Technical Customer Success Manager at Sentry | New York City

Join Rogo's MissionAt Rogo, we are revolutionizing the landscape of financial analysis with the power of artificial intelligence. Our goal is to equip finance professionals from leading investment banks, private equity funds, and investment firms with AI that provides exceptional speed, precision, and insights. We are not merely enhancing financial workflows…

Why Join Rogo?At Rogo, we are pioneering Wall Street's first authentic AI analyst. Our mission is to empower finance professionals at the leading investment banks, private equity funds, and investment firms worldwide with AI that offers unmatched speed, accuracy, and insights. We're not merely enhancing financial workflows; we're revolutionizing them from the ground up.This is an exceptional opportunity to become a part of a groundbreaking company at a pivotal moment. With a rapidly expanding client base, validated product-market fit, and support from top-tier investors, we are quickly scaling and defining a new category in enterprise AI.Our team is intelligent, driven, and deeply dedicated to our mission. We operate with intensity, take ownership of challenging problems, and maintain an unwavering focus on our users. If you excel in a fast-paced environment, seek excellence, and aspire to help shape the future of finance, we welcome you to be a part of our journey.The RoleWe are in search of a Staff Platform Engineer to define and steer the technical direction of our platform as we scale to 10x our enterprise customer base.This role is hands-on and impactful, responsible for architecture, reliability, and developer experience across our Kubernetes-based infrastructure. You will tackle complex technical challenges, elevate the engineering standards through your work, and serve as a vital technical partner to product engineers across the organization.

Why Choose Rogo?At Rogo, we are at the forefront of redefining the financial landscape with our groundbreaking AI analyst. Our vision is to empower finance professionals across the globe—from elite investment banks to private equity firms—by providing AI solutions that offer unprecedented speed, accuracy, and insights. We are not merely enhancing financial workflows; we are reinventing them entirely.Joining Rogo is a unique opportunity to be part of a transformative company during a pivotal moment. With a rapidly expanding clientele, a validated product-market fit, and support from distinguished investors, we are poised for swift growth and are setting new benchmarks in the enterprise AI sector.Our team is composed of highly skilled, driven individuals who are passionately committed to our mission. We work with high intensity, own complex challenges, and maintain an unwavering focus on our users. If you excel in a dynamic environment, strive for excellence, and are eager to help shape the future of finance, we welcome you to be part of our journey.

Why Choose Rogo?At Rogo, we are pioneering Wall Street's first true AI analyst. Our mission is to equip finance professionals at the world's leading investment banks, private equity firms, and investment institutions with AI that offers unmatched speed, precision, and insights. We are not merely enhancing financial workflows; we are revolutionizing them completely.This is a rare chance to become part of a transformative company at a pivotal moment. With a rapidly expanding client base, proven product-market fit, and support from top-tier investors, we are growing swiftly and establishing a new category in enterprise AI.Our team is intelligent, driven, and deeply dedicated to our mission. We operate with intensity, take ownership of complex challenges, and maintain a relentless focus on our users. If you thrive in a dynamic environment, seek excellence, and aspire to help shape the future of finance, we encourage you to apply.Your ResponsibilitiesYou will be in charge of the design system, ensuring delightful interactions, and serving as the Polish Czar of Rogo. Your role involves close collaboration with design and engineering teams to elevate the craftsmanship of Rogo's products. You will set the standard for quality in our deliverables.We believe that the product layer is essential to winning in this market, and thus, creating a product that our users genuinely love presents a significant opportunity to stand out in institutional finance. The finance sector is not accustomed to using software that is beautifully designed and meticulously crafted. We can change that.Serve as the Polish Czar at Rogo - add the final touches that create a cohesive and beautiful user experience.Own the design system and work closely with design and engineering in Figma and Code to maintain and continuously enhance it.Conceptualize and implement moments of delight throughout the web and product experience.Continue to cultivate a high-quality, high-craft culture at Rogo.Your QualificationsYou should have a strong passion and experience in creating delightful interactions and polished design systems:You are an accomplished front-end engineer with a keen eye for design, proficient in React/NextJS, and familiar with design/animation libraries such as Framer Motion, GSAP, or similar.You excel in building robust, browser-native, DOM-compliant React components, with a focus on accessibility, reusability, and cross-platform compatibility.You have an understanding of design principles and are committed to creating high-quality user experiences.

