- Expérience
- 5 ans et plus
- Salaire
- —
- Ouvertures
- 1
- Publié
- il y a 2 jours
- Mode de travail
- Travaillez à domicile
- Admissibilité
- Open to professionals with experience supporting U.S. Federal Government agencies and comfortable working within federal environments. Active Top Secret or TS clearance eligibility strongly preferred. Candidates should be willing to travel as required for federal engagements.
- CV
- Candidature requise
Description de l'emploi
About HiddenLayer
HiddenLayer specializes in safeguarding high-value technologies from adversarial AI threats. Founded by experts in AI and cybersecurity, the company has developed a proprietary, patented solution to help organizations adopt AI securely. Its innovative approach has been recognized through awards like RSA Innovation Sandbox Winner, CB Insights AI 100, CyberTech 100, and SC's Most Promising Early-Stage Start-up.
Role Overview
As a Customer Success Manager focused on federal clients, you will act as the key liaison for HiddenLayer's government customers, including entities within the Intelligence Community, Department of Defense, Department of Homeland Security, and other civilian federal agencies. Collaborating closely with customers and internal teams (Product, Engineering, Go-to-Market), you will ensure the effective onboarding, adoption, and operational use of HiddenLayer’s cybersecurity solutions. This role demands a proactive individual adept at navigating complex federal environments, fostering trust with technical and executive stakeholders, and advocating customer needs within a dynamic cybersecurity startup.
Key Responsibilities
- Manage and sustain relationships with a portfolio of federal customers across all stages of the customer journey.
- Coordinate engagement efforts to meet commitments, deliverables, and key objectives punctually while maintaining precise records and reporting.
- Lead business review meetings, success planning, and health assessments to ensure customer satisfaction.
- Facilitate communications about product updates, releases, and service-impact events to customers.
- Gain comprehensive understanding of customer missions and operational contexts to support successful product onboarding and deployment.
- Monitor customer satisfaction, identify risks proactively, and work internally to resolve issues that hinder adoption.
- Advocate for customers by capturing feedback and sharing it with Product and Engineering for continued improvement.
- Represent customer requirements in strategic planning sessions to align product offerings with federal needs.
- Collaborate cross-functionally with Professional Services, Support, Sales, and other teams to deliver an excellent customer experience.
- Assist with contract renewals, expansions, and growth initiatives by working closely with Account Executives and leadership.
- Maintain accurate data on account health and engagement in CRM and customer success platforms.
Candidate Profile
- At least 5 years of experience in Customer Success, Technical Account Management, or related client-facing roles.
- Proven experience supporting U.S. Federal Government organizations such as DoD, IC, DHS, or civilian agencies.
- Technical expertise in cybersecurity, data science, machine learning, cloud infrastructure, or enterprise security is essential.
- Strong relationship-building skills with both technical and executive stakeholders.
- Experience handling complex engagements involving multiple stakeholders in mission-critical federal environments.
- Excellent communication, presentation, and problem-solving capabilities.
- Self-motivated and able to thrive in a rapidly growing, fast-paced company.
- Willingness to travel as required to support federal engagements.
Additional Advantages
- Experience growing Customer Success functions at early-stage startups (Series A/B).
- Familiarity with federal acquisition processes, contract vehicles, and government program offices.
- Holding or having held an active U.S. Government security clearance.
- Experience working with Intelligence Community customers.
- Background supporting cybersecurity or AI/ML security solutions.
- Relevant certifications such as Security+, CISSP, PMP, ITIL, Certified Customer Success Manager (CCSM), or similar.
Company Benefits and Culture
- Fully remote work environment with generous stipends for home office setups and monthly internet/phone allowances.
- Flexible unlimited paid time off along with 15 company holidays annually.
- Commitment to employee growth supported by a dedicated learning and development fund for training, certifications, and conferences.
- Focus on diversity, equity, and inclusion, promoting an equal opportunity workplace free from discrimination or harassment.
Additional Information
The position is remote within the United States, with preference given to candidates in the DC Metro Area. Active Top Secret clearance or eligibility is strongly preferred. HiddenLayer recently secured a $50 million funding round led by Microsoft’s venture fund and other strategic investors, underscoring its rapid growth trajectory and innovative market position.