Customer Success Manager, US SLED

Dataminr • Washington, DC

5d • Hybrid

About The Position

See yourself at Dataminr You're self-motivated and self-directed with a passion for building and maintaining relationships with customers, fully understanding their needs, and advocating on their behalf. You understand your customers’ strategic objectives and help them achieve success as an expert on Dataminr’s First Alert product. You are knowledgeable of major trends and events impacting US national security, cyber security, publicly available information, and big data and can translate these into actionable insights for your customers. As a Customer Success Manager, you will drive First Alert product adoption, renewal, and usage among First Alert customers, as well as build a strategy to foster account growth. You are excited to combine your interests in technology, government, national security, and customer success to transform the way our customers adopt and use First Alert. This is a remote role or a hybrid-based role that requires two days a week in the Arlington, VA office unless traveling. AI Innovation at Dataminr Working at Dataminr you’ll have the opportunity to tackle the most exciting trends in AI on a daily basis to power a revolutionary product that uncovers critical events around the world as they unfold. Regenerative AI: our AI technology, ReGenAI, is a new form of generative AI that automatically regenerates real-time Live Event Briefs as events unfold. Learn more here. Agentic AI: we recently launched our Agentic AI capability, what we’re calling our Intel Agents, that autonomously generates critical context for our clients on real-time events, threats, and risks allowing them to see the clearest, most accurate view of what’s happening on the ground. Learn more here Multimodal AI: our platform detects events from many different types of data (images, video, sensor data, audio, and text in over 150 languages). Learn more here.

Requirements

• Bachelor's degree or equivalent relevant experience in a related field AND 5-8 years of customer success/account management experience.
• Specific experience supporting the public sector, including but not limited to the State and Local Governments.
• Knowledge and/or experience with publicly available information and the real-time alerting needs of public sector organizations, including but not limited to law enforcement or emergency management.
• Outstanding ability to communicate both orally and written complex concepts to a wide range of audiences, including technical and non-technical customers within the Software/SaaS space or with senior leaders and decision makers in the form of a presentation
• High level of accountability and the ability to execute independently on multiple and competing projects and deadlines
• Must be willing and able to travel to client sites within assigned territory domestically, as needed (approximately 30%)

Responsibilities

• Expand the scope and scale of First Alert adoption, while driving successful customer outcomes within your assigned portfolio
• Design and implement scalable programs that seamlessly integrate First Alert into customer workflows, and align with customer’s enterprise level objectives
• Partner with other Customer Success colleagues to drive product adoption, renewal, and customer satisfaction
• Develop and maintain relationships across your account portfolio through capability briefings, product demonstrations, trainings, and execution of playbooks / regular check-ins
• Serve as a First Alert platform expert ensuring customer engagements support organizational goals and drive positive outcomes for the customer beyond basic platform features and functionality
• Collect customer feedback and clearly articulate recommendations for First Alert product development to our engineering and product teams
• Successfully leverage data-driven metrics and reporting to understand and stay ahead of risks and opportunities that impact retention and growth

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level