Why Join Rogo?At Rogo, we are pioneering Wall Street's first genuine AI analyst. Our mission is to empower finance professionals at the leading investment banks, private equity funds, and investment firms globally with AI that offers unmatched speed, accuracy, and insights. We are not merely enhancing financial workflows; we are revolutionizing them fundamentally.This position presents a unique opportunity to become part of a transformative company at a critical growth juncture. With a rapidly expanding clientele, validated product-market fit, and support from top-tier investors, we are scaling quickly and establishing a new category in enterprise AI.Our team is intelligent, driven, and profoundly dedicated to our mission. We operate with intensity, take ownership of intricate challenges, and remain unwaveringly focused on our users. If you flourish in a dynamic environment, strive for excellence, and want to contribute to shaping the future of finance, we encourage you to join us.The RoleYou will lead the conversion of Rogo's technical and commercial roadmap into coordinated, impactful product marketing launches that position us as the category leader in AI for finance.Your ResponsibilitiesLaunch Orchestration: Oversee the complete launch announcement process for Rogo's core product features, from initial roadmap discussions supporting marketing to post-launch evaluations. Create and maintain product marketing campaign calendars, coordinate across functions, and ensure consistent messaging across all channels.Messaging & Positioning Framework: Craft clear, technically-accurate messaging that translates Rogo’s capabilities into distinct value propositions for various audience personas and use cases.Sales Enablement: Develop strategic enablement materials, including competitive battle cards and demo materials, to assist our sales team in articulating our product's unique advantages in technical discussions.Competitive Intelligence: Analyze the industry landscape, particularly competing generative AI solutions for finance, to inform our messaging/positioning and identify differentiation opportunities.Qualifications5–7+ years of experience in Product Marketing, preferably in B2B SaaS, with a successful track record of managing end-to-end launches for technical products.Strong domain knowledge in finance, with experience in marketing to banks, asset managers, private equity firms, or related financial institutions; familiarity with financial workflows, terminology, and buyer challenges.Demonstrated ability to manage complex projects, collaborate cross-functionally, and communicate effectively with diverse teams.

Why Choose Rogo?At Rogo, we are pioneering Wall Street's first authentic AI analyst. Our mission is to empower finance professionals at leading investment banks, private equity firms, and investment funds with AI that offers unmatched speed, precision, and insights. We are not merely enhancing financial workflows; we are revolutionizing them from the ground up.This is an extraordinary chance to become part of a transformative company at a pivotal moment. With a rapidly expanding client base, proven product-market fit, and support from top-tier investors, we are scaling rapidly and establishing a new category within enterprise AI.Our team is intelligent, driven, and deeply passionate about our mission. We operate with urgency, take ownership of intricate challenges, and maintain an unwavering focus on our users. If you thrive in an energetic environment, seek excellence, and aspire to help shape the future of finance, we encourage you to join us.Key ResponsibilitiesAs the Advisory Director at Rogo, you will oversee our major partnerships and assist the largest financial institutions in the world in formulating and executing their AI strategies. This role will report directly to our founders and collaborate closely with team members to align goals and objectives.Developing and implementing strategies to collaborate with our enterprise partners: training their teams, establishing joint operations, and ensuring alignment.Managing the entire partnership lifecycle, from initiation to expansion and renewal of collaborations.Being the voice of the customer—identifying both explicit and implicit business needs across our partner enterprises.Utilizing your extensive knowledge of financial services workflows to create joint solutions with our clients and clearly communicate Rogo’s advantages.Collaborating with Rogo's engineering, product, and go-to-market teams to deliver these solutions.Determining how to track and evaluate our joint success by establishing key performance indicators and reports.Cultivating strong, lasting relationships with key stakeholders in our partner organizations and ensuring their needs are addressed.Securing multi-million dollar contracts and guiding Generative AI strategy for the world's foremost financial services firms.Ensuring exceptional user experiences through hands-on collaboration with users.

