Customer Success Manager - AI Platform - TS/SCI clearance with CI Poly

PGTEK; McLean (VA); On-site; USD 155,000 - 185,000; Full time

Benefits offered by this job

Comprehensive medical coverage

Matching 401(k) plan

Generous PTO and Holidays

Education Assistance Program

Job summary

A consulting organization is seeking a Customer Success Manager for their AI Platform in McLean, VA. The role involves building customer relationships, addressing technical challenges, and managing customer success strategies in a classified environment. Candidates must have an active TS/SCI clearance and strong communication skills, alongside a solid understanding of AI fundamentals. A comprehensive benefits package is available, making this an enticing opportunity.

Qualifications

• Experience managing customer relationships in a technical or consulting capacity.
• Ability to explain complex technical concepts in plain language.
• Experience working with AI data preprocessing, model training, and deployment.

Responsibilities

• Build and maintain long-term customer relationships.
• Act as the primary point of contact for customers.
• Communicate the value proposition of AI solutions effectively.
• Collaborate with engineering, sales, and program management teams.
• Identify and troubleshoot technical challenges.
• Track customer engagement and usage metrics.

Skills

Strong customer-facing communication skills

Problem-solving skills

Organizational skills

Working knowledge of AI and machine learning fundamentals

Job description

Customer Success Manager - AI Platform - TS/SCI clearance with CI Poly

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This range is provided by PGTEK. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

$155,000.00 / yr - $185,000.00 / yr

Job Details

Job Title: AI Platform - Customer Success Manager

Location: McLean, VA (Onsite)

Clearance Requirement: Active TS/SCI with CI Polygraph (required)

Position Summary

We are seeking an AI Platform Customer Success Manager (CSM) to join a diverse, high-performing team of engineers and program professionals supporting mission‑critical AI solutions. In this role, you will serve as the primary customer advocate, ensuring customers achieve measurable outcomes from our AI‑powered platforms through strategic guidance, technical coordination, and relationship management.

The ideal candidate excels at identifying customer pain points, translating complex technical concepts into clear business value, and collaborating across engineering, sales, and program teams to deliver an exceptional customer experience in a classified environment.

Key Responsibilities

• Build and maintain long‑term customer relationships that drive loyalty, retention, and program growth.
• Act as the primary point of contact for customers, proactively identifying risks, challenges, and opportunities for improvement.
• Communicate the value proposition of AI solutions clearly and effectively to both technical and non‑technical stakeholders.
• Collaborate closely with engineering, sales, and program management teams to resolve issues, coordinate enhancements, and ensure customer success.
• Identify, troubleshoot, and help resolve complex technical challenges; escape critical issues when necessary.
• Gather customer feedback, insights, and requirements to inform customer success strategies and product improvements.
• Guide customers through platform updates, new features, and workflow changes to ensure smooth adoption and continued success.
• Track customer engagement, usage metrics, and trends to measure success and identify opportunities for optimization.

Requirements

• Active TS/SCI clearance with CI Polygraph (mandatory).
• Strong customer‑facing communication skills with the ability to explain complex technical concepts in plain language.
• Working knowledge of AI and machine learning fundamentals, such as:
• Data preprocessing
• Model training
• Model deployment
• Ability to analyze basic data metrics and usage patterns to assess customer engagement and success.
• Proven problem‑solving skills and experience working cross‑functionally with technical teams.
• Strong organizational skills with the ability to manage multiple customer priorities in a fast‑paced environment.

Preferred Qualifications

• Prior experience supporting AI, data analytics, or platform‑based products.
• Experience in a customer success, technical account management, or solutions‑oriented role.
• Familiarity with federal or intelligence community customers and mission environments.

Benefits

Our comprehensive benefits package for full‑time salaried employees is effective immediately upon the start date. Benefits include comprehensive PPO medical coverage with access to a Health Savings Account (HSA) option, a vision plan, and dental insurance with the base dental plan option paid for by PGTEK. Life Insurance, Short and Long‑Term disability, and Critical Illness insurance have premiums covered. Additionally, PGTEK offers a matching 401(k) plan and a discount on pet insurance through ASPCA Pet Insurance. An Employee Assistance Program is available at no cost to all employees. PGTEK offers a generous amount of PTO and Holidays, and an Education Assistance Program is available after 12 months of employment.

About PGTEK

PGTEK is a true consulting organization dedicated to helping clients achieve their business and technology objectives utilizing our decades of experience and business relationships. PGTEK invests in the educational advancements of our staff by providing the necessary resources to complete Professional and Business Certifications. Our company is our people, and we treat them like family.

EOE, including disability/veterans