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Customer Success Manager

Washington, District of Columbia, United States

Primer exists to make the world a safer place.  We do this by providing trusted decision-ready AI to the world's most critical organizations.  Our software enables leaders, operators, and analysts to better understand the changing world around us in real time and make informed decisions when the stakes are high.  Primer has offices in San Francisco, Pasadena, CA and Arlington, VA.  For more information, please visit https://primer.ai/

As a Customer Success Manager, you will manage and expand Primer's work with U.S. national security customers, particularly within the U.S. Intelligence Community and Department of Defense. You will leverage a blend of domain knowledge, project management, and interpersonal communication skills to nurture customer relationships, onboard and train customers on Primer’s applications, drive customer adoption, and shape and deliver solutions.

Primer is made up of individuals with a deep knowledge of government customers, in particular, the IC and DoD. Customer Success Managers are charged with ensuring customer mission impact by deepening customer relationships, seeking opportunities to strengthen customer usage and satisfaction, and driving product development by channeling customer feedback back to Primer’s product and engineering teams.

Working closely with Primer’s broader Go-to-Market team, you will interface with senior officials and end users at customer organizations to understand their challenges and identify opportunities for Primer’s applications to support their needs. Our goal is to help design and deliver AI-driven, mission-essential tools to the IC, DoD, and other government customers.

Role Responsibilities  - How You Will Make An Impact:

  • Build trusted relationships with our customers to accelerate use case development and enhance mission outcomes
  • Partner with customers to track use case development progress and document feature requests
  • Drive customer adoption through training and enablement plans, lunch and learns, and other customer engagement activities that align with customer use cases.
  • Leverage internal teams to drive customer engagement and accelerate use case development
  • Ensure the timely execution of contractual deliverables and other project management requirements
  • Understand customer workflows, requirements, mission objectives, and long-term strategies to influence product design, enhancement, and deployments
  • Support public sector sales and marketing activities, to include identifying expansion opportunities within assigned customer engagements

Relevant Skills & Experiences:

  • MBA preferred
  • 5+ years as a customer success manager, engagement manager, or consulting roles
  • Proven ability to work independently as well as on small, mission-driven teams
  • High emotional intelligence and ability to think about solutions from a customer perspective
  • Excellent interpersonal & written communication skills – you will be the face of Primer to customers
  • Excellent influence & advocacy skills - both externally and internally
  • Ability to attend periodic in-person meetings at customer locations, requiring travel and compliance with customer requirements
  • Understanding of the software development lifecycle, machine learning, natural language processing

The annual cash compensation range for this position is US$185,000 to US$205,000.  Final compensation will be determined based on experience and skills and may vary from the range listed above.

Primer works closely with the U.S. defense and intelligence establishment. Any offer of employment is conditioned on an applicant or employee being able to meet any applicable government contract requirements. The company may rescind any offer of employment to an applicant or terminate an employee if the applicant or employee is unable to perform the functions of the position in compliance with applicable government contracts or if an applicant or employee makes a false attestation of compliance.

What We Offer

We are a series D funded company with investors from Addition, USIT, Lux Capital, Amplify Partners, Addition Capital, Bloomberg Beta, and others.  We are intentional around building a diverse and inclusive team of subject matter experts to better advocate for the needs of our users. 

We care a lot about our work and about the well being of our team. We encourage everyone to work at a sustainable pace and have a flexible vacation policy for team members to utilize, Wellness Days and 100% paid leave for parents of growing families.

We offer competitive compensation and comprehensive benefits. This includes full medical, dental, and vision coverage, fertility benefits through Carrot, mental health coverage on demand with Headspace Care+, Gympass+ Membership via Wellhub, One Medical Membership, 401(k), remote work stipends, and monthly internet allowance.

Primer is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. Please see the United States Department of Labor's EEO poster and EEO poster supplement for additional information.

If you need assistance or accommodation due to a disability, you may contact us at info@primer.com.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

 

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