Why Join Rogo?At Rogo, we are pioneering the development of Wall Street's first authentic AI analyst. Our mission is to empower finance professionals at leading investment banks, private equity firms, and investment organizations with AI that offers unmatched speed, precision, and insight. We are not merely enhancing financial workflows; we are fundamentally transforming them.This is a rare opportunity to become part of a groundbreaking company at a pivotal moment. With a rapidly expanding client base, proven product-market fit, and support from top-tier investors, we are scaling swiftly and creating a new frontier in enterprise AI.Our team is intelligent, driven, and passionately committed to our mission. We work with vigor, take ownership of complex challenges, and maintain a relentless focus on our users. If you excel in a fast-paced environment, demand excellence, and wish to contribute to shaping the future of finance, we welcome you to join us.Your ResponsibilitiesAs an AI Researcher at Rogo, you will be at the forefront of translating cutting-edge technological advancements into revolutionary financial products. You will utilize the latest innovations in Large Language Models (LLMs) and Reinforcement Learning, technologies that we believe will fundamentally transform knowledge work, placing you at the center of this exciting evolution.Design and implement end-to-end learned systems that integrate the capabilities of LLMs and Reinforcement Learning to automate comprehensive financial workflows.Develop large-scale infrastructure for assessing answer and response quality, and feed this data back into the learning systems as a reward mechanism.Collaborate closely with product managers and engineers to ensure that every solution you create delivers genuine user value and addresses real needs.Elevate standards for code quality, reliability, and product velocity. Together, you will challenge yourself and your colleagues to grow both technically and interpersonally.QualificationsBachelor's degree in Computer Science or a related field.3-6 years of experience in training large language models or post-training (or equivalent PhD experience).Proficient in writing LLM training code using PyTorch or JAX.Experience with a strongly typed programming language (e.g., Rust, C++, Java).Strong programming skills and a solid foundation in Computer Science principles.

Why Join Rogo?At Rogo, we are pioneering the next generation of financial analysis with our groundbreaking AI solutions. Our mission is to elevate finance professionals at leading investment banks, private equity firms, and investment management companies by providing AI that enhances speed, precision, and insights. We are not merely enhancing financial processes; we are revolutionizing them.This is an exceptional opportunity to become part of a transformative company at a pivotal moment in its journey. With a swift expansion of our client base, established product-market fit, and the support of eminent investors, we are rapidly scaling and forging a new segment in enterprise AI.Our dynamic team is composed of intelligent, driven individuals who are passionately committed to our mission. We operate with urgency, take ownership of intricate challenges, and maintain a steadfast focus on our users. If you thrive in a fast-paced environment, strive for excellence, and aspire to shape the future of finance, we encourage you to apply.Your Role:We are looking for a Strategic Finance Lead who will join us at a crucial juncture and play a vital role in guiding our journey toward market leadership. You will collaborate closely with the executive team and liaise with all departments, becoming an essential contributor to our financial and business strategy.This pivotal position will be at the heart of decision-making, linking product development, go-to-market strategies, and investments to financial results. This is a high-impact role suited for someone who enjoys constructing financial models, crafting strategic narratives, and shaping business strategy in a fast-paced, data-driven setting. As our company expands, you will have the chance to make a significant impact and evolve alongside the business.Your Responsibilities:Financial Planning & Analysis, Forecasting & Unit EconomicsOversee monthly business reviews and annual planning initiatives.Create and sustain a long-term forecasting model.Gain deep insights into AI-native unit economics, encompassing:Customer Acquisition Cost (CAC), Lifetime Value (LTV), payback periods.Gross margin analysis by customer segment and product.Cost of inference, model utilization, and infrastructure efficiency.Convert complex financial and technical data into clear, actionable recommendations.Business Partnership & Strategic AnalysisServe as the primary financial partner to Go-To-Market, Product, and Operations leaders.Support functional KPI reviews and strategic planning sessions.

