Customer Success Manager- National Security & Industry

Janes; Arlington (VA); On-site; USD 72,000 - 154,000; Full time

Job summary

A leading information services company is looking for a Customer Success Manager to enhance client experiences within the National Security & Industry sectors. This role involves onboarding new clients, optimizing their usage of company platforms, and ensuring satisfaction throughout the customer lifecycle. The successful candidate will drive growth opportunities, capture customer feedback, and maintain a trusted advisor status with clients, requiring excellent communication and relationship-building skills.

Benefits

15 days vacation

9 days flexible time off

12 paid holidays

Paid parental leave

Health insurance (medical, dental, vision)

401k retirement plan with company match

Company paid life and disability insurance

Volunteering time

Weekly fresh fruit delivery

Qualifications

• Persistent customer-centric proactivity.
• Proven ability to influence decision-makers and c-level executives.
• Detail-oriented with a drive to resolve challenges.

Responsibilities

• Pro-actively discover and develop opportunities for growth within customers.
• Deliver customer platform onboarding and oversee implementation.
• Drive customer training and user optimisation for platforms.

Skills

Customer-centric proactivity

Excellent communication skills

Presentation skills

Ability to influence decision-makers

Education

Experience within National Security or Defence sectors

Experience working in office and remote environments

Job description

Customer Success Manager- National Security & Industry

Join to apply for the Customer Success Manager- National Security & Industry role at Janes

Customer Success Manager- National Security & Industry

Join to apply for the Customer Success Manager- National Security & Industry role at Janes

Direct message the job poster from Janes

Global Talent Acquisition Director at Janes with expertise in relationship building

Janes empowers military, government, and defense leaders to act with confidence in an increasingly complex world. Our trusted defense, security, and geopolitical information delivered through seamless digital platforms and system integrations—turns overwhelming data into clear, actionable intelligence and insight. By filling critical information gaps, Janes helps customers analyze threats, accelerate decisions, and stay ahead of emerging challenges

The Customer Success Manager will be responsible for pro-actively driving value for our customers through seamless onboarding and ongoing optimisation and training, throughout our customer lifecycle. In doing so, ensuring Janes content, data and services are being utilised by the user community in the best possible manner for both Janes and the customer. The CSM will ensure a ‘Trusted Advisor’ position is achieved and maintained, through which they will provide our customers with a best-in-class customer experience. This is a client-facing, commercial role. The CSM will play a critical role throughout the customer lifecycle driving revenue retention and pro-active growth in pursuit of our NRR goals.

How you will contribute at Janes

You will establish and maintain your role as a commercial ‘Trusted Advisor’ for your customers.

• You will work to pro-actively discover and develop opportunities for growth within your customers.

• You will drive and capture customer testimonials and case-studies.

• You will deliver customer platform onboarding and coordinate the customer through their implementation (API), delivered by our Solutions department.

• You will be responsible for driving customer training and user optimisation for given platforms, solutions and content.

• You will develop and maintain an engaged customer community throughout customer lifecycle, aligned with the customer objectives established within both the original sale and during subsequent customer evolution.

• You will capture in-depth qualitative and quantitative feedback from your customers, relaying it through the appropriate channels.

• You will pro-actively facilitate the testing of new products and development of existing products in conjunction with colleagues from Janes Product & Solutions Department, where appropriate within your customer-base.

• Continually drive pro-active customer discovery to better understand evolving customer usage and need.

• You will partner with Marketing to drive user awareness campaigns where appropriate within your customer-base.

The ideal skills and experience for this role are:

• Persistent customer-centric pro-activity
• Previous experience within a data services provider an advantage
• Previous experience within National Security, Intelligence Community and/or
• Defence sectors an advantage
• Excellent communication and presentation skills both in-person and virtually
• Proven ability to influence decision-makers and c-level executives
• Detail-orientated with a drive to investigate and resolve challenges Proven track record of building and cultivating relationships with internal and external stakeholders, driving decisions collaboratively and ensuring follow-through
• Ability to travel up to 30%
• Experience working in both an office and remote environment
• 15 days vacation
• 9 days flexible time off
• 12 paid holidays
• Paid parental leave
• Health insurance (medical, dental and vision)
• 401k retirement plan with company match and immediate vesting
• Company paid life and disability insurance
• Healthy Half
• Volunteering time
• Weekly fresh fruit delivery (we just started this and people are liking it)!

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Customer Service

• Industries

  Information Services

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