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Customer Success Program Manager (TS/SCI)

As Customer Success Program Manager, you will design and manage the programs that ensure our customers succeed with Quartermaster’s technology. This role combines program management, technical literacy, and cross-functional collaboration to maximize customer value.

You will be the key bridge between customers and engineering: capturing feedback on the SmartMast portal and API integrations, translating user needs into clear requirements, and ensuring product improvements are communicated back to stakeholders. This includes handling feedback on data visualization, feature requests, bug reports, optimization, and system integrations.

Your work will directly involve engagement with U.S. Department of Defense components, allied government stakeholders, and private industry customers, ensuring that their operational needs are met and that Quartermaster’s products continuously improve.

Responsibilities

  • Customer–Engineering Liaison: Collect, prioritize, and communicate customer feedback on the SmartMast portal and APIs to the engineering team; ensure customer needs are understood and addressed in product roadmaps.

  • Program Development & Execution: Build and manage customer success programs including onboarding, adoption, training, and renewals.

  • Scaling & Standardization: Develop playbooks, frameworks, and processes that allow CS to expand efficiently as Quartermaster grows globally.

  • Cross-Functional Collaboration: Work closely with Field Operations, Product, and Engineering to align customer needs with technical execution.

  • Metrics & Reporting: Define and monitor customer health and success indicators; deliver clear reporting to internal leadership and customer stakeholders.

  • Customer Engagement: Support direct interactions with users and decision-makers, ensuring technical questions and requests are resolved effectively.

  • Change Management: Drive adoption of CS tools and processes internally; enable teams to deliver consistently excellent outcomes.

Qualifications

  • Clearance: Active TS/SCI required.

  • Experience: 5+ years in customer success, program management, or related roles; background in defense technology, dual-use systems, or high-stakes industries strongly preferred.

  • Domain Knowledge: Experience in the maritime space is highly desirable. Background in the U.S. Navy, Coast Guard, or maritime intelligence/operations is ideal.

  • Technical Skills:

    • Ability to understand and explain technical concepts to both customers and engineers.

    • Familiarity with portals, APIs, integrations, and data visualization platforms.

    • Capable of translating complex feedback into actionable product requirements.

  • Other Skills:

    • Strong program management and organizational ability.

    • Data-driven approach with experience in CS/CRM platforms.

    • Excellent communication and presentation skills across technical, operational, and executive audiences.

Average salary estimate

$150000 / YEARLY (est.)
min
max
$130000K
$170000K

If an employer mentions a salary or salary range on their job, we display it as an "Employer Estimate". If a job has no salary data, Rise displays an estimate if available.

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EMPLOYMENT TYPE
Full-time, onsite
DATE POSTED
October 1, 2025
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