Customer Success Manager

Two Six Technologies; United States; Remote; USD 90,000 - 130,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

Retirement Benefits

Paid Leave

Tuition Assistance

Job summary

Two Six Technologies is seeking a Customer Success Manager to join a remote team with occasional travel across the U.S. The role blends sales, support, and product to ensure customers achieve outcomes, adopt features, and become advocates.

A Secret clearance with TS/SCI eligibility is required. Responsibilities include onboarding, adoption, relationship management, renewals, and collaboration with Product and Engineering.

Qualifications

• 5+ years in Customer Success, Account Management, or TAM in software/tech.
• Proven ability to manage post-sale relationships and renewals.
• Strong communication with executive and technical stakeholders.
• Data-driven retention and renewal strategies.

Responsibilities

• Accelerate decision velocity to identify opportunities and drive adoption.
• Onboard new customers and develop success plans.
• Build relationships across multiple stakeholder levels and conduct regular reviews.
• Monitor customer health metrics and manage renewals.
• Identify expansion opportunities and partner with sales.
• Relay product feedback to Product/Engineering and create customer-case studies.

Skills

Customer Success

Account Management

Technical Account Management

Education

Bachelor's degree

Tools

Gainsight

ChurnZero

Salesforce

Job description

At Two Six Technologies, we build, deploy, and implement innovative products that solve the world’s most complex challenges today. Through unrivaled collaboration and unwavering trust, we push the boundaries of what’s possible to empower our team and support our customers in building a safer global future.

Overview of Opportunity

Two Six Technologies is actively seeking a Customer Success Manager (CSM) to join our team. Sitting at the intersection of sales, support, and product, the CSM carries a primary mandate: ensure customers achieve their desired business outcomes, drive feature adoption, and transform satisfied users into long-term product advocates. If you have a strong background in customer relationship management, post-sale retention, and cross-functional advocacy, our growing team wants to talk to you!

This position will be Remote with occasional travel to customer sites across the U.S. This position requires less than 20% CONUS and OCONUS travel.

At Two Six Technologies, we strive to solve problems collaboratively, innovate and respond to feedback, and include, thank, celebrate, and be kind to our team members. As a valued team member, you will be surrounded by and expected to embody these values, working on your own and with your colleagues to find creative solutions and tackle challenging problems with cutting-edge technology.

The work requires an active Secret clearance with the eligibility and willingness to obtain and maintain a TS/SCI.

What You Will Do:

• Customer Success: Accelerate decision velocity to identify opportunities, isolate narrative vulnerabilities, optimize target acquisition, and orchestrate immediate campaign deployment in support of Company objectives.
• Onboarding & Adoption: Guide new customers through implementation and initial setup; create customer success plans and drive active feature usage.
• Relationship Management: Build strong relationships across multiple stakeholder levels in customer organizations; conduct regular check-ins and Executive/Quarterly Business Reviews (EBRs/QBRs).
• Retention & Risk Management: Monitor customer health metrics (usage data, support tickets, engagement signals), identify churn risks early, and manage contract renewals.
• Growth & Expansion: Identify upsell/cross-sell opportunities, track expansion revenue, and partner with sales to close expansion opportunities.
• Voice of the Customer: Relay product feedback and feature requests to Product/Engineering teams while turning satisfied customers into case studies, references, and referrals.

Understand the Information Environment: Isolate narrative vulnerabilities and plan information operations. Leverage Two Six products driven by agentic AI and an enriched data architecture to provide insight to customers on opportunities in the non-kinetic space.

• Briefings & Strategy: Draft high-level strategic documents and present operational plans to senior military leadership, government agencies, and coalition partners.

Customer Relationships: Represent and promote Two Six Technologies in customer engagements and explore expansion opportunities. This includes building relationships with adjacent customers to:

• Understand their requirements;
• Understand how our product and service offerings can meet those requirements;
• Grow the Two Six presence in the customer arena.

What you will need:

• Experience: 5+ years of experience in Customer Success, Account Management, or Technical Account Management within a software/technology environment.
• Relationship & Communication Skills: Proven track record of managing post-sale client relationships, conducting Business Reviews (QBRs/EBRs), and building trust across executive and technical stakeholders.
• Data-Driven Retention: Demonstrated experience tracking customer health metrics, running retention playbooks, and managing renewals.
• Cross-Functional Collaboration: Demonstrated ability to act as the "Voice of the Customer", collaborating directly with Product, Engineering, and Sales teams.
• Education: Bachelor’s degree in Business, Communications, Computer Science, or a related field (or equivalent practical experience).
• Travel: Ability and willingness to travel up to 10% CONUS and OCONUS
• Professional Skills:
  • Knowledge of technologies and data used in the information advantage domain, including any of the following: PAI, data collection and analytics, natural language processing, AI, including machine learning, ad tech, mobile technology, and/or telecommunications.
  • Excellence in communicating, including written and verbal.
  • Ability to collaborate across teams, especially within a distributed team.
  • Ability and willingness to learn new things, particularly new technology.
  • Ability to operate independently. A self-starter.
  • Excellent analytic skills.
  • Ability to combine quantitative and qualitative analysis to generate insight.
• Clearance: Active Secret clearance with the eligibility and willingness to obtain and maintain a TS/SCI

What we’d love you to have:

• Experience in the information advantage domain, including best tradecraft practices.
• Experience providing mission support through product licenses, not just services.
• Experience working with government, defense, or federal technology programs.
• Direct ownership of renewal quotas or expansion/upsell revenue KPIs.
• Familiarity with Customer Success software platforms (e.g., Gainsight, ChurnZero) and CRM tools (e.g., Salesforce).

Clearance Requirements:

• Active Secret clearance with the eligibility and willingness to obtain and maintain a TS/SCI

#LI-MS1

Two Six Technologies is committed to providing competitive and comprehensive compensation packages that reflect the value we place on our employees and their contributions. We believe in rewarding skills, experience, and performance.

• medical, dental, and vision insurance
• life and disability insurance
• retirement benefits
• paid leave
• tuition assistance and professional development

The projected salary range listed for this position is annualized. This is a general guideline and not a guarantee of salary. Salary is one component of our total compensation package and the specific salary offered is determined by various factors, including, but not limited to education, experience, knowledge, skills, geographic location, as well as contract specific affordability and organizational requirements.

Two Six Technologies is an Equal Opportunity Employer and does not discriminate in employment opportunities or practices based on race (including traits historically associated with race, such as hair texture, hair type and protective hair styles (e.g., braids, twists, locs and twists)), color, religion, national origin, sex (including pregnancy, childbirth or related medical conditions and lactation), sexual orientation, gender identity or expression, age (40 and over), marital status, disability, genetic information, and protected veteran status or any other characteristic protected by applicable federal, state, or local law. For more information review the Two Six Technologies Equal Employment Opportunity and Affi

If you are an individual with a disability and would like to request reasonable workplace accommodation for any part of our employment process, please send an email to [e-mail] . Information provided will be kept confidential and used only to the extent required to provide needed reasonable accommodations.

Additionally, please be advised that this business uses E-Verify in its hiring practices.

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey.Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiringprocess or thereafter. Any information that you do provide will be recorded and maintained in aconfidential file.

As set forth in Two Six Technologies’s Equal Employment Opportunity policy,we do not discriminate on the basis of any protected group status under any applicable law.

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection.As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measurethe effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categoriesis as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.