AI Platform Customer Success Manager (TS/SCI) - On-site

Modern Government Solutions; McLean (VA); On-site; USD 120,000 - 150,000; Full time

Job summary

Modern Government Solutions (MGS) is seeking an AI Platform - Customer Service Manager to serve as the primary customer-facing partner for mission-critical AI platform solutions. This role builds trusted relationships, understands customer goals, and ensures successful adoption and ongoing use of AI-enabled infrastructure.

You will coordinate with engineering, product, and program teams to deliver a seamless customer experience.

Qualifications

• Active DoD TS/SCI clearance with CI Polygraph is required.
• DoD 8570 Security+ CE or equivalent certification required.
• Proven ability to nurture long-term customer relationships in technical environments.
• Ability to translate AI/ML concepts for non-technical stakeholders.
• Experience guiding customers through platform changes and deployments.

Responsibilities

• Serve as primary customer-facing contact for AI platform users to drive adoption and retention.
• Collaborate with engineering, product, and program teams to coordinate support.
• Translate complex AI/platform concepts into clear guidance for stakeholders.
• Coordinate troubleshooting and resolve issues with cross-functional teams.
• Track issues, escalate risks, and ensure timely resolutions.
• Analyze usage data to identify trends and inform success strategies.
• Provide feedback to product teams for platform improvements.
• Support customers during updates and workflow changes.
• Travel up to 20% to customer sites and data centers.

Skills

DoD TS/SCI clearance with CI Polygraph

DoD 8570 Security+ CE

Customer relationships

Clear AI/ML concepts

Communicate with stakeholders

Troubleshoot issues

Analyze usage metrics

Feedback synthesis

Platform-based products

Product deployments

Travel up to 20%

Job description

Modern Government Solutions (MGS) is seeking an AI Platform - Customer Service Manager to serve as the primary customer-facing partner for mission-critical AI platform solutions. This role builds trusted relationships, understands customer goals, and ensures successful adoption and ongoing use of AI-enabled infrastructure.

You will coordinate with engineering, product, and program teams to deliver a seamless customer experience.