Responsibilities:

• Serve as the primary point of contact for a portfolio of federal customers throughout the customer lifecycle
• Coordinate customer engagements to ensure commitments, deliverables, and key objectives are completed on schedule, while maintaining accurate engagement records and status reporting
• Conduct regular business reviews, success planning sessions, and customer health assessments
• Coordinate customer communications during product updates, releases, and service-impacting events
• Develop a deep understanding of customer missions, priorities, and operational environments
• Partner with customers to ensure successful onboarding, deployment, adoption, and ongoing use of HiddenLayer solutions
• Monitor customer health and proactively mitigate risks that could impact customer success, satisfaction, or renewal
• Coordinate internally to resolve customer issues and remove barriers to adoption
• Capture, prioritize, and communicate customer feedback to Product and Engineering teams
• Represent customer requirements and mission needs in internal discussions and product planning activities
• Serve as the voice of the customer, ensuring federal use cases and operational requirements are understood across the organization
• Work closely with Professional Services, Product, Engineering, Support, and Sales teams to deliver an exceptional customer experience
• Partner with Account Executives and leadership to support contract renewals, option year exercises, and expansion opportunities
• Identify opportunities for additional product adoption and strategic growth within customer organizations
• Maintain accurate account health, engagement, and success plans within CRM and customer success systems

Requirements:

• 5+ years of experience in Customer Success, Technical Account Management, or a related customer-facing role
• Experience supporting U.S. Federal Government customers, including DoD, IC, DHS, or civilian agencies
• Technical background in cybersecurity, data science, machine learning, cloud infrastructure, or enterprise security
• Strong ability to build credibility and relationships with both technical and executive stakeholders
• Experience managing complex customer engagements involving multiple stakeholders and mission-critical environments
• Strong communication, presentation, and problem-solving skills
• Self-starter who thrives in a fast-paced, high-growth environment
• Ability to travel as needed to support customer engagements
• Experience scaling Customer Success at a Series A/B startup
• Experience working with federal acquisition processes, contract vehicles, and government program offices
• Active or previous U.S. Government security clearance
• Experience supporting customers within the Intelligence Community
• Experience supporting cybersecurity or AI/ML security solutions
• Relevant certifications such as Security+, CISSP, PMP, ITIL, Certified Customer Success Manager (CCSM), or similar