Why Join Rogo?At Rogo, we are pioneering the development of Wall Street's first authentic AI analyst. Our goal is to empower finance professionals at leading investment banks, private equity funds, and investment firms with AI that provides unmatched speed, precision, and insights. We are not merely enhancing financial workflows; we are fundamentally transforming them.This position represents a rare opportunity to be part of a transformative company at a crucial turning point. With a swiftly expanding client base, validated product-market fit, and support from elite investors, we are rapidly scaling and establishing a new category of enterprise AI.Our team is intelligent, driven, and deeply dedicated to our mission. We work with intensity, take ownership of intricate challenges, and maintain a relentless focus on our users. If you excel in a dynamic environment, strive for excellence, and wish to contribute to shaping the future of finance, we encourage you to apply.

Who You AreYou are a dedicated Customer Success Manager with a passion for problem-solving and a customer-centric approach. You thrive in technical settings and excel at forging strong relationships with clients. Your curiosity drives you to quickly learn and adapt to new technologies.You take pride in your work and are committed to delivering genuine value to customers. Your confidence allows you to work effectively with diverse stakeholders, from engineers to team leaders, as you navigate and support complex customer ecosystems.You thrive in dynamic environments where priorities can change rapidly, and you are eager to enhance your skill set while contributing to a team that is focused on growth and innovation.At Copia, you will collaborate with industrial and engineering teams to facilitate the adoption of modern tools that enhance collaboration, code management, and the operation of critical systems.As a rapidly growing startup, Copia offers an exciting opportunity for individuals who are enthusiastic about joining a fast-paced environment and aspire to develop into a more senior Customer Success leader in the future.

Why Join Rogo?At Rogo, we are pioneering Wall Street's first genuine AI analyst. Our mission is to equip finance professionals at leading investment banks, private equity funds, and investment firms with AI that provides unmatched speed, accuracy, and insight. We're not just enhancing financial workflows; we're revolutionizing them from the ground up.This is a rare opportunity to be part of a transformative company at a pivotal moment. With a rapidly expanding client base, validated product-market fit, and support from top-tier investors, we are rapidly scaling and establishing a new category in enterprise AI.Our team is composed of sharp, motivated individuals who are deeply committed to our mission. We operate with a sense of urgency, tackle complex challenges head-on, and maintain an unwavering focus on our users. If you excel in a dynamic environment, strive for excellence, and want to contribute to the future of finance, we encourage you to apply.Your ResponsibilitiesAs a Staff Backend Engineer at Rogo, you will be at the forefront of AI research and application development, significantly contributing to the creation of a groundbreaking product and its scalability for large enterprises.Design and build REST and gRPC APIs supported by robust, scalable server-side implementations and asynchronous code.Create large-scale infrastructure to support crawling, ranking, and information retrieval systems.Develop secure and compliant code, implementing best practices for software that handles sensitive information.Write maintainable, readable, and thoroughly tested code.Elevate standards for code quality, reliability, and product delivery speed, collaborating with your peers to foster both technical and interpersonal growth.QualificationsBachelor's degree in Computer Science or a related field.Proficiency in a strongly typed programming language (e.g., Rust, C++, Java).A passion for writing high-performance, readable, and well-tested code.6+ years of experience in building and scaling distributed systems.Proven track record of delivering high-quality products.Strong programming skills and comprehensive knowledge of Computer Science principles.Preferred SkillsFamiliarity with interface definition languages like protocol buffers and gRPC.

