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Customer Success Manager- National Security & Industry

Arlington, Virginia, United States

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:

  • Proven commercial acumen
  • 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

Benefits

  • 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
  • Hybrid work schedule/flexibility
  • Company paid life and disability insurance
  • Healthy Half
  • Volunteering time
  • Weekly fresh fruit delivery (we just started this and people are liking it)!
  • Learning & Development opportunities (Linkedin Learning, Mentoring)

 

 

 

Life at Janes

We believe Janes is truly a great place to work. Our values and leadership code drive everything we do, and we understand that the right behaviours and culture will always result in the best outcomes for our customers, our colleagues, our shareholders, and our business. We provide a supportive, stretching, and dynamic environment with the ability for you to grow rapidly, both personally and professionally.

Janes is an inclusive and equal opportunities employer and encourages applications regardless of age, race, disability, religion / belief, sexual orientation, gender reassignment, marriage or civil partnership, pregnancy/maternity, or gender.

Although this role is advertised as full time, Janes believed that flexibility at work can provide many significant benefits both to our colleagues and the business. We already work in a hybrid style across all offices and regions and can support different ways of working and offer different flexible working arrangements. So, if you are interested and have any requirements or needs in the way you would like to work, please apply, and speak to us about this.  We will always consider part time or flexible applications

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