Senior Federal Customer Success Specialist

SynMax; San Diego (CA); On-site; USD 90,000 - 150,000; Full time

Job summary

SynMax, a geospatial intelligence company, seeks an experienced customer success specialist to own the relationship with a priority U.S. federal customer.

You’ll be the day-to-day contact and advocate, ensuring reliable data and a responsive team. You’ll run recurring technical meetings, monitor data delivery, onboard and train government users, and feed insights back to Product, Engineering and BD through Jira and the roadmap.

Qualifications

• 4–5+ years in customer success or data analytics support for an analytics product.
• Experience supporting U.S. government customers (DoD or IC).
• Based near San Diego, U.S. citizen, and eligible for security clearance.
• Strong ownership and proactive problem-solving.
• Ability to explain complex issues clearly in writing and speaking.

Responsibilities

• Own day-to-day delivery and relationships for a federal account and scale to more accounts.
• Lead recurring technical meetings: agendas, read-aheads, action tracking, status reports.
• Monitor data delivery and coordinate with data science, engineering, and Intel teams; update customer.
• Handle support requests, user access, onboarding, training for government users.
• Capture customer learnings to inform Product, Engineering, and BD via Jira and roadmap.
• Maintain contract scope awareness and escalate changes to BD/Legal.
• Collaborate with Federal BD, Intelligence, Product, Legal, Security; identify expansion opportunities (API, Atlas).
• Keep clean account records and health reporting in HubSpot.

Skills

Customer success

Account management

Technical writing

Stakeholder communication

Security clearance

HubSpot

Jira

Confluence

Tools

HubSpot

Jira

Confluence

Job description

About SynMax, Inc.

SynMax is a geospatial intelligence company. We combine satellite imagery, vessel‑tracking and signals data with proprietary machine learning and trained analysts to produce finished intelligence on activity in places where it’s hard to see what’s happening.

Our products are Theia for maritime intelligence, Hyperion, Vulcan and Leviaton for energy and infrastructure intelligence, and Atlas, our agentic analytics platform. They’re used by government, defense and intelligence organizations, as well as commercial energy traders and financial institutions.

Founded in 2021, we’re around 130 people across the U.S. and UK, with offices in Houston, London and Washington, D.C. We’re a small, fast‑moving company where people own their work and stay close to the customers they serve.

SynMax’s Theia platform delivers maritime intelligence to government, energy and commercial customers. We’re looking for an experienced customer success specialist to own our relationship with a priority U.S. federal customer. You’ll be their day‑to‑day point of contact and their advocate inside SynMax, making sure they get reliable data and a responsive team. As our federal portfolio grows, you’ll take on additional federal accounts.

What you’ll do

• Own day‑to‑day delivery and the relationship for a priority federal account, and take on further federal accounts as the portfolio grows
• Prepare for and run recurring technical meetings with the customer: agendas, read‑aheads, action tracking and status reporting
• Monitor data delivery and be first point of contact for issues, coordinating with data science, engineering and Intel and keeping the customer informed
• Handle support requests, user access, onboarding and training for government users
• Understand the mission and the people behind each request, and feed what you learn into Product, Engineering and BD through Jira and the roadmap
• Know the scope of the customer’s agreement and elevate scope questions to BD and Legal instead of committing
• Work with Federal BD, Intelligence, Product, Legal and Security, and flag opportunities to expand use, including API and Atlas (our agentic analytics platform)
• Keep clean account records and health reporting in HubSpot

Must have

• 4–5+ years in customer success, technical account management, program support or customer‑facing analysis for a data or analytics product
• Direct experience supporting U.S. government customers, ideally DoD or the Intelligence Community
• Based within reach of San Diego, U.S. citizen, and eligible for a security clearance
• Strong ownership: you say “I flagged, I fixed”, not “it was passed on”
• Able to explain technical issues in plain English, in writing and live
• Self‑directed and comfortable in a start‑up where someone sets a direction and lets you run

Nice to have

• Active Secret‑level or higher clearance
• Maritime, AIS, satellite imagery or GIS/Esri experience (a plus, not a requirement)
• Familiarity with Navy program offices or the San Diego defense community
• Experience with TEMs, OTAs, CSOs, CRADAs or SBIR‑style contract mechanics
• HubSpot, Jira, Confluence and comfort with AI tools