AI Customer Success Engineer - TS/SCI clearance with CI Poly
About The Position
We are seeking an AI Platform Customer Success Engineer 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.
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.
Nice To Haves
- 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.
Responsibilities
- Serve as the primary customer advocate, ensuring customers achieve measurable outcomes from our AI-powered platforms through strategic guidance, technical coordination, and relationship management.
- Develop long-term relationships with customers that drive loyalty, retention, and growth for the program.
- Explain complex technical terms to customers in a non-technical manner.
- Articulate the value proposition of their product, address customer concerns, and provide clear explanations of features and benefits.
- Identify and resolve complex technical problems, work collaboratively with internal teams (e.g., engineering), and escalate critical issues when necessary.
- Analyze basic data metrics and usage patterns to assess customer engagement and success.
- Gather insights from customers about their needs, pain points, and goals.
- Develop targeted strategies for customer success, retention, and growth.
- Explain how the AI product works, provide usage guidance, and identify potential areas for improvement.
- Manage changes effectively, communicate with customers about updates, and ensure a smooth customer experience.
Benefits
- Comprehensive PPO medical coverage with access to a Health Savings Account (HSA) option
- Vision plan
- Dental insurance with the base dental plan option paid for by PGTEK
- Life Insurance
- Short and Long-Term disability
- Critical Illness insurance
- Matching 401(k) plan
- Discount on pet insurance through ASPCA Pet Insurance
- Employee Assistance Program
- Generous amount of PTO and Holidays
- Education Assistance Program is available after 12 months of employment.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
