Customer Success Manager - DoW

Janes•Arlington, VA

19d•Hybrid

About The Position

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.

Requirements

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.