Mission Engagement Manager (Customer Success)

Torch.AI • Leawood, KS

20h

About The Position

What You’ll Do Own customer engagement and operational adoption for deployed Torch.AI capabilities. Serve as the primary mission-facing coordinator ensuring delivery success, adoption, and user trust. Track customer outcomes, usage patterns, and mission feedback to drive continuous improvement. Coordinate issue resolution and escalation between customers and engineering teams. Support training, onboarding, and operational rollout of new capabilities. Maintain customer engagement plans, deployment readiness checklists, and mission success metrics. Partner with product and engineering teams to ensure roadmap alignment with operational needs. Support renewals and expansion opportunities by demonstrating measurable mission impact.

Requirements

• B.S. in Business, Engineering, Computer Science, or related field.
• 4–8 years of experience in customer success, program delivery, mission support, or operational coordination roles.
• Strong communication skills and ability to manage customer relationships in high-tempo environments.
• Ability to translate mission feedback into actionable internal requirements.
• Strong organizational discipline and experience coordinating across cross-functional teams.
• Comfort operating in secure environments and mission settings.

Nice To Haves

• Experience supporting DoD/IC customers or operational mission teams.
• Familiarity with AI-enabled systems, data platforms, or analytics workflows.
• Experience supporting deployments across multiple security domains.
• Active Secret/Top Secret clearance.

Responsibilities

• Own customer engagement and operational adoption for deployed Torch.AI capabilities.
• Serve as the primary mission-facing coordinator ensuring delivery success, adoption, and user trust.
• Track customer outcomes, usage patterns, and mission feedback to drive continuous improvement.
• Coordinate issue resolution and escalation between customers and engineering teams.
• Support training, onboarding, and operational rollout of new capabilities.
• Maintain customer engagement plans, deployment readiness checklists, and mission success metrics.
• Partner with product and engineering teams to ensure roadmap alignment with operational needs.
• Support renewals and expansion opportunities by demonstrating measurable mission impact.

What This Job Offers

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