Customer Success Manager - DoW

Janes empowers military, government, and defense leaders to act with confidence in an increasingly complex world. Our trusted defense, security, and geopolitical information delivered through seamless digital platforms and system integrations—turns overwhelming data into clear, actionable intelligence and insight. By filling critical information gaps, Janes helps customers analyze threats, accelerate decisions, and stay ahead of emerging challenges

Job purpose:

A dynamic, challenging and exciting role has arisen for a dedicated Customer Success Manager to join to support the Janes Department of War (DoW) team driving trusted advisory, maturity and expansion of the Janes & DoW relationship. We are seeking a highly driven professional that will need to be comfortable enhancing and providing data-centric OSINT intelligence products and training to existing and new customers within the DoW.

The incumbent will operate as a key component of the DoW Customer Success, through liaison and training, identifying intelligence requirements, solutions and administrative support to enhance the overall DoW - Janes relationship.

The DoW Customer Success Manager overriding purpose is to support the DoW through direct stakeholder engagement, outreach, coordination, training & exercises and intelligence support.

How you will contribute at Janes

• You will work on a diverse and complex problem-set that requires analysis, advice, assistance and evaluation of multiple factors within the complex DoW operating environment.

• You will bring Military or Defence as well as digital or intelligence experience, a keen knowledge of DoW intelligence and/or digital operating models, stakeholder management acumen and an understanding of training and solutions.

• You will work alongside the various DoW Business Development & Sales colleagues, Customer Success Managers, Product, Marketing and Demand Generation partners to create and manage DoW outreach action plans within defined segments to identify and deliver strategic and operational enhanced relations.

• You will demonstrate the power of the Janes Tools, visit and train DoW audiences, analyse and assess intelligence requirements of the DoW as well as onboarding of new users within the customer organisation.

The ideal skills and experience for this role are:

• In-depth experience of working within or adjacent to DoW (Army, Navy, Air Force, USMC),

• In-depth understanding of the intelligence workflows and use cases.

• Previous experience of interacting with military & intelligence analysts.

• An understanding of the generic and specific challenges faced by analysts within DoW and/or National Security sectors.

• Strong oral and written communication skills in English. Well organised, analytical, flexible, resilient and a positive mind-set.

• Requirement for frequent travel — mostly scheduled ahead, though ad-hoc travel may occur.

• Active clearance (Secret/TS/SCI) is highly desirable.

Benefits

• 20 days vacation

• 9 days flexible time off

• 12 paid holidays

• Paid parental leave

• Health insurance (medical, dental and vision)

• 401k retirement plan with company match and immediate vesting

• Hybrid work schedule/flexibility

• Company paid life and disability insurance

• Healthy Half

• Volunteering time

• Weekly fresh fruit delivery

• Learning & Development opportunities (LinkedIn Learning, Mentoring)

Janes is an Equal Opportunity Employer-Veterans/Disabled. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.
This position is classified as Exempt under the Fair Labor Standards Act (FLSA).

Life at Janes

We believe Janes is truly a great place to work. Our values and leadership code drive everything we do, and we understand that the right behaviours and culture will always result in the best outcomes for our customers, our colleagues, our shareholders, and our business. We provide a supportive, stretching, and dynamic environment with the ability for you to grow rapidly, both personally and professionally.

Janes is an inclusive and equal opportunities employer and encourages applications regardless of age, race, disability, religion / belief, sexual orientation, gender reassignment, marriage or civil partnership, pregnancy/maternity, or gender.

Although this role is advertised as full time, Janes believed that flexibility at work can provide many significant benefits both to our colleagues and the business. We already work in a hybrid style across all offices and regions and can support different ways of working and offer different flexible working arrangements. So, if you are interested and have any requirements or needs in the way you would like to work, please apply, and speak to us about this. We will always consider part time or flexible applications

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