As a Customer Success Manager at plot, you will play a pivotal role in ensuring our clients achieve their desired outcomes while using our innovative solutions. You will be the voice of the customer, working closely with them to understand their needs, address their concerns, and drive product adoption. Your proactive approach will help foster long-lasting relationships and contribute to our clients' success.

About UsAt Sweep, we are redefining the way enterprise systems operate. We provide an intuitive layer that empowers teams and metadata agents to plan, modify, and govern systems with unparalleled agility and confidence.Your RoleAs a Customer Success Manager, you will play a pivotal role in nurturing relationships with Sweep’s most significant and intricate enterprise clients. You will serve as both a strategic advisor and a technical expert, ensuring a smooth integration of our solutions into each client's Salesforce ecosystem, while driving their long-term business success.Key ResponsibilitiesCultivate trusted partnerships with executive sponsors and RevOps leaders within key accounts.Lead the onboarding process, technical configuration, and development of strategic enablement plans for enterprises.Gain a deep understanding of each client's Salesforce infrastructure, data flow, and go-to-market strategy.Act as the technical liaison between client teams and Sweep’s Product, Engineering, and Support divisions.Proactively monitor account health, usage trends, and adoption metrics to enhance retention and drive expansion.Conduct quarterly business reviews, identify growth opportunities, and advocate for customer needs internally.Manage and facilitate annual customer contract renewals to sustain long-term relationships.Create scalable best practices and playbooks for enterprise success and growth.

Your Impact The Senior Customer Success Manager at DISCO plays a pivotal role in ensuring a seamless onboarding experience for clients. This position provides strategic insights to help clients effectively leverage DISCO’s products and services in alignment with their unique objectives, while acting as their primary point of contact. You will collaborate intensively with our sales, services, and product teams to boost product utilization within designated accounts, pinpoint upselling opportunities, and collect user feedback to guide product enhancements. A profound understanding of all DISCO offerings and the EDRM framework, coupled with an innate problem-solving ability, is essential for addressing client challenges. Your expertise will significantly contribute to improving customer retention, nurturing loyalty, and fostering DISCO’s overall growth. What You'll Do Account Management: Serve as the primary liaison for assigned strategic accounts, cultivating executive-level relationships and ensuring internal team alignment to meet client needs. Client Success: Drive successful adoption of solutions, ensuring ROI and client satisfaction while identifying potential areas for expansion. Customer Advocacy: Represent client interests within DISCO, providing valuable feedback to drive product and service innovations. Sales Acumen: Clearly communicate the value of DISCO’s offerings, uncover upsell and cross-sell opportunities, and foster long-term client relationships to enhance revenue growth. Meeting & Event Management: Plan and execute educational and networking events that motivate and engage clients. Who You Are 4+ years of experience in post-sales, customer success, account management, or related roles. Strategic thinker with a proven track record in developing account plans and managing SaaS client relationships. Exceptional interpersonal and communication skills. Proficient in identifying and capitalizing on upselling and cross-selling opportunities. Demonstrated leadership skills with the ability to own, drive, and deliver on client initiatives. Experience in planning and executing both internal and external meetings. Customer-centric with a proactive approach to account management and problem-solving.

