Customer Success Manager - Army

Customer Success Manager - Army

About Us:

Let’s be real—AI isn’t magic; it’s a tool, and it’s only as powerful as the systems, workflows, and most importantly the people powering it. Yurts is unlocking all of that unstructured, hard-to-find, disconnected data and turning it into a secure knowledge management platform that’s actually designed to serve people—wherever they work.

Born from a partnership with the Department of Defense to meet the demands of mission-critical environments, Yurts is redefining how teams harness AI for productivity and performance. Named after the resilient, adaptable yurt, our platform is designed to work with the systems you use—not replace them.

In collaboration with Nvidia, HPE, and Oracle we offer secure, innovative solutions, including air-gapped deployments for defense, a full ML ops analytics framework to drive cost efficiencies and a world-class proprietary RAG system serving answers you can trust. Yurts unifies applications, data, and workflows protecting investments and saving customers money. 

We’re looking for bold thinkers and doers to join us in redefining how teams harness AI for productivity and performance. Be part of building solutions that elevate both technology and the people who use it. Together, we’ll shape the next generation of secure, human-centered AI innovation.

Why We’re Hiring This Role

While Yurts is an early-stage startup, it has significant traction in the federal space - particularly in the DoD. We want to invest in the success of our current and future federal customers from the get-go. To do that well, we need someone who has experience working with the federal government on large-scale contracts who can hit the ground running on day one. 

Role Responsibilities

• Build High-Quality Relationships: Develop relationships with multiple levels of customer stakeholders - everyone from end users, to security engineers to CISOs. 
• Lead Customer Onboarding: This is a hands-on role that will require someone willing to roll up their sleeves. You will lead the onboarding process for new customers, collaborate with them to understand requirements, goals, and challenges, and work with them throughout their implementation.
• Ensure Renewals: Work closely with the sales teams to identify the best path to renew and expand customers while minimizing churn risks.
• Provide Feedback: Proactively gather customer feedback and insights through surveys, interviews, and data analysis, and relay this information to our engineering team.
• Advocate For Customers: Act as the voice of the customer within the organization, advocating for customer needs and requirements to internal teams.
• Be a Yurts Expert: Develop hands-on technical knowledge of Yurts’ product and feature capabilities so that you can ensure our customers are using Yurts in the way that’s best for their team. 
• Manage Issues: Collaborate with engineering to ensure timely resolution to customer issues and maintain consistent communication with our customers.

Required Qualifications

• SECRET or TS/SCI Security Clearance.
• Significant experience as a CSM or AM working with the government. This is our first customer success hire and requires someone who is able to thrive without significant guidance with customers in the federal space.
• Willingness to travel. You will need to be onsite with our customers frequently. Most of them will be on the east coast.
• Experience with a technical product. You’ll need to have worked with a highly-technical product in the past. Yurts is a Generative AI product and the technology itself is highly complex. While our users can be anyone at an enterprise, the decision-makers involved in bringing Yurts to their company (eg. CTOs, CIOs) are often quite technical and you will need to be able to communicate with them comfortably.
• Exceptional communication skills. This will be critical for the times that you need to push back on asks, but keep your status as a trusted partner
• Proven ability to collaborate effectively with cross-functional teams, including sales, product, and/or engineering to ensure customers are a priority.

Preferred Qualifications

• Understanding of AI technologies, machine learning concepts, and their applications in real-world scenarios.
• Experience working at a startup. Yurts is early-stage and that means there’s a lot of things that aren’t figured out yet. You’ll need to be comfortable with operating in that kind of environment.

Location + Travel

This is a remote position, but it will require consistent travel - primarily on the Eastern seaboard. 

Equal Opportunity Statement

Yurts provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.