Principal Customer Success Manager
Principal Customer Success Manager
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Job Description
Primer exists to make the world a safer place. We do this by providing trusted decision-ready AI to the worlds most critical organizations. Our software enables leaders operators and analysts to better understand the changing world around us in real time and make informed decisions when the stakes are high. Primer has offices in San Francisco Pasadena CA and Arlington VA. For more information please visit the role: Principal Customer Success Manager (P6)
As our Principal Customer Success Manager you will manage and expand Primers work with U.S. national security customers particularly within the U.S. Intelligence Community and Department of Defense. Our Customer Success team is highly cross-functional working with our product sales marketing and finance/contracting team to ensure that we deliver the optimum post-sales experience to our customers.
Primer is made up of individuals with a deep knowledge of government customers in particular the IC and DoD. Customer Success Managers are charged with ensuring customer mission impact by deepening customer relationships seeking opportunities to strengthen customer usage and satisfaction and driving product development by channeling customer feedback back to Primers product and engineering teams.
Working closely with Primers broader Go-to-Market team you will interface with senior officials and end users at customer organizations to understand their challenges and identify opportunities for Primers applications to support their needs. Our goal is to help design and deliver AI-driven mission-essential tools to the IC DoD and other government customers.
Role Responsibilities - How You Will Make an Impact
- As the customers trusted advisor you will partner with the customer to align use case development to requirements mission objectives and long-term agency strategies.
- Partner with customers to develop training and enablement plans lunch and learns and other customer engagement activities that align with customer use cases.
- Understand when to leverage Primers internal teams to enhance customer outcomes such as engineering product and the executive team.
- Regularly meet with customers to set appropriate expectations address customer goals determine target dates timelines manage customer tasks and provide regular project updates during the onboarding and implementation phase of the customer lifecycle.
- Maintain a deep understanding of the product and speak with customers about the most relevant features/functionality for their specific business needs.
- Partner with our product management and engineering teams to identify and prioritize feature development based on customer feedback.
- Collaborate cross-functionally with Sales Product Marketing and Finance/Contracting championing customer priorities and improvement opportunities including influencing client success initiatives within the product roadmap.
- Collect and analyze data and make recommendations within the business to drive improvements for our customers.
- This role will require onsite presence 3 days per week
Relevant Skills and Experience:
- Minimum of ten years management experience in leading customer success engagement manager senior consulting roles or equivalent experience
- Ability to influence without authority
- Excellent communication skills
- Strong Public Sector network and familiarity with delivering customer success to government customers
- Understanding of Public Sector procurement frameworks and mechanisms
- Expertise within a specific Public Sector vertical at high growth companies/organizations
- Demonstrated experience in data analytics to improve quality increase customer satisfaction and drive down cost
- Understanding of the software development lifecycle machine learning natural language processing
- TS/SCI with Full Scope Polygraph
The annual cash compensation range for this position is US $230000 to US $280000. Final compensation will be determined based on experience and skills and may vary from the range listed above.
Primer works closely with the U.S. defense and intelligence establishment. Any offer of employment is conditioned on an applicant or employee being able to meet any applicable government contract requirements. The company may rescind any offer of employment to an applicant or terminate an employee if the applicant or employee is unable to perform the functions of the position in compliance with applicable government contracts or if an applicant or employee makes a false attestation of compliance.
What We Offer
We are a series D funded company with investors from Addition USIT Lux Capital Amplify Partners Addition Capital Bloomberg Beta and others. We are intentional around building a diverse and inclusive team of subject matter experts to better advocate for the needs of our users.
We care a lot about our work and about the well being of our team. We encourage everyone to work at a sustainable pace and have a flexible vacation policy for team members to utilize Wellness Days and 100% paid leave for parents of growing families.
We offer competitive compensation and comprehensive benefits. This includes full medical dental and vision coverage fertility benefits through Carrot mental health coverage on demand with Headspace Care Gympass Membership via Wellhub One Medical Membership 401(k) remote work stipends and monthly internet allowance.
Primer is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race religion color national origin gender (including pregnancy childbirth or related medical conditions) sexual orientation gender identity gender expression age status as a protected veteran status as an individual with a disability or other applicable legally protected characteristics. Please see the United States Department of Labors EEO poster and EEO poster supplement for additional information.
If you need assistance or accommodation due to a disability you may contact us at
Pursuant to the San Francisco Fair Chance Ordinance we will consider for employment qualified applicants with arrest and conviction records.
Required Experience:
Manager
Employment Type
Full Time