At Coast, we are revolutionizing the U.S. B2B card payments landscape, targeting the vast network of 500,000 commercial fleets, 40 million commercial vehicles, and countless drivers across the nation. As traditional technologies fall short of modern demands, we are committed to providing innovative digital experiences and transparent financial services. Our mission is to empower our clients with the Coast Fleet and Fuel Card, a state-of-the-art spend management platform designed for transformative growth. About the Role We are seeking a dynamic and empathetic Manager of Customer Success to spearhead our frontline Customer Success Managers (CSMs) while also managing a dedicated portfolio of accounts. This player-coach approach is essential to fostering trust, empathy, and excellence throughout the customer journey. You will be responsible for mentoring, hiring, and developing a team that ensures outstanding onboarding, activation, and retention for all customer segments. What Success Looks Like Consistently deliver exceptional customer value throughout the customer lifecycle. Achieve excellent Gross Revenue Retention (GRR) and Net Revenue Retention (NRR) through proactive health monitoring and effective retention and expansion strategies. Accelerate the onboarding process and fleet activation to ensure customers realize value quickly and consistently. Be an engaged player-coach, managing accounts and demonstrating product knowledge and customer service fluency to elevate team performance through structured coaching. Enhance the expansion pipeline by identifying and nurturing Customer Success Qualified Opportunities (CSQOs) into viable expansion avenues. What You’ll Do Lead & Coach: Oversee and mentor a team of high-performing CSMs, prioritizing call coaching, onboarding execution, fleet activation, and account health. Own Accounts: Maintain a personal portfolio to remain close to the customer experience and exemplify best practices in onboarding, retention, and account expansion. Drive Activation: Ensure your team expedites onboarding processes and enhances customer engagement. Create Value: Guide CSMs in demonstrating customer value throughout the lifecycle, developing account-specific strategies linked to clear use cases. Maximize Expansion: Assist CSMs in generating CSQOs and establishing a proactive expansion pipeline. Upskill the Team: Implement a systematic 1:1 coaching and enablement framework to elevate onboarding, account health, and overall team performance. Build Systems Excellence: Promote operational rigor and data proficiency across Salesforce, Sigma, Outreach, and other tools.

About CasapCasap is an innovative Series A startup headquartered in San Francisco, having successfully secured over $30 million in funding from top investors such as Emergence, Lightspeed, and Primary Ventures. Founded by seasoned product leaders from renowned companies like Robinhood and Chime, we are dedicated to transforming the banking landscape through our automated solutions for disputes and fraud prevention. Our platform has garnered appreciation from a diverse range of users, including both everyday consumers and major financial institutions.We are seeking a Customer Success Manager to become an integral part of our expanding team. In this pivotal role, you will act as a trusted advisor to our customers, managing relationships with banks, credit unions, and fintechs. Your mission will be to ensure a smooth post-onboarding experience, enhance product adoption, and help clients fully realize the value of Casap's offerings. This position requires close collaboration with our Implementation, Product, Engineering, and Sales teams to advocate for customer needs and influence the future development of our platform.

About Moonshot AI Moonshot AI is building a digital future where websites adjust on their own to drive sales and improve conversion. The team blends generative AI, large-scale data systems, and ongoing experimentation to create a self-improving online platform. Based in New York City, Moonshot AI is an early-stage, well-funded startup with ambitious goals. Joining now means helping to shape both the technical and cultural backbone of the company. Employees work with real autonomy, supported by top-tier investors. Role Overview: Customer Success Manager The Customer Success Manager will work closely with leading eCommerce brands. The focus: build strong relationships, help clients turn AI-driven insights into practical strategies, and support their growth through Moonshot AI’s platform. What You Will Do Guide new customers through onboarding and help them see value quickly. Serve as a trusted advisor, surfacing opportunities, sharing insights, and keeping clients updated on strategies and upcoming initiatives. Work with the technical team to design, launch, and track conversion experiments. Prepare and deliver reports that clearly show ROI and business impact. Troubleshoot client issues and coordinate with product and engineering teams to resolve them efficiently. Gather client feedback and turn it into actionable ideas to influence the product roadmap. Build and refine scalable customer success processes as the company grows, including playbooks and reporting tools. What We’re Looking For At least 3 years in Customer Success, Account Management, or CRO roles within SaaS or eCommerce (not large enterprise CS organizations). Ability to quickly spot revenue leaks in a sales funnel. Comfortable with data: able to pull your own metrics and build reports independently. Experience holding strategic conversations with VPs and other senior leaders. This role is based in New York City.

Tempo is a cutting-edge layer-1 blockchain designed specifically for stablecoins and real-world payment solutions. It draws on the extensive experience of Stripe in global payments and the advanced crypto technology expertise of Paradigm.Our payment-first architecture ensures a scalable, cost-effective, and predictable platform that caters to high-volume payment applications. We aim to facilitate money transfers reliably, affordably, and at scale, prioritizing simplicity for users ranging from fintech firms and traditional banks to merchants and platforms eager to modernize their payment systems.We collaborate with leading global partners in AI, e-commerce, and financial services, including Anthropic, Coupang, Deutsche Bank, DoorDash, Mercury, Nubank, OpenAI, Revolut, Shopify, Standard Chartered, Visa, and several others.Our mission is to establish the infrastructure necessary to integrate significant economic transactions on-chain. Our team primarily works in-person at our San Francisco and New York City offices. We value agility and innovation—join us in this exciting venture!The RoleAs the Customer Success Lead, you will be pivotal in shaping the future of enterprise payments on-chain. You will be responsible for managing the entire customer journey, from the initial partner engagement to their successful scaling on our network. You will serve as the liaison between Tempo's product, engineering, and partnership teams and the enterprises, ecosystem partners, validators, and integrators that build upon our platform.This is a foundational role where you will define exceptional customer success standards for Tempo—developing playbooks, forging relationships, and establishing feedback mechanisms that transform early design partners into long-term pillars of our ecosystem.What You'll DoPre-Sales & Solution DesignCollaborate closely with the Partnerships team to facilitate enterprise and ecosystem deal cycles, offering technical and operational insights throughout the evaluation and onboarding process.Act as a consultative design partner during pre-sales, thoroughly understanding partner use cases and aligning them with Tempo's architecture and capabilities.Assist in structuring integration scopes, defining success criteria, and establishing launch timelines with prospective customers prior to contract finalization.Post-Sales & Partner SuccessOwn the complete success trajectory for customers post-sale, ensuring they derive maximum value from our platform and foster ongoing relationships.

About GovEagleGovEagle empowers government contractors to leverage AI technology for expedited and precise RFP responses. As a rapidly expanding startup with strong financial backing from prominent investors, we are dedicated to developing innovative tools that automate proposal writing, compliance assessments, and content reuse within SharePoint and Microsoft 365.Our clientele includes top defense contractors, government services companies, and federal contractors. As we continue to grow, we are expanding our Customer Success team to ensure an exceptional experience for each of our customers.The RoleAs a key member of our Customer Success team, you will collaborate closely with our existing Customer Success Manager (CSM) to support our expanding base of defense and government contractor clients. This role centers around two primary objectives: being the swiftest, most reliable point of contact for customer inquiries, and managing ongoing delivery tasks such as training, educational content creation, and onboarding execution to maximize customer value from GovEagle.If you thrive on keeping communication channels open as your main work interface, take pride in quick response times, and gain satisfaction from assisting customers in real-time problem-solving, this position is ideal for you.What You'll DoRespond promptly to customer inquiries via Teams and email, aiming to acknowledge messages within 15 minutes during business hours.Conduct Tier 1 troubleshooting (under 2 hours) and Tier 2 investigations (on the same business day).Escalate engineering issues with detailed reproduction steps and keep customers informed until resolution.Facilitate training sessions for new clients (onboarding) and current clients (new features and updates).Host weekly office hours during pilot periods to assist customers as they onboard.Develop and maintain customer education resources, including release notes, training videos, knowledge base articles, and monthly updates.Implement operational processes for customer onboarding, including SharePoint integration setup, IT coordination, and user provisioning.Assist the lead CSM during kickoff calls in the event of scheduling conflicts.Monitor customer usage metrics and identify health signals to proactively address potential risks.Relay customer feedback trends and patterns to product and engineering teams.What Success Looks LikeCustomers consistently express high satisfaction and engagement with GovEagle's products and services.