Customer Success Manager
About The Position
As part of the Kägwerks Mission Solutions team, the Customer Success Manager is responsible for ensuring an outstanding customer experience across all end-user interactions with Kägwerks. This role owns the coordination, quality, and consistency of customer support, service delivery, and ongoing engagement following system delivery. The Customer Success Manager leads post-sales technical workflows including support triage, issue resolution, RMAs, training coordination, and onsite service delivery. While this is not a hands-on engineering role, technical aptitude and prior experience in delivery or support functions are highly beneficial. Success in this role depends on strong internal processes, effective cross-team coordination, and a relentless focus on positive customer experience and delivery outcomes.
Requirements
- Experience in customer success, technical support management, or service delivery roles, with strong organisational skills and the ability to coordinate across multiple stakeholders.
- Comfortable managing technical support workflows and engaging with customers in operational or mission-critical environments, with a strong customer-centric mindset and clear communication style.
- General understanding of integrated technical systems and support processes, with the ability to assess issues and route them effectively to the appropriate engineering resources.
- This position is based in Ashburn, VA and requires occasional interstate travel, primarily in support of customer engagements and service delivery.
- U.S. citizenship is required and the successful candidate must be able to obtain and maintain a U.S. Secret security clearance.
Responsibilities
- Own the post-sales customer experience, ensuring timely, effective, and positive engagement across all support and service interactions
- Manage Tier-1 and Tier-2 technical support workflows, including issue triage, escalation, and resolution tracking
- Lead and coordinate Professional Services Engineers, assigning work, prioritising customer needs, and ensuring delivery quality
- Develop and refine post-sales support and service processes to improve efficiency, consistency, and customer satisfaction
- Serve as the primary interface between customers, Professional Services, Engineering, and Solutions Engineering for post-sales activities
- Capture customer feedback, recurring issues, and delivery insights to inform internal teams and drive continuous improvement
- Support the evolution of customer success and professional services into scalable, revenue-generating offerings
Benefits
- 15 days accrued paid time off per year
- 10 Federal holidays
- Opportunity to join our sponsored health plan
- Generous 401k plan with immediate vesting and a matching employer contribution
- Employee Assistance Program
- Flexible core working hours
- Personal approach to training and development
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
