Customer Success Manager - AI Platform - TS/SCI clearance with CI Poly

Job Title: AI Platform – Customer Success Manager

Location: McLean, VA (Onsite)
Clearance Requirement: Active TS/SCI with CI Polygraph (required)

Position Summary

We are seeking an AI Platform Customer Success Manager (CSM) to join a diverse, high-performing team of engineers and program professionals supporting mission-critical AI solutions. In this role, you will serve as the primary customer advocate, ensuring customers achieve measurable outcomes from our AI-powered platforms through strategic guidance, technical coordination, and relationship management.

The ideal candidate excels at identifying customer pain points, translating complex technical concepts into clear business value, and collaborating across engineering, sales, and program teams to deliver an exceptional customer experience in a classified environment.

Key Responsibilities

• Build and maintain long-term customer relationships that drive loyalty, retention, and program growth.
• Act as the primary point of contact for customers, proactively identifying risks, challenges, and opportunities for improvement.
• Communicate the value proposition of AI solutions clearly and effectively to both technical and non-technical stakeholders.
• Collaborate closely with engineering, sales, and program management teams to resolve issues, coordinate enhancements, and ensure customer success.
• Identify, troubleshoot, and help resolve complex technical challenges; escalate critical issues when necessary.
• Gather customer feedback, insights, and requirements to inform customer success strategies and product improvements.
• Guide customers through platform updates, new features, and workflow changes to ensure smooth adoption and continued success.
• Track customer engagement, usage metrics, and trends to measure success and identify opportunities for optimization.

Requirements:
• Active TS/SCI clearance with CI Polygraph (mandatory).
• Strong customer-facing communication skills with the ability to explain complex technical concepts in plain language.
• Working knowledge of AI and machine learning fundamentals, such as:
• Data preprocessing
• Model training
• Model deployment

• Ability to analyze basic data metrics and usage patterns to assess customer engagement and success.
• Proven problem-solving skills and experience working cross-functionally with technical teams.
• Strong organizational skills with the ability to manage multiple customer priorities in a fast-paced environment.

Preferred Qualifications

• Prior experience supporting AI, data analytics, or platform-based products.
• Experience in a customer success, technical account management, or solutions-oriented role.
• Familiarity with federal or intelligence community customers and mission environments.

Benefits:
Our comprehensive benefits package for full-time salaried employees is effective immediately upon the start date. Benefits include comprehensive PPO medical coverage with access to a Health Savings Account (HSA) option, a vision plan, and dental insurance with the base dental plan option paid for by PGTEK. Life Insurance, Short and Long-Term disability, and Critical Illness insurance have premiums covered. Additionally, PGTEK offers a matching 401(k) plan and a discount on pet insurance through ASPCA Pet Insurance. An Employee Assistance Program is available at no cost to all employees. PGTEK offers a generous amount of PTO and Holidays, and an Education Assistance Program is available after 12 months of employment.

ABOUT PGTEK

PGTEK is a true consulting organization dedicated to helping clients achieve their business and technology objectives utilizing our decades of experience and business relationships. PGTEK invests in the educational advancements of our staff by providing the necessary resources to complete Professional and Business Certifications. Our company is our people, and we treat them like family.

EOE, including disability